@OneDan They suggested I glue it together. I shit you not. This is fucking unbelievable.

So here's an update on my repair process. 84 days after I opened the ticket, my wheel is finally working again. This has been a total catastrophe and I hope never to have to deal with them again.

The communication during the entire process has been horrible. It was slow and disorganised. They didn't properly read my messages and I had to repeat myself multiple times. Due to my "special case" (them refusing to ship because of distance from FedEx shop) there were three people involved (one of which the Chief Operational Officer), and at some points I felt like they were not talking to each other.

Once the wheel arrived at their HQ it took them about two weeks to repair and then ship it off again. I was told they would simply "inspect it and send a new one out" but that wasn't the case. When It was returned, the casing for the controller module was dented in some places, especially on one of the edges. I am worried it will let in more dust now. Also the threads in three of the screw holes are already bad after opening it once. Three screws aren't properly fastened anymore. This is something I've heard others complain about as well.

For those interested, the milage data was not wiped. Everything is as it was when I sent it out. And Bluetooth works amazingly well. I can walk away a couple meters without losing signal and it never seems to disconnect while riding.

I'm happy to be back on my wheel and I hope it doesn't fall apart or stop working anytime soon.

@ooww huh, interesting. I'd be surprised if they found that on the controller module.

@ooww water damage and "the like"? What else could they find that would void the warranty?

@tartax yeah, that's how it should be. Unfortunately, if you live far away from a FedEx office they are reluctant to help with shipping at all.

@tartax how far away from a FedEx store do you live? I'm guessing there is one in Rome as it's the capital?

@tartax Did you pay for the shipping or did they? Was it through FedEx or another carrier? Good to hear you had a good experience.

@ooww should not be a matter of "if" they can repair it. The Bluetooth is definitely not working as it should. 500$ sounds a bit excessive though. I'm only sending the controller module and not the whole wheel.

@gasppol yeah, here's an update.

I've had a total nightmare with the support. It started off really well. They acknowledged the issue and was happy to have it sent in for repair. It started going downhill when we began discussing shipment options. I live in Germany at the moment and FedEx (which is the ONLY carrier they ship with) is not very prominent around here. Luckily there is a shop just over an hour away. They offered to have the FedEx shop pick up the package at my house, but then it turned out that I live too far away from the shop. Now, they are saying it's my job to drive to the FedEx shop (about 3h driving on a weekday when I work) or I can ship it myself with a local carrier (about 60 EUR).

We've gone back and forth for weeks now, and the COO was involved as well. They are refusing to arrange shipping for me. I am now in contact with the shop I bought it from to see if they can assist in any way.

I literally just spent 2000 EUR, received a defect product and now the company behind it (FM) is telling me I have to spend more money and time to repair it!? What kind of service is this? I just bought the product. It's brand new. This is completely unacceptable.

So, to anyone who lives outside of America:

Future Motion will NOT pay for your shipping if you live too far away from a FedEx shop. Regardless if it's 1h or 10h, they will not pay. Does not matter if it's within warranty or not.

This is incredibly upsetting because I love my onewheel very much, and to see the company behind it providing service this bad is very aggravating. It's not a company I can stand behind anymore and I will not be recommending the onewheel to anyone, regardless of how my repair goes.

And @gasppol, you will send the whole controller module of the board. Not just the Bluetooth ship. So you won't be able to ride without it.

@LidPhones Would love something like this. I'd love to at least double my XR's battery.