rosenbaaron said:
Let me first say that I got 12k miles off of my first tsdz2 kit that I bought from Eco-Ebikes, so my product did last. I used it as a daily commuter for almost two years. I had to replace the original motor at around 6k miles once because of something that was partially my own fault, and I chose to replace the kit when I burned out the replacement motor 6k miles later. These are the issues I experienced, none of them was a "deal" killer, but it was far from ideal. The support was not great, and I was constantly being told the issues in number 1 was related to a magnet.
1. Every time I would keep the charger past the time it was charged my bike would not provide power for 10 to 15 minutes during the start of my ride. It was very inconvenient when I was trying to ride home. After trial and error, I found if I under-charged it or immediately removed the charger that my bike would provide power immediately. I replaced the motor, the power supply, I even had several different displays (SW102, 800C), thatI could repeat it on each display. This makes me think that it was related to the controller, the only part I didn't replace.
2. I eventually replaced my SW102 display with a C5, and the battery would not go past 80% when fully charged. Funny enough, the issue from number 1 went away, and overcharging never became an issue again. When I asked support told me that this was normal because of battery degradation. I explained to them that when my iPhone gets older than a year or two it still charges to 100% despite degradation.
3. The white pin that connects the motor to the controller had a lot of glue on it, that they said was factory installed. I was never able to easily pull it apart as you see in the blue gear replacement videos on youtube. When I was servicing my blue gear and adding more grease, I would just pull the motor out and rest it on something with the white pin still connected and service my blue gear. This was ok until the motor fell and the tiny cables broke apart from it. I bring this up because this was my fault, and I learned that you could use a hair drier to loosen it up and pulled it apart. I replaced the motor with one I found on PSWPower (a great site with great service BTW). The bike ran fine for another 6k mile.
After the second motor overheated and demagnetized itself, I decided to just purchase a new kit from Eonarau. It was a 48V with a C5 display. I still have my original battery, purchased from Eco-EBIKE. Since then problems 1,2, and 3 have completely gone away, I even successfully tested my older 800C and C5 display, and those work perfectly well. This leaves me to deduce that it was something wrong with the controller in the original kit that they sold me. I can even remove the little white clip when servicing the blue gear.
In the future, I think I would only order bare components from them if I needed them in a hurry and it was in stock in the US. All other things I will order from PSWPower.
David w/ Eco Cycles here again... sorry to hear we fell short for you too it seems... we do our best and more often than not can be very helpful, but that doesn't mean anything to those who have experienced what they consider poor support of course. Talk is cheap, it's action that is needed. While sometimes we may fall short, know that we are always open to constructive criticism, and strive to improve...
You definitely have your right to your own opinion and preference of service/support, and are free to state your opinion... all I can do is offer some perspective. I actually am intimately familiar with your case, and in this instance, and honestly am a little shocked to hear you say you received poor support... I think it would only be fair to also mention the very large amount of very responsive support/correspondence that took place over the course of multiple years, and multiple parts that were sent out for no charge... Not trying to argue at all as your experience is your experience, and you have your right to your opinion, but I do feel obligated to offer more of a complete picture for the reader. I do know any problem can be frustrating, and if a motor came from us and you have a problem, then I get it, it was from us... BUT, if you are shooting down one supplier and building up the other, I think it would only be fair if you hold them to the same level of scrutiny - both in communication and part replacement, factoring in the timeline, changes to the TSDZ2 itself over time, etc... I am very open to hearing you out completely to learn and improve, but objectively we were constantly responsive, replaced parts as required, and just had to go through some steps, including checking the speed sensor... That is a very common issue so we do mention it, and if we had not heard from you in months etc we may of not realized that we tried it before...
On the supplier/distributor/support end, situations can be complicated, hard to diagnose remotely, and without certain documentation or demonstration become very hard to address... especially when dealing with motor purchases that are 1-2+ years old... there is also the factor of older systems being paired with newer displays that are designed and offered with newer systems with different firmware etc. When you have a 2 year old motor being compared to a new motor from another supplier, it isn't really an even comparison... it would be the same thing if you compared it to that same suppliers 2 year old motor... Tongsheng has made many changes over the past 2 years, and we have too, if that makes sense. Another factor would be that if your old motor overheated, that can also make clips stuck or cause other damage internally, and that isn't really something that can be attributed to the supplier who sold the motor... things happen over time. Just a bit of insight, sometimes things a little more complicated than the user may realize, and it can be frustrating, but if you take everything into consideration and look at the situation in an unbias manner - a desired solution on one end may not always equate to a fair solution...
At the end of the day, know that we are always open to constructive criticism, and strive to improve... but also that there does have to be reasonable limitations in what we, or any supplier can do when it comes to support.
Ok guys, not trying to flood the ES posts, but did feel this merited a response. My inbox is always open if anyone wants to reach out!
