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Danny Yoo

Tue, Apr 2, 10:26 AM (10 days ago)📷📷to info📷Hi, I received my X1 pro yesterday and I had a question about some settings in the exway app as I could not find the answer in the manual anywhere. 1) For the standby time setting, what is the default setting if I don't enable it? 2) If I set the standby time to 2h as an example, would I need to turn on the board again by pressing it for 3 seconds after 2hours? Thanks,Danny 📷

Info <info@exwayusa.com>

Tue, Apr 2, 10:31 AM (10 days ago)📷📷to Danny, Info📷Thanks for reaching out.  1) Standby means the amount of time that the board will be actively looking for the remote if the remote is used to turn the board off.  I like this to be set to 2 hours so the battery doesn't drain when I forget to fully turn the board off from the master switch.  I think that the default is set to off, so that the board will always be searching for the remote until the battery dies. 2) No if it's set tot 2 hours the board will turn hard off.  You can always check by turning the remote on.  If the remote is on and says "disconnected" then the board is turned off and is not in standby. If you need me to further explain please let me know. -Brian📷📷

Danny Yoo

Wed, Apr 3, 8:08 AM (9 days ago)📷📷to Info📷Dear Brian, Thank you for your kind response.I rode my Exway X1 pro for 2 days now and I am hearing a loud clicking sounds whenever my back hub motor wheels rotate. It only goes away if I loosen the bolts on the hub motor wheels. Is this safe? I feel like it's unsafe to have these bolts loose but I think the reason why it clicks is because when it heats up, they expand and rub against something.  Also, my serial number is R01025XXX Thanks,Danny 📷📷

Info <info@exwayusa.com>

Wed, Apr 3, 10:32 AM (9 days ago)📷📷to Jimmy_Exwayboard, Danny, Info📷Danny,  Thanks for reaching out.  We are aware that some people's motors are clicking.  We are looking into this and will get back to you ASAP with a fix. Thanks,Brian 📷📷

Danny Yoo

Wed, Apr 3, 12:07 PM (9 days ago)📷📷to Info, Jimmy_Exwayboard📷Hi Brian, Please keep me updated for your solution to the motor clicking. Another problem I see with my Exway X1 Pro is  that using the standard charger, it is not charging above 95%. I've been charging for 5 hours and it's been stuck at 95% for approximately last 2 hours. Is this an issue with the board or with the charger?  Thanks,Danny 📷📷

Jimmy_Exwayboard <jimmy@exwayboard.com>

Wed, Apr 3, 5:49 PM (9 days ago)📷📷to danny7yoo@gmail.com, info@exwayusa.com📷Hey Danny, Can you pls check and get back to us how far you can ride with the 95% battery? We will give you a solution quite soon upon your further confirmation. Sorry for the inconvenience.
Best Regards
Jimmy
Overseas Sales Manager
SHENZHEN SUNTO TECHNOLOGY CO.,LTD
Tel: +8613928498453
WhatsApp:  +8613928498453 Skype:   Jimmyzheng875243
FB: @exwayboard6
Website: www.exwayboard.com
Address:Room A3-09-11; No.108; Lijia Road; Henggang Street; Longgang District; Shenzhen China.(518115)
📷
📷📷

Danny Yoo

Thu, Apr 4, 8:24 AM (8 days ago)📷📷to Jimmy_Exwayboard, info@exwayusa.com📷Dear Jimmy, On my X1 Pro, I went 4.6km from 95% to 64% battery riding up to 25km/h according to the odometer on Exway app.I'll report the full range once I get the data.  Regarding the motor making loud clicking noise, is there a solution? it goes away when I loosen the bolt on the hub motor but I'm not sure if this practice is safe.  Kind regards,Danny 📷📷

Jimmy_Exwayboard <jimmy@exwayboard.com>

Fri, Apr 5, 5:48 AM (7 days ago)📷📷to danny7yoo@gmail.com, info@exwayusa.com📷Thank you Danny. Hey Brian, can you help get the board back and do a testing for Danny? I also need a video of how the motor clicks. I will be back next Monday due to the public holiday here. Thank you guys!📷📷

Info <info@exwayusa.com>

Fri, Apr 5, 9:44 AM (7 days ago)📷📷to Jimmy_Exwayboard, danny7yoo@gmail.com, info@exwayusa.com📷Danny is this the address that the board is coming from?
Danny D Yoo XXXXX
XXXXX
XXXX, Canada
Please let me know and I'll send you over a return label.
-Brian📷📷

Danny Yoo

📷Sat, Apr 6, 12:47 PM (6 days ago)📷📷to Info, Jimmy_Exwayboard📷Hi Brian, Jimmy,  Yes, that is the correct address. Attached is the video clip of the motor clicking. I Recieved my Exway X1 pro on April 1st 2019 and since the board doesn't charge above 95% using standard charger, the motor clicks loudly, and faulty software and remote after the firmware update, I would like it to be covered by the 6 months warranty as this posed a serious threat and almost caused a car accident last night as the board was at full throttle and didn't break while the remote was vibrating due to low battery warning. The serial number is R0102XXX 1. With the software and the motor issue Exway is having, I don't think I could receive a safe, functional board within the next few days. Therefore, I would like to request a full refund and I will ship the board back with the return label you will provide. I have attached the Indiegogo contribution ID as well for the reference.  Hope to get this issue resolved asap.  Kind Regards,Danny 📷2 Attachments 📷

Info <info@exwayusa.com>

Sat, Apr 6, 8:13 PM (6 days ago)📷📷to Danny, Info, Jimmy_Exwayboard📷Danny,  We do not offer refunds on used boards. That being said the firmware updates have fixed all of the safety features of the board so we are 100% confident that we can return a fully functional, highly tuned, electric skateboard after receiving it back from you.  I will send a return label over to you as soon as we open on Monday and we will get it fixed and returned to you ASAP under warranty.  -Brian📷📷

Danny Yoo

Sat, Apr 6, 9:16 PM (6 days ago)📷📷to Info, Jimmy_Exwayboard📷Hi Brian, Is it possible to get the board on priority shipping at least? I will need to pay for public transportation to and from work during this time and I don't think this is fair since it's not my fault that I've received a faulty product.Not paying for public transportation as much as possible this summer was what justified the purchase of the Exway board.  Regarding the motor clicking, out of the 5 days I've had it, it appeared and disappeared randomly. For example, during the morning it might click and in the evening it might not click.I wanted to give you a heads up because it might seem to be fine at times but the clicking keeps coming back as I ride it throughout the city. So please make sure that when you send the board back, this issue doesn't happen again.  Since the board is being covered under warranty anyways, I would like to highlight some minor issues as well.1. Since the first day I got the board, the grip tape was falling off in the front and I had to put pressure on it with my hands daily to make it stay on. (Never been ridden in rain either)2. Even with the quick charger, the light on the board never turned green to indicate fully charged, as stated in the manual.  Thanks,Danny 📷📷

Info <info@exwayusa.com>

Sat, Apr 6, 9:38 PM (6 days ago)📷📷to Danny, Info, Jimmy_Exwayboard📷Everything here makes sense and we will take care of it all.  The problem is with the batteries it has to ship ground so it's not possible to speed it up.  We will take care of the the clicking and make sure we put new griptape on.  As far as the light, that is the way the board is designed.  It always stays red when plugged in.  The light indicated on the charger should be red when charging and green while done.  We will repair it and get it out to you the same day that we receive it to get it back to you as fast as possible.📷📷
Danny Yoo

Mon, Apr 8, 8:24 AM (4 days ago)📷📷to Info, Jimmy_Exwayboard📷Dear Brian,Jimmy, Is there any way to get a refund for the purchase of Exway X1 Pro? I thought since it's within 7 days since I got the board, refund would've been possible.When I initially asked for a refund, I've only had the board for 5 days and only rode it for 4 days before the scary incident where the brakes didn't work with the car making a right turn without noticing me. Thinking about it more over this weekend, I just don't feel so comfortable getting back on the Exway board as it scares me.  Let me know if there's anything you can do to help me get a refund. I assume you guys will have to replace the grip tape, and replace the faulty clicking motor and give me a new charger/or battery that charges up to 100% anyways so I'm thinking you can re-sell it with a new motor and a new grip tape?  Kind regards,Danny 📷📷

Info <info@exwayusa.com>

Mon, Apr 8, 9:47 AM (4 days ago)📷📷to Danny, Info, Jimmy_Exwayboard📷Unfortunately we do not offer refunds on used boards.  We will get the board fixed and back to you asap.  If you decide to sell the board you should probably make out okay since the campaign is over and we have raised the price.  If you post it, please send us a link, we do get a lot of people asking for used boards in Canada. -Brian📷📷

Danny Yoo

Mon, Apr 8, 10:01 AM (4 days ago)📷📷to Info, Jimmy_Exwayboard📷Dear Brian, In that case, after the board is completely fixed do you mind throwing some extra spare wheels to compensate for the delay caused by shipping? It will be a week for the board to get to SF and another week for the board to come back to Canada. Last time UPS standard shipping did not deliver on the weekends either.  The extra wheels might help me sell the board since I need to sell them as "used" board.  Regarding fixing the board, what are the steps you will take to ensure that the motor doesn't click? Because from my experience, they click some days and some days they don't. How would you emulate this scenario? I really don't want you guys to just run the motor a few times and say it's fine just because it doesn't click at that exact instant. I really would hate to get complaints that the motor clicks once I sell the board to someone else.  Thanks,Danny 📷📷

Info <info@exwayusa.com>

Mon, Apr 8, 10:21 AM (4 days ago)📷📷to Danny, Info, Jimmy_Exwayboard📷We know these boards inside and out and will do everything we can to make sure the board is in perfect working order when you get it back, including no clicking sounds.  Unfortunately we can't throw in an extra set of 85's as we are pretty short on wheels here and everytime we ship your board back and forth with customs and the shipping fees it's pretty darn expensive. 📷📷

Danny Yoo

Mon, Apr 8, 11:36 AM (4 days ago)📷📷to Info, Jimmy_Exwayboard📷Dear Brian, On a side note, will I be receiving the return label today as promised?  I don't want to sound too difficult and I know this situation may be frustrating for both of us but it seems like I'm being penalized for receiving a faulty board. If I didn't receive a faulty board, there wouldn't be the need for this expensive shipping and custom fees back and forth between SF and Canada.  In addition, the parts are still under 6 months warranty so technically it should be covered regardless. However, for me, since I can't get a full refund for a board that's merely used for 4 days, I am also losing time and money by needing to sell it at a lower price since it's a "used" board now.  It's just unfortunate that this is a loss-loss situation for both of us. I still appreciate your efforts to get the board shipped back to me as soon as possible. Regards,Danny 📷📷
Info <info@exwayusa.com>

📷Mon, Apr 8, 11:52 AM (4 days ago)📷📷to Danny, Info, Jimmy_Exwayboard📷Here is your return label.  Please be sure to attach the 3 commercial invoices to the box as well.  Thanks for working with us, we will get the board repaired and turned back around to you ASAP. -Brian📷2 Attachments 📷

Danny Yoo

Tue, Apr 9, 8:55 AM (3 days ago)📷📷to Info, Jimmy_Exwayboard📷Thank you for the return label. It is in transit now.  Regards,Danny📷📷


Info <info@exwayusa.com>

Tue, Apr 9, 9:39 AM (3 days ago)📷📷to Danny, Info, Jimmy_Exwayboard📷Sounds good thanks.📷📷

Danny Yoo

Wed, Apr 10, 7:53 AM (2 days ago)📷📷to Info📷Dear Brian, I got an update from UPS saying it's waiting to be released from the clearing agency. I just wanted to give you a heads up in case this means it requires your input. Tracking number is: 1Z59E92A911429XXXX Kind regards,Danny 📷📷

Info <info@exwayusa.com>

Wed, Apr 10, 10:47 AM (2 days ago)📷📷to Danny, Info📷Okay thanks.📷

BEGIN NEW THREAD ****

Danny Yoo

Wed, Apr 10, 11:44 AM (2 days ago)📷📷to Info, Jimmy_Exwayboard📷Hi Brian, Jimmy, I'm trying to look up any documentation of Exway's refund policy on https://www.exwayusa.com/ and I'm having a hard time finding it. Do you mind showing me where I could find this info? Thanks,Danny 📷

Info <info@exwayusa.com>

Wed, Apr 10, 11:51 AM (2 days ago)📷📷to Danny, Info, Jimmy_Exwayboard📷Sure thing.  If you add a board to your cart and then open the shopping cart, on the checkout page on the lower left corner is a link called "Refund Policy"📷📷

Danny Yoo

Wed, Apr 10, 12:02 PM (2 days ago)📷📷to Info, Jimmy_Exwayboard📷Hi Brian,Jimmy, I wouldn't have seen this throughout my purchase process as I funded the indiegogo.Isn't it unfair that as a customer I never got to see the refund policy as it is hidden under the shopping cart in  https://www.exwayusa.com/ only?  Mastercard has consumer protection (charge back) for"Defective/Not as Describe".1) Exway failed to meet basic safety requirements where consumers can be seriously injured2) My Exway had motor defect, battery defect and software defect3) As a consumer I was never exposed to any refund policy through my purchase process through indiegogo nor is the refund policy clearly stated on https://www.exwayusa.com. Thanks,Danny 📷📷

Danny Yoo

Wed, Apr 10, 12:05 PM (2 days ago)📷📷to Info, Jimmy_Exwayboard📷
Hi Brian, Jimmy,
When I asked for a refund within 7 days, why wasn't it granted given that it was related to defective board?
It is clearly stated in your return policy below.
Thanks,
Danny
REFUNDS
After receiving your return and inspecting the condition of your item, we will process your return. Please allow at least seven (7) days from the receipt of your item to process your return. Refunds may take 1-2 billing cycles to appear on your credit card statement depending on your credit card company. We will notify you by email when your return has processed.
EXCEPTIONS
For defective or damaged products, please contact our service team at info@exwayusa.com to arrange a refund or exchange.
For damage occurring during shipping and delivery please do not discard any packaging and materials. Please contact info@exwayusa.com for further instruction.
📷📷

Info <info@exwayusa.com>

Wed, Apr 10, 12:14 PM (2 days ago)📷📷to Danny, Info, Jimmy_Exwayboard📷"All returned items must be in be in new and unused condition, with all packaging and labels attached."
I know you used it for a couple of days so that voids our refund policy.  As soon as we get your board back here we will get it fixed up for you and ship it the same day.   We aren't out to take advantage of you, we will get you the board back and hopefully you will be stoked.  In the event that you get the board back and are still unhappy we can help you sell it (there is a pretty big demand on the used market and we raised the price since you bought it on Indiegogo so you should be able to recoup your $.  If you decide to sell it please let us know and we'll point anyone reaching out for a used board back to you.
-Brian📷📷

Danny Yoo

Wed, Apr 10, 1:14 PM (2 days ago)📷📷to Info, Jimmy_Exwayboard📷Hi Brian,  Please read the exceptions section.
EXCEPTIONS
For defective or damaged products, please contact our service team at info@exwayusa.com to arrange a refund or exchange. Defective or damaged board are an except to the refund policy. Therefore under your return policy, I am entitled a refund or exchange. I already made it clear that I do not feel safe on Exway boards and I am unwilling to put my life at risk thereby demanding a refund. Since you refused to give a refund even though it is clearly stated in your return policy under the exceptions section, please give me an exchange, meaning a brand new board that I will sell. Not a "repaired" board.  If you cannot follow through with your own return policy, I will have to contact Mastercard to resolve this issue as the seller is unwilling to follow through with their own return policy.  Kind regards, 📷📷

Info <info@exwayusa.com>

Wed, Apr 10, 1:59 PM (2 days ago)📷📷to Danny, Info, Jimmy_Exwayboard📷Okay, sorry we couldn't get this sorted out for you.   We will hang onto your used board here and feel free to call mastercard and cancel the order.  We don't have your credit card on file here because the purchase was made through IGG.  If for whatever reason you change your mind or the chargeback doesn't go through we'll send you your board back fixed and of course cover everything under warranty.
-Brian📷📷

Danny Yoo

Wed, Apr 10, 5:00 PM (2 days ago)📷📷to Info, Jimmy_Exwayboard📷Dear Brian, Since exway has been transparent with me, I wanted to be completely transparent with you to prevent any further complication. Since you guys don't have my credit card on file since I purchased it through Indiegogo, I contacted Mastercard dispute center to cancel and they filed a dispute with all the information and documents that I provided them for a chargeback.  I don't see why the dispute would not go through but if it doesn't go through, as you stated I would appreciate if you could send me a safe, fully functional board.  Kind regards, 📷📷

Info <info@exwayusa.com>

Wed, Apr 10, 5:20 PM (2 days ago)📷📷to Danny, Info, Jimmy_Exwayboard📷Thanks for keeping us in the loop.  Sorry again we couldn't make it work and it turned into a bad situation for everyone.  Of course we have your board here and will ship it back if for whatever reason it doesn't go through.  Thanks again for keeping it cordial.

THE END