Just wanted to share with all of you my horrible experience regarding my recent (and ongoing) struggle with my Raptor 2.1 and Enertion support. Any advice or feedback would be greatly appreciated. Here’s a quick summary of the events since I ordered the board more than 2 years ago:
- Order Placed for the Raptor 2 (paid about $1400 USD)
- Raptor 2.1 finally arrives!!
- I was Riding my Raptor 2.1 near my home when the wheels lock up suddenly and throw me off the board (minor injuries sustained and clothing ruined). Board is unresponsive to remote input and also won’t turn off. I run inside, and start loosening the screws, board then starts to smoke but I was able to get the cover off and disconnect the fuse. pics below of the aftermath.
- How it happened: it looks like a small bit of water made its way through the multiple seals and short circuited the board around the fuse (ironic, right?). Before people start making comments about me riding in water - this was a dry day and there were light wet spots on the bike path that I slowed down for but didn’t think much of. The wheels kick up water and spray the underside of the deck where it can then get into/through the seals. Jason has videos of him drenching the board with a hose and brags about the water resistance of these boards so I really didn’t expect a small bit of spray to defeat these seals.
- I Contacted Enertion support and asked if this was covered under warranty and they said that indeed it was, they would take the board back and fix it free of charge.
- I shipped the board to thier repair center in Montreal.
- A few days later, I decided to cut my losses and I contacted them again and asked if I was able to get a refund for the board, they stated that this was no problem and subject to a 20% fee which I happily agreed to.
- Board mysteriously arrives at my door despite my request for a refund. After contacting support, they tell me to ship it back again to the repair center which I did the next day.
- Refund officially requested/input on Apr 14th 2019, promised to be processed and complete within 30 business days.
- 30 business day mark passes, still no refund.
- Weekly emails to support and still no explanation for the lack of refund.
- Support states: “at this time, we’ve needed to allocate large amounts of funds to our supply chain so that we can meet current customer demand for our products. This has meant we haven’t been able to process your order refund as of yet, but we want to reassure you that your refund will be processed in the near future and that we haven’t forgotten about you.” - that’s great but then why did you agree to take my skateboard?
- When asking for clarification on when exactly the refund will be processed, I get no concrete answer. Looks like an indefinite wait for refunds at this point?
- I Asked for the possibility of getting my board back instead of the refund - this request got ignored.
- Enertion support stopped responding to my emails.
- End of Aug: Still no response from support to emails or requests for updates.
Now: Overall I’ve tried to be patient and understanding with the support team but it feels like they’ve really dropped the ball here. I can get past the poor quality of the skateboard since I know they’re a new company and have to overcome many engineering and supplier challenges. What I can’t accept is that they knowingly took my skateboard with no intention of providing a refund and now I’m out $1400! I wouldn’t have agreed to send my board back if I knew I would never get a refund!! Now they’re just ignoring me and it really feels like I’m out of options at this point.
Has anyone out there experienced anything similar? Any advice for this situation? Hopefully this post doesn’t get taken down. All events above are factual and I just want to raise awareness on the lack of transparency from the company.
TL;DR: Raptor2.1 almost catches fire, Enertion happily takes my board but refuses to provide refund.