In late April I bought an $850 E-Bike from GoTrax (the Rambo Fat Tire) as a birthday gift to my son. We were also moving so it was a peace offering, in that he would be able to traverse the new town easily and make friends. I assembled the bike per the instructions on Friday, April 24th. It worked for 2.5 days and midday and fully-charged on Monday, April 27th was dead. Shut off mid-ride, far from the house on a mountain-town. 60 hours from being built or so, and the $850 bike was dead.

I verified the battery is fully charged, and contacted support. After 11 days of them barely even reading my email (Asking questions detailed in the first email over again after 11 days) I requested it be expedited.

They assume it's the controller and sent a new one on May 14th. I let them know, repeatedly, that it was coming up on the 30-day return window and I had no faith. They sent the part and let me know there was no instructions or fix, but they were hoping to get one from the Parts department.

Three weeks out and a ruined birthday later, we are still waiting. I let them know I'd probably just return it, and they said "For clarity, I will let you know that we cannot accept a return request for refund now that the warranty process has progressed. Our policy states that we cannot go back and forth between the warranty and refund process, so this bike is no longer eligible for refund."

So they ruined my sons birthday with a 60-hour $800+ bike, got me a part that they are having me install (despite lack of experience), and don't have a video or instruction to, and are holding our money hostage banking on this hopeful repair.