Downtube Folding bikes - Beware! The Owner Yan DOES NOT CARE about his customers!
I recently purchased their Full Suspension model. Based on their listed dimensions I bought a Dahon Airporter suitcase. Their FAQ's page also had a link which stated that the bike would fit in the Airporter with no disassembly.
When I got the bike, it did not fit in the Airporter by several inches. Looking at Downtube's website, the folding demo video shows an older different design for the folding headset area.
The Airporter would cost over $75 to return ship.
Also, the main body folding hinge pin was very difficult to engage - the hinge doesn't line up precisely so closing it requires a difficult forceful motion that takes many tries.
When I emailed the company owner Yan detailed info about these issues including photos & video, the process went like this:
-No response for over a week.
-I then sent him another email asking if he had seen my email.
-He quickly emailed back that he had been very very sick for a week and would be getting to past emails.
-Another week passed (maybe even 10 days)
-I emailed him again with another video and suggesting several proposed resolutions to my problems.
-He replied with an acknowledgement that the dimensions of the bike have changed but that it should fit in the Airporter with some creative disassembly. He also said my hinge operation seemed normal from the videos I sent. (I need the bike & suitcase for daily use/storage so lots of disassembly is not practical)
NO apology for listing the wrong dimensions, NO indication that he would immediately update them on the site, NO answers to several of my other questions.
When I again told him that I bought the bike and the Airporter based on his wrong specs, he didn't seem to care at all, and simply said that he would extend the return policy by two weeks (I could pay $80-100 to ship the bike back to him).
The bottom line is the Yan DOES NOT CARE about his customers or customer service in any way.
The bike seems to ride nicely but his terrible attitude makes me wonder what corners have been cut with the bikes.
A little follow-up from the OP...
People don't seem to be giving me much credit here.
The dispute is over - I contacted Yan about his inaccurate & out of date dimensions and told him I bought the bike & Airporter suitcase to use together based on his listed dimensions and based on a link he provided saying the bike fits it with no disassembly.
The balky folding hinge was a secondary issue but also very annoying.
He admitted the dimensions were wrong (from their older discontinued model), didn't apologize, didn't say he would correct them, and didn't seem to care that his wrong info misled me. He offered me nothing and said I could return the bike at my own expense.
Since I also needed a second folding bike for my wife, I told him that I was willing to also buy his cheaper Nova model if it was smaller and if he offered me a discount..
He didn't respond to this suggestion in his emails at all.
I then suggested that he could offer me a free $37 bike carry bag to help compensate me for the issues and he replied that he disagreed with me and would not.
I posted this to get the word out that:
1: the posted dimensions are not accurate (and make me wonder what else is not accurate on the site)
2: Yan was not willing to help a customer in any way and just didn't care that his wrong posted info caused me trouble and expense.
I kept the bike since I do like it and I didn't want to lose $75-100 to ship it back (and I didn't really trust Yan at this point to fully refund me).
Since I need a second folding bike anyway, I bought a Dahon to fit in the Airporter.
Another issue was that I bought the bike & suitcase to take on a month long trip about a month in advance. Yan's two-week delay in responding to my issues caused me stress as my departure grew closer. I finally bought the Dahon at the last minute just in time to take on the trip when it was finally clear that Yan was not willing to do anything.