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Fantastic Dillenger customer support

Old 12-06-22, 09:25 PM
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lhill 
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Fantastic Dillenger customer support

I started having a problem with my Dillenger conversion shutting off after about 20 minutes of continuous Pedal Assist 4 riding. The display will go blank and I have to cycle the battery switch off and back on to be able to power on the display again. If I even touch the throttle after that the system shuts down again.
So, around noonish on Sunday 12/4 I sent an email to Dillenger describing the problem and asking for their troubleshooting help. Much to my surprise they responded that same day in the late afternoon. They said they would be happy to help and asked me to video my battery on the charger showing a green fully charged and to then measure the battery voltage, which I did….50.7 volts fully charged. I sent the video to Dillenger on Sunday evening.
on Monday morning, 12/5, when I checked my email I had a reply from Dillenger that my battery was not fully charging and they will send me a replacement. Later that day I got another email with UPS tracking number.
Today, 12/6, I got a text fromUPS saying my package will be delivered this coming Friday.
wow, it would be nearly impossible for Dillinger to provide any better customer support than they just did! I am blown away!
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Old 12-06-22, 11:46 PM
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MarcusT
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It would be a better planet if all companies serviced customers like that.
I had a similar experience with KitchenAid and their mixer. They now have a customer for life
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Old 12-07-22, 09:29 AM
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Great to hear; my daughter is still riding her 350w front hub conversion after seven plus years (second battery; the first was replaced under warranty). IMO, Dillenger's 350w kit is a deal at $700 or so (last time I looked) IF the battery uses the Samsung cells they state on their site.
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Old 12-07-22, 02:07 PM
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That is good news but let's see if what they send is going to solve the issue.
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Old 12-08-22, 06:42 PM
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Will a new battery solve the problem. I think so. The old one got unbalanced. Let's hope the new one is built a little better.
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Old 12-08-22, 09:27 PM
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Awesome!

Originally Posted by lhill View Post
I started having a problem with my Dillenger conversion shutting off after about 20 minutes of continuous Pedal Assist 4 riding. The display will go blank and I have to cycle the battery switch off and back on to be able to power on the display again. If I even touch the throttle after that the system shuts down again.
So, around noonish on Sunday 12/4 I sent an email to Dillenger describing the problem and asking for their troubleshooting help. Much to my surprise they responded that same day in the late afternoon. They said they would be happy to help and asked me to video my battery on the charger showing a green fully charged and to then measure the battery voltage, which I did….50.7 volts fully charged. I sent the video to Dillenger on Sunday evening.
on Monday morning, 12/5, when I checked my email I had a reply from Dillenger that my battery was not fully charging and they will send me a replacement. Later that day I got another email with UPS tracking number.
Today, 12/6, I got a text fromUPS saying my package will be delivered this coming Friday.
wow, it would be nearly impossible for Dillinger to provide any better customer support than they just did! I am blown away!
Thanks for sharing that experience. It is a great example of how customer service ought to be provided. I'd guess it is rare that Dillinger loses a customer due to customer service problems.
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Old 12-09-22, 09:11 AM
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Originally Posted by Cworthy View Post
Thanks for sharing that experience. It is a great example of how customer service ought to be provided. I'd guess it is rare that Dillinger loses a customer due to customer service problems.
Again be careful we don't know how it ended. Having a company say "yeah we can send a part" is different from the part actually arriving and the part actually solving the problem or if the part doesn't solve the problem them still engaging till it is properly fixed and not causing more headaches. Also this is just a single anecdotal example not necessarily indicative of their entire customer service.

The initial communication and saying they are sending parts is important but more important is the outcome. Since anecdotal evidence is OK I have had two incidents where they communicated and sent parts none of which were correct and after months one bike did eventually get fixed but it took months and in the end if they had sent the correct parts that our tech who was working on had asked for it would have been fixed sooner but they kept denying the problem. The other bike ended up with the owner going to court because they wouldn't fix it. Granted I don't know what happened beyond that because she didn't let us know. I have a feeling it got thrown out if it ever made it because it did get rather silly. However again that is 2 pieces of anecdotal evidence from two different companies. Fine initial communication and parts sending but the outcome wasn't ideal or as ideal as it should have been.
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