Fantastic Dillenger customer support
#1
Junior Member
Thread Starter
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!
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!
#2
Senior Member
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
I had a similar experience with KitchenAid and their mixer. They now have a customer for life
#3
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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.
#4
Clark W. Griswold
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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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#5
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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.
#6
Newbie
Awesome!
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!
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!
#7
Clark W. Griswold
Join Date: Mar 2014
Location: ,location, location
Posts: 13,467
Bikes: Foundry Chilkoot Ti W/Ultegra Di2, Salsa Timberjack Ti, Cinelli Mash Work RandoCross Fun Time Machine, 1x9 XT Parts Hybrid, Co-Motion Cascadia, Specialized Langster, Phil Wood Apple VeloXS Frame (w/DA 7400), R+M Supercharger2 Rohloff, Habanero Ti 26
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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.