Xiaomi M365 Electric Scooter - Disgusting Response to Warranty Claim from Gearbite

dji1111111 on 08/11/2019 - 12:48
Last edited 08/11/2019 - 13:49

I thought I would warn people about buying from Gearbite based on the false promise of local warranty.
I've just been through complete non-sense trying to claim warranty on my electric scooter purchased from Gearbite 5 months ago.

I tried to claim warranty on the rear mudguard which after 5 months of riding on mostly smooth bikeways in Brisbane has completely fallen apart.
From about 3 weeks ago, the rear mudguard kept coming loose and I had to tighten the three screws holding it in place every 2 days.
I was thinking of then getting some loctite applied to it so I inspected it a few days ago and that's when I noticed that the screws weren't actually loose this time around. The round plastic stub that holds the screw in place has actually deteriorated and broke away from the rear mudguard. The mudguard as a whole is still fine and in one piece. It just cannot be secured onto the scooter's main frame as the screws won't stay in place.

Gearbite initially asked me to send them a video.

Hi

Thanks for your email. Regarding warranty, if item was be manufacture damage we will cover for the warranty. If item was damage after riding, it will not cover by warranty.

Can you take a picture or short video, we will check for you.

So I sent a video and a photo of where it has come apart then the non-sense started.

Hi,

Thanks for your video. Item was damaged on the road

This is not cover by warranty, we can provide part with good price to you.

Please let me know if you willing to go ahead, I will provide quote for you.

Then this

Hi,

Normally damaged like this is not cover by warranty, for example flat tyre. We will cover manufacture faulty.

But we can supply the parts at very low cost to our customer.

How is this even the same as flat tyre? Tyre is a consumable item and flat tyre is caused by either impact or sharp objects that has nothing to do with the scooter itself.
Rear mudguard replacement only costs 10 bucks or so to order online and it is disgusting they are trying to dodge their warranty obligation when it probably cost them not much anyway.
It's not much money but the way they handled this is really pissing me off.

General Discussion Electric Scooter Scooter Xiaomi

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Comments

  • ShortyX on 08/11/2019 - 12:58
    +20

    It must be disgusting week.

    • nandystam on 08/11/2019 - 12:59
      +3

      Beaten by 15 seconds..

    • Baysew on 08/11/2019 - 13:17
      +1

      Cap on the use of "disgusting" has now been reached. Please refer to these alternatives

    • brad1-8tsi on 08/11/2019 - 15:18
      +1

      Exactly what I was thinking.

      Is disgusting even being used appropriately in all these contexts? It's an adjective isn't it?

      • keejoonc on 08/11/2019 - 15:54
        -1

        And why wouldn't it be and who really cares?

        • magic8ballgag on 09/11/2019 - 11:08
          -1

          The media uses it to falsely grab the public's attention, much like OP.

          • keejoonc on 10/11/2019 - 09:03

            @magic8ballgag: Falsely? How did OP use it to falsely grab attention?
            Gearbites initial response was BS much like what I experienced with a different ebay store. Use of the word "disgusting" is more than appropriate.

            • magic8ballgag on 10/11/2019 - 11:41
              -2

              @keejoonc: It's exaggerated, you see it used in the 'news' every day (as well as forum post titles).

              It's hardly ever truly disgusting.

              • keejoonc on 10/11/2019 - 16:58

                @magic8ballgag: So what? OP's description wasn't exaggerated. What a pointless thing to whinge about in a post about scooter warranty claim.

                • magic8ballgag on 10/11/2019 - 17:07
                  -2

                  @keejoonc:

                  OP's description wasn't exaggerated

                  No one said it was. The title is as clickbaitey as they come though.

          • dji1111111 on 11/11/2019 - 16:20
            -1

            @magic8ballgag: Time to brush up on your language skill then.
            Here's dictionary definition for you to study:

            https://dictionary.cambridge.org/dictionary/english/disgusti…

            extremely unpleasant or unacceptable:

            • magic8ballgag on 11/11/2019 - 22:54
              +1

              @dji1111111: Nah, I already knew the definition, and there's nothing you can say that will convince me to accept that this situation is disgusting.

              What trump is doing to America's reputation is disgusting.

              The amount of sugary foods I thoroughly enjoy is disgusting.

              A company denying someone's warranty is far from disgusting.

        • brad1-8tsi on 11/11/2019 - 08:43
          -4

          And why wouldn't it be and who really cares?

          I care because grammar and correct use of words is important in conveying meaning in written language.

          Much of what is written on OzBargain features poor grammar and incorrect use of the correct words.

          Disgusting is an adjective and an adverb. "Response" in this context is a verb therefore "disgusting" used as an adverb is technically correct but is probably more appropriately used if they sent him a paper bag full of faeces. In this case, refusing warranty is a poor or unsatisfactory response.

          When Gearbest said it wasn't warranty, did the OP feel like vomiting or was he repelled in some manner? I doubt it.

          • keejoonc on 11/11/2019 - 15:36

            @brad1-8tsi: You doubt it? So you don't know for sure and you can't say whether the use of the word "disgusting" is appropriate or not.

            • brad1-8tsi on 12/11/2019 - 07:37

              @keejoonc: Maybe you are right. Another bubble wrapped millennial that is easily offended and very emotional.

          • dji1111111 on 11/11/2019 - 16:21

            @brad1-8tsi: Here's dictionary definition for you to study:

            https://dictionary.cambridge.org/dictionary/english/disgusti…

            extremely unpleasant or unacceptable

            Cambridge dictionary has an example sentence below:

            It's disgusting that there are no schools or hospitals for these people.

            I guess you know the English language better than Cambridge? LOL

            Just love it when people who lack the knowledge tries to correct others. At least do some research before posting non-sense.

            At least now you know that the word "disgusting" can be used in context that doesn't involve something unsanitary/hygiene.

            • brad1-8tsi on 12/11/2019 - 07:35

              @dji1111111: schools and hospitals are objects (nouns). A response is a verb.

              • keejoonc on 12/11/2019 - 07:58

                @brad1-8tsi: That's your response after previously saying the word "disgusting can be used as an adverb? Your argument was that it should only be used in the context of hygiene, which clearly is wrong.
                If you are going to be a grammar nazi, at least get it right.

                • brad1-8tsi on 12/11/2019 - 08:14

                  @keejoonc: You are taking a literal meaning to my example

                  • keejoonc on 12/11/2019 - 09:24

                    @brad1-8tsi: Now you are just speaking non sense. Why not just admit you are wrong?

              • dji1111111 on 12/11/2019 - 11:39

                @brad1-8tsi: and you can feel free to continue digging a hole for yourself.
                I'm sorry but your language skill isn't as good as you think. Time to come back to reality.
                There's absolutely nothing wrong with what I wrote grammatically so feel free to continue wasting time fapping on about nouns/verbs/adjective.

    • Andard on 08/11/2019 - 16:48
      -1

      i was about to make a comment about how if you want your forum topic to be popular, put DISGUSTING in the title

    • [Deactivated] on 08/11/2019 - 17:00
      -1

      The SheeShing incident is disgusting.

      Disgustingly stupid.

  • nandystam on 08/11/2019 - 12:59
    +7

    Is using the term 'disgusting' the new black?

    • Andard on 08/11/2019 - 16:49
      +4

      Disgusting Comment to Xiaomi Scooter Post From Nandystam

  • ShortyX on 08/11/2019 - 13:04
    +1

    OP - can you post the video?

    The OzBargain jury will return with a verdict.

    • dji1111111 on 08/11/2019 - 13:09

      where could I upload a video?

      • brendanm on 08/11/2019 - 14:13
        +3

        The inserts have fallen out. Glue them back into the guard. Scooter looks like it's seen its fair share of use.

        • dji1111111 on 08/11/2019 - 14:16

          Yep, just checked the odometer and I have done 2,175km on it.

          • richadam on 08/11/2019 - 15:53
            -1

            @dji1111111: Do you go back to your car dealer when you wear out a mud guard after a lot of use? Your video looks like the scooter is well used (did you go off road as well, is that the intended use of this scooter). After 5 months of fair wear and tear. I wouldn't be so caught up on a $10 part.

            • keejoonc on 08/11/2019 - 15:57

              @richadam: Are you kidding? OP's issue is with how the mud guard is attached to the scooter, not the worn out mudguard. That shouldn't happen in 5 months and OP said he only uses it on bike paths.

            • EmployeeGearbite @ Gearbite on 08/11/2019 - 16:04
              +4

              @richadam: @djc926

              We have been fixed lots of scooters and replace the scooter to customer if we can not fix. We wont avoid warranty, we are happy to discuss your case here. If everyone think your damage need to cover by warranty, we will reconsider our policy regarding mud guard.

            • dji1111111 on 08/11/2019 - 16:22
              +2

              @richadam: What a non sense.
              If you are going to compare, then come up with something better.
              Yes, if the mud guard fell off the car, I would take it back if it's within warranty period.
              You must be missing out on a lot of your rights as consumer.
              So if your side mirror fell off your car just from driving around as per normal, you wouldn't take it back?
              What about if your car suspension failed? I guess you will pay to have it repaired out of your own pocket.
              What a generous consumer you are.

              So what if the scooter is well used? It comes with 12 months warranty.
              Now you're making rubbish up too. What offroad? I said that it's mostly been used on bike path.

              So after 10 months, you would think it's reasonable for the handlebar to drop off too? lol

          • EmployeeGearbite @ Gearbite on 08/11/2019 - 15:59

            @dji1111111: Thanks.

            • Name on 09/11/2019 - 21:01
              -3

              @Gearbite: Are you planning on any deals for black friday or singles day? Looking to pickup a m365 but been waiting for it to get under $500 considering I missed the deal few months back.

              Noticed that the official mi eBay store are doing it for $535 with a 20% off deal until the 15th. was contemplating grabbing it if we won't see sub $500 again from gearbite for a while.

          • bobbified on 08/11/2019 - 17:02
            +1

            @dji1111111:

            ..and I have done 2,175km on it.

            That's a massive amount of kms! I wouldn't even expect the scooter to last that long.

            • keejoonc on 08/11/2019 - 17:11
              +2

              @bobbified: Are you serious? a lot of people including myself use these to travel to and from work. if you do 15kms each day, you will rack up this sort of mileage in 145 days. That's not a lot. Why the hell would you buy something like this and pay 5-600 bucks if you expect it to not last after 2000kms? That would mean 25cents per km travelled.

  • HighAndDry on 08/11/2019 - 13:09
    +1

    The round plastic stub that holds the screw in place has actually deteriorated and broke away from the rear mudguard.

    How obvious is it that the damage is from deterioration and not say, an impact or fall?

  • walksmart on 08/11/2019 - 13:22
    +1

    Online marketplaces sellers often fight for best price, have very low margins and therefore will always try and get out of every warranty claim they can.

    After 6 months, you cannot open a PayPal dispute anymore and there is no chance of a resolution.

    There is also no mention of warranty on the Gearbite eBay listing….

    Another reason to purchase items from a reputable seller or physical retail, especially expensive items with a higher possibility of fault (such as a vehicle - escooter).

  • keejoonc on 08/11/2019 - 13:24

    My M365 Pro's mudguard snapped in half after about 3 months when I was carrying it up some stairs in folded position. Build quality on some of the parts of these scooters are shocking. The store I bought it from said the same BS about this not being covered under warranty, but sent me a replacement part when I told them I will be reporting them to fair trading for not honoring their warranty.

  • dji1111111 on 08/11/2019 - 13:37

    Photo as well

    https://m.imgur.com/gallery/CjQkh4w

    • skid on 08/11/2019 - 13:51

      I am getting a 404 on this link. Are you sure it's public?

      • dji1111111 on 08/11/2019 - 14:06

        My bad. Take 2

        http://imgur.com/gallery/8fTg7Gj

        • brad1-8tsi on 08/11/2019 - 15:22

          Sure it's probably warranty. maybe go straight to Xiaomi?

          Otherwise you need to MacGyver it.

          • dji1111111 on 08/11/2019 - 15:26
            +2

            @brad1-8tsi: Looks like my threats and persistence have worked. They have agreed to send the part free of charge although they are still denying it's covered by their warranty. Also continuing to say it looks like it was damaged on the road.
            Well, it wouldn't just break from being stored at home, would it?
            It wasn't involved in a collision or a fall. It just broke from normal day to day riding so in my book there is no debating whether it should be covered by warranty.

            • brad1-8tsi on 08/11/2019 - 15:28
              +1

              @dji1111111: well done.

              If u were in Sydney I'd give you some alloy strap to make a brace

  • dji1111111 on 08/11/2019 - 13:40

    https://www.ozbargain.com.au/node/393108

    Looks like their track record isn't that great

  • skid on 08/11/2019 - 13:46

    Gearbite are trying to argue that it is "wear and tear" or "customer induced damage", when it's neither the case. It's broken within 5 months and the part that's broken does not contact the road or rider. If you have the time, I'd keep on their case and throw in a few threats too.

    Keep in mind that even if you do get a replacement, the replacement will probably break within 6 months anyway. Can you find something in Bunnings to replace it? Maybe a metal stub/tube or similar?

    • dji1111111 on 08/11/2019 - 14:11

      Yep, like I said it's not big $ and I could just as easily order a replacement part online but the way they make up BS to avoid their obligation is really getting to me.

      Frankly, I didn't even bother claiming warranty on the rear brake light failure because it's a known issue with these scooters. Due to the bad design, the brake light wire keeps rubbing against the rear tyre and will eventually break.

      I think I saw some extra durable aftermarket mudguard being sold so that may be an option.

    • brendanm on 08/11/2019 - 14:14
      +1

      If op had stepped on the rear guard the inserts would have been pulled from the plastic as shown.

      • dji1111111 on 08/11/2019 - 14:20

        That is a big "IF" and the same "IF" could be raised for virtually any claims involving component breakage.
        I don't see how even if someone was to step on the rear guard, it will pull the plastic off like that.
        Not sure if you have any personal experience with these scooters, but the rear mudguard is very flexible and not hard.

        If someone was to step on it, it will just flex to the point where it's pressing against the rear wheel (ie. no big range of movement). Due to the flex, it won't even be able to pull on the plastic with any meaningful force.

        • brendanm on 08/11/2019 - 18:14
          +1

          I have no experience with these scooters, but reasonable experience with all things mechanical, and that looks like the plastic has been overstressed (stepped on, dropped, crashed, I don't know), to the point it has cracked away from the inserts. You can even see where it looks like it has levered at the front of the two bolt section. At any rate, a bit of epoxy and it would be back on there in 5 minutes.

          • dji1111111 on 08/11/2019 - 19:00

            @brendanm: Well guess what. Your theory is not very good it seems because it hasn't been through anything other than normal riding

            • brendanm on 08/11/2019 - 19:56
              +1

              @dji1111111: If that's the case, then it is simply as tshow has stated below, the fixture isn't strong enough for the weight being cantilevered, but in this case it would be an extremely common issue. Have you seen other reports of this issue? His suggestion of a fix is also a sound one, when you get your new guard, make up a little bit of aluminium that covers all 3 holes, and bolts through it from the top.

              • dji1111111 on 08/11/2019 - 20:50
                +1

                @brendanm: Yes it is obviously a design flaw. I haven't done a thorough research but the only common issue i was aware of was with the rear brake light wire rubbing against the rear tyre.
                His fix sounds like a good permanent fix but that doesn't mean i should forego my rights as consumer.
                I will look into this solution once i receive the replacement part

  • websterp on 08/11/2019 - 14:13

    Doesn't solve your warranty claim issue but only a suggestion: Perhaps get one of these and it may reduce vibration related wear of components such as the plastic washer and prevent the screws from coming loose.

    • dji1111111 on 08/11/2019 - 14:22

      Looks like a good idea. thanks

  • [Deactivated] on 08/11/2019 - 16:11

    I can't find the disgusting part.

    • keejoonc on 10/11/2019 - 09:05

      Look harder or go to specsavers

      • [Deactivated] on 10/11/2019 - 09:18

        I'm flexing as we speak.

  • [Deactivated] on 08/11/2019 - 17:08
    +4

    Cantilever force onto three plastic pins with unequal distribution and stress accumulation on isthmus.

    The first pin to break is the middle one closest to the wheel then the other two starts wearing out and breaking simultaneously.

    It's just bad engineering.

    You need a top plate to hold that mudguard down and three nut and bolt setup.

    Edit - video in the comment above adds a bracket to remove cantilever loading

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