Hows the attitude regarding replacement. PSA for anyone looking at purchasing the “platinum” warranty…
Chat started: 2018-05-18 01:51 PM UTC
(01:51:11 PM) Customer Service: Hi Nick Moad, welcome back! What can we help you with?
(01:51:14 PM) Nick Moad: getting over current fault ondual FOCBOX
(01:51:20 PM) *** Eric joined the chat ***
(01:51:47 PM) Eric: Hi Nick
(01:51:50 PM) Eric: Welcome
(01:51:52 PM) Nick Moad: Hi Eric
(01:52:10 PM) Eric: It happens due to incorrect settings
(01:52:38 PM) Eric: try loading the default settings again and configure it according to your setup specs
(01:52:47 PM) Eric: because FOCBOX must be showing the blue light
(01:52:48 PM) Nick Moad: I assure you my settings are correct
(01:53:04 PM) Eric: and I assure you FOCBOX is not faulty
(01:53:22 PM) Nick Moad: there is no need for sarcasm here
(01:53:32 PM) Eric: I am not showing any
(01:53:37 PM) Eric: I am aware of this error already
(01:53:46 PM) Eric: dealt with it many times
(01:54:00 PM) Nick Moad: ok no worries, which setting are you referring to?
(01:54:06 PM) Eric: FOCBOX settings
(01:54:12 PM) Nick Moad: yep which setting?
(01:54:29 PM) Eric: all of the settings you’ve changed
(01:54:33 PM) Nick Moad: i havent
(01:54:33 PM) Eric: till now
(01:54:35 PM) Nick Moad: its all defaut
(01:54:42 PM) Nick Moad: default*
(01:54:50 PM) Eric: then I think you must configure it according to you setup
(01:55:00 PM) Eric: I am not able to provide you the help with settings
(01:55:25 PM) Eric: because we discontinued DIY support back in AUgust 2017
(01:55:27 PM) Nick Moad: yep so i adjusted bat max to match my battery which is a 3p battery of 30q so max is 45a draw continous. I set each vesc to 22
(01:55:51 PM) Eric: Batt max value must not increase 30A
(01:56:02 PM) Nick Moad: yes 22 is less than 30
(01:56:16 PM) Eric: and what about motor max?
(01:56:20 PM) Nick Moad: 60
(01:56:26 PM) Eric: so the settings are not at default
(01:56:38 PM) Nick Moad: i then set them back to default and have the same issuye
(01:56:50 PM) Eric: check your wiring as well
(01:57:09 PM) Eric: or go to the ESK8 forum for further setup help
(01:57:26 PM) Nick Moad: yeah wiring has been checked. It is all taped and secure
(01:57:38 PM) Eric: If FOCBOX is showing blue light still then it’s just a settings issue
(01:58:19 PM) Nick Moad: well it was still showing blue light on the last faulty focboc i had where one of the motor phase cables had come loose and shorted the DRV so not sure thats entirely accurate
(01:58:52 PM) Nick Moad: so you have never seen over current fault due to a faulty controller?
(01:58:52 PM) Eric: The last one must not be recognizable with the PC also
(01:59:00 PM) Eric: Yeah, never seen
(01:59:21 PM) Eric: over current fault only happens if you have wired the FOCBOX wrong or settings are incorrect
(01:59:39 PM) Nick Moad: even though it was working fine for some time before?
(01:59:46 PM) Eric: Yeah
(02:00:20 PM) Eric: If it was working fine and something got shorted, it might possible to cause of this
(02:01:19 PM) Nick Moad: nothing moved around i dont see how anything was shorted. but if that was the case are you suggesting the focbox could be damaged?
(02:01:47 PM) Eric: But if it damages like this, you won’t be able to get a replacement or repair with out platinum warranty purchased
(02:01:55 PM) Nick Moad: i have platinum
(02:02:07 PM) Eric: Have you already got a replacement on that warranty?
(02:02:18 PM) Nick Moad: yep
(02:02:26 PM) Eric: if you got one replacement already then you have to purchase it again
(02:02:36 PM) Eric: because it works with only single FOCBOX
(02:02:56 PM) Nick Moad: lol wow ok, I’ll have to go to ACCC for a refund
(02:03:07 PM) Nick Moad: this is very dissapointing
(02:03:09 PM) Eric: on replacement you will not able to get the rfund
(02:03:17 PM) Eric: even with the ACCC
(02:03:27 PM) Eric: We have the proof to provide you the replacement already
(02:03:27 PM) Nick Moad: are you aware of the australian consumer guarantee
(02:03:31 PM) Eric: yeah
(02:03:36 PM) Eric: that’s why I am saying that
(02:03:49 PM) Eric: because we already provided you a free FOCBOX replacement
(02:04:03 PM) Nick Moad: then you are misinformed and by being misleading you are actually opening yourself up to a fine from ACCC
(02:04:04 PM) Eric: we have the proof of that which we can provide to ACCC
(02:04:20 PM) Eric: We already dealt with this situation before so it will be fine
(02:05:05 PM) Nick Moad: aside from your obligations it is really disappointing that is your attitude
(02:05:10 PM) Eric: But I’m still sure that your FOCBOX is not faulty
(02:05:14 PM) Nick Moad: anyway, I’ll get things underway
(02:05:37 PM) Eric: Sur
(02:05:38 PM) Eric: Sure
(02:06:20 PM) Eric: you can also email to [email protected]
(02:06:33 PM) Eric: I think higher management can help you with this
(02:07:39 PM) Eric: Is there anything else I can assist you with?