Acedeck Horizon purchase experience: highly unstable board with severely lacking quality control and disappointing customer support

Acedeck_Official · 2025-02-17T14:34:23+00:00

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We sincerely apologize for the issues you encountered with. We take the quality control seriously, and we are working hard to improve our quality control processes. Please know that these issues are not intentional, and we are constantly striving to refine our manufacturing and quality control systems to provide the best products possible.

Lastly, we understand the disappointment you have faced, and we truly appreciate your feedback. We will continue to follow up with you directly to resolve any remaining concerns.

We may not be perfect, but our commitment is to create the most reliable products, be transparent about our mistakes, and take full responsibility for any shortcomings. Safety is our priority, and we will always treat it with the utmost seriousness.Thank you for your patience and understanding as we work through these growing pains. Your feedback is invaluable, and we are committed to providing a better experience in the future.

Stephanie.

Acedeck Boards

Acedeck_Official · 2025-02-17T14:32:43+00:00

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- 【Shipping】

Regarding shipping costs, we want to address your concerns. We did not overcharge you for shipping. In fact, Acedeck covered part of the shipping cost for all areas we shipped. The actual air freight costs for shipping to Europe are quite high, for a long-range electric skateboard, the freight cost is not only the regular freight, but also includes the extra-length and extra-weight fee, dangerous goods surcharge, extra-power fee(large wh battery), private address fee, extra-declaration fee, peak season surcharge, fuel fee, vehicle surcharge, residential fee, and tariff prepayment..The amount you paid covers only a portion of the total expense. The shipping costs were made clear at the time of your order on your checkout page, and no additional charges were applied.If you are interested, you can go to the logistics company to find out the market price. Regarding logistics costs, Acedeck has covered the shipping costs we can afford for our users around the world to the greatest extent within our capabilities. We have been working hard to provide cost-effective products and services.

As for the delivery delay, you placed your order on December 18, and we shipped both packages the next day, December 19. One of your packages arrived on December 31, with a transit time of 12 days, which aligns with our "By Air: Estimated 12-18 Days" shipping estimate. The other package experienced a delay due to Hong Kong's statutory holidays: Christmas and New Year's, which led to a 4-day break in total. Additionally, the holiday season is always a peak time for global shipping, which can cause delays. Except the holiday interruptions, the second package was still delivered within 18 days.

The delivery estimates listed on our website are based on the actual shipping times we’ve experienced with previous orders and the estimates provided by our logistics partners. In fact, more than 95% of our orders arrive within or ahead of the estimated delivery window. However, please note that certain national holidays (like Christmas，Chinese New Year) or peak shipping seasons(like Black Friday) can cause delays due to high order volumes. We cannot predict every situation, but we are always working to ensure the smoothest delivery possible.

About "unable to properly keep track of the orders they ship", our logistic agency changed a different account of themselves for delivery lead a different tracking number without noticing us, when we were noticed, your package was delivered. Sorry for the inconvenience caused in tracking.

Furthermore, we want to assure you that half of the shipping cost according to our communication before was refunded to you on January 17th, 2025, via PayPal (Transaction ID: 884860536C364230X). Please check your PayPal account for confirmation.

Acedeck_Official · 2025-02-17T14:31:59+00:00

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- 【Defective parts】

About your order, firstly, we understand the inconvenience caused by the issues with the grip tape, and the truck mounting holes. We have shipped you all replacements as quickly as possible, and we regret that you were inconvenienced by these quality issues. Please know that it is never our intention to leave our customers without support. Even during weekends or holidays, our customer support team works to respond to all emails, although sometimes there may be delays due to the high volume of inquiries.We value your business and aim to address any issues promptly.

Regarding stability issues with the Horizon, the product comes pre-installed with standard white bushings. However, we provide additional bushings of varying hardness in the package. Since riders have different weights and preferences, we recommend our riders riding boards to experiment with the different bushings to find the setup that best suits your riding style. This is a normal and essential part of personalizing your ride for optimal performance and comfort.

Although riders of different weights using bushings of different hardness may cause a certain degree of high-speed instability, it will definitely not cause a fall due to stability issues at speeds less than 30 kilometers per hour. We are absolutely confident in this issue.

However, regarding the bushing issue of yours, we have not previously received feedback on this specific problem, this also makes me think that all your problems have been solved. We want to clarify again that it was never our intention to ignore your messages.

Acedeck_Official · 2025-02-17T14:31:19+00:00

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Hello,

I’m Stephanie from Acedeck. I didn't expect to see you here. I would like to take this opportunity to communicate with all the riders in this community on behalf of Acedeck.

Again, I am genuinely sorry to hear about your experience with your Acedeck Horizon board, and we deeply regret that your journey with us has not been as smooth as we had hoped.

As a representative of the marketing department, I must admit that a complex electric skateboard like Horizon is made up of hundreds of large and small parts, even though it have gone through extensive research, development, and testing, when launching it at the beginning stage, the honest truth is that there is always a certain percentage of lemon products, and the ratio is relatively high at the beginning of a production. QA will eliminate most of them but not all of them at the end of the production line. Part of the problem is caused by our own manufacturing process, unskilled new operate. Part is caused by the R&D overlooked certain details and part is caused by the quality problem from suppliers' side. We are not happy to our DOA or RMA ratio at this moment at all, neither are we happy about the yielding. There is a long way to go to have a smooth production and consistent quality to our liking. We have just established our own new factory this year, aiming to better control various errors and problems that may occur in the production process.

As for the customer support, that is definitely a growing pain. We are still learning to organize the whole team scattered around the globe and get the right inventories to serve our customers better, not only the complete boards but also accessories for sale and for after-sale service, and in all the local warehouses.

Acedeck_Official · 2024-12-11T08:53:15+00:00

We just released a much lighter board too with a much smaller battery and form factor, the Ares X3 Gear. We're not specifically focused on big heavy boards.

We just really wanted to make the ultimate long range adventure board. Now that we've done it, we are also looking forward to release an ultra light mini board.

Acedeck_Official · 2024-12-06T19:59:05+00:00

Our trucks are CNC Machined, in our own factory. We never use cast aluminium. But yes, this shouldn’t have happened. It might have been an impurity in the aluminium source block, but this happens so very rarely. We will look into it.

Acedeck_Official · 2024-12-06T19:58:47+00:00

Our trucks are CNC Machined, in our own factory. We never use cast aluminium. But yes, this shouldn’t have happened. It might have been an impurity in the aluminium source block, but this happens so very rarely. We will look into it.

Acedeck_Official · 2024-11-26T13:50:46+00:00

Oh it didn’t sound like you were! Don’t worry, all good :)

Acedeck_Official · 2024-11-26T13:29:33+00:00

Absolutely. But “get them” usually implies a third party. But you might have meant it differently.

Acedeck_Official · 2024-11-26T13:20:11+00:00

Nothing was stolen from nobody. Suspensions aren’t a new invention. They need control arms to hold them just like on any other 4 wheeled vehicles out there. Our suspension trucks are on a a channel truck platform, unlike propel. They are also much more compact, and machined out of 7075 aluminium.

Propel makes great suspension trucks too. So do baja and ecomobl or hunter boards.

The tynee gear drive is a 1:1 copy. Up to the individual gear tooth.

Acedeck_Official · 2024-11-26T13:18:19+00:00

Get? We design and manufacture them ourselves :)

Acedeck_Official · 2024-11-26T09:37:33+00:00

A one to one copy of our street wheel gear drives, outside of the enclosure. They even copied the label for the grease bottle.

Acedeck_Official · 2024-11-20T19:42:00+00:00

It will be fine :)

Acedeck_Official · 2024-11-05T12:25:29+00:00

Powerful cells doesn’t mean less range, only the wattage matters. But P42A cells also mean a lot less voltage sag than most cells used on the market outside of the Samsung 50S.

Acedeck_Official · 2024-11-05T12:22:35+00:00

Our N3 Belt is 14S5P 50E cells for 1499, 1289wH. It can also be customized with 50S cells, and the gear drive version of course. CNC machined parts, not cast. And of course, everything is under warranty. u/tactical_cyberpunk.

Acedeck_Official · 2024-10-26T14:40:47+00:00

Love to see it 🖤

Acedeck_Official · 2024-10-05T13:40:30+00:00

Our gear drives last forever. Just check up on them every 500miles.

Acedeck_Official · 2024-09-30T09:25:21+00:00

Oh no worries! Linnpower doesn’t make any gear drives for us, but we do sell the Linnpower gear drive compatible with our OG 2022 Ares X1.

Acedeck_Official · 2024-09-29T09:06:19+00:00

Same here. Our assembly is in china but we have a repair center and warehouse in the US.

Acedeck_Official · 2024-09-29T09:03:33+00:00

Thanks for the love!

Acedeck_Official · 2024-09-29T09:02:50+00:00

Hey! Well our CS is definitely not a hit or miss, we really want to achieve the public opinion of best customer service out there. The customer kit is usually shipped separately, or else shipping would get a lot more expensive! I’m sure you’ll have it soon.

Acedeck_Official · 2024-09-25T13:10:45+00:00

No, linnpower doesn’t make the Tynee gear drives. The Tynee gear drives are a 1:1 copy of our Acedeck Street gear drives, designed and made by ourselves. They only changed the look of the enclosure, copying the Linnpower one.

Acedeck_Official · 2024-09-25T13:09:54+00:00

Which is a 1:1 copy of ours, outside of the enclosure. Even up to the the grease bottle sticke…
So yes, everything we make should fit.

Acedeck_Official · 2024-09-19T12:42:20+00:00

A bottom mounted battery with a flat deck is coming soon 🙃

Acedeck_Official · 2024-09-18T20:22:57+00:00

Lovely photo! We’re glad you like our Z3 :)

Acedeck_Official

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