Qronge

Hi Jesse, Thank you for taking the time to share your experience. We are truly sorry to hear about the difficulties you and your son have encountered with your X1 e-bike. We understand how frustrating it is to have a new bike experience ongoing issues, especially after looking forward to receiving a preorder. We sincerely apologize that the troubleshooting process has not led to a satisfactory resolution. Our technical team provided replacement parts based on the diagnostic results available at each stage, with the goal of identifying and resolving the root cause as quickly as possible. We understand that repeated troubleshooting can be frustrating, and we regret that your experience has not met your expectations. Please know that we have never intended to delay or avoid our warranty responsibilities. We remain committed to resolving this matter and would appreciate the opportunity to review your case once more. If you could reply to our most recent email or contact us , we will escalate your case to our senior technical team and management for a comprehensive review and work toward an appropriate resolution. We value every customer's feedback because it helps us improve both our products and our service. Thank you again for bringing your concerns to our attention, and we hope to regain your trust by resolving this issue as quickly as possible. — The Qronge Team

Hi Cleandra, We're very sorry to hear that your experience hasn't met your expectations. We understand how frustrating it is to have your e-bike stop working after such a short period of use. This is certainly not the experience we want for our customers. We'd like the opportunity to investigate the issue and help you get your bike back on the road as quickly as possible. Our technical support team is committed to diagnosing the problem and providing the appropriate solution under our warranty policy. If you haven't already, please contact us at [email protected] with your order number and a brief description of the issue (photos or a short video would also be very helpful). We'll prioritize your case and work with you until it's resolved. Thank you for bringing this to our attention. We appreciate your patience and the opportunity to make things right. — The Qronge Team

Hi Josh, Thank you for taking the time to share your feedback. We're truly sorry to hear about your experience with your X1 Spark and understand how frustrating it must have been to encounter these issues so soon after receiving your bike. The intermittent power reduction you described is not the experience we want our riders to have and may indicate a component or connection that requires inspection. Regarding the kickstand, we also appreciate your feedback, as customer input is valuable in helping us evaluate and improve our designs. We're especially sorry that our communication left you feeling unsupported. Providing timely and helpful customer service is important to us, and we regret that we did not meet your expectations. If your case has not yet been fully resolved, we would appreciate the opportunity to review it again. Please contact our support team with your order number, and we'll work with you to identify the cause of the issues and provide an appropriate solution as quickly as possible. Thank you again for sharing your experience. Your feedback helps us improve both our products and the service we provide. — The Qronge Team

Hi Brandon, We're sorry to hear that you're disappointed with your experience. We understand how frustrating it is when a product doesn't meet your expectations. We take the quality of our e-bikes and our warranty service seriously. Our warranty is designed to provide support for manufacturing defects, and our customer service team works to resolve issues as quickly and fairly as possible. We're sorry if we fell short of your expectations in your case. We'd appreciate the opportunity to better understand what happened and see if there's anything we can still do to help. Please reach out to us with your order number or contact our support team directly, and we'll review your case again. Thank you for your feedback. It helps us continue improving both our products and our customer service. — The Qronge Team

Hi Tom, Thank you for sharing your feedback and for choosing the Qronge Thunder e-bike. We’re sorry to hear that your order arrived missing a few minor parts. This is not the experience we want for any customer, and we understand how frustrating it can be when you’re unable to complete assembly as expected. Regarding spare parts, we appreciate your concern. Some small components are intended to be widely available standard parts, which is why support may guide customers to source them locally or online. However, we also recognize that in some cases—like yours—the exact part may be difficult to identify or locate, which makes the situation more inconvenient than it should be. Your feedback about spare parts availability and compatibility is valuable, and we will share it with our product and supply team for review. Improving parts standardization and ensuring critical small components are more easily accessible is something we take seriously. In the meantime, if you are still unable to obtain the missing part, please reach out again with the part description or photos so we can further assist in finding a direct solution for you. We appreciate your patience and the opportunity to improve your experience. — The Qronge Team

Hi Julie, Thank you for your update. We sincerely regret your continued frustration and understand your disappointment regarding the delay in receiving the replacement throttle. We would like to clarify that the bike itself is not experiencing a major mechanical or electrical failure. Based on the information provided, the issue is isolated to the throttle component, and our team has arranged a replacement part at no cost to help restore the bike to normal operation. Unfortunately, due to temporary inventory shortages, the replacement throttle is currently on backorder, which has resulted in a longer wait time than we would like. We sincerely apologize for this inconvenience. We understand that your son was looking forward to enjoying the bike and that the downtime has been frustrating for your family. While we recognize your concerns, our support team has continued working within our warranty policy to provide a resolution and remains committed to assisting until the issue is fully resolved. We value every customer's feedback, as it helps us improve both our products and service. We appreciate your patience and welcome the opportunity to continue working with you toward a satisfactory outcome. — The Qronge Team

Hi Julie, Thank you for sharing your feedback. We are truly sorry to hear about your experience and understand how frustrating it must be to have your son's riding plans interrupted by repeated throttle issues. We would like to clarify that the throttle is considered a replaceable component, and while it is designed to withstand normal riding conditions, accidental impacts can sometimes cause damage. We understand your concern regarding the availability of replacement parts, and we sincerely apologize for the delay caused by the temporary backorder situation. Our team has been actively working to support affected customers and replenish inventory as quickly as possible. We are currently reviewing your case and will continue working with you directly to explore available solutions, including addressing your concerns regarding the bike and its performance. Customer satisfaction is very important to us, and we appreciate the opportunity to resolve this matter. Please continue communicating with our support team so we can provide the most appropriate assistance for your specific situation. Thank you for your patience and understanding. — The Qronge Team

Hi Ray, Thank you for taking the time to share your detailed feedback. We sincerely apologize for the issues you experienced with your second Thunder bike and understand how frustrating this situation must have been, especially after your first bike assembly went smoothly. We’re sorry to hear about the bent brake rotor, the damaged cable and frame, as well as the delays and condition of the replacement tire shipments. While we’re glad our team was able to assist with the repair costs and help get the bike back in working condition, we understand this did not meet the experience you expected. Your comments regarding packaging protection and cable routing near the rotor are extremely valuable, and we will share them with our product and warehouse teams for further review and improvement. We are continuously working to improve both product quality and packaging standards to help prevent situations like this in the future. We truly appreciate your patience and your support, and we hope the bike continues to perform well for you moving forward. — The Qronge Team

Hi Alicia, Thank you for bringing this to our attention. We would like to clarify the situation regarding the throttle replacement for your son’s Spark X1. The delay was due to a temporary stock shortage of the throttle component, which impacted our ability to dispatch the replacement promptly. We understand how frustrating this has been, especially with the bike being unusable during this time. The replacement throttle has now been shipped from our warehouse and is currently in transit to you. Once it arrives, the installation is straightforward and should restore normal functionality to the bike. We sincerely apologize for the delay and the inconvenience caused. If you have not received tracking information or need assistance with installation after delivery, please contact our support team with your order details so we can assist you promptly. Thank you for your patience. — The Qronge Team