Customer Service
SUMMARY: Would do business with WOWGO again! Premium parts and hardware, great price-point, good customer service to remedy issues if there are any. After doing as much research as possible over several platforms: i.e. reddit, youtube, and various review sites, I settled on the WOWGO 3X for my first e-board. I like the torque of the belt drive, and the ability to throw on whatever wheels of your choice (depending on the core) instead of limited makes of donuts for hub driven; this also seems to bring a more comfortable and uniform ride front - rear. I liked the look of the 3X over similar belt driven boards at the price point, and the ability to have it shipped from a warehouse in the country made it more appealing than possibly waiting longer for a board that shipped from overseas. Many of the reviews recommended checking all the hardware upon receiving the board as the companies quality check isn't as up to par as the components they use. Upon inspection, most of the hardware was installed properly with some exceptions. The left rear wheel had one speed washer installed under the nut, while the right rear wheel had two speed washers; a very minor detail. I then adjusted the belt tension, and while doing so made sure to check the set screws on the motor drive gears; they didn't budge. WOWGO clearly addressed the problems encountered early in the 3X release of these coming loose and causing a loud clicking while riding. After the wheels, bearings, trucks, and bushings looked good I checked the deck. This is where my customer service experience started. Looking at the deck screws that secure the trucks to the board, two of them were overtightened to the point that the heads of the screws were half way through the board. One was on the front truck, and the other was on the rear. Being that I am 6'2" at 205lbs, and enjoy carving, I didn't feel comfortable with that stress being put on a bolt that is already half way into the material designed to reinforce the screw. When I first contacted WOWGO about the problem, they offered a gift card. I would've accepted this if it was something purely cosmetic (like the shallow thumb-size indent on the underside of the board that doesn't seem to be structural as when I tap on it it sounds solid and not hollow which would indicate a de-lamination of the layers.) I let them know that I didn't want any money, just a new deck free of damage so I could ride and enjoy their product safely. I explained the issue again and sent pictures, and eventually they agreed to send a new deck which is exactly what I wanted. The emails back and forth were quick despite the time difference. The only things that would improve this experience would be if they kept replaceable parts in their warehouses with their products. They informed me it would be an estimated 15-30 day shipping which is strange seeing how I ordered iWONDER Cloudwheels a day or two after ordering the 3X, and received them before the WOWGO despite them being shipped from overseas. WOWGO 3X was orders on September 2nd, and delivered on September 9th. Cloudwheels were ordered on September 3rd, and delivered on September September 7th. The IWonder Cloudwheels shipped from Ningbo, CN and the Wowgo 3X shipped from California. So I am not sure why the new deck needs to take 15-30 days from shipping. In the end, I was glad that they were willing to replace the deck after reading several complaints about difficulties with customer service. I would say they have definitely improved, but can still make some minor adjustments. If I wasn't a patient person, I would've given them 4 stars but since they were fast to resolve the issue, friendly ( thanks Yoki), and the damage seems to be a one off incident (I haven't read any other reviews of this happening) I will give them 5 stars.