I replied to the ticket on May 4th, and didnât hear back.
The issue started when the Xenith placed into a customerâs Prototipo wouldnât complete motor detection.
Since most of the issues I encounter like that are fixed by reinstalling firmware, that was the first thing I did. Which then led to the actual issue, sparking the first email I sent to support:
Followed by:
Thanks for the info Mario. I see you have placed quite a few orders and spent a decent chunk of change.
We fucked up, and I am sorry.
When I explain what I have found, I am in no way justifying the actions. I just want you to understand what is going on. A reply was written to you on May 6th, never sent, and then the ticket was closed. The general work flow is to close a ticket after a reply has been sent, so I am guessing the reply was meant to be sent. I will talk with Justin on Tuesday (its midnight and tomorrow is the 4th).
After reading over your ticket, it seems that there is an issue with three Xeniths. I will be emailing you a return shipping label for 3 of them (after you confirm). When they arrive I can then either process an exchange or a full refund for the product + shipping. Given what you have said about BKB I am assuming you will choose the refund route, but I just wanted to provide options.
You definitely have every right to be frustrated. I am sorry. I will be reaching out to our Help Desk software on Tuesday to see if there is a way to flag tickets that have draft replies and are closed so this dosnt happen again.
I appreciate that, and am genuinely surprised.
If Lee and Apex are being made whole already, and you have extras to send, then Iâll take the replacements. I needed them for Prototipo rebuilds, which has become a staple of my shop, and currently have had to cancel some of those jobs due to this issue.
Iâll be glad to send the Xeniths I have in for replacement, so I await the return label.
And if you could please, check that they flash firmware properly. A Xenith/Unity that canât run 5.2/3 and be used with the current stable VESC tool release isnât really viable for me to put into a customerâs board.
Cheers, and thank you.
Lee will get confirmation of a wire transfer tomorrow.
More Xeniths are in route to us now. By the time yours arrive we should have more to send replacements.
All Xeniths now ship from the factory with 5.3 installed. We also sent the factory two new test jigs to try and limit how many bad units squeak through. One tests the switch at 58V and the other OPENLOOP tests them.
I will follow up your ticket with a return label momentarily.
love seein these happy endings
Anyone have a voyager that wouldnât charge initially?
Mine powers on recognizes that it is plugged in but the battery indicator always says low.
It also has a weird glitch on the battery indicator while itâs plugged in.
I already reached out to bkb directly but itâs Sunday and Iâm putting a new board together later today and didnât want to have to take it back apart to replace my vx2âŚ
Anyone got any ideas?
What exactly are you plugging it into?
3 different usb chargers and 3 different usbc cables
Yeah itâs probably not gonna charge at that point lol
I was gonna say, it doesnât work with USB PD chargers
Anyone have a guess why the remote would show the wrong speed? Vesc tool shows the correct speed when on. The voyager is much slower. I checked all the settings in the remote and they are correct and match the vesc settings. The voyager does want tooth count for both gear values in remote settings right?(has a c after both numbers)
you keep those values at 16 and 32 I believe (at least that gave me accurate speedo)
Even if that is not the actual tooth count?
Things that could affect the speed would be tooth count, wheels size, and motor pole pairs?
Ive used 3 of them and had to set them to very odd tooth count for accuracy.
I put the actual values and that doesnât work. I will try just changing them until it does work. Weird though?
I will do this, just keep changing it till it is close.
Assuming itâs similar to the Uni remote, it wants motor pole pairs (aka usually 7) instead of 14 poles. This should give you the correct speed with the right gearing.
I was gonna actually question whether the op was having readings out by a factor of 2 as this could be the case.
Pole pairs. Set to 7 and now speed matches vesc tool. Thanks everyone!
For any curious @BuildKitBoards took care of me and sent a new one to replace the defective one
