Part 1: Identifying the Part, Order #49117B, Support Email 1

On this page:

Identifying the Part

The first thing I did was visit the screw catalog on the Voro Motors website. To my surprise, the part I need isn’t labeled in any of the catalog photos. I’ve circled the part and indicated it with an arrow in the photo below:

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I used the chat function on the website to contact support and get help identifying the part. They linked me to the listing for an M12 silver cap nut (and the accompanying hook washer, just in case) and I promptly ordered two of each (order #49117B). However, since I still needed my primary means of transportation during the time it would take for the part to arrive, I went to Home Depot in search of an immediate replacement.

Armed with the knowledge that it the part should be an M12-1.75 nut, I located the indicated nut in their metric nut section and...it didn't fit. I could mount the nut on the axle bolt and get it about a turn and a half before the nut wouldn't budge. Even with the help of a wrench. I decided not to force the nut onto the axle, for fear of risking damage to the axle.

I went to my computer and started to research thread pitch. Thread pitch is the distance between the threads on a nut or bolt. I discovered that M12 nuts come in a range of three standard pitches: 1.75, 1.5, and 1.25. I ordered an M12-1.5 and M12-1.25 nut and had them delivered overnight to compare. I tried the M12-1.5 nut first and it fit perfectly. That eliminated the M12-1.25 nut right away.

The M12-1.5 nut, while not a cap nut, allowed me to go about my necessary business while I waited for the official part to arrive from Voro Motors.

Order #49117B

Order #49117B arrived on Oct 13, 2022. The hook washers fit just fine, so I put them away in my spare parts box. The M12 cap nuts in the order (M12-1.75 cap nut, quantity 2) did not fit the rear axle.

Support Email 1

I contacted support again via the chat function to report this issue, and I was directed to send an email to their support department. So I thoroughly documented the issue and sent the following email on Oct 13, 2022:

Hello!

Issue summary: I need to replace a cap nut that recently fell off of my Emove Touring scooter. I contacted support to request the part number, since the part number was not listed in the Emove Touring screw catalog: the cap nut for the rear axle of the Emove Touring. I ordered the item the support staff told me was the correct item, but it is not the correct item. Please see the attached/embedded photo collage as a supplement to the detailed descriptions below:

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PHOTO 1: SCREW CATALOG PHOTO
This photo is from the Voro motors website, from the screw catalog for the Emove Touring (https://www.voromotors.com/pages/emove-touring-screw-catalog ) with the required part circled in red. Note that there is no part number indicated for the cap nut OR the hook washer.

PHOTO 2: USER PHOTO OF MISSING NUT
This is a photo of my own scooter, showing the rear axle with the missing cap nut (area circled in red). Since the screw catalog does not list the part, I contacted Voro Motors support via the chat function on the website. I was told that the required cap nut was SKU Nut-12mm-19mm-Cap-Silver. I subsequently ordered two (one for the immediate replacement, and one as a spare): Order 49117B

PHOTO 3: CAP NUT COMPARISON
The cap nuts I received (on the right side of Photo 3) do not fit the rear axle. I removed the remaining factory-installed rear axle cap nut and compared it to the nuts I received (on the left side of Photo 3). You can see from the photo that the thread pitch is different. I purchased an M12 x 1.5 nut from a third party vendor to confirm that M12 x 1.5 is the correct size. The M12 x 1.75 nut cannot be installed on the rear axle without causing damage to the nut or axle.

CONCLUSION
The screw catalog requires an update with a part number for the rear axel screw (and corresponding hook washer).

1. The corresponding correct part (M12 x 1.5 cap nut) needs to be added to parts available to order.

2. Support staff needs to receive the updated information.

DESIRED OUTCOME
In addition to seeing the screw catalog updated, I would appreciate being sent two M12 x 1.5 cap nuts. 

Thank you in advance for your assistance. Please let me know if you require any further information from me.

Best,

-Kythera C.

Support immediately sent the following reply on the same day:

Hello Kythera,

Thank you for sending the photo. 

Apologies for the mix-up. I have made our shipping team aware of the correct item to be shipped with the photo you sent. 

We submitted a paid order for an M12X1.5 cap nut through our system. If you receive an order confirmation email, please do not be alarmed by it - this order is prepaid and your card will not be charged.

We do this in order to update tracking numbers and for you to keep track of the shipping status.

Feel free to let me know if you require any further assistance.