Part 3: Support Email 3, Orders #49746B & #49808B, Support Email 4 & 5

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Support Email 3

I received the following reply from support on Oct 14, 2022, in response to the Documentation email above:

Hello Kythera,

Thank you for your response.

We submitted a paid order for a a M12 Cap Nut through our system. We made sure the size is correct to the image you sent. 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.

This set off alarm bells, so I followed up right away, also including the photo collage from Support Email 1:

Hi there.

PLEASE review the entire backlog. The cruz of this ENTIRE ISSUE is that I need an M12-1.5 nut, and y'all keep sending me M12x1.75 nuts WHICH WILL NOT FIT. I'm afraid you may have rehashed a duplicate problem, my friend. :(

The reply from support:

Thank you for your response.

I have contact our technician that personally selected your M12 cap nut and he confirmed that the cap nut he picked out is the correct one for your Touring. Please let us know how the installation goes once it arrives.

We look forward to your response.

Order #49746B

Order #49746B for M10 Silver Cap Nut × 2 arrived on Oct 21, 2022. As predicted, the M10 cap nuts are too small to fit on the rear axle at all.

Order #49808B

Order #49808B for M12 Silver Cap Nut x 1 arrived on Oct 24, 2022. This was another M12-1.75 cap nut, which is what I was afraid of.

Support Email 4

This is the reply I sent to support on Oct 24, 2022, after receiving order #49746B and order #49808B and documenting the process of trying the nuts from each, and then demonstrating the factory-installed M12-1.5 nut for comparison:

Hello. I am following up regarding the two most recent attempts to replace an incorrect part.

THIS IS A CONTINUATION OF THIS ONGOING SUPPORT ISSUE. PLEASE DO NOT SHIP ANYTHING WITHOUT CONFIRMING WITH ME FIRST. THANK YOU. 

I have now received the following replacement orders:

* ORDER 49746B for M10 cap nut x 2
* ORDER 49808B for M12 cap nut x 1

I have tried to fit the cap nuts from both of the above replacement orders the rear axle bolt of my EMOVE Touring, and can confirm the following:

* The M10 cap nut is too small and will not fit on the axle (as predicted; see the email from Tue, Oct 18, 10:52 PM).
* The M12 cap nut is YET ANOTHER M12x1.75 cap nut and still does not fit the rear axle. The rear axle for the EMOVE Touring requires an M12x1.5 cap nut.

Please visit this link for video documentation of me trying all three different size cap nuts: video documentation [Editorial note: this link points to the copy of the video I shared on TikTok. The original fileshare link I sent to Voro Motors support will eventually expire.]

At this point, I request to escalate this issue to a supervisor and/or request to speak directly with a technician. I have now received THREE attempted replacements for my original order (49117B), none of which have been the correct part. Like, the identical incorrect part has now been sent to me as a replacement twice.

This is getting ridiculous. I really, really need to speak with either a support supervisor and/or a technician so that at a minimum the correct part can be established and shipped (in the correct quantity), and hopefully whatever communication gap is happening regarding the parts catalog and part availability can be identified and addressed.

Thank you.

Support Email 5

On Oct 25, 2022 I received the following reply to Support Email 4:

Hi Kythera, 

Thank you for the response, though I am sorry to hear of the issues you are having with these cap nuts. 

Having reviewed the situation and consulting with our technicians, we are confident that the correct nut was sent to you. Sometimes it does not suffice to use your hand alone in terms of force to attach a nut like this. We would recommend using a socket wrench if you have access to one. This should allow you to attach the nut successfully. 

As to why you are encountering what you may perceive as an abnormal level of resistance when trying to attach the nut, we think it is probably a combination of the fact that the threads for the nut itself are new, and perhaps some leftover threadlocker on the axle itself, again requiring additional force to attach the nut. 

If you do require additional assistance, we can do our best to assist you, and if you have any questions or concerns we would be happy to answer them, but again, the nut itself, to our best understanding, is the proper nut for your scooter. 

The above reply is the definition of mansplaining. I had to calm down before sending the following reply:

Hi [redacted],

Thank you very much for getting back to me. However, I have to respectfully but insistently disagree with your assessment. Maybe I got an odd Touring that has a rear axle that's got an M12-1.5 thread when M12-1.75 is the standard?

I have verified that there is NO thread locker remaining on the axle. I have access to a socket wrench, but I WILL NOT use it to try and force the M12-1.75 nut onto the axle: if I cannot hand-tighten an M12-1.75 cap nut to the washer the way I can hand-tighten an M12-1.5 nut as demonstrated in the video I sent previously, then it stands to reason that using a socket wrench to force the M12-1.75 cap nut will damage the axle. I hope you can understand that after what I've been going through with just cap nuts, I will not set myself up for a similar issue trying to replace the entire axle bolt and/or entire rear wheel. Especially since I'm not sure if "the part was damaged because I followed a technician's instructions" is covered by warranty.

I am taking the step of ordering a thread checker on Amazon to verify that the M12-1.75 cap nuts are not at all the correct size for the axle bolt that came factory-installed on my Touring. Visually comparing the M12-1.75 cap nuts I've been sent to the remaining factory-installed M12-1.5 cap nut (as well as third-party M12-1.5 nuts I have purchased in pursuit of this issue), the threads have visibly different spacing. SOMETHING isn't matching, and having worked in the quality assurance field for over a decade, I am determined to figure out where the breakdown is. The simplest explanations I can foresee are that I have an EMOVE Touring with a rear axle that doesn't match current factory specs, or I keep getting sent the wrong cap nuts.

Please understand, I mean no ill will. Yes, this is a frustrating situation, but at this point it is a purely scientific need to verify facts and figure out what's going wrong.