I broke one, ended up flooding the whole battery compartment. Appears everything still works due to the grease hopefully keeping the water out of the connection.
Filed a latch claim on their site (actually have filed one a week for the last three weeks) and still no response. Sent them a message on social media, no response.
I can’t get in touch with anybody to help me figure out what I need to do before I take it out again.
I also understand that they’re supposed to be giving out free latches, but no one will respond to me.
Ended up biting the bullet - $130 to order two new ones. Super frustrating experience.
Anyone know what I should do/check before I use I again with the new latches? Has anyone had success getting the new latches/getting them for free?
They get flooded with emails, takes them time to get through them. By far the fastest option is to call them, sounds antiquated but it works. Just call head office during working hours in Adelaide, Australia and someone will pick up.
I’m guessing you have already filled out the warranty claim form online, that’s the first step.
That sucks. I haven’t had a claim as such but have emailed a bunch of times with questions and they never took longer than 2 or 3 days to respond. Pretty good actually.
Seems like they are seeing huge demand, must be struggling to keep up.
You really have to make sure the latch is fully seated. (the J shape fully seated. It can be just a bit off and not really noticeable) If not, puts tremendous stress on it. I only didn’t have it seated properly one time. Was very difficult to open. I am very careful now closing the latches. Push the “hook” part into place while engaging the latch. This is very important. I have had my Gen 2 for over 1 1/2 years, original latches. Their customer service is outstanding. They could be very busy.
It’s a known defect that’s already addressed. Should have been covered by warranty so keep following up on the warranty claim if it’s still available.
From my understanding it’s not really about how you use them, but they had defected batches for some time that are fixed now.
So - update in the interest of transparency. They responded and refunded me for the latches I purchased. They actually responded to two of the three claims I had put in, so as @Airsails said, I think they are just inundated with emails.
Not stoked with the delay (month to get a response) but I appreciate them honoring the warranty. May end up ordering a spare set anyway, better to have and not need than need and not have.