January 14th-15th, 2008- Letter to QLink and Response

I have a definitive process for dealing with the overheating issues on the Qlink Pegasus 150 scooter.

This process has been written, and includes technical data such as torque requirements, figures, and an entire procedure to do the following:

1. Identify whether or not a particular vehicle may experience this malfunction, in under 20 minutes. This is not VIN or Serial Number related.
2. Identify whether or not the head gasket is at fault for the overheating issue, in under 10 minutes.
3. Verify the #2 check prior to a head gasket repair approval.
4. PROPERLY perform the ENTIRE procedure, from vehicle tear-down, to component removal, and back again.

The estimated time from #1 through #4, for the repair and troubleshooting can be performed in under four hours by a mechanic with moderate experience and without specialized training. (This assumes all parts are in-hand.) The only specialized equipment required is a torque wrench.

The process documentation is written and ready to send to dealers and distributors, though you may re-write the process as you see fit.

The process of replacing a head gasket on this vehicle is NOT identical, or even similar, to the process on another vehicle. There are a minimum of three specific items that must be addressed in order to properly and confidently perform the replacement on a Pegasus. While additional items could be addressed in the procedure for good measure, the existing procedure covers more than the minimum involved, and gets the vehicle back on the road in a proper operating manner.

A large effort was involved in finding the solution to the problem, with no help whatsoever from QLink and the authorized dealers in my area when they were asked. I am fully aware that there are dozens of customers complaining about this issue, and tarnishing the QLink name brand. (A brief internet search can easily verify this.) I am also aware that QLink is denying warranty service to some of these customers.

If this information is worth something to you, please contact me. If you are not interested in this information, you may respond or simply ignore this email.

It is my sole intent to attempt to help QLink fix this problem, and redeem its reputation. At the same time, I know there are many customers who need this help. I feel that the products I've had experience with are worthy of this effort, but that the warranty execution is both lacking and against federal law. I am not a dealer or distributor.

We can discuss an arrangement that will have minimum impact on QLink, and maximum effect for the company's reputation, the dealers' reputation and customer relations, and the customers' satisfaction. Trust me when I tell you that it will be well worthwhile.

I have not divulged the particulars of this process to anyone. However, if I do not hear anything back by Friday, January 18th, I will contact as many people as I can, and share what I attempted to accomplish.

Cordially

Qlink responded via the "info@qlinkmotor.com" email address, the very next day:

Tim,

Thank you for sharing your insights with us. Pegasus 150 overheating only happened on 06 model. CFMOTO the manufacturer has changed radiator and design to cure the overheating on 06 model Pegasus. So far we haven’t heard 07 model has overheating problem.

I don’t quite get it what you said in the last paragraph that ‘if I do not hear anything back by Friday, January 18th, I will contact as many people as I can, and share what I attempted to accomplish’. There are a lot of misunderstanding and misjudgments against QLINK, and we reserve rights to take legal process to those people spreading untrue information.

QLINK does honor warranty but it has to be performed by our authorized dealers. A lot of times dealers won’t want to do it, and we have lately terminate dealers who don’t want to honor warranty. However, we have to admit that many customers didn’t take care of bikes and tried to pass the responsibility to dealers or QLINK. We did find a lot of cases like this.

Hope it will answer your questions.

QLINK MOTOR

My response regarding this last email is as follows:

Sir,

Please take your time and read this entire message. I feel it is good news for QLink, with a fair arrangement that will help the company with public relations, and help to sell future QLink products.

You must also realize that the 2006 Pegasus has been offered for sale as a new scooter well into the fall of 2007. I have heard, but cannot verify, that some dealers still have existing stock of this model year. This means, based on the average time between sale and failure, that you could be fielding complaints about 2006 scooters well into- and beyond- the fall of 2008. This means that negative feedback could potentially continue for the same length of time.

Before further discussion it should be understood that the overheating issues had nothing to do with the coolant system, but were fundamentally caused by the improper installation of the head gasket during assembly at the manufacturing plant. Though the affected scooters did overheat, it was a direct effect of a “blown” head gasket, and NOT an issue of cooling capacity. The “blown” head gasket pushed positive, high pressure exhaust gas, into the coolant system. This forced pressure found its way to the only outlet in the system: the coolant overflow and recovery tank. At some point, depending on the severity of the gasket leak and the load on the engine, enough coolant would leave the system that there was not enough to keep the system cool. At this point, and no other, could the malfunction be termed “overheating.”

My personal experience was that this particular scooter never exceeded 55 mph. It was not abused and was used in a manner no different than the owner’s manual, and certainly no different than any other comparable machine. The malfunction occurred on this scooter at 35mph, when accelerating through a curve and up a slight incline. It also occurred within the same week the scooter was purchased brand new, from a dealer that remained “authorized” on your website. The bike was “properly prepped” and was not sitting idly in a showroom for months without being started. A test drive of the scooter prior to sale indicated that everything was in order.

The fact is that I have experienced the problem first-hand. I know the bike was treated well both prior to, and following, the malfunction. It was then carefully evaluated, and during test rides the temperature was not allowed to enter into the red zone. At no point was the gauge ever at its highest point, and the bike was always shut down prior to exceeding the white zone.

It has been five months since the malfunction happened, and it finally got fixed last week. This is simply unacceptable. I do not understand how Qlink could let a customer go this long without a definitive and final solution. Most businesses realize that a satisfied customer will tell three people; and a dissatisfied one will tell a dozen people. This is even more severe when the internet is considered. It can be a thankless job.

The opinion of many customer complaints on the internet is that Qlink left them out in the cold, and will not accept responsibility for any such problem. While this may be untrue in many cases, it doesn’t sound good to potential buyers. This type of feedback is readily available with a simple and quick search of the internet.

I’d like to think the whole issue was a huge misunderstanding, and I hope that my information, process, documentation, and attempt to help you in the matter will turn things around for Qlink; by answering the public concerns. I think it could be looked at as a learning experience for a new company with otherwise good products. As I said: the scooter is an excellent work of art, and fits perfectly for the purpose and market it was sold for. It is not of the quality of major brand motorcycles, but within comparable models it is very good. The market demands a well-priced, reasonably made, safe scooter. I still feel that Qlink offers these.

The issue now is the warranty, and service after the sale. Without addressing these issues, Qlink will continue to receive bad press and feedback. I have some more ideas about how to deal with this part of the problem, but I’ll await any further comment from you regarding your interest in the matter before I go on.

I contacted you because I’d like to help you get rid of this negative feedback once and for all. This, and because I know there are customers like me who have nowhere to go, and no way to fix their scooters. They will assuredly continue to put Qlink down as a brand. Even those who may have abused their scooter should have the ability to fix it themselves. If they did, they are well aware that they did- and a good-faith gesture from Qlink could turn their opinion to a positive stance. It may only be a communication explaining what they need to do to fix their scooters.

You see, my assessment is that you had products with known problems sold to you. You were not initially aware of the issue. This was unfair. My impression, also, is that some dealers were instructing people to continue to ride their scooters when they should have been taken out of service and repaired immediately. The dealers were either afraid to attempt a fix, were unhappy about their reimbursement, or did not want the hassle. Their hope was that the customer would drive the scooter until the motor “blew up.” At that point, Qlink would either pay for a new one, or the warranty would be void. In either case, the dealer was absolved of any responsibility, and Qlink and the customer had to suffer. While some customers may have incorrectly continued to ride their scooters, there have been dealers that told them it was fine to do so. So both the dealers and the manufacturer put your company in a pitiful, liable, position. This is a very important thing for you to realize: it was NOT the customer who screwed Qlink, it was the very people who should be supporting Qlink that caused most problems. Most customers treated their scooter fairly, and the true problem arose when they followed poor advice given from the dealer.

This is very unfair and very unfortunate for Qlink. To keep this information and support from customers, however, is just as unfair. If they ruined their motor without consulting a dealer, that is one thing. There are customers that tell me they took their scooters to shops immediately, and still did not have the problem resolved.

Regardless of your interpretation of the warranty, the fact is that your manual clearly defines this type of warranty as a Limited Factory Warranty. The interpretation you proposed in your previous email suggests that it is a “Dealer Warranty.” The Federal Government can factually take you to task for denying service based solely on the idea that the responsibility belongs only to the dealerships. In fact, when dealers were asked, they called this a “Factory” warranty, and some even admitted it was an unfair arrangement. Qlink, for their own sake, needs to stop this type of communication from the dealer to the customer. As I mentioned ealier, I have some ideas that may help.

Here is what I offer:

1. I will have the information formatted and ready to use. You can chose to use the information to help dealers and customers fix the issue, or do nothing with it. I cannot force you to use it.

2. I will continue communication with you in any way you feel helpful.

3. Just as you cannot guarantee that customers did not abuse their scooters, I cannot guarantee that my process will fix every condition and every scooter. This is mechanically impossible. However, I am quite confident in my analysis of the problem, and have reviewed it with two separate, licensed, mechanical engineers.

4. My process will have a separate section that may be kept for internal organization use. This section will list a number of suggestions what will help enhance quality from the standpoint of the upper end of the engine, to the scooter in actual use. This will include rideability issues, comfort issues, potential safety issues, personal experience, opinion, and suggestions. The section should help shed light on what it means to own a Qlink from a customer standpoint.

5. I will offer a better translated Operator’s Manual. This will include SAE equivalents for all metric units of measure, clarification of some features and procedures, and more.

6. I will offer my assessment of the warranty and how it could be changed to benefit Qlink and the dealerships. Any suggestions should not make Qlink any more liable than they already are, but should open some options for customers. It should better explain the reasonable expectations that Qlink places on the customer.

7. I will begin a new thread of discussion on up to three user forums of your choice. My confidence in Qlink will be restored if this offer is accepted, and I will attempt to objectively demonstrate that lessons were learned and improvements were made. I will act as an “in-between,” demonstrating Qlink’s willingness to fix issues under fair circumstances, provided their policy has been followed by all parties. I have no problem doing so, provided you show interest in this arrangement, for- in my opinion- a lack of involvement by Qlink has been the major issue in the past.

8. I will create an agreed-upon number of images, of professional quality, for Qlink to use in advertising. The images will be studio grade and style, as well as “natural” or “environmental” images showing the product in use or in the environment where it is used.

9. I will continue to report all issues, good and bad, to Qlink as they occur. I will seek permission before discussing major issues in a public forum, and will not do so without express consent from Qlink.

10. I will attend a minimum of one regional motorcycle event, meet, gathering, or ride- every six months.

11. I will agree to advertise Qlink with stickers, banners, or any supplied media that can be applied to the scooter listed below. These will be visible during routine riding, as well as during motorcycle events. Photos will be taken at initial application of this media for proof that the media was applied, and will be repeated for any reasonable request from Qlink. (Not to exceed once per week.)

12. I will continue to direct any Qlink inquires to the Qlink website, and the regional distributor for my area. I will be a good faith representative for Qlink in public.

13. I am open to other suggestions that you feel will help push your products.

14. My original Qlink Pegasus 150 Factory Service Warranty shall remain intact. The fact that I have performed repair to my scooter, and single-handedly solved this quality and assembly issue, should be proof enough that I am as capable as an authorized dealer to perform the work. Based on my discussions with dealer service people, I am better qualified.

Note that items 7-12 will require a set length of time, or frequency. I am somewhat open to this, so please feel free to tell me what you think.

What I would like:

1. I would like a 2007 or newer 150cc or higher, scooter. This will be used for photographs, testing, reviews, and repair. Any supplied scooter will remain my property, unless Qlink decides to renew this agreement and have me test another street legal motorcycle 150cc or higher for the next model year.

2. Six (6) head gaskets for the 2006 150cc Pegasus motor. These will be sent to the six people I know who have a legitimate problem, and have had their warranties voided or are left without a local dealer or parts source.

3. A factory service manual. If a CFMoto manual is the only one available, this is fine. If you would like a better interpretation of the manual, I can add this to the list of items above. If the manual’s body and instrumentation section do not match the Pegasus, and if we both agree, I’ll be glad to re-write that section of the manual for Qlink and include photographs.

Please understand that I am in no way trying to “blackmail” Qlink, but I am attempting to help better public opinion.

The fact that you so promptly responded to my previous email has made me very happy, as I have had nothing but bad experiences so far.

I truly believe in- and enjoy- your product, I think I understand your positions and what happened to you, and I only wish to help. However, I refuse, after spending five months in this ordeal, to simply hand my work over for free.

If you read this email as I have intended it, and with the tone I tried to show you, you will see that I am actually asking for MORE work. This work, in my opinion, should help Qlink better their image to the US marketplace and consumer. It will be enjoyable for me, as I will be tasked with things I am very good at, and have fun doing.

I am not asking for a new scooter to replace my Pegasus. I am not asking because I am greedy. I am asking, ONLY, because I would like to push a new product for you, and create a new image for your products and company.

Please let me know what you think as soon as it is convenient.

QLink's final response to my suggestion was the following email:

We appreciate your offer, but at this moment we will work with our dealers for any product issue.

QLINK MOTOR

Understand that I don't believe my suggestions and offer to be free from fault. I know, in some ways, I was asking for a lot.

However, QLink's last response was a dismissal and a show of complete disinterest in finding a way to fix what they have allowed to plague customers, dealers, distributors, and themselves. They would rather threaten customers with voiding their warranties for posting negative things on the internet, than take a responsible approach to fix the issue once and for all.

My impression is that most customers would have their faith in QLink completely restored, had they chose to take a proactive approach to the problem. Perhaps there aren't thousands of units out there with these problems, and there are many more that run without a single issue.

The condition of these "few" bikes, however, is pitiful. Especially when considering they were bought new, from dealers who were authorized by QLink, and fail before they exceed much more than 1000 kilometers. They are unsafe to ride in these conditions- a complete hazard that could make QLink very liable for injury in an accident.

For now, the offer I made still stands. I want owners who have these bikes to be taken care of. I want those who are now considering QLink scooters as a brand, to know our story- even if it turns out better than what you are about to read in this seemingly unending story. Perhaps they will be willing to fix this the right way. At least now the dealers will know how to troubleshoot the issue, and correctly fix it.

Now that I've done all the work.