I follow your points, I was neutral too and ok with everything. But I have lost it at some point. The only reason I got the mate x was for having a Bafang motor and the color display (I have paid extra for) to activate Ludicrous mode. Now I have no bafang motor and I would lose the warranty if I activate Ludicrous mode and we were not told any of this! They were hiding it, giving false copy and paste answers and ignoring us. And I wouldn t even get a full refund! That is all I asked for. So I am ok with everthing but not at all in the disrespectful and unethical way they are dealing with us. There is for sure a reason why they have 2 stars out of 800+ reviews.

@SergioHernandezProduction

4 жыл бұрын

Hey Daniele. Thank you for watching and yes. Its hard for me to respond to this because I am one of the many people that didnt really know about specs but just wanted a fast fun bike and ive learned a lot since then. Im sorry for all this. I truly am. I hope somehow the bike will put a smile on your face and see where im coming from with my talking points. Again, thank you for watching and I hope you dont hate me enough to not support any future videos. Thank you Daniele.

It’s not the issues they’ve had that have been the problem. The communication to the backers has been awful... and that’s the only thing about the communications that has been consistent. The blatant lies about the product have been incredible... you can now order a bike on their website for delivery in October... I’m one of the first backers and I’ll be lucky if my bike arrives by October so how can they keep selling bikes based on this lie? This would all be fine if there was honesty about the mess and the backers were brought in on the decisions that were made. But we weren’t and to say this was caused by us breaking the funding record is crazy. At any point they could have stopped adding extra perks and complexity, at any point they could have said to Indiegogo they didn’t want to extend the campaign but they didn’t because they didn’t learn from the original campaign and were greedy. I’m not new to crowdfunding and backed other campaigns but I’m at the point where don’t really care whether the bike will arrive or not.

@sabrabosewicht2034

4 жыл бұрын

You nailed it! Your last sentence sums it up for me as well. I am not excited at all to get my bike in fact I have a sense of dread and apprehension about just how bad have they screwed this bike up. They could have mitigated much of this with better HONEST and forthright communication.

You’re wrong, the backers backed the bike because of what they promised in the first place. Promised delivery in December 2018, Befang motor. If they said they would deliver at some point in 2019 and they might change the parts out. Then people could make an informed video.

Wow I was looking forward to a balanced and unbiased view from you, I think what you are doing is commendable and sometimes insightful. But similarly your tone of voice matches the MATE X diatribe. I have my bike which is more than I can say for a majority. I have too be honest I was one of the early bird backers (I pulled out), after reading a number of very left field comments from the keyboard warriors on their social channels, I suddenly realised, before the bike was in production something didn't sit right. Using 'US' as a reason for the misgivings for poor planning, failed logistics, component management, extending the deadline (so they could break a record), late deliveries is unfair and not a sympathetic approach. Yes WE are to blame for not asking the right questions, making it clear that we are investors in their business ( its not like they hadn’t produced a bike before) Even I their earlier promos (very slick) they remarked how they LEARNED lessons from their last crowdfunding and based on that success, they were committing to make the MATE X the best bike ever. Let's spin forward 12 months, the bike is not even half it was meant to be, the only customer element of the bike seemingly is the colour options ( come on folks open your eyes). I am amazed that you even had a response from either of the main protagonist in this venture and that you had what looks like a respectable and healthy conversation, this is about 99% more communication than the rest of the investors. Yes it is seen to be one of the most successful INDIEGOGO campaigns and if im truly honest it probably wouldn’t have seen the light of day outside of that. So Sergio, please give credit where credit is due, a lot of individuals INVESTED in a product they believed in (this is how you got your MATE X). In some cases a months salary or a missed vacation, ultiMATEly didn’t deliver on expectation. A year long wait, ok that maybe so and yes there has to be patience, but to find out late In the day, the product sold to the ‘backers' is not what they are getting and im sure you appreciate could cause a huge amount of consternation fro mall concerned. Just imagine for a moment that 80% of investors pulled out of this venture - how happy would you be if you lost your investment and or the product specification was reduced. Everyone im sure had a lot of faith in this venture and were filled with enthusiasm and best wishes for the product to be SUCCESSFUL not particularly for the Christian or Julie, but that crowdfunding on a global platform helped to get the bike to where it is “It was ULTIMATELY the PEOPLE THAT MADE THIS BIG NOT MATE X"

Sorry dude. I appreciate your videos and updates but that seems silly to blame the backers. This whole bs situation could have been avoided if the owners had been open and transparent all the way through.

@SergioHernandezProduction

4 жыл бұрын

Thanks Mitch for watching. Im just trying to put it in a different perspective thats all. We did a good thing but unfortunately they werent ready for so much. Im sorry if you hate me now but I will do my best to gain your support back and hope you get yours SO MUCH QUICKER. Sorry again and thanks for watching Mitch

@MitchellDG

4 жыл бұрын

Sergio Hernandez Hey man, you are fine. I don’t have any issues with you at all and look forward to more Bike videos. I do have a lot of frustration with mate. Did either of your bikes come from Taiwan? I thought your first bike at least was from China. If your second bike is from Taiwan and is a 750 then you could be a good comparison source. Anyway, keep up the good work.

@chantalvanderende515

4 жыл бұрын

He doesn't literally 'blame' the backers. I think you understand very well what he means. If you expect 1000 orders and get 5000, you can't always be fully prepared for that and it takes time to step up to the plate. If then 4950 of the customers jump on the bandwagon to bash you, it takes even more time to step up to the plate. I'm not saying MATE didn't make any mistakes, I don't know every detail, I'm just saying that I think you know full well what he means by 'blaming' the backers.

@MitchellDG

4 жыл бұрын

Chantal van der Ende Are you a backer who has 3000 tied up with this company? I have been since September 2018 and have seen every issue throughout. It’s a hell of a lot more than having too many bikes ordered. It’s poor management who don’t seem to have a clue what they are doing. So I don’t get the point of this video. And again I have no issue with Sergio and overall appreciate what he’s done here.

@chantalvanderende515

4 жыл бұрын

@@MitchellDG No, not a backer, but a buyer. Yes, I agree with you, it IS a lot more than getting many more orders than expected. The main issue for the delay is the relocation of the assembly location due to the new European law on importing from China. But I was merely responding to what you said about blaming the backers.

what a BS, I can;t believe a backer thinks like that unless you get paid to do so. You are blaming the backers for their delays and downgrading the bike???? What about they should have stopped the campaign when it ended and full-fill all the backers with the product the paid for in a timely manner and then reopen the campaign again. This whole company is fraud, they sent out downgraded bikes with often broken parts but customer support doesn't care and won't respond. in the beginning the price seemed to be a pretty good deal and worth the wait but in the end it's a rip off and waste of time

I got mine like 9 months later, It's really nice. Worth the wait for the price.

@SergioHernandezProduction

4 жыл бұрын

Thats what im trying to tell people. Its worth it but they hate me now :(. Enjoy your beast Alberto!

I just recieved my mate x 750 today (Norway). I got the Befang (?) motor that everyone is going on about, so which group of backers is getting which motors exactly? I did also get the upgraded battery i paid for, saw someone in the comments mention that they wouldnt recieve that perk, any reason as to why? I would like to say that the bike is absolutely amazing to ride, BUT the chain broke on my first ride, so it was somewhat poorly assembled, will have to take it into the shop tomorrow to have it fixed. The rest of the bike seems sturdy to me tho, and the battery is amazing, trust a guy that has relied soley on thumbthrottle the whole day (since the chain broke i cant actually peddle haha).

@alexanderj4545

4 жыл бұрын

Were you a backer or did you buy it from their webpage? Mvh.

@AwesomeClassyGamers

4 жыл бұрын

@@alexanderj4545 sorry for the late reply, i am a backer from early winter 2018

I spent $1000 more and bought a Used Harley Motorcycle

@SergioHernandezProduction

4 жыл бұрын

LOVE Harley. Had a Phatboy myself. More fun and Rumble lol. Harley for the win

I became backer of MATE X campaign on 14 SEP 2018 (nearly 1 year ago), and I thought I had my bike by the end of last year... then winter passed, spring passed, summer is ending in short time (I live in Switzerland...). I will hopefully receive my bike in Autumn, but then, I will have to put it in my garage because it's really hard to go biking with rain, snow and at temperature close to 0° C. Two things made me give up from asking for a refund: the good price (in Switzerland you cannot find such a bike for less then 2 o 3 times that price) and the amazing bike's specifications. I hope my wait will be rewarded by an exceptional bike...

@Swampdogg82

5 жыл бұрын

Same story here, but Finland. Soon its too cold to ride. Such a long time to wait.

@SergioHernandezProduction

4 жыл бұрын

Im sorry to hear all that Luca, I really really am. Again,. If I could do more or lend you my bike so you can see that it will be worth it, I would do it in a heart beat and the problem with me saying that is that you would have to take my word for it because its just not possible. Its worth the wait for sure but again, thats easier for me to say. Im sorry Luca.

Confirmation. The motor being shipped is a Changzhou JiaBo Machinery Manufacturing Co piece of junk. I have taken one of these apart and they are garbage. The parts have horrible tolerances and the metal parts... We questioned what metal it could possibly be. It was like a compacted metallic clay. I took it apart because it stopped working after about 20 min in a super cheap bike someone bought at Wal-Mart. I replaced it with a Bafang G1 that worked flawlessly. It's really like a $40ish difference in price and I am sure Mate screwed themselves at negotiating a decent bulk deal on this junk motor. Hey Sergio. Next time I am in SoCal, I can swap your Bafang motor for this one since you are adamant how great these new and improved parts are. Let me know. I will hook you up.

@jt2268

4 жыл бұрын

Julie makes you feel that "JB" motor was made in Taiwan, which is very misleading. CZ JB is a small Chinese company (compare to Bafang). Mate uses cheaper parts for whatever only lose their credibility.

@tsunamas

4 жыл бұрын

Sabra Bösewicht how was the swapping process? I’m considering it

Alright Sergio, I just got my bike...all in one piece 🙌🏾 Let’s ride out and get this So Cal group together. Hit me up...Hudson

@SergioHernandezProduction

4 жыл бұрын

Yes!!! I'm heading out of state but let's start one for sure! It's gonna be a hell of a good time!

Crowdfunding is not a carte blanche for the recipient to do whatever they want with backers' funds. True, projects can fail, and backers understand that there is a risk they will never get their perk. But when a project successfully finishes, then delivers a downgraded product which is clearly a cost-cutting measure, but without even admitting that, that's a different story. If I could claim on IGG or KS that I'll make you a space ship, with the intention of delivering a tattered kite instead, I think people would have good reason to lash out. And I have no reason to believe Mate didn't know ahead of time they will be using inferior components to those they originally showed. I never complained about the wait, but I wanted a good bike. Now I read about cracked forks, failing motors and smoking chargers, and just trying to get straight answers out of mate is an ordeal. Has Mate done everything in their power to make this project a success? Perhaps, but not likely. Have they conveyed that to their backers well? Not so sure.

You have already your bike, so you are not in our position. How can you said Mate didn't know that so many bike were going to be sold, when they didn't care and they keep sending emails asking if you want to buy extra parts. People are free to post everywhere how they feel about mate. Fraud is also when they tell you that they are going to sell you a dog and they give you a cat at the end. Don't treat people like ignorant. I don't care if Mate sale more bike, I want my bike how they promised me. They have a delay, is ok I can understand but what i don' t accept is lies and bad services. The last video from them saying we are sorry bla bla bla etc they said that by mid-August all bike should be on their way and I'm waiting for mine. They are not beginners and apparently they did not learn from their previous campaign. Life is very easy to say everything will be fine when YOU HAVE already the PRODUCT.

@chantalvanderende515

4 жыл бұрын

What a strange way of thinking, what a flawed argument. So somebody got something before you and therefore his opinion is invalid? It could have been anyone. He's just a dude who was one of the first to get his bike, he's enthusiastic about it and he looked into the whole MATE situation for a long time. I have ordered one, don't have it yet, but have looked at the MATE's history, responses, problems, etc. extensively and agree wholeheartedly with him. And, again, I do NOT have a MATE bike (yet). I might not even like it when I get it, there's no way of knowing. But I do share his opinion. So it's very much possible to have this opinion if you don't have the bike yet. Also, if you look at some of the other comments (on this video and others): other people have recently received their bikes with the gear as promised.

I got mine finally. I'd like to get together to compare your OG parts vs my Taiwan bits bike. I'm in LA. Let me know if you have any interest.

HISTORY OF A SWISS BACKER (me) 2018 September 14th Indiegogo contribution #20013 receipt for MATE X Luca, thanks for contributing to MATE X: Most affordable fully-loaded folding eBike. We hope to see you again soon. 2018 September 15th UPDATE #11 The campaign is extended by 7 days! This is the FINAL CALL The extension will not affect the current delivery schedule. Also note that this is, in addition, the FINAL extension to order bikes with current estimated delivery. 2018 October 27th UPDATE #19 Delivery Schedule Below are the Backer Groups organized according to their original estimated delivery dates. Underneath each group is the current estimated delivery date. October Delivery Group Starts shipping*: November December Delivery Group Starts shipping*: December, January 2019 2018 December 11th UPDATE #22 2nd batch is for all backers who ordered their MATE X with an estimated December shipping/delivery. This is roughly 4000 bikes and we aim to ship all of this in February January 9th UPDATE #26 We expect to start delivery to the first MATE X backers end January / beginning of February and continue to deliver the full campaign during Spring 2019. March 28th UPDATE #34 APAC, Norway, Switzerland, Canada, Australia, New Zealand & Mexico: 1667 bikes will be shipped in the next 4 weeks from China. Backers will be informed within the next 2 weeks by direct email. …We promise you that within the next 2-4 weeks we will provide each of you with exact information on which production group you belong in and when you can expect the bike. April 12th UPDATE on your MATE X Hi Luca… We have GREAT NEWS for you. You are one step closer to receiving your MATE X! Your order #XXXX is currently being assembled and prepared for shipping. We have scheduled a final Quality Control inspection in 10 days and once this is cleared your order will be boxed and loaded onto the container. April 26th UPDATE #40 Group B Mexico/Japan/Switzerland: Estimated loading time by May 30 May, 28th UPDATE #46 Mexico/Japan/Switzerland: Estimated first loading time by June 14 Overall, Group B is on track to have 90% finished production by June 10th. This means an we are about 2ish weeks behind depending on loading schedule and QC checks. July, 6th UPDATE #49 Over the following couple of weeks, it’s AUSTRALIA and NEW ZEALAND followed by SWITZERLAND, MEXICO and JAPAN. We will keep you all posted as we go along and your bikes are loaded. All bikes are scheduled to be loaded before end of July. August 1st UPDATE #52 Within the next 4 weeks we expect everybody to have received an email with tracking information. August 3rd UPDATE #53 Still ACTIVELY working on shipping solutions for Switzerland, Japan and Mexico… August 23rd UPDATE #56 SWITZERLAND, NEW ZEALAND, MEXICO AND JAPAN Countries where we ship directly by container that are not yet on sea are next up. There is good news here as now we have finally gotten shipping solutions to all these countries. We are finalising the deal and will soon come back to you with the schedule. In a week's time one year will have passed since I became a MATE X backer. 12 months have passed and, as can be read above, there have been “monthly” statements that did not come true. It is clear that the business has grown enormously, the world political situation has become complicated and, despite that, they never wanted (I hope ...) to lower the quality. But both business, risk and profit is theirs, not mine. I am a customer who has been promised something that has not been maintained and keeps suffering from other people's business problems. I think it would be right to have a recognition for this "suffering": for example a gift, an important discount on future purchases, I mean, something that shows the real concern for not having kept many of the promises made during a year.

Sergio you are missing the point. The vast majority of us would be less bothered if the company actually gave us some feedback. The majority of us paid our money as soon as it was asked for and some time after we received an Email saying the bikes would be being sent out at the end of July beginning of August but if we didn't pay we wouldn't get our bikes. Obviously that set off a chain reaction where we wondered what happened to our money. They did give a weak apology some time later that it was sent out to everyone. What sort of marketing trick is that? Alienate customers who have put up the money up front and then after one Email leave them to stew. Let's not forget that there are lots of scam artists on the internet using similar tactics to take money from people all the time and we know diddly squat about this company. How hard would it be to send an "Email to all" pointing out the problems they are facing and asking us to be patient and maybe offering some kind of timescale in which the problem will be resolved. As it is they have alienated what in this day and age must be considered good customers who are prepared to put the money up front and take the company on trust. All I can say is, never again, as at 72 years old I now consider that I have been a fool and after asking for my money back have been ignored. I guarantee it will never happen again. I am actively thinking of trying a class action through the court for the return of all our money. I don't want that and I am sure the company don't either so surely the best thing is for them to communicate with their customers.

Thanks for posting.Sergio, it’s hard to believe that someone is neutral in this situation after buying 3 bikes from this company :) I like your videoskills & content anyhow, and I see how you are putting effort in helping them to clean up this greedy mess because you believe in the product (they should hire you,man!) IF you bought a ticket to a concert and it seems soldout when you arrive at the venue,no entry,should you blame yourself for liking the artist? No,the organizer should have stopped selling tickets in advance or looked for a bigger venue.We are not responsible for this. Negative testimonials about a company are only useful when the company uses it to grow better. We all hope to get lucky with a bargain ebike. How long it will last,nobody knows. The complains are about lack of communication,disinformation and company ethics. They will not get better as a company if they don’t put effort in these aspects.They are horrible at this.Good bike or not. The wait is not the problem anymore,after all these months,it’s the way they keep you waiting. It’s unfair to blame backers for not knowing ‘crowdfunding risks’ when it’s the responsibility of the founder to provide the information during the process. The only one to blame is the founder of this campaign.His greed to extend and extend and extend.. Feel free to delete this comment.Mate is doing this all the time

@SergioHernandezProduction

4 жыл бұрын

I wont delete it lol. But youre right in so many areas. I was just trying to put it in a different perspective. and im not a greedy person but if I had the chance to break the record in something, I think I would do my best to do it too. But with that, comes a lot of pressure to deliver and thats where I think they didnt prepare correctly. But you have to give them props for trying very hard by opening a factory and now running two in two different countries. All im saying is, they are far from con artists and companies that dont care about their customers wouldnt be doing such steps. Thanks for watching and supporting me. I hope you dont hate me enough to stop. Thank you!

@SSTMKS

4 жыл бұрын

@@SergioHernandezProduction It's all about communication ,leaving people in the dark for 2 weeks with nothing but generic replies shows a very low level of customer service. I also read lacking support for recent deliveries with broken bikes..

I agree with most of your comments, however it is obviously frustrating to still be waiting for my bike when I was a backer near the outset so i have been waiting over a year!

Let me get this straight, extending the campaign for months was our falt right? not indigogo and mate that wanted more money? Even if Backers were angry for extending the campaign multiple times it was our falt right Sergio?? camon stop shooting this PR BS i though you was a KZreadr, not a corporate puppet.

@SergioHernandezProduction

4 жыл бұрын

Lol. Lorenzo, thanks for watching man. But i honestly dont even consider myself a KZreadr just yet. I have too much respect for those that truly are but I appreciate your words and to answer your question. I dont think its a matter of greed but more a matter of accomplishment . If I had the chance to break the record in ANYTHING, I 100% would do my best to do so. They just werent prepared. Sucks and I wish I could do more for all of you but I have no say and only have this platform to try to put my perspective in it. Its worth the wait and I hope you get yours much sooner and see what I mean. Thanks again for watching and hope you dont hate me now. Thanks Lorenzo

Got ahold of a Mate X bike, and I’m not a backer, pretty effed up if you ask me. Overall, Mate X is pretty awesome, no complaints so far.

@kiwimon3204

3 жыл бұрын

Isaias Rosa's. Same. Bought my Mate X brand new from Facebook Marketplace in December 2019 from a private seller. Love it and still working fine. Bought a bigger battery capacity. 52v 17.5ah from the Facebook group mate X battery project. More power. Range and acceleration

I got one of my Mate-X's last week, still waiting on the 2nd. It's a decent ebike for the IGG price. It's got it's shortcomings that have nothing to do with the campaign, but it's a better bike than the bulk of cheap Shenzhen clone eBikes coming off the boat. I've got other ebikes, but I don't think I would buy another Mate. There's just great options that you can buy and ride off the showroom floor right now for the same retail price as the IGG early bird offering, and I'm not talking $3k Super73's. I would have just busted out the credit card and bought a Rad Mini. I was willing to keep waiting, I had to do the same thing with my Juiced Scrambler, and no doubt the Scorpion I just backed will be showing up later than the stated March delivery date as well. The delay wasn't unexpected. What burned me was the snotty group email that said they weren't going to give shipping updates anymore, you'll get it when you get it, don't ask. And they weren't lying. I got no email saying it was on the way, it simply showed up. Lucky I was home. Not cool.

Don't blame the sponsors. This campaign has been one lie after another. The last deception was to replace the bafang engine with a worse one. Don't hurt impartial we have already seen you partying with the owner of Mate How much does MATE pay you for these videos?

@SergioHernandezProduction

4 жыл бұрын

Manuel. Look at my Sub count. MATE wont give someone like me money for what? I havent done anything. I just like making videos and love the product. Thats it. And the day I met the owner was literally for me to show you guys that people love the bike and for me to get any info for all of you from Christian. Not for me. Sorry if this video made you hate me but just trying to put it in a different perspective. Thanks Manuel

@keneucker371

4 жыл бұрын

Well, at least the influencers got their bikes first, right? He got his bafang motor. I'll just have to settle with whatever shows up at this point, if it shows up before December 2019...

I just got my bike a week ago and I have to say it is pretty cool and it goes pretty fast but I have so many problems with this company first of all the bike arrived with no paper manual, nothing telling me what specks arrived with it nor how to use it and I just simply couldn’t get online at the time I got it so it was a struggle. The bike arrived with a flat back tire so I still haven’t had the time to drive it 30 miles away from my house to get it fixed at an electric bike shop because no shop in my area wants to work on it. So every day I put air in the back tire and drive it around town and I been riding it to work and back it feels awesome but everything rattles I’ve lost nuts and bolts and had to replace it twice until switching to zip ties. Anyways the sent me the wrong battery. I had paid for the Boosted battery that costed more. I’m missing the extra tubes that I purchased with the bike and then the other day the weirdest thing happened in between the hinges a screw came out of its hole and it stopped the bike from bending in half so I got pissed off and bent the bike anyways and it completely chewed the metal in between the hinges and it looks super fucked up. I messaged mate, and left voicemails, and still haven’t heard a thing, I think this bike is going to die on me soon and I’m just going to have to take a big fucking L. And looks stupid for telling everyone how cool it was and how I had to wait a whole fucking year for it. Thanks mate! But hey man I’m not hating on your video here seems like you put a lot of time into them and hope you succeed I’m just letting the whole community know what’s up.

Got my money back less the firms "expenses" but they didn't enlighten me what those were. Certainly weren't the costs for communicating with me because it is the worst firm I have ever dealt with for that.

I got my Mate 2 days ago, waited 11 month, the bike is great.

@Chantal Van Der Ends, first I can't agree more that Sergio is a really nice guy and his videos are great. I only know a little about Danish culture but if you were to walk around Copenhagen exclaiming how great you are and boating and launching into an elaborate"look at me" campaign of Hollywood fronting you would be publicly booed. The self praise is not cool. So the whole Coachella and Maxfields trip was odd and a crazy choice of where to spend money but it's their company and they can do what they like. I did actually get both my bike, delivered days apart and I will do a video about everything that was wrong and, how to upgrade parts like new rear shock, new suspension seat post, new motor (German) and control unit. The bike is what I expected. It's not perfect. It's a really decent platform to start with and comparing this bike to early Mates, the welds are much better on the frame but overall the tolerance are not so good. More later...

Must have been tough to talk for 13 minutes of absolutely nothing.

@SergioHernandezProduction

4 жыл бұрын

Lol Gai. Youre right. Sorry for not putting more detail in the matter. Im new to this game and I basically did this video for everyone in the facebook group that knows the situation and didnt do my part for those that didnt know. Sorry about that, next time I will put more info for sure. Sorry about that.

@chantalvanderende515

4 жыл бұрын

Why the f are you so nasty? Completely unnecessary.

Yes they are not a Scam But the Mate Bike Company Information is wrong 95 % of the time. Mate Updates they pretty much mean nothing. Company could do with a course in Ethics and Truth telling. They are 100% incorrect about timelines 100% of the time. Here is my specific updates / Story. Mon FEB /2019 8:11 p.m. You will most likely be in Batch 3 scheduled to be shipped in April. posted by Christian Adel Michael Mar 29, 2019 • 10:26AM APAC, Australia, New Zealand & Mexico: 1667 bikes will be shipped in the next 4 weeks from China. Backers will be informed within the next 2 weeks by direct email. Sat 13/ April /2019 4:19 a.m. We have GREAT NEWS for you. You are one step closer to receiving your MATE X! Your order is currently being assembled and prepared for shipping. We have scheduled a final Quality Control inspection in 10 days and once this is cleared your order will be boxed and loaded onto the container. Apr 27, 2019 • 3:55AM Australia - New Zealand: Estimated loading time by May 20 Update May 29, 2019 • 5:48AM Australia - New Zealand: Estimated first loading time by June 7 posted by Julie Kronstrøm July 16, 2019 • 2:19AM Australia is up next with most bikes ready and packaged. The importation documentation is being processed and we expect to be loading over the coming 1-2 weeks. July 16 Christine V NZ are being sent by shipping container separate from Australia. From what i hear they are directly behind Australia to ship out. July 26 2019 Via Email. "Hey MATE! Hope you are well! MATE has recently changed to new CS Team and we are working hard in order to solve all the overdue requests. As such, we are looking at your case and will get back to you during 5 days. " August 6 th Still no support ticket after a 5 day promise on an 8 week old ticket. Julie Kronstrøm Aug 4, 2019 • 12:03AM New Zealand is almost ready to go! Update: Julie Kronstrøm Aug 24, 2019 NEW ZEALAND Countries where we ship directly by container that are not yet on sea are next up.We are finalizing the deal and will soon come back to you with the schedule. September 9th 2019 Your MATE X is on a container which will depart on September 10th 25th of October .. It arrived. Very cool Bike. And the Irony of all of this Here is the Headline of the indiegogo Campaign "The wait is over. It's here." LOL

I saw a commercial yesterday with the mate X from mate, being delivered for free with a lot of extra's where we had to pay for (also the shipping) and the price starts 1799 euro ???? I paid more as a backer. I informed for a refund but only get back 92% and more cost will go of of the refund. If I knew all this I didn't bought it, but hey we are backers so no rights. Belgium Europe

@stevendemolder6653

4 жыл бұрын

from their website pfffff so who's lying to us? MATE X: We are delivering all webshop MATE X orders September 15-30th - depending on your country. We expect some countries to be delivered even earlier in September.

@chantalvanderende515

4 жыл бұрын

I highly doubt you paid more than EUR 1800 as a backer for the specific bike you saw for that price on the website. I have seen backers name all sorts of prices, but not EUR 1800. Maybe you went for a different battery or something, which caused you to pay more?

I have a different problem from most buyers. Unlike you seem to have done Sergio I wanted a bike for fitness but at 71 years of age and living in a very mountainous area where temperatures are challenging in the summer (Spain) I decided an electric bike might be a better proposition than just an ordinary pedel bike. I am now in a bit of a cleft stick because I have paid my money and there is no sign of the bike. I paid the full amount as soon as asked only to receive an email some time afterwards saying the bikes would be sent out end of July/August. Obviously after having already paid that caused some worry. They did eventually apologise as it seems they must have sent the same email to everyone. There is still no word on delivery so either the last email was a lie or they are totally incompetent. This leaves me with a problem. Another birthday has past and still no delivery update which makes me wonder If I will still be fit enough to ride it when and if it eventually arrives. It doesn't matter how good a product is if customer service is so crap that customers wish they had bought from elsewhere the business is bound to fail. I note also that they claimed if you were unhappy with the bike in the first two weeks you could receive a full refund but now wonder if that was also a lie. I have actually asked for a refund because of the special problem I have got but have not been answered other than with an automated email telling me they will be in touch but are receiving a high volume of emails. That in itself shows how unhappy customers are and doesn't give confidence. In fact I was actually wondering if they had gone out of business and only had a server putting out automated replies. Not your fault Sergio I know but I am posting this in the hope of actually getting some information from someone as the firm is not very forthcoming.

@raymondmorgan1992

4 жыл бұрын

I missed out the part where when they sent out the email saying it would be delivered July/August it also said unless I had paid in full I wouldn't be getting it. That is why I was concerned. Sorry for that mistake.

Promise? What exactly are you promising? The customer service is shit. It was like that a year ago, it’s like that today. No company can survive w/ shit service. Period.

Compliments, Sergio, for your video (well, I like all of them, but felt compelled to specifically react to this one). It is so sad and disappointing to see people's responses (to previous videos and this one). I can fully understand people's disappointment. Of course I can! But it seems that many people haven't even read MATE's explanation about the delays online (on the Indiegogo campaign site, on their Instagram, etc.). They are disgruntled and therefore lash out. If they really, truly have had enough, they can ask for their money back and they'll get it. If they don't, their bike WILL come. And it will most likely be great. Sure, MATE could have done some things better, but mostly those things were because they did not expect this kind of interest. If you have a crew of a few people, but get hundreds of messages a day, it takes a while to scale up. And then the law that came into effect, causing them to literally relocate their facilities to a different country (which is so much hassle I even think they managed that rather quickly instead of slowly!). I think this is all such a sign of the times. Screaming behind your screen is so easy. And again, I understand people's frustration and I can totally imagine people wanting to pull their hair out at some point when trying to contact MATE and not getting any response. Sure. But everything can be explained and MATE has done that several times. But people don't want to hear that because it's much easier to rant. Worst of all, I think it's horrible that you get so many nasty comments. It's bad enough when they're aimed at MATE, but it's worse when it gets personal. You are just a cool dude who happened to be amongst the first people to get this bike delivered. You have been very positive about it, yes, apparently, that makes it suspicious. Apparently, negativity has become the new normal, and if you're positive about something, you must be affiliated or sponsored. What a sad state of affairs that is. And because people are frustrated and disappointed (understandable), they take it out on you (quite a bit less understandable). I think it's very cool that you posted this and I agree with what you say. I'm sorry you got so much sh*t for just posting fun videos (that actually helped us quite a lot when choosing our bikes). Thank you for being funny and informative and honest.

@chantalvanderende515

4 жыл бұрын

For the record, we have purchased a MATE X online, from their website. I.e. full price, not from the Indiegogo campaign. We had a few questions and MATE has responded. A few days later than hoped, but still within a somewhat normal timeframe. I also see that somebody from MATE is working diligently to work her way through all the Trustpilot reviews and questions, so a lot of information can be found there (and evidence that MATE is still very much on the case). What people also mustn't forget: many people bought this bike at a GREAT price. Sure, still quite a lot of money, but much, MUCH less than it retails now. We paid full price because we hadn't heard of it before. Many of the backers paid much less. And yes, they've had to wait a LONG time, but if it finally arrives, you'll have that satisfying feeling of having something cool that you purchased for much less than those of us who were late to the party.

good break down sir! easy to let our emotions get the best of us and just go crazy mode. I got my bike and I am very happy so far! Will be putting it more to the test this weekend on a long trail. But its a blast no doubt!

@SergioHernandezProduction

4 жыл бұрын

Jonathan! Glad theres still people like you that believe in me lol. Glad you have your beast on you and yeah, its the best and so much fun man. Thank you for your support and hope you continue to enjoy it for years to come!

Finally, a sensible opinion. Thumbs up for this video. I already rode about 900 km with my mate X, it is just a great bike, still after 2 months I take any opportunity to take the bike for a spin, it's addictive. It is so much fun. It's not all gold here, mine came with a spot on the screen. Still waiting for a replacement. But hey, considering (just like Serge is saying) this huge success this will give also a lot of problems. But we backers need to understand we are not buying from Walmart here. we are backing a crowd funding with all the problems to be expected however I can tell at the end you will receive a really wonderful bike. There just a few notorious winers out there after mate from day one just trying to trash them where ever they can and the worst part is that they haven't seen a mate X in real life yet.

@SergioHernandezProduction

4 жыл бұрын

Thank you Mishter! And yeah, only people like you will understand what Im trying to say. I wasnt trying to bash anyone but the bike is worth the wait and we just all got to be a bit more patience and understand that we as a team did a fantastic job putting this bike in the record books but with that, comes a whole lot of patience. Thanks again for supporting!

@chantalvanderende515

4 жыл бұрын

YES! So much YES to this! And I don't even have our MATE yet (we're not backers, we're very late to the party and ordered one online, i.e. full retail price). Looking forward to it. But even on the off chance we don't like it, that will not change our opinion about their campaign and the troubles. I understand completely that people are disappointed that it is taking so long, but the negative power of (social) media is very clear here. It's also very clear that people have no idea how some things work in cases like this. Overwhelming success, needing to scale up, having to stop production due to new legislation and start it all up again somewhere else... I'm not saying there isn't room for improvement, but some people seem completely ignorant about all this. Again, I understand their frustration, but I also think many are just jumping on the bandwagon without really knowing how things work. And, sign of the times: negativity is so easy, especially from an anonymous screen. Many seem to WANT this to fail, which is the saddest part. They seem to willfully ignore the fact that people are getting their bikes (as they can even read in the comments on this video), because anything positive will ruin their chances to rant. I'm all for being critical. I might not even like the MATE X when it arrives. It may have faults that I will then be honest and realistic about. But that's the keyword here: realistic. Long story short: happy to see a comment like yours here.

Sergio, I really appreciate this video and agree that we are all in this together. The anger and negativity expressed on the sites is depressing. Looking at the situation as you just described will hopefully put the wait in perspective for some. Unfortunately, I believe some are so far gone you will never reach them. It’s sad. I’ve been riding my MateS in Big Bear (and SoCal) and there are so many awesome trails. I look forward to possible community rides that are fun and provide an opportunity for camaraderie. I sure hope that day will come. Meanwhile I patiently wait for 2 MateXs and sift through the negative hateful posts In search of the fun positive ones like yours. You just made my day! My thanks also to Dishop, Hartlieb, Decker, Rachelle and others for their info and experiences. You all make the wait easier.

@SergioHernandezProduction

4 жыл бұрын

Hi Teresa! Thank you for watching! No way youre in Cali!?!? See, this is what im talking about. I want to ride as a HAPPY Mate X or S community. Hopefully I get to meet you soon. But youre right. Some are past trying to see different points of view and will hate me from now on lol. I hope to continue to make people like you happy though and I hope for a speedy delivery on your MATE X's

@chantalvanderende515

4 жыл бұрын

I just wanted to say I love your comment. With all the negativity (some justified, mostly not), it's refreshing to read this.

Timely message. If you want instant gratification, go to your downtown bike shop. We are getting a great product and an exceptional price. Sure I’d like to have on time delivery, but net it’s still a good deal

@sabrabosewicht2034

5 жыл бұрын

You, are insane.

@SergioHernandezProduction

4 жыл бұрын

100%. People forget what crowdfunding is but thats ok. Im trying to put it in a different perspective hoping they understand where im coming from and thank you Ben for watching and understanding. I appreciate the support bud.

like you said, no matter what you say, they will always hate! Im really hopeful still! every start up company has its flaws ^-^ once the train is on a roll, it'll all go smoothly! :D

Thanks for your video! I agree with your message and I try to avoid all of the negative comments from frustrated backers. I know once I get my bikes I'll be happy as a clam and hopefully never driving my car again. I already switched to commuting to work with my regular bike and have been loving it so far. I plan on using the Mate X to go on even further trips. I received a container tracking number and got instantly excited and hyped. This has been tough because there still is a long wait for shipping, customers, and then final delivery. I am assuming that only one bike is going to show up, but I do hope I get them both and am finally done with this wait. Can't imagine Thanksgiving 2019 passing by and still waiting for a bike.

@sabrabosewicht2034

5 жыл бұрын

When your cheap motor burns out, and your cheap battery fails, and your gears and details are so rough to be unusable, and the cheap spring in your rear shock breaks and your super cheap display goes black. Contact me. I already have all the quality replacement parts you will be to make this a workable and truly great bike. What you are getting is garbage.

@SergioHernandezProduction

4 жыл бұрын

Hey Jeff! Thanks for watching man and having a good positive vibe with all this. Same happened to me. I only got one bike from my XOXO package but maaaaan it was well worth the wait let me tell you. I hope you receive yours very soon and enjoy the beast because itll be hard to not smile while riding that thing. Thanks again Jeff for watching and supporting man I really truly appreciate it.

I got my bike earlier this month, and I must admit that it does run as expected. But when I say as expected, I mean considering the parts swap. We have to remember that the computers for the Mate X and the software that runs them were programed in china, for Bafang parts, with Bafang component tollerances. The alternate parts can actually run quite relliably under normal operations, but may have misgivings under high tollerance situations. So it basically means, don’t set your motor to run at maximum output but rather, a few miles per hour below the maximum. The computer does not know that it is not running a Bafang motor, but you do. When climbing hills, gear down your shifter to assist the motor and reduce high stress component wear situations. The wrong goose can still lay the golden egg, one just has to bear that in mind and the bike could last you for years......in theory at any rate!!!

Hear hear! You're absolutely on point and i agree with you..

@SergioHernandezProduction

4 жыл бұрын

Thank you Vivasvan! I appreciate your support so much. Many people hate me after this one so im grateful for you. Thank you!

I agree with your video Sergio. I'm an early backer from the UK and yet to receive my bike, its currently on the water and due at the end of Aug, cant wait! I've been happy to wait for my bike as I've backed various things in IGG and KickStarter and rarely do they arrive on time, but I'd rather receive the bike that takes longer to arrive if it great quality instead of a shoddy made bike that arrives quickly. The only thing that gripes me is the backers that didn't add perks will likely get a few for free on their bikes. I'm happy for the backers who will get these, but I added quite a few perks to my bike, which I had to spread out buying over the course of the campaign being extend as I couldn't afford them all at once, but didn't want to miss out on the price discount from buying with the bike instead of the price after the campaign ended. I'd rather they give away whatever free perks to the lucky backers, but give some sort of Mate voucher to those who paid for all those perks, even if it was a £50/$50 voucher or something, I know I'd probably use it towards getting a spare battery perhaps, I think that would be a nice gesture, what do you think? :)

@sabrabosewicht2034

5 жыл бұрын

Enjoy that Changzhou JiaBo Machinery Manufacturing Co motor Mate put on your bike. I forgot to mention, it's really noisy as well as poorly assembled. I am putting a bulk order of Bafang motors together. Hit me up when that junk motor dies.

@SergioHernandezProduction

4 жыл бұрын

Hey Steven, thank you for watching and having a good positive tone with everything thats happening. The free perks does suck but again, all of this happens to every company. Even Tesla. They are now doing the color White for Free and Free supercharging on new Model S and Model X's. Im sure theres a lot of new owners upset about it because they didnt get those perks but sometimes you got to do that so the company continues to do well. Its a crappy situation but it must be done. Really hoping you get your bike sooner than later and cant wait to hear how much you love it.

2019 backers have received their bikes, while original week 1 backers have not. Blame Mate for their greed and lack of judgement, extending the campaign and thereby not being able to deliver. I know that in a production line it makes sense to focus on few specifications rather than 100 different. But it was Mate who estimated that they were able to deliver. The first backers - campaign start to 14.aug 2018, should have had less perks or the perks being standard configuration (enhanced battery, brakes, color display etc.) and much fewer colors to choose from. The early backers could have then be pointed in direction of the store, to buy fenders, racks etc. Instead they added Imperial Woodland and Jet grey as options, to complicate it even more. Instead original backers have been left behind and Mate has a severely damaged reputation.

@SergioHernandezProduction

4 жыл бұрын

Hey Mileski. Firstly, Thank you for watching regardless if you hate me lol. But youre right as well. My main point of my video is basically to look at it in a different perspective. Of course they have major flaws to fix but even though they thought they were ready, they werent ready for record breaking numbers and thats where mistakes happen. Im not trying to put anybody down, im actually trying to say we did a great thing together but the result of that has lead to all of this which sucks but the bike is worth the wait. Again, easy for me to say cause I have mine but I hope you soon know what I mean. Im gonna try to reply to everyone, Hope I can still have your support in future videos

@m1len1

4 жыл бұрын

@@SergioHernandezProduction Hi Sergio. I don't know where you got the opinion that I hate you, cause I don't. I very much like your videos of the Mate, and hope that everyone will enjoy it as much as you :)

Nothing against you man but it’s easier to stay positive when you’ve received a bike with exactly what you were expecting equipped on it. I would happily wait another year to receive a bike without all these Chinese knock off garbage parts and get a bike exactly like yours because that’s what I paid for not the piece of shit that’s coming.

@sabrabosewicht2034

5 жыл бұрын

Exactly!!! Sergio berates us late backers as unreasonable yet he would never want to swap his bike for the junk bikes now being shipped... Thus the Douche Nozzle moniker is bestowed upon you Sergio. Sorry man, I was a fan but you turned out to be an epic suck up. Do a video about the epic money Mate spent at Coachella and Maxfields. Money from the backers for bikes. Christian is a self aggrandizing self praising hype machine. He should move to Hollywood where he would fit in perfectly and this is from someone that lives there a third of my life. If Mate were a publicly traded company, jail would be a real possibility.

@SSTMKS

5 жыл бұрын

@@sabrabosewicht2034 Agree.All things considered+the marketing path they have chosen till now.These are bikes for catwalks so forget about the rockriding you see in the promotional video..He also states on Danish TV that the difference between MATE and Chinese bikes is that MATES are sexy and cool..Connect the dots and you know what we are dealing with here..

@SergioHernandezProduction

4 жыл бұрын

Hey aaron. I can 100% say that if everyone had the same exact attitude as yours, they would extend it for another year to make sure all parts are the same but unfortunately the majority of people are very upset and want their bikes NOW. Trust me. I admire your attitude towards it and I wish all backers were Aarons but thats impossible. Thanks for watching and supporting.

@chantalvanderende515

4 жыл бұрын

@@sabrabosewicht2034 I happen to agree with you about how Christian comes across. And I truly dislike the marketing choices they made; the events and places they associate themselves with are so NOT the vibe I expected from MATE X or feel connected with as a customers. But that doesn't say anything about the bike. Also, the way you talk about Sergio is unbelievable. No need to be that nasty. It's just a dude who's genuinely happy with his bike. Even if he WAS sponsored, I'd still watch him because his videos are fun and informative, and I happen to agree with his explanations here. Also, MATE X did not do anything lawfully wrong. But speaking of the law - the new law in Europe that disables a lot of importing from China made them having to completely relocate their facilities, which involves an extreme amount of paperwork and planning and organising. I'd say that's a pretty valid reason. I think they could have been much better with communication, yes. But by the same token, the majority of screaming complainers could have been much better with actually reading the updates. I'm not affiliated with them in any way, I don't have a MATE X, I ordered one recently from their website but don't have it yet, I might be disappointed, I might be happy, all is possible, but no matter how much I could be disappointed, that wouldn't change my mind about the process.

@chantalvanderende515

4 жыл бұрын

Not Chinese. The fact that it's NOT Chinese is basically the main reason for the big delay.

tough times? Mate probably gave him something for this post. The audacity for Sergio to say that backers are to blame when Mate extended their Indiegogo campaign... What a joke. Unsubscribed.

@SergioHernandezProduction

4 жыл бұрын

Brian Patnode sorry to see you go bud. If I told you how much they gave me you wouldn't like it. I was just trying to change perspective of what we as a group accomplished and now we are dealing with all this. Sorry to see you go. Hope my future content changes your mind 🙏

@chantalvanderende515

4 жыл бұрын

Shame on you. You are clearly a very poor judge of character. Look at Sergio's videos. Look at his responses. Look at his response to your nasty comment. He's very clearly a good dude just sharing his opinion and funny videos (which I personally enjoy and agree with). I'm also rather baffled that you don't understand what Sergio meant by 'blame'.

@borisisinvincble

4 жыл бұрын

Wait, so they gave/paid you something in exchange for your opinion on SOME/ALL of the videos you posted?!?... You do know that that: 1) changes the type of video you made and published from "personal editorialized videos you made as a fan" into "sponsored content" (which you never mentioned or disclosed in your videos, and is a clear violation of the FTC's social media guidelines). 2) totally unethical... 🤦‍♂️ How/why are you still here posting videos in their defense, Sergio, if that's the case as admitted above?... It seems a little naive, self serving and harmful to your burgeoning "brand" to do so now, especially post haste in light of your disclosure regarding compensation above... You know you could be fined by the FTC right?... anywho, it's clear to me you're not a KZreadr like MKBHD (no matter how much you secretly desire to be if you continue to shill for people like MATE), and never will be if you continue to show this kind of bad judgement moving forward... Whatever the case, you've dined out on this project long enough, maybe instead of making weird half self-congratulatory/defensive videos about your sponsored content for a shady company, you should move on to other stuff? There is a whole wide world of stuff out there you could videoblog about instead that wouldn't drag your name through the gutter. I look forward to seeing more of THAT, instead of stuff like this that inserts your name into the middle of MATE's sorry sordid state of affairs! Good luck!

@SergioHernandezProduction

4 жыл бұрын

Mike Rios Hey Mike. I never started my KZread trying to be another KZreadr. I started it because I knew I wanted to have fun. No matter how many times I say I don't get paid, you won't believe me so there's that. And no, you're the kind of person that tries to bring people down and tries to destroy aspirations. Lucky for me, I'm not weak. I appreciate your comments but I won't take any of your advice to quit. I know who I am. I know what I said and you clearly are taking it the wrong way. I hope that whatever it is you aspire to be, you conquer that and become it because I for one will never tell someone to quit what they enjoy. Have a great day and good luck with everything.

@SergioHernandezProduction

4 жыл бұрын

Chantal van der Ende Thank you so much! Reading a kind written comment every once in a while helps boost me up and I appreciate it so much. Thank you! One thing I know about the internet is I will never win them all. But that's ok. It's people like you that I want in my channel so again. Thank you so much 🙏

BS talk about community ... WE broke the record?? WE are a team?? wtf are u talking about?? I bought a bike and couldn't care less about a fake community ...

El MATE compañía ha estado mintiendo desde el primer minuto uno retrasos año, ofrecer motores de menor calidad sin informar, cargadores de mala calidad que se queman y no funcionan, la censura continua de las personas que son críticos de las acciones compañero, no devolver el dinero según lo prometido. y se llega a decir que somos los culpables? Está claro que el compañero de marca que ha comprado. Usted ha perdido toda su credibilidad. Mira los comentarios y dejar de decir tonterías es.trustpilot.com/review/www.mate.bike

.You are an influencer! Please respect your audience and take responsibility and be honest! You are convincing people about how great this MATE company is. While you are clearly sponsored by MATE. Why is this not clearly mentioned by you? The concept of the bike is nice. But if you are honest you know that this type of bike can be bought from china for a fraction of the price. The only additional value from Mate is the "quality" check and addons/upgrades. Ad the end you are buying a chinese bike for US/EU pricing without any after sales support from Mate.

@chantalvanderende515

4 жыл бұрын

He is NOT an influencer, he is just posting review videos. He is also NOT sponsored by MATE. It's unbelievable how, nowadays, if somebody says something positive, he/she is clearly sponsored. Apparently, negativity is the new normal. What a sad state of affairs. Almost as sad as your pathetic Dutch username.

@wipkonijn

4 жыл бұрын

@@chantalvanderende515 How is he able to get this bike almost 2 years before the rest of the people?

@chantalvanderende515

4 жыл бұрын

@@wipkonijn He has explained that multiple times. Just do your homework instead of making nasty assumptions.