neu customer service??
 

I've been trying to get ahold of there repair department at repair@neutronics.con, for three weeks now, and get no reply. I called and got an answering machine, so I left a message to call me back, and got no response. I've got a neu 1521 that is making a noise, almost seems like something is slipping? Anyone have any ideas?

Mike

Are you using a hotmail account? If you have another email address I would try them from that one, or try another email address on their website if there is one, or just keep calling..

Maybe call Castle and ask them as they are in contact with Neu on a regular basis ?

I have been emailing from a yahoo account. I'm going to try calling a couple more times.

I would just take the motor apart myself, but need to find out if that voids any warranty I might have.

If you bought it new and it's less than a year old I would download the service request form on the Neu website, fill it out, and send it in to them with the motor (use a trackable shipping method, and it's a good idea to insure it too). If you bought it used, or new (but more than a year ago) then the warranty is no longer in effect, so opening it up yourself won't void anything. If there is something slipping it's probably the magnets becoming detached from the rotor. If this is the case you can usually repair it yourself with red or green Loctite, or some other type of high-strength heat resistant epoxy.

I have not emailed since my last repair however Alex (aheckman@neutronics.com) has always been very helpful. :great:

Heath

Thanx a lot for all the help and info. I'm going to give Alex a shot.

I did buy the motor more than a year ago, but didn't use it as I was still building. I guess I may have to take it apart and check it.

I've have good service from Julie. She was very helpful considering I'm stationed overseas.

Well I sent Alex a message yesterday, so I will give it till Friday before I try to call again. To be honest I thought if I bought the best this wouldn't be an issue.

Sorry to hear your problem. I sold all my neu becoz of this issue. No reply or MIA I hv to call them from Singapore n waited for 3 months. When I got it back I sold all away.

I am surprised to hear it has been this difficult for you. I have always heard of great service from Neu, sometimes a little slow, but not this long. My one experience with them they always got back to me within a day or two.

I would say for your next motor switch over to Castle. They are the same Neu design, but with a few extra features to tailor them for car/truck use (flexible silicone leads, no holes in can). Neu is still being supported since Castle licenses the design, and you also get Castle service, which is top notch. Another bonus is that the Castle are even a bit cheaper than an equivalent Neu.

Well I got tired of waiting, and decided to open my 1521. I did not find anything damaged at all, I thought the magnets on the rotor might be loose but it all looks excellent, no marks everything is where is should be as far as I can tell. I will be testing it again, and hope I can look a little deeper into the problem.

Mike

Today I was able to test the motor, and it worked flawlessly. The only thing I can think that was causing it to act like it was, was one wire had a pin head size rub mark through the shrink wrap where I had it soldered. Would this maybe cause the wire beside to draw a small amount of power from the wire that had the bare spot? Causing it to arc out?

I hope everything works perfect now. I still haven't heard from Neu, and when this motor calfs I'm probably not going to support them again.

Mike