Ordered a helix motor from ACK

Last week I ordered a helix motor pod for my tarpon 130x from ACK. It arrived an hour ago. The box had clearly been opened and the motor was dirty and used. The battery case is split and cracked. I cant believe they would send me something that cost 2k that is in this condition. Has anyone else had this kind of experience with them?

TCK123

My friends and I have ordered a lot over the years from them and haven't had any issues. The box could have opened up during shipping. Take pics of everything for your records and then call them tomorrow. ACK has good coustomer service so I'm sure they will swap it out for you with out any problems.

Steep discount request is in order...500$?  Gotta ask at least...

I've ordered quite a few things from them, including a Hobie kayak that needed to be warranteed due to a defect. I've never had any problem with ACK, and their customer service has always been outstanding. That Hobie warrantee issue had to go thru ACK (no dealing directly with Hobie), and that could not have been handled better.

Let them know the problem, take lots of pictures as suggested, and I suspect you'll be happy with their response.

It has clearly been used. The straps are twisted up and dirty. There is mud and dirt on the motor. They had to have packaged this themselves. I have already sent an email with the pics. I was planning on taking it out this weekend. I guess that’s not going to happen.
I am glad to hear they have good customer service.
TCK123

wow hat crazy. I'm willing to bet you that it was just a mix up and that one was supposed to go back to the dealer but accidentally had the wrong label put on it. I'm not going to make excuses for them though. Its clearly a mistake and they need to replace it and make it right with you! Deffently follow up on ur email and call the manager since your talking about a lot of $$! Theres always next weekend... Good luck and hope you get it resolved!

I received a response to my email this morning. They are going to replace it, the only issue is that this was the last one they had in stock. This tells me they had to have known of its condition. I asked for them to have one drop shipped to me from Wilderness Systems. Lets hope they do at least that much considering the situation.

I hope they step up. Last fall I bought a WS Kayak Krate from Austin K.  It didn't come with the insert pouches, despite the video on Austin site showing it did. Naturally I thought they were missing, so I inquired. It took multiple times restarting  email threads, somehow with two different employees, to learn they are no longer included. Which is fine, but wasted a bunch of my time and energy. Luckily, I was just about to make two larger purchased and chose to spend elsewhere. Good luck.

I sent the motor back today. I called and talked to customer service about the issue. I wanted the new replacement drop shipped. They gave me some story about how they cant do that. I just want to make sure it is brand new and unopened. They still could not give me any good reason for shipping me a old used and broken motor. I took a pic of a label on the box that tells you when the battery needs to be charged by. The date was 2017, I believe this is one of the first helix motors ever made. I bought my kayak in 2016, and the helix motor had just come out. There is no excuse for what they did. At least it will be replaced with a new one.

How did this work out and how do you like the motor?

The motor is awesome Ken. I just never got one, but have used one few times.

The motor is awesome Ken. I just never got one, but have used one few times.

I’m sure it is. So far I’ve never seen a review by an actual owner. It’s out of my budget but I’m still curious about it.

The motor is awesome Ken. I just never got one, but have used one few times.

I’m sure it is. So far I’ve never seen a review by an actual owner. It’s out of my budget but I’m still curious about it.

I know plenty of actual owners and they all love it.