A frustrated Dr. Doreen Scott called Rakesh Dhawan, CEO of Falco Motors in January 2020. After listening to Doc Scott, Rakesh understood immediately the cause of her frustration. Doctor Scott (similarly to a small number of riders of the Terra Trike Falco EVO) had experienced a problem with her Falco Motor. Rather than solve the problem, Terra Trike had supplied a Bosch mid drive motor to Doctor Scott.
A quick history
The original Falco hub that was installed on a limited number of Terra Trike EVOs had a recall owing to the frame incompatibility. Falco engineers investigated the incompatibility thoroughly pointing out the causes of the incompatibility and immediately provided an elegant solution.
In the teeth of that ethical and responsible action by Falco, Terra Trike chose to no longer rely upon Falco to provide e-assist motors for the EVO product line. The choice of Terra Trike to cease purchasing Falco Motors was the cause of Doc Scott’s frustration and anger.
Rakesh was disturbed. Despite having stood behind his fine product and working with the skilled bike shop mechanics where Doc Scott had purchased her EVO, Terra Trike had provided a Bosch motor to Doc Scott. Furthermore, Doc Scott asserted that Terra Trike insisted Falco was not standing behind the company’s warranty. Doc Scott found out immediately that assertion was untrue. Rakesh and Falco Motors stand behind every motor and battery the company manufactures.
Doc Scott is inflicted with a rare disorder. She is differently abled. She relies upon her trike to help her maintain cardiovascular and neurological health. Without riding her trike every day she becomes weaker. Doc Scott told Rakesh what others have told him: The Bosch Motor just does not supply enough torque and power for riders that require real power assist to enjoy riding their trikes.
Rakesh knew the solution to the problem was not complex at all. What he knew he needed to do was to ship a brand-new Falco eBike System to Doc Scott. An eBike system with guts. So that is what Rakesh did. He told Doc Scott a new system was on its way. After listening to Doc Scott get emotional over the phone, tears of joy and appreciation, the new motor for Doc Scott was on the Falco shipping dock. Falco shipped a new system to Doc Scott, free of cost, the f7.11 system to Dr. Scott.
“Hi, Rakesh - you’ve been incredibly kind to me. I cannot thank you enough. I am very grateful and thankful that you have given me this awesome gift...and truly an amazing gift with this upgrade. I feel blessed. I went for an incredible ride yesterday on my bike. Went 13 miles!!! Motor ran like a charm. Quiet and powerful, giving me a boost when I needed it and allowed me a great workout going longer on the trail. I will also be giving a post on Facebook in my TerraTrike group endorsing your outstanding customer service and help in this sensitive matter.”
Doc Scott wrote on Facebook;
“As someone with a disability who depends on riding an E-Assist recumbent bike as an important part of my Physical Therapy and recovery, I can’t say enough about the Falco Motor Company and its owner Rakesh! Their responsiveness when I encountered a problem with my motor was incredible. Rakesh was extremely sensitive to my current health issues and worked diligently with me to resolve my Falco motor issue and then replaced my motor and parts immediately to ensure I was able to ride as quickly as possible. Falco is a company with a heart that cares about their customers! Thank you, Rakesh, for the outstanding service and getting me back out there on my bike, enjoying my freedom again!”
Falco is also starting a campaign to help folks like Dr. Doreen Scott. We are going to give one system free every month to customers who are unable to afford a Falco motor, and are differently abled.