It was the fateful morning of January 17, 2020, when Rakesh received a call from Doreen Scott who was feeling upset, frustrated and was looking for help.
Rakesh asked her what was the matter? Doreen said she wanted her Falco motor replaced. Rakesh asked her why she didn’t have her Falco motor replaced? Doreen told him that unfortunately, TerraTrike (her trike company) was no longer providing Falco motors with their trikes as a e-assist option. TerraTrike offered Doreen a Bosch Motor, which was very nice of them but was not performing the same as the Falco Motor had and now, she didn’t enjoy riding anymore. Rakesh asked her why she was given the Bosch motor. She assumed that Falco was not honoring its warranty as TerraTrike stopped working with Falco motors.
Rakesh told Doreen that Falco is a reputable company, and he was an honorable man. We are honoring the warranty as per our warranty terms. We will always honor our warranty.
Rakesh asked her whether she was charged for the Bosch Motor and she said no, it was free . Rakesh then asked what the issue was. Doreen explained that the Bosch Motor was not assisting her when she wanted to ride long distances and not providing a needed boost for hills or when she got tired. Doreen explained that she had a rare disease, affecting her balance and movement and the Bosch motor required too much effort to pedal and did not allow for a throttle option if she wanted it later. Doreen repeated that she just wanted her Falco motor back.
Rakesh felt deeply disturbed by these events as Doreen was not being helped. Someone had suffered too long unnecessarily. Rakesh told her that Falco was going to send her a brand-new system free of cost. Doreen got very emotional and said she had struggled with this problem for such a long time, and she had been running in circles to get this resolved. Her husband said that it was so vital for her to bike, and this was one thing she needed, liked, and enjoyed doing.
We shipped a Falco Motor free of cost, the f7.11 system , to Doreen. This is what she wrote after she got her trike working again;
“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.”
Then Doreen 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!”