enginediyReviews of enginediy.com

Dear EngineDIY service Team, I'd like to thank the person(s), who felt accountable for the product warrenty and has taken care for resolving our claim sincerely and very, very much!!! I received today the repalcement parts for the Retrol hm-01 engine, that was delivered damaged on 12th June and as far as I can tell,it seems the provided replacement parts are complete as listed below! I am honest, I was really feared that things will not work out but you proved me wrong and am very pleased that you guys fullfilled your warrenty/shipping protection duty! I'd like however give one advice for improvement, I warmly recommend you to keep people with Shipping Protection/Warrenty Claims informed about the progress for resolving any such issue. It is not easy to remain patient if no feedback/response is provided. What howver remains missing (is overdue) from our order is the delievery of the second engine: RETROL Antique 4-Stroke Hot-bulb Engine Simulation Horizontal Water-cooled Gasoline Tractor Engine Internal Combustion Engine Model Collection I hope this engine will arrive soon and will be very well and safely packed such that it arrives undamaged and do not need to go through such a warenty/shipping protection claim exercise again. If the engine will be deliebered soon and is undamaged, I am happy to further improve my rating. Attracted by the positive image (youtube etc.) I ordered on 3rd June 2024 via the enginediy.com web-portal, as is officially recommended by retrolengine.com: - a pre-assembled RETROL HM-01 Hit & Miss Engine with Starter Kit - a RETROL water cooled Antique 4-Stroke Hot-bulb Engine - a DC Generator - Shipping Protection (supposed to “provide protection for shipments that are lost, broken, or stolen”) for USD 51,- and shipment with DHL (USD 30,-) In total the purchase paid instantly summed to USD 1322,-. All the ordered items are supposed to arrive to Switzerland within 7-20 business days. The pre-assembled RETROL HM-01 arrived on 12th June 2024, but when unboxing the engine, the first thing I saw was that one of the gravity balls assembled with the Flywheel A, was aborted/broken and the spring is missing and the ball cannot be reconnected. Hence the engine cannot be tested since it is not functional (see attached photos). I instantly sent the photos of the damaged engine to service at enginediy and was asking for replacement of the gravity ball assembly assuming the warranty/shipping protection will seamlessly replace the damaged gravity ball assembly. A day later I was asked by “Lucas” to provide the parts# according to the hm-01 manual. I replayed instantly to Lucas’ mail with the IDs and screenshots of the pieces (see attached): 007 -- "Flywheel A", mounted with the 024 -- "Gravity Ball Assembly" (assembled with both gravity balls) 023 -- "Gravity Ball Control Wheel" 025 -- "2mm Locating Steel Balls" ?? -- "Spring" in the length and eyelets at both ends to connect the tow gravity balls, then controlling the ignition trigger. I followed up since 13th June 2024 writing numerous mails to ask for the status of providing the replacement of the flywheel-gravity-ball assembly. Noone bothers to respond or instruct when and how things will proceed (i.e. by when) and no replacement parts were sent to us until now. We need the engine urgently for a demonstration for a school project of my son and are becoming desperate what to do. On 28th June the ordered DC Generator arrived, which we can not test since the hm-01 remains broken. One month (20 working days) since my order was confirmed and I also asked several times when the other RETROL water cooled Antique 4-Stroke Hot-bulb Engine will be delivered. No response what so ever and am getting nervous if and when it will be delivered and who knows it may be damaged again. Damages may happen, but it is unacceptable that people do not resolve warranty/shipping protection claims, I paid for and I instantly provided evidence for by means of photos. It appears that Retrol and EngineDIY invest in manufacturing and in marketing and do not bother to provide support to resolve damages. This is a real pity since the hm-01 looks like a nice piece otherwise. So far we are very disappointed and do not know if we will receive the replacement parts and the second engine we ordered. I think people should be honest and recommend to by 2 engines, such that replacement parts are available and only accept orders for those engines that are in stock. We are sincerely hoping that things will be resolved but are afraid that noone feels accountable. EngineDIY does not disclose customer reviews with low ratings (one or two stars) on their website.