i have not used their service, because why bothering? I can change flat tyres myself. The stem/handle bars are not 100% aligned with the front wheel but quite a bit outside their extremely short warranty.
Fun fact, Ireland, UK, Scotland have 5-6 year consumer law (NOT warranty, but hey) and the EU mandates 2 years. So, they can still demand proof after 6 months (this is minimum warranty in the EU, like warranty the first 6 months) that the failure was theirs.
So, wish they had that in North America, so that Gotrax had not that short a warranty.