There are settings you can fiddle with to cut the reversing time down and allow greater torque at startup, but really, with the throttle set on stop, the shaft should stop turning in just a couple of seconds unless you are really hauling ass. Honestly, I don't find it a problem. I don't exactly slam it from full ahead to full astern. With the stick shift option flashed and enabled, the throttle must pass through the dead zone before it goes from forward into reverse or from reverse to forward.
I feel your pain. Getting them to understand anything at Kelly tech and product support is an incredibly difficult task. By that, I mean basically impossible. I have been trying forever to get them to change the "ammeter" signal that gives a percentage of some unknown and arbitrary max current that is of little use to me, to an output and a meter scale that gives me actual input current in amps, and they don't listen, saying that its too inconvenient for them, so I have to ignore the built in wired connection for the supplied current meter and instead use a shunt resistor and a shunt type ammeter at B- to measure current, voltage, and watts into the unit. I try to get them to port the configuration software to Linux and they are like, "Well, we don't use Linux, so no. Why dont you just use Windoze, like we do?", so I can't use my perfectly good computer to make adjustments. I was surprised when they came out with Android software, TBH. It was a HYOOOGE PITA to borrow a WinDOHs computer to fiddle with my controller settings. But that's Kelly. OTOH I accidentally shorted out two phase terminals with a quarter from a spilled coffee can full of laundry change, resulting in a very loud flash bang event, big puff of smoke, some blown power MOSfets and a very melty quarter, and with about a month left on the warranty they told me ship it back, they repaired it and upgraded the firmware, sent it back, for free. So that end of things isn[t too bad. I have never used one of their PWM controllers since there are much cheaper PWM controllers available. But the BLDC/PMAC controllers are okay, fairly customizable, and they stand behind them reasonably well.
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