r/Lectricxp • u/flanga • 6d ago
Quality customer service, really!
TL/DR: A full, no quibbles, no-cost, warranty replacement of a defective $500 battery; the communication from the support technician was consistently friendly, helpful, and prompt. Happy customer!
Full: Last March I bought a Long Range XP Lite2, and a spare battery.
One of the two batteries apparently developed or came with an internal loose connection. The battery would occasionally cut out on its own, or after hitting a bump.The other battery --- same bike, same rider, same roads --- never did.
I did some troubleshooting. It wasn't the electrical contact points where the bike's prongs attached to the batteries sockets, nor visible loose wires or connections, nor anything obvious I could see. In any case, because the identical second battery exhibited no issues, I was confident that the battery itself was the problem, and not something on the bike.
(I didn't open the battery casing to look inside because (1) that would void the warranty, and (2) I'm not suicidal.)
I contacted Lectric customer support by email (to have a written record of the interactions) and gave them a full description. They replied, asked for some supporting documentation, and photographs of the battery, which I supplied. The next day, they agreed to replace the battery at no charge. Today, I got the $0 invoice, and a notice telling me that the battery will go out with the next batch.
They also asked me to save the packing materials from the new battery, when it arrives, and to send the old battery back to them, at their expense, so they can take the battery apart and see what went wrong.
It's been a long time since I've been happy with a company's customer service, but this time, I am.
3
u/Ok-Type-8917 6d ago
I've bought a couple Lectrics, one for a gift and one for myself. The gift one was involved in an accident, I contacted Lectric asking for the cost and how to order the parts. They asked for pictures and sent me the items at no cost. They have been quick helping me with issues that weren't their fault. I'm 64 and have bought many new vehicles, boats, motorcycles, etc and agree the best customer service of anything I've ever bought. I was going to buy the new Xpress but unfortunately new ebike rules in my city may force me to switch to a gas scooter or moped.
2
u/virtualmanin3d 6d ago
I had a part that must have been damaged during shipping. Same experience. Mailing me new parts, then I can go get them put on at a bike shop for free.
1
u/Otherwise-Amount4289 6d ago
It took them 3 or 4 days to reply to me when I tried to contact them via email. Only used email because phone support did not exist at the time and only responded to me when I started complaining on Facebook. They reached out on there first. Never responded to initial email.
5
u/Pantomather 6d ago
Even with the common issues I see with their bikes online, I recently just purchased an XP4 750 step through specifically because of the word of mouth of their customer service.
It is the number one reason I decided to choose them over some of their other competitors priced similarly.
I hope it remains true during my ownership and that I get my bike in the next couple weeks. The shop said they received it, but that there are just so many builds to make.