Dick
grants pass,#2General Comment
Thu, June 21, 2012
I can buy that a body may have been damaged in shipping. But after seeing the pictures of the hub and lug bolts, saying they were damaged in shipping is pure unadulterated bullsh*t! Unless you care claiming that UPS unpacked the unit, changed tires or wheels and stripped the bolts in the process of putting them back on, you are full of sh*t!!! That whole unit should have been returned to you, Xmas or not, for total replacement! Not only do you sell damaged goods, you are a bunch of liars from the looks of it!
Craig
Pittsburgh,#3Author of original report
Wed, June 20, 2012
Though I appreciate the response, heh as part of his story with me being the customer and the second part being another customer. I NEVER called you in February about the brakes not squeezing tightly, wrong customer, wrong unhappy customer. Below is an EMAIL confirmation from your company (oh wait..you have SEVERAL DIFFERENT NAMES!)
Thank you for your order with Orion Pit Bike Sales. THIS IS YOUR ONLINE ORDER CONFIRMATION ONLY. You will recieve a seperate email with an attached invoice.
Date : 11 Nov 2011 - 11:17
Order ID : 8975759
Payment by Credit card
Product : Quantity : Price
Coolster 3050 C ATV, Red, Red : 1 : 599.00
Subtotal : xxxxTOTAL :
xxxx
Billing details:
xxxxxxxxxxxxx United States
Telephone : xxx-xxx-xxx-xxxx
Fax :
E-mail : xxxxxxxxxx
Shipping address (if different from the billing address): xxx xxx United States
Message: : Please notify of delivery date, Christmas present from Santa and need to make sure little one isn't home that day from school!
Your charge will show as Pit Bikes on your statement. statement.
I was told to "clear my cookies" to get the updated warranty..again, when I did that, still no mention of anything but "brakes" normal wear and tear. I would not be contacting this company if it was a normal brake problem and riding the bike 10x does make the brakes wear..so obviously there is an issue. I can't believe the uncooperation this company shows and really thinking about contacting the credit card company to reverse payment to them and let them see how much cooperation they will get from me..they can sue me or whatever and see how they like being the one trying to get results. This company and their ONLY employee Jason is a con-artist and needs to man up to his product he sold..karma will come back to him..maybe it will be in the sign of my credit card company taking the funds back off the company. I don't care what I signed or what, if he can change his warranty anytime, I can change my mind anytime and not pay them!
MXMB
United States of America#4UPDATE Employee
Tue, June 19, 2012
This situation with our customer is unfortunate and a little misleading. A lot of what this customer says doesnt even make sense.
The first statement she makes that we had written request to call her 20 minutes prior is false. We provide a tracking #, if requested, to our customers and it is the customers job to coordinate all deliveries with the delivery company since they are the receiver. This customer, upon initial purchase, also signed a sales invoice agreeing to check the freight over and make sure it had
no damage when it arrived. They did not do this and did not sign for it as any damage.
In December of 2011 we get a call from her saying the body and hubs were damaged. We checked our inspection report and there was no damage to this unit when it left our facility so we knew the shipping company was the culprit. This is not abnormal and we have insurance on everything we ship for this reason.
Per the shipping company and to have the right to file a claim, all we ask is that the customer inspects it upon arrival and notes any damages. Again she did not do this. We instructed her that she could still attempt to file a claim but it may get denied for this reason. She immediately wanted no part in a claim filing and asked us to replace both parts for free. We explained again that we have insurance on damaged items and cannot be responsible if the shipping company did it. After she argued with us and tried to get the parts for free, we offered her a discounted price on the items to make her happy. She agreed and all was fine.
She did call us in February 2012 (4 months ago) and said the brake was not squeezing as tight as she thought it was supposed to. We offered her free tech support and recommended replacing the fluid and bleeding the brake. We also recommended she
get this done by a motorcycle shop or certified motorcycle mechanic. This was the last time we heard from her until yesterday.
She called and claimed the brake is completely closed now and will not release. We tried to offer more free tech support and she claimed that her husband tried to bleed the brakes and it did not work still. We were a little apprehensive since we recommended a mechanic do it and she did not take the advice. When questioned her on what method he used, fluid used, etc and she demanded the brake be replace under warranty. We explained that the warranty does not cover the brakes because it is considered a "wear & tear" item. She immediately threatened to call Coolster, the Better Business Bureau, etc and file complaints on us because we wouldnt give her a free replacement brake. We even offered to give her a brake at a discounted price to help her out. We then explained that Coolster only covers the first 3 months of warranty and we pick up the rest of the year on covered items which the brake did not qualify. We also explained that even if the brake was covered under warranty it doesnt mean we would replace it as the warranty only covers manufacturers defects. We explained to her that the brake may have air in the line, dirt, debris form riding, etc. She called us a rip off, threatened to report us once again and hung up.
We understand she is upset because she has a broken part but threatening us and trying to discredit us is not the way to resolve it. We welcome customer feedback and strive to take care of any issues fast and fairly. Unfortunately the brake is not covered under warranty and she is not satisfied as she thinks we should give it to her for free. Our offer for a discounted brake still stands and we believe this is more than fair.