Mini Pocket Rocket Disappointing Temple City California
I purchased a Mini Pocket Rocket in November as a Christmas present for my son. The first day that he road the bike December 26 the foor pedal broke. The next day the gas line came loose.
I sent the company an e-mail,December 28, explaining what happened. I received an e-mail back December 30, asking me to contact the via phone.
I spoke with a Representative and explained the reason for my call. The Representative told me that the would be able to replace the broken pedal. They would be sending me a RMA form to fill out.
I received the RMA form, January 7 2009, I was not able to send the part to the company until the end of January, due to my husbands illnes which required me to be out of town most of January. When I returned I sent the part to the company.
I Febraury I had not received the part so I contacted the company once again Via e-mail to find out how long it would take to received the part. I received a reply that I would not be able to get the part replace because of the date that they received it.
I responded back explaining the reason for the time they received it and Rep that I spoke with did not tell me that they needed to receive the pedal before the warranty expired. We corresponded by e-mail for a few days, then I was told to contact them via phone.
I contacted the Customer Service department and spoken with a gentleman you was very rude and un-professional after I explained the reason for my call.
He told me that I should have know to return the part with in the 60 days. I shouldn't have to have someone to tell me the part needed to be back to them in order to be replaced. He said if I were to tell you that we would replace something you wouldn't wait until June to send it back and still expect us to replace it.
I should have gone to their website to get a RMA form and not wait for it to be sent to me. I told the rep that I was not aware that I could get the form from online. He told me that I should have read their website under the Facts and Questions. I told him that I was just following the directions that were given to me.
I also asked why no one had contacted me to let me know that the pedal would not be replaced? He said the usually send e-mails, that I should have looked in my Spam e-mail for the reply. He could not give me a date that the e-mail could have possibly been sent. He said that he did not work in the e-mail department.
He also said if you knew that no-one had contacted you why did it take you so long to contact us. I told him that I was giving them time to send the replacement, and that I should not have been the one to contact them, they should have been contacting me.
I asked the rep why wasn't the part returned to me if they were not going to replace it. I he said that they could return it at my expense if I sent the a prepaid label.
I told the rep that I was very disappointed in the way the handled their business and that I would be contacting the better Business Bureau, he told be that the only thing the Better Business Bureau would do was send them a letter.
This has been a very bad experience that I have had with this company,refusing to replace a damaged part.
Effingham, South CarolinaU.S.A.