AM
Amy M
1 reviews | Active since Mar 2019
05 Mar 2019, 15:31
Terrible experience buying an electric car
Absolutely shocking service! We bought an electric car for my son's birthday. It is supposed to have a one year warranty. Within a couple of months it started giving us hassles. We sent the car in to be repaired (you have to pay a courier fee to do so) and when it was returned it was still doing the same thing plus the car was scratched in several places. We have sent the car back 5 times to date (each time they keep the car for several weeks) and they have still not fixed the problem. They just keep sending it back broken. No customer service, rude people that just don't care that our child has been without his car for several months because of all the repairs. It feels as though they are just doing this repair dance until the warranty period is over. I would not recommend purchasing an electric car from this company. So disappointing.
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Exclusive Brands Online's replyOfficial
06 Mar 2019, 11:00Dear Amy,
Thank you for your review.
Kindly please note that this fault was reported after 4 months of which it is standard to charge a courier fee per our T&C's. https://www.exclusivebrandsonline.co.za/pages/return-policy
A courier fee does not have anything to do with a warranty as it is an additional service provided.
Furthermore it was only once of which we have arranged collection at at fee.
We have thereafter sent out a driver each time at no cost asap to get the matter resolved.
The unit has been assessed each time there was an inquiry under warranty at no charge.
When the unit left our premises, it was fully tested and within perfect operating condition. We do have proof by videos that this unit was within perfect operating condition when it left our premises.
The other times the unit came in, it was fully charged and tested a few days in a row with no defect and we did not charge the buyer anything.
The last time the unit came through to us the switch of the unit was broken due to physical/accidental damage caused by user. We also did not charge anything and still repaired the unit under warranty out of good will.
Yesterday 05/03/2019 it was concluded as our driver took the functioning unit back after the replacement of the switch, that should the unit give problems again with movement (besides the physical damage), it might be that the child is getting to big/heavy for the car and is perhaps be a better option to have a look at a bigger and stronger car for uphills and size wise. The unit bought is within spec and functions normally.
You are welcome to inform us should you require any furthermore assistance.
Take Care
Kind regards
Exclusive Brands Online
Exclusive Brands Online's reply06 Mar 2019, 11:00
Official
Dear Amy,
Thank you for your review.
Kindly please note that this fault was reported after 4 months of which it is standard to charge a courier fee per our T&C's. https://www.exclusivebrandsonline.co.za/pages/return-policy
A courier fee does not have anything to do with a warranty as it is an additional service provided.
Furthermore it was only once of which we have arranged collection at at fee.
We have thereafter sent out a driver each time at no cost asap to get the matter resolved.
The unit has been assessed each time there was an inquiry under warranty at no charge.
When the unit left our premises, it was fully tested and within perfect operating condition. We do have proof by videos that this unit was within perfect operating condition when it left our premises.
The other times the unit came in, it was fully charged and tested a few days in a row with no defect and we did not charge the buyer anything.
The last time the unit came through to us the switch of the unit was broken due to physical/accidental damage caused by user. We also did not charge anything and still repaired the unit under warranty out of good will.
Yesterday 05/03/2019 it was concluded as our driver took the functioning unit back after the replacement of the switch, that should the unit give problems again with movement (besides the physical damage), it might be that the child is getting to big/heavy for the car and is perhaps be a better option to have a look at a bigger and stronger car for uphills and size wise. The unit bought is within spec and functions normally.
You are welcome to inform us should you require any furthermore assistance.
Take Care
Kind regards
Exclusive Brands Online