CB
Colin B
1 reviews | Active since Feb 2014
23 Feb 2024, 13:09
Porsche on the outside, Folksie under the bonnet!
Don't think being local will help with customer service here - problems with battery, remote testing, replacements etc can take over a year to resolve. Overall the customer service is really bad, with no direct way of contacting anyone and relying only on emails to be eventually answered and then only with half baked answers, which require more days of waiting for responses. Focus is definitely more focussed on sales than honouring warrantees ie quick to send a quote for a new battery with no mention of what to do with the one i already have that failed after 2 years! Perhaps better off to go with an imported battery that just gets swopped out immediately than deal with sending batteries back for testing and then sitting without a battery for month only to get it back with the same issues (battery charge collapse).
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Replies (2)
Freedom Won's replyOfficial
26 Mar 2024, 16:37Dear Colin,
We are sincerely sorry to hear about your recent experience with our customer service. Your feedback is invaluable to us, and we truly apologize for any inconvenience or frustration this situation has caused.
In order to assist you further and resolve this matter promptly, could you please provide us with your ticket number? This will allow us to investigate your case thoroughly and address any outstanding issues you may have encountered with your battery, remote testing, replacements, or any other concerns you've raised.
We understand the importance of efficient and effective customer service, and we strive to provide a seamless experience for all of our customers. Your comments have highlighted areas where we can improve, and we are committed to taking the necessary steps to enhance our support processes.
Once again, we apologize for the difficulties you've faced, and we appreciate your patience and understanding as we work to make things right.
Freedom Won's reply26 Mar 2024, 16:37
Official
Dear Colin,
We are sincerely sorry to hear about your recent experience with our customer service. Your feedback is invaluable to us, and we truly apologize for any inconvenience or frustration this situation has caused.
In order to assist you further and resolve this matter promptly, could you please provide us with your ticket number? This will allow us to investigate your case thoroughly and address any outstanding issues you may have encountered with your battery, remote testing, replacements, or any other concerns you've raised.
We understand the importance of efficient and effective customer service, and we strive to provide a seamless experience for all of our customers. Your comments have highlighted areas where we can improve, and we are committed to taking the necessary steps to enhance our support processes.
Once again, we apologize for the difficulties you've faced, and we appreciate your patience and understanding as we work to make things right.
CB
Colin B's updateReviewer Update
29 Mar 2024, 11:12Don't worry about my individual case, this is about to get resolved. The people i deal with at Freedom Won follow and are measured by processes your organisation has put in place which is clearly not incentivised towards after sales service and zero customer service. You use support numbers, so you can easily see how many of these are sitting open for months with no communication activity.
- Email only communication with at least a week response time (if there is one)
- When i do get a call the person mumbles so much i can't understand a word they say. Zero Drive to get to the bottom of things
- All round i assume its just chaos in that service department with technicians (who are hired for technical skills not customer service skills) left to handle customers.
We are currently in process of developing 2 new properties that will require solar. I am absolutely going try another battery manufacturer.
I have no issue that problems can arise with a product - but i do value the ease of having these resolved quickly.
- Email only communication with at least a week response time (if there is one)
- When i do get a call the person mumbles so much i can't understand a word they say. Zero Drive to get to the bottom of things
- All round i assume its just chaos in that service department with technicians (who are hired for technical skills not customer service skills) left to handle customers.
We are currently in process of developing 2 new properties that will require solar. I am absolutely going try another battery manufacturer.
I have no issue that problems can arise with a product - but i do value the ease of having these resolved quickly.
CB
Colin B's update29 Mar 2024, 11:12
Reviewer Update
Don't worry about my individual case, this is about to get resolved. The people i deal with at Freedom Won follow and are measured by processes your organisation has put in place which is clearly not incentivised towards after sales service and zero customer service. You use support numbers, so you can easily see how many of these are sitting open for months with no communication activity.
- Email only communication with at least a week response time (if there is one)
- When i do get a call the person mumbles so much i can't understand a word they say. Zero Drive to get to the bottom of things
- All round i assume its just chaos in that service department with technicians (who are hired for technical skills not customer service skills) left to handle customers.
We are currently in process of developing 2 new properties that will require solar. I am absolutely going try another battery manufacturer.
I have no issue that problems can arise with a product - but i do value the ease of having these resolved quickly.
- Email only communication with at least a week response time (if there is one)
- When i do get a call the person mumbles so much i can't understand a word they say. Zero Drive to get to the bottom of things
- All round i assume its just chaos in that service department with technicians (who are hired for technical skills not customer service skills) left to handle customers.
We are currently in process of developing 2 new properties that will require solar. I am absolutely going try another battery manufacturer.
I have no issue that problems can arise with a product - but i do value the ease of having these resolved quickly.