Questionable customer service
EDIT: Michael Lang from Hilltopper reached out to me and resolved the issue very quickly. My customer received the replacement battery yesterday and they are very happy. Thanks, Michael! We were(until recently) a reseller of the Hilltopper kits. The products are fine. Our complaint is the way a recent interaction with customer service. It is not that they were unfriendly, but the way the situation was resolved left a bad taste in my mouth and my customer's. A customer purchased a Sprint 24 kit from us just under a year ago. He is a 90 year old man that put it on his 3 wheeler to go back and forth to his country club. It is kept inside and well taken care of. He was using it daily(very lightly)for rides of 6-8 miles. It recently stopped holding a charge. He is only getting about 4 miles per charge now. When I first filed the claim with Hilltopper, the response time was very slow. After a few emails, he said he was going to send us a charger in case that was the issue. After not hearing anything for weeks and not getting the charger, I sent a follow up email. The original person that I was talking with was no longer there. The new person was very quick to respond and was very friendly. So, why the 1 star rating? We were told that the battery was out of warranty because the warranty starts the day that we, the reseller, purchases the kit instead of the date the customer purchased it. The kit sat in a box until it sold. Maybe we are being irrational about this, but it seemed like the right thing to do would be to send a replacement battery at a discounted rate since it was under a year for the customer. Instead, we were told that we had to pay full price for a new battery, cable set, and charger. This may have been an anomaly, but we are unimpressed with the level of service we received. This was the one and only issue we have had with Hilltopper, so the problem is not with the product. We are disappointed with the resolution of this particular case. Take it for whatever it is worth.