PUCKIPUPPY BIKES

Dear John, Thank you for taking the time to share your experience. We’re sorry to hear about the frustration you encountered. We’d like to clarify that our support team responds to most emails within one business day. During peak periods, responses may take two to three business days, but we want to assure customers that we do not ignore messages or leave inquiries unanswered for long periods of time. Clear and continuous communication is something we take seriously. We understand that some issues may feel like they could be resolved quickly in a live conversation, and we appreciate this feedback. Our email-based support allows our technicians to review details carefully and provide accurate, safe guidance, though we recognize it may not always feel as immediate. Regarding the light concern, this is not the experience we aim to deliver, and your feedback has been shared with our team for further review. We truly appreciate honest feedback, as it helps us improve both our products and our customer support experience. Sincerely, Puckipuppy

Dear Lazaro, We’re truly sorry to hear about your experience and understand how frustrating it is to be waiting for a small but essential replacement part longer than expected. Regarding the battery rubber cap, while the part itself is small, certain components do need to be shipped from our manufacturing facility, which can occasionally result in longer transit times due to international logistics and customs processing. That said, we fully understand that this does not make the wait any easier from a customer’s perspective. Please rest assured that we have not overlooked your case. Our support team is actively tracking the shipment and will continue to follow up to ensure the part is delivered as soon as possible. If there are any further delays, we will work on an appropriate solution to assist you. We appreciate your patience and the opportunity to address this, and we’re committed to improving both our support response and parts availability going forward. Sincerely, Puckipuppy