The customer's first complaint came more than a month and miles after she owned the moped It is difficult for me to schedule a service call to Columbia, as my shop is in Greer Normally, I require that the moped be brought in to my shop for repair and perhaps I should have
required this, but I try my best to accommodate my customers The problem was that the valves needed adjusting This is a maintenance item, and NOT a defect in the moped Nonetheless, my mechanic adjusted the valves, test drove the bike and she was not charged She complained again, and again we went back, and readjusted the valves (It may be that this was not done as perfectly as possible the first time, so she was not charged again.) My mechanic informed me that *** told him her moped had been blown over during the storms in Columbia, and *** is now complaining that her moped again won't start I informed her father that when these bikes are dropped, the stator needs replacement, and that it would be around $charge He agreed My mechanic went to Columbia, and was not able to complete the job outside in Columbia I told him to bring it back to the shop and get it done., which he did I then made him bring the moped to *** Scooter Shop in Spartanburg to have it checked out completely to avoid any additional problems After *** gave the moped a clean *** of health, my mechanic brought the moped back to my shop Before I let him deliver the moped back to ***, I made him start it 8-times in front of me, and then take it out and drive it 4-miles, bring it back and start it again 4- times before I allowed him to to deliver it back to *** Days later, *** called that the moped would not start again Again, I sent my mechanic to Columbia He called me that he got on the moped and it started instantly He drove it "all over Columbia" and it ran fine with no problems The same day, *** claimed that the bike again broke down
Her father called me, and I asked him to change the one fuse in the moped The reason for this is that when I saw this moped in my shop, I couldn't believe how beat up this moped was When we changed the stator, we had to remove a body part It was so beat up that it basically fell apart in my mechanic's hands (We replaced it no charge!) This moped had not only been dropped, but had been hit or hit something numerous times Such abuse can at very few times ( we've seen this once before after selling 1000's of them) dislodge the filament in the fuse so that sometimes it makes contact and sometimes it doesn't Her father called me back to tell me that he had he sent someone out for a replacement fuse and this was not the problem I doubt this, as there is a spare fuse immediately next to the fuse being used by the bike, and therefore, no reason to send someone out to buy a fuse He demanded a complete refund I told him there was a problem with this, as the moped was obviously extremely abused, and now had more than miles on it He hung upjust as a matter of reference, my mechanic has traveled from Greer to Columbia at least times (miles and hours round-trip) and *** has not been charged once I feel certain that Ofelia's Hamlet has spared no expense, and done everything possible to accommodate this customer There is something going on here that I'm not smart enough to figure out, but I am experienced enough with my mopeds to know that the problem is NOT with the mopedAs a solution, I will agree to send my mechanic back to Columbia one more time If the moped starts and runs fine with no problem as it did last time he was there, I will make him actually change the fuse to eliminate the remote possibility that this will be a future problem Then I will make him drive it at least miles to insure it is in good running condition If *** still does not want the moped, I suggest she sell it There is a huge used moped demand for used mopeds in ColumbiaIf there is a problem with the moped, I will have my mechanic bring it back and fix it and return it to *** in perfect working condition
June 22, Response to Complaint ID#: *** Now, for the facts: Ms*** did indeed purchase her moped from me. She refused our offer of our assembly/gas up
service for an additional $25. I subsequently received a phone call from her stating that the moped started once, but would not start again and that it wouldn’t roll and the brake handle was broken. My response was that she needed to bring it back to me so I could check it outA few weeks later Ms*** came to my store with her mother demanding a refund WITHOUT THE MOPED! Again my response was to bring me the moped and I would correct the problems or replace the moped. Ms*** and her mother agreed to bring me the moped the following day (a Sunday) and watch while my mechanic repaired the moped. Her mother was very concerned about her daughter’s safety which is understandable. We assured her we would make sure the moped was 100% safe. I paid my mechanic all day on Sunday to wait for Ms*** to arrive with the moped. Ms*** called me after the store was closed for the day to tell me she wasn’t coming. I surmise that she didn’t want her mother to see the true condition of the mopedAfter a few more weeks, Ms*** showed up at the store with the moped. My mechanic and I inspected the moped. The handlebars were installed by Ms*** so loosely that driving the moped could have been dangerous. Ms*** installed the front wheel and brake rotor improperly bending the front fork and possibly the rotor. This is why the moped would not roll as the brake rotor was forced up against the front fork. The battery cables were installed by Ms*** improperly and so loosely that they were no longer making contact with the battery. This is why the bike would not start or runThe front brake caliper had been removed from its mount, thus disabling the front and most important brake. Ms*** also left some of the hardware needed to finish assembling the moped, but some hardware was missing. My mechanic remarked that he wanted to sample whatever the people who worked on the moped were drinking! I called Ms***’s mother to tell her that her concerns about her daughter’s safety were well founded and that it would cost $to complete the assembly and correct the mistakes made during her daughter’s failed attempt to assemble the moped. She told me that Ms*** didn’t have the money. I requested that she pick up the moped as I needed the room in my small shopNow, to address that broken brake handle: this is not really an issue to me, because this is the most often performed service that we do. As a matter of fact, we now replace broken left side brake handles at no charge for customers who tell us the truth and say they dropped the moped. Ms*** story that she received the moped with the handle broken is simply not plausible. The handlebars to which the handle is attached is wrapped with 3-layers of bubble wrap, and they are laying loose inside the crate, attached only by cables and conduits which are flexibleThere would be no way that the break handle could be scratched in the exact spot that it gets scratched when a moped falls, or that there could be any kind of force to break the handleMs*** also did not bother to attach the kick stand extension which would have caused the moped to fall on its left side. But as I stated, this is not really an issue because it takes minutes to replace and I buy the handles by the dozen at less than a dollar eachAs for a resolution to this complaint, it must be understood that the only problems with this moped were caused by an extremely inept attempt to assemble it. Before Ms*** picked up her moped, I asked the management at the market where I rent my store to inspect her moped to verify what I have stated in this response. Ms*** and another young man were observed loading the moped into a Uhaul truck at my store. They were seen to have let the moped fall on its right side inside the truckI will gladly put this moped in perfect running condition for the price of $150. This price assumes that the moped is in the same condition as the last time I saw it, and its condition has not worsened. I will also offer to pick up and return the moped to Ms*** at no cost, as I understand this is difficult for her*** ***
The customer's first complaint came more than a month and miles after she owned the moped It is difficult for me to schedule a service call to Columbia, as my shop is in Greer Normally, I require that the moped be brought in to my shop for repair and perhaps I should have
required this, but I try my best to accommodate my customers The problem was that the valves needed adjusting This is a maintenance item, and NOT a defect in the moped Nonetheless, my mechanic adjusted the valves, test drove the bike and she was not charged She complained again, and again we went back, and readjusted the valves (It may be that this was not done as perfectly as possible the first time, so she was not charged again.) My mechanic informed me that *** told him her moped had been blown over during the storms in Columbia, and *** is now complaining that her moped again won't start I informed her father that when these bikes are dropped, the stator needs replacement, and that it would be around $charge He agreed My mechanic went to Columbia, and was not able to complete the job outside in Columbia I told him to bring it back to the shop and get it done., which he did I then made him bring the moped to *** Scooter Shop in Spartanburg to have it checked out completely to avoid any additional problems After *** gave the moped a clean *** of health, my mechanic brought the moped back to my shop Before I let him deliver the moped back to ***, I made him start it 8-times in front of me, and then take it out and drive it 4-miles, bring it back and start it again 4- times before I allowed him to to deliver it back to *** Days later, *** called that the moped would not start again Again, I sent my mechanic to Columbia He called me that he got on the moped and it started instantly He drove it "all over Columbia" and it ran fine with no problems The same day, *** claimed that the bike again broke down
Her father called me, and I asked him to change the one fuse in the moped The reason for this is that when I saw this moped in my shop, I couldn't believe how beat up this moped was When we changed the stator, we had to remove a body part It was so beat up that it basically fell apart in my mechanic's hands (We replaced it no charge!) This moped had not only been dropped, but had been hit or hit something numerous times Such abuse can at very few times ( we've seen this once before after selling 1000's of them) dislodge the filament in the fuse so that sometimes it makes contact and sometimes it doesn't Her father called me back to tell me that he had he sent someone out for a replacement fuse and this was not the problem I doubt this, as there is a spare fuse immediately next to the fuse being used by the bike, and therefore, no reason to send someone out to buy a fuse He demanded a complete refund I told him there was a problem with this, as the moped was obviously extremely abused, and now had more than miles on it He hung upjust as a matter of reference, my mechanic has traveled from Greer to Columbia at least times (miles and hours round-trip) and *** has not been charged once I feel certain that Ofelia's Hamlet has spared no expense, and done everything possible to accommodate this customer There is something going on here that I'm not smart enough to figure out, but I am experienced enough with my mopeds to know that the problem is NOT with the mopedAs a solution, I will agree to send my mechanic back to Columbia one more time If the moped starts and runs fine with no problem as it did last time he was there, I will make him actually change the fuse to eliminate the remote possibility that this will be a future problem Then I will make him drive it at least miles to insure it is in good running condition If *** still does not want the moped, I suggest she sell it There is a huge used moped demand for used mopeds in ColumbiaIf there is a problem with the moped, I will have my mechanic bring it back and fix it and return it to *** in perfect working condition
June 22, Response to Complaint ID#: *** Now, for the facts: Ms*** did indeed purchase her moped from me. She refused our offer of our assembly/gas up
service for an additional $25. I subsequently received a phone call from her stating that the moped started once, but would not start again and that it wouldn’t roll and the brake handle was broken. My response was that she needed to bring it back to me so I could check it outA few weeks later Ms*** came to my store with her mother demanding a refund WITHOUT THE MOPED! Again my response was to bring me the moped and I would correct the problems or replace the moped. Ms*** and her mother agreed to bring me the moped the following day (a Sunday) and watch while my mechanic repaired the moped. Her mother was very concerned about her daughter’s safety which is understandable. We assured her we would make sure the moped was 100% safe. I paid my mechanic all day on Sunday to wait for Ms*** to arrive with the moped. Ms*** called me after the store was closed for the day to tell me she wasn’t coming. I surmise that she didn’t want her mother to see the true condition of the mopedAfter a few more weeks, Ms*** showed up at the store with the moped. My mechanic and I inspected the moped. The handlebars were installed by Ms*** so loosely that driving the moped could have been dangerous. Ms*** installed the front wheel and brake rotor improperly bending the front fork and possibly the rotor. This is why the moped would not roll as the brake rotor was forced up against the front fork. The battery cables were installed by Ms*** improperly and so loosely that they were no longer making contact with the battery. This is why the bike would not start or runThe front brake caliper had been removed from its mount, thus disabling the front and most important brake. Ms*** also left some of the hardware needed to finish assembling the moped, but some hardware was missing. My mechanic remarked that he wanted to sample whatever the people who worked on the moped were drinking! I called Ms***’s mother to tell her that her concerns about her daughter’s safety were well founded and that it would cost $to complete the assembly and correct the mistakes made during her daughter’s failed attempt to assemble the moped. She told me that Ms*** didn’t have the money. I requested that she pick up the moped as I needed the room in my small shopNow, to address that broken brake handle: this is not really an issue to me, because this is the most often performed service that we do. As a matter of fact, we now replace broken left side brake handles at no charge for customers who tell us the truth and say they dropped the moped. Ms*** story that she received the moped with the handle broken is simply not plausible. The handlebars to which the handle is attached is wrapped with 3-layers of bubble wrap, and they are laying loose inside the crate, attached only by cables and conduits which are flexibleThere would be no way that the break handle could be scratched in the exact spot that it gets scratched when a moped falls, or that there could be any kind of force to break the handleMs*** also did not bother to attach the kick stand extension which would have caused the moped to fall on its left side. But as I stated, this is not really an issue because it takes minutes to replace and I buy the handles by the dozen at less than a dollar eachAs for a resolution to this complaint, it must be understood that the only problems with this moped were caused by an extremely inept attempt to assemble it. Before Ms*** picked up her moped, I asked the management at the market where I rent my store to inspect her moped to verify what I have stated in this response. Ms*** and another young man were observed loading the moped into a Uhaul truck at my store. They were seen to have let the moped fall on its right side inside the truckI will gladly put this moped in perfect running condition for the price of $150. This price assumes that the moped is in the same condition as the last time I saw it, and its condition has not worsened. I will also offer to pick up and return the moped to Ms*** at no cost, as I understand this is difficult for her*** ***