I ordered a pocket bike for my youg son for xmas 08. The order was received and i was lead to believe the mini bike would arrive on or before xmas. That never happened. The bike did arrive 1/07/09. The box had been ripped open, smashed and needless to say the bike was damaged beyond use. Poor packaging was the problem. We contacted usa pocket bikes and jumped through all there hoops. Below was the responce on our so called free replacement parts:
Dear Valued Customer,
This email is to notify you about your warranty parts. We have been working our hardest to get all warranty parts out to customers, but unfortunately we ran into a problem. The manufacturer of the parts has sent them in a container that has been stuck in customs for about two weeks. We were informed of this Friday, January 23^rd. We have a couple options listed below for you that we would like to present you to address this issue:
*Option 1*) you can wait for the parts to come back in stock. It could be up to 3 months before customs releases our container. I can assure you that if you are willing to wait it out, we will ship your parts. We do value your business and will put you on a waiting list for the parts, if you can ride your unit without much hassle for warranty parts, but still want them; this is a very good option in these circumstances.
*Option 2*) we can reimburse you up to $15.00 for the warranty parts. If you are unwilling to wait for the parts and wish to be compensated for them, we are willing to give you up to $15.00 for a reimbursement. You will also be put on a list for special deals whenever you need parts. All you need is to keep your order number handy. If you ever need any parts in the future (After Market or Replacement) we will provide you with a fifty percent discount for the rest of the bike's life.
*Option 3*) we are able to special order expedited parts in small quantities from our Chinese manufacturer. We are willing to special order any part for our customer. Unfortunately, it is quite expensive to ship these parts, which is why we can only do this in small quantities. If you are willing to pay half the shipping cost ($25) we are more than willing to special order your part (s). Please understand we do not wish to charge are customers for parts. We wish there was another way, but unfortunately this is our last resort option and there is only a limited number of customers that we will be able to do this for.
We do appreciate your business. Please choose one of the options above and get back to me via email. Our phone lines are extremely busy and you may not be able to get through so email is a surefire way to get resolution on this matter. We are not issuing refunds or returns for warranty items at this time. Special cases do apply, but for the majority of customers we will not be able to issue a refund or return.
Please respond only to [email protected], any other email address your response is sent to will not be answered in this matter. Thank you for your continued patience, it is greatly appreciated.
Mark Bates
Claim Manager
USA Power Sports
We chose none of the options and informed Mr Bates of this. He was also informed that the credit card company was to be contacted and the charges disputed. To that he responded below:
Hello,
You will be in dispute with us for months with your credit card company, since you have agreed to all terms and conditions, you will have a tough time with this. We want to send you the parts, we simply have not got our shipment in. If you are not willing to wait, we will have to deal specifically with your credit card company and I will not be able to respond to you directly. Please be aware that is the wrong way of going about this.
Kind Regards,
Mark Bates
USA Power Sports
PO Box 697
San Dimas, California 91773
Well he was wrong the credit card company refunded our money. It even gets better. Our next contact from Mr. Bates was a phone message threatening to have me arrested for credit card fraud and thieft of the bike if I did not return it with in one weeks time.By the way the bike was packaged and ready for shippment. The only address we were able to find is the P.O. Box Mr. Bates hides behind. Fedex or the other carriers will not ship to a P.O. Box! A shipping label and address has been requested from Mr. Bates. To date no responce.
To sum this up the web site promises it all. The reality is you get nothing at all but hassel.
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