I purchased an eBike M40 from their website. After spending half a day assembling the eBike, I encountered quality issues with the headlight and horn not functioning. When I reached out for support, I did not receive efficient assistance, which prompted me to request a return and refund for the product. They responded by insisting that I should provide either the original box or suitable protective packaging, threatening to charge me hundreds to thousands of dollars otherwise. As an alternative, they suggested me to find a local scooter repairer myself.
This situation feels like a classic chicken and egg dilemma. I have asked them to either assign a local agent to fix the issue or provide a full refund. Expecting me to find a local repairer on my own could jeopardise the product warranty and leaves me with unnecessary hassle and risk. I believe the responsibility for resolving these quality issues should rest with the seller, not the customer.
I hope that the company resolves this matter promptly, as I am not keen to spend another fortnight dealing with ongoing complications. If they fail to take swift action, I am considering escalating this issue to the local Fair Trading Authority.
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