Dear Anaconda Team,I am writing to formally express my extreme disappointment and frustration with the entire experience I have faced regarding the scooter purchased from your store on 22nd March.Since purchase, the scooter has consistently failed to perform as expected. Despite being fully charged for 5–6 hours, the scooter would only run for approximately 16–17 km before running out of charge, and on multiple occasions, it stopped abruptly while riding, posing serious safety risks.To summarise the series of events that followed:Initial Reporting: I first visited your store to report the issue but was told the concerned person was not available and was asked to return the following week.Repeated Visits and No Action: Upon returning, I was again told the concerned person was not available. I requested a callback when they were available, but no call was ever received.Multiple Follow-Ups: After waiting, I called again and was told that an email had been sent to Reid (the supplier) and I would need to wait for their response. When I asked for a turnaround time, your team stated that they had no control over that.Store Manager Involvement: Upon further follow-up, I requested to speak to a manager who informed me they had sent another reminder email to Reid. I suggested they escalate the matter directly by phone, but was told no phone contact was available.Clear Negligence Admitted: During one of these follow-ups, your team revealed that for some time, emails were being sent to an incorrect email address for Reid, which directly delayed any response or action. Only after correcting this error was it mentioned that Reid may now respond.Public Review Required for Any Action: After receiving no response, I left a Google review to bring attention to the matter. Only after this did I receive few calls from Anaconda offering to repair the scooter.Scheduling Issues: Due to my personal responsibilities, including childcare, I requested a suitable drop-off date. I was repeatedly told that the technician is only available on certain days and no flexibility could be provided.Accident Due to Scooter Failure: While trying to bring the scooter for repair, it malfunctioned again, causing a fall near Expresso Inn which affected the scooter. I am Okay if you want to view the cctv footage of this area to see how badly ut malfunctioned Acceptance for Repair: Despite explaining the incident and condition of the scooter at the time, your team accepted the scooter for repair.No Proper Handover Acknowledgment Provided: At the time of handing over the scooter, I requested a written acknowledgment and photographs to record the condition in which the scooter was handed over. Your team refused, stating that "we have CCTV footage" and that no written record would be provided.Sudden Warranty Void Decision: After all of this, I was informed today that the warranty is void, and Anaconda will not proceed with any repairs.If the condition of the scooter was such that you now claim it is outside warranty, why was it accepted for repair at all?Why was there no assessment communicated at the time of handover? Refusing to provide an acknowledgment or photograph of the scooter at the time of handover is completely unprofessional and only adds further questions on how this matter is being handled.The entire experience reflects:Failure of product performance from the start.Repeated negligence in handling my complaint.Miscommunication and wrong actions by your staff.Delay caused due to Anaconda sending emails to an incorrect address.Failure to maintain basic customer service standards.Complete lack of accountability when the product’s ongoing issues led to further damage.I now formally request:Full repair or replacement of the scooter under warranty.Immediate written clarification on why this repair was initially accepted and then later denied.Formal acknowledgment of the service failures that have occurred.A clear written plan on how Anaconda will now resolve this issue without further delay.This is my final attempt to resolve this matter amicably. If I do not receive a satisfactory resolution, I will be left with no option but to lodge a formal complaint with Consumer Affairs and other relevant bodies.
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