Kathleen De C.
I had a good experience
My initial contact was made on 4/16 with my new battery shipped on 5/16 and being delivered on 5/23. Like most customers, the problem seems to be the battery as my X7 scooter wasn’t powering up after its first ride. I was given instructions to use the multimeter along with video for reference. After two recordings (a week a part), neither was what they needed, so I called their customer service line, and found that was super helpful to have someone talk me through what I had to do. This person told me that I would need a paper clip (who knew) to use with the multimeter. I sent him another recording and after showing him that there was no power, my ticket was escalated and I was contacted by a different customer service person who was super responsive and helped to get me a replacement battery. She actually set my expectations because they were out of stock but a new shipment was in transit to the US (global supply chain issues) and told me that once it ships to me, I would be emailed and I was. To be honest, I thought I’d be waiting longer, so this was a pleasant surprise it came faster than what I expected. As someone who works in customer service myself, I can empathize with those on the other line. What I’m writing out is more of a way to help customers to understand the process and to not get discouraged. The video I believe is more for the manufacturer of the battery than it is for Turboant. Jane (on email) and Romero (on phone) were really top notch. What I would suggest on Turboant’s side is to have written instructions ready for customers since this is an ongoing issue, which would include this is what you need with pictures along with step by step instructions. If the customer cannot do this, then providing them with local repair shops will help. You can plot out where you are shipping to most and start finding partners in those cities and grow this map as your business grows.
Response from TurboAntMay 30, 2022
Hi Kathleen, we feel honored to hear that you had a good experience with TurboAnt and thank you for your support and understanding. We are very valuable that you have given us such useful suggestions, which are very helpful to us. The comments you gave us are a confirmation of our dedication and motivation for us to do better and better, thank you again for sharing your experience and suggestions with us!