Complaints

• Initial Complaint

  07/18/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a bike a little over a year ago and the bike has had issues ever since it has blown over 15 fuses in the last year I have contacted the business with little to no success and they still refuse to admit there product is defective I have offered to send it back it if they send me the appropriate postage costs because it is there product that is defective not user error and it just does not seem right or fair for the amount of money I spent on the product! Can you help?!

  Business response

  07/25/2023

  According to our warranty our 5 components are covered for (1) year from date of purchase. (Battery, display, controller, charger and motor.) This customer purchased the bike ___________________
  
   The customer contacted us in July 2022 1 month after date of purchase and it was determined he needed fuses so we sent fuses which is not a warranty part.  We have not heard from the customer since the 15th of July 2022 so we figured the solution fixed the problem.
  
  The warranty expired 6-20-2023.
  
   
  
  The customer then contacted us recently July 14, 2023 and was found to be out of manufacturer warranty. When asked has he ridden his bike since the original 2022 solution the customer did state he just purchased more fuses and had been using the bike when it was not snowing in Colorado.
  
  According to our terms of agreement we are not legally liable to replace the battery since the customer is no longer under warranty. As a courtesy we suggested the customer return the current battery at his cost per our warranty after 30 days of receiving a new bike the customer will need to pay shipping to Kasen. When received we can then check to see if the problem is actually his battery and not some other issue. If the battery is found to not be repairable the second option, we suggested to the customer for this discontinued unit was sending a replacement 14.5 battery at no cost just out of kindness.
  
  Before we could come to a fair conclusion for both parties the customer filed a complaint.
  
   
  
  He was told to send the battery back we will still honor our warranty.
  
   
  
  Kasen Electric Bikes
  
  909-393-3069

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