Customer Name: David
Issue Reported: Board not turning on after over two years of use
Date of Initial Contact: March 5th
Resolution Date: March 6th
Case Overview:
David, a valued customer who has been riding our board for over two years, reached out to us because his board was no longer turning on. Given that his description alone did not provide enough information to diagnose the issue, we promptly requested a video demonstration to better understand the problem.
After reviewing the videos he sent, we still couldn’t pinpoint the exact cause. To ensure we provided the best support possible, we scheduled a one-on-one video call with David, guiding him through a detailed troubleshooting process step by step. Throughout the call, our team patiently assisted him in checking different components until we successfully identified the issue—it was a battery failure.
Resolution:
Although David’s board was out of warranty, we wanted to support him as a loyal rider. To show our appreciation, we offered him a significant discount on a replacement battery and immediately arranged for shipment to minimize his downtime.
Customer Satisfaction:
David was extremely satisfied with our prompt, professional, and patient assistance. He expressed his appreciation for our dedicated after-sales support and how we went the extra mile to help him, even though his warranty had expired. He now has a renewed trust in our brand and is excited to get back to riding soon.
Key Takeaways:
- Commitment to customer service: We proactively worked with the customer through multiple troubleshooting steps to diagnose the issue.
- Fast and fair resolution: Despite the expired warranty, we provided a special discount to help him replace the necessary part.
- Building long-term relationships: David’s positive experience reinforces our dedication to our riders, ensuring they feel valued even years after their purchase.
At Ecomobl, we believe in supporting our riders every step of the way, ensuring they enjoy their boards for as long as possible. David’s case is a great example of how we stand behind our products and our customers.
