Another Bad Experience with Hybrid-battery-repair

[kccode1]

I thought about attaching this to the previous thread about Hybrid Battery Repair but then thought it would be more fitting to start another post But you should read the original thread first here

My Experience with Hybrid-battery-repair

Seems things have not gotten better. My wife's 2001 battery was sent in and refurbed by Ron. I received it back in October of last year. My wife told me that the IMA light came on and she contacted Ron about getting it fixed since it is still under warranty. That was almost 4 weeks ago. I just heard from her that she has called them 5 times first telling her a new one is on the way. Now they don't seem to know what the status is. She was given the excuse that her email's were put in spam folder. Now they don't return her emails at all. They don't return phone calls at all and she is stuck without a car that works since the IMA will trip after driving about 10 miles.

The worst part of it all is that I have been deployed with my unit in Afghanistan since March and I am lucky to get to talk with her once a week. This is first chance since the trouble started that I have been able to use a computer.

This seems to be a common issue with Hybrid Battery Repair that has not changed in over a year.

[Hybrid-Battery-Repair]

Originally Posted by kccode1

I thought about attaching this to the previous thread about Hybrid Battery Repair but then thought it would be more fitting to start another post But you should read the original thread first here

My Experience with Hybrid-battery-repair

Seems things have not gotten better. My wife's 2001 battery was sent in and refurbed by Ron. I received it back in October of last year. My wife told me that the IMA light came on and she contacted Ron about getting it fixed since it is still under warranty. That was almost 4 weeks ago. I just heard from her that she has called them 5 times first telling her a new one is on the way. Now they don't seem to know what the status is. She was given the excuse that her email's were put in spam folder. Now they don't return her emails at all. They don't return phone calls at all and she is stuck without a car that works since the IMA will trip after driving about 10 miles.

The worst part of it all is that I have been deployed with my unit in Afghanistan since March and I am lucky to get to talk with her once a week. This is first chance since the trouble started that I have been able to use a computer.

This seems to be a common issue with Hybrid Battery Repair that has not changed in over a year.

I don't know who you are, so I can't tell you anything specific or trace what is going on. There are three people answering emails, so it would be helpful to know which one(s) she is sending to. We had one employee leave, so if the emails are going to "tim", that would certainly explain things. I can also tell you that the last two weeks have had various people out of the office on vacation, so she may have been getting different people on the phone.

Our policy is to pause warranty clocks whenever a problem is reported and then only resume them after the customer is back up and running. In addition, if a repair should fail a second time, we generally send a replacement battery out so that the customer is less inconvenienced.

Please ask your wife to call the office on Monday and ask for Brian and let him know that I told her to call. I would say to ask for me, but I will be away from the office all week. Despite that, please PM me and let me know if Brian does not resolve the problem to your complete satisfaction. I will be checking PM's every evening.

[Cobb]

I am sorry to hear you are having those problems. I and many others pick Rons brain and we get quick responses. Heck, he sent me by request a box full of dummy batteries for display purposes when I attend car shows.

I hope that gets resolved and we will keep out eye on Ron.

[jeff652]

yes, and aparently business is very good lately. I just learned today that my wait is SIX weeks to get my Better Battery, nto the three I was originally quoted.

[Hybrid-Battery-Repair]

Originally Posted by Cobb

I am sorry to hear you are having those problems. I and many others pick Rons brain and we get quick responses. Heck, he sent me by request a box full of dummy batteries for display purposes when I attend car shows.

I hope that gets resolved and we will keep out eye on Ron.

We always resolve problems to the customer's satisfaction and go out of our way to go beyond that, but sometimes things go sideways for a while. The only valid complaint anyone has ever had is that sometimes we're slow. Since we've all got these cars for the long haul, we try to make it up to those customers by giving them longer warranties.

One year ago, we were myself plus a helper working out of my basement. Today, we are eight people and outgrowing our new office space. It's easy to keep track of things when one person is doing it, but much harder when there are many.

We're trying.

[Hybrid-Battery-Repair]

Originally Posted by jeff652

yes, and aparently business is very good lately. I just learned today that my wait is SIX weeks to get my Better Battery, nto the three I was originally quoted.

It would have been about 3-4, but someone overseas messed up some customs documentation. They combined two shipments because they were both ready at the same time, but didn't update the paperwork. Customs pounced on it because they thought the company was fraudulently reporting quantities to avoid export fees. It took something like 11 days to clear up and pay the fines, etc. Now every shipment is being delayed a little because customs is carefully inspecting every package. We hope to be caught up and back to a three week schedule by next month.

Don't forget that it was three weeks PLUS shipping time from NY to you. You do not want to send 67lb packages express. The shipping fees would be astronomical.

I'm sorry about the delay, but it was completely out of our control. You are like the 40th person I've had to tell this to in the last week.

[Bowski]

As someone who deals with exports/imports from/to Asian sources on a regular basis I can tell you that a 6 week lead time on anything out of there is amazingly fast.
Ordered my BB on July 12. Got it Aug 31. I was "hoping" it wouldn't take that long but I sort of expected it. If Ron can do it in 3 weeks regularly that's awesomely fast.

[boogetyboogety]

Ron, years ago I dealt with a vendor who used a particularly sharp pencil in figuring out his shipping costs. He would throw nickles like they were manhole covers. In other words: He was cheap as cheap can be. Nothing wrong with that, but you get the picture. He was also a sharp businessman who looked after his customers, as you apparently try to do.

One of his money-saving shipping gambits was using Trailways and Greyhound buses. The companies apparently have a shipping side that most people don't know about, and you may not be aware of. Pros: Quick (a day or two from Dallas to practically anywhere in the lower 48 states), relatively cheap (much cheaper than express from USPS, UPS, et al), secure. Cons: Low insurance coverage (I think it was limited to a few hundred dollars), no door-to-door delivery (shipper has to deliver to them, and buyer has to go claim at bus station).

Don't know if such an arrangement would work for you in any form or fashion, but I'm just throwing it out there as another possible option, strictly for your information. I don't work for any bus company nor have any investments or interest in them, by the way. Continued success and good luck!

[jeff652]

Originally Posted by Hybrid-Battery-Repair

It would have been about 3-4, but someone overseas messed up some customs documentation. They combined two shipments because . . . .

Thanks for the clarification. It makes the delay much more understandable. Perhaps it's just a training point, but it would have been good to hear this from the lady on the phone who told me three more weeks then offered no explanation for the delay. Then I wouldn't have pestered you publicly on this forum

Regardless, I am still looking forward to getting my BB (and grid charger) and am willing to wait for it.

[jeff652]

Originally Posted by boogetyboogety

One of his money-saving shipping gambits was using Trailways and Greyhound buses. The companies apparently have a shipping side that most people don't know about . . .

I would definitely recommend AGAINST using Greyhound Package Express. They loose stuff often. They lost TWO separately packaged Insight seats that I had purchased from the_flamboyant_seller on eBay last month. Of course that guy turned out to be a real jerk so it's very possible he never shipped them in the first place . . .