Full Xtreme support ticket dialogue up to today.

This is the complete conversation that I have had with Xtreme over the last three months. The last post is at the top of the page, the first at the bottom. Any thoughts and comments are welcome. Even from Arctic Fox to whom I owe a public apology. You were very right sir about Xtreme's very crappy customer service as the posting below will indicate.

Subject: Complete power failure
Ticket#: 4A1E8***
Created On: May 28, 2009
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John
Staff

September 18, 2009 3:13pm CDT
Scott, warranty goes by the date of scooter purchase not the parts, sorry this is policy. The weight is not correct because these new batteries have not been weighted and put into system yet. I assure you this is just a shipping misprint .

Thank you,
John
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Scott Aarestad

September 18, 2009 2:50pm CDT
Hi again John.
Ok so you say new batteries, so why not a full warranty on the pack like originally? I just went and checked your home advertising page and it states that there is a 12 Month Warranty on the Battery Pack itself. And the other thing that is still floating out there is that the UPS page says that my package only weighs .50lbs. Whats up with that? The battery pack weighs in the neighborhood of 25-30lbs I believe.

Thanks for answering my questions. Scott.
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John
Staff

September 18, 2009 2:41pm CDT
Scott, completely new battery pack except the original battery box.

Thank you,
John
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Scott Aarestad

September 18, 2009 2:34pm CDT
John.
Just one more question before I let this go for today.
Are the batteries that were put back into my battery box, with the newly revised charging circuit board, the original ones that I sent back to you. Or are they new ones?
Scott.
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John
Staff

September 18, 2009 1:33pm CDT
Scott, Usually the warranty is applied to the scooter, however I have given you a 30 extended warranty on the new battery pack on Order #220213.

We now consider this issue resolved so this ticket has been closed. You can re-open it at any time during the next 60 days by clicking on the re-open button above. Please reopen this ticket # 4A1E8*** and do not create a new one. You may also call our customer care department at 402-603-4445 for assistance. Thank You!

Thank you,
John
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Scott Aarestad

September 17, 2009 6:27pm CDT To Xtreme Staff members.

The original warranty terms were in two parts.
#1) Was a 90 day bumper to bumper warranty on the scooter itself. Except for flat tires and other minor user triggered problems.
#2) Gave a full ONE Year warranty on the battery pack.
Now given that one year has passed since I received the scooter initially, I can understand why the warranty on the ORIGINAL battery pack is no longer in effect. However, what is currently en route to me is a fully rebuilt pack with a new revised circuit board installed in it. A replacement that your company deemed appropriate to cover a warranty issue. And as such should be eligible for another full ONE YEAR warranty from the date of receipt, which is scheduled to be 9/21/09.
Are you telling me that anyone who buys parts from you after the initial purchase, of what ever scooter or other item they buy,do not get warranties on replacement parts? Are your replacement parts not worthy of being covered? Are the parts designed to fail again so you can collect more money from people who bought from you originally?

If you are getting the idea that I am still not satisfied, then you are getting it. Oh and another GLARING issue. Why does the shipping tracking indicate .50Lbs? That battery pack weighs a lot more than that. If I do not get back a product that is a fixed version of what I shipped to you on June 15th 2009, on Monday 9/21/09, I will be contacting members of the Iowa Attorney Generals office.

Scott Aarestad
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Eric
Staff

September 17, 2009 4:22pm CDT
Scott, The battery pack doesn't have a warranty on it. The Scooter has a warranty on it.

Your package is on time with a scheduled delivery date of 09/21/2009.

Tracking Information
Tracking Number: 1Z5F60E0034802**** Status: In Transit - On Time

In Transit - On Time Scheduled Delivery Date: 09/21/2009 Shipped To: SPRINGFIELD, OR, US Shipped/Billed On: 09/15/2009 Type: Package Service: GROUND Weight: .50 Lb

Thank You,
Eric
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Scott Aarestad

September 17, 2009 11:46am CDT
John. Ok so you took it to the shipping department. Did it get shipped, and if so, how about a tracking number? And you still didn't answer the question about the repaired battery packs Warranty status. Does it come with a full one year Warranty as did the first pack? And if not, why not? It should come with one as it is a new pack that you are sending me.
As I have stated before, I really like your product but I want you folks to honor your commitment for your customers.
Again I await your reply. Scott Aarestad.
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John
Staff

September 10, 2009 4:51pm CDT
Scott, just got done with yours and took it to shipping department. Your order# 215134

Thank you,
John
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Scott Aarestad

September 9, 2009 2:20pm CDT
Hi there again. It is now the beginning of the new week. The week in which you stated that your best guess was that my battery pack would be being shipped out in. So, I repeat, where is my battery pack? I also want you to make sure that there is again a FULL ONE YEAR WARRANTY on the replacement pack as well. It is a responsible company's duty to make sure that the customer is taken care of in a reasonable fashion with regards to warranty repairs and replacements.
I am sincerely hoping that you have taken action on this matter as I will only wait another 8 business days before I contact the Iowa Attorney Generals office. I am in contact with several customers who have already done so, so that makes it much easier for me to get things initiated.

I await a reply. Regards. Scott Aarestad
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John
Staff

September 1, 2009 6:03pm CDT
Scott, I heard that the batteries has come into the warehouse. Part yet have to be inventories and then we need to install the new battery packs in the boxes and send out early next week my guess.

Thank you,
John
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Scott Aarestad

September 1, 2009 12:13pm CDT
Hi there. It is now September 1rst. Where is my battery pack? Is you company trying to hold out on getting it to me so that my one year warranty period is over?. What gives? I have now not been able to use my scooter since the middle of MAY. Now three months have gone by and I am still waiting for you guys to do something about it. I am beyond disgusted with this whole process. And while I realize that things sometimes take more time than originally thought, three months for a warranty repair is outrageously out of line. Not to mention the very limited communications that I have received, that were every one prompted by myself.
So, will you be shipping me my battery pack within the next two weeks or should I contact the Iowa Attorney Generals office like so many others have already about your shoddy business practices.
Sincerely disappointed, Scott Aarestad.
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John
Staff

August 12, 2009 11:35am CDT
Scott, boat has not arrived yet so far expected time arrival is the last week of August and you are on the list.

Thank you,
John
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Scott Aarestad

August 9, 2009 1:10pm CDT
Hi there. It has been exactly one month to the day since I last received an communication from you folks. And in the last post you said I was first on the list and gave an order # of "215123". I don't have my battery pack yet and when I first looked at my ticket a few minutes ago, it was closed. Umm, ok so now I am starting to raally wonder what gives? Why would you close the ticket BEFORE the reason it was opened is resolved? Is my battery pack on a VERY SLOW boat from China or what?
Please reply with pertinent information and preferably a location on my revised or repaired battery pack.
Your attention to this matter is imperative. As of now I am still trying very hard to remain pleasant and optimistic but my nerves are wearing thin. Please, I repeat, Please get back to me quickly. Thank you.
Sincerely, Scott Aarestad. 2008 XB -700Li Owner.
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John
Staff

July 9, 2009 9:37am CDT
Scott, we are waiting on the 20 special battery packs to get here from China. They have change the charging circuit boards on these and you are the 1st on the list. Your order will be 215123. Sorry for the delay, but we had to show china that this was a problem and found out they already fixed this problem on their scooters.

Thank you,
John
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Scott Aarestad

July 7, 2009 9:50am CDT
Hi again. Here is my tracking # for my returned battery pack. 1Z5VX255036851**** .
I am beginning to feel like you don't want to help me with this. I initiated this ticket on May 28th and now we are in the second week of July. What gives? Does it really take more than two and half weeks to get things figured out?
Please help me out here, I need my scooter to get back and forth to work.
Thank you, Scott Aarestad
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John
Staff

July 6, 2009 4:41pm CDT
Scott, please provide me with the tracking # of your package.

Thank you,
John
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Scott Aarestad

June 30, 2009 6:03am CDT
Hi there. I have waited patiently for a reply from you folks for the requested 7-10 day waiting period. I have a UPS confirmed delivery date of 6-15-09.
So now I would think that I would be entitled to some kind of reply, answer, or replacement of returned parts. And as of yet, nothing in any way shape or form. Please, could you at least reply to this post with something informative? That way I could be kept in the loop.
Thanks for your attention to this matter.
Sincerely, Scott Aarestad.
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John
Staff

June 5, 2009 1:15pm CDT
Scott, yes I mean the box with the handles is to be removed and sent back, no need to open the box.

Thank you,
John
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Scott Aarestad

June 3, 2009 11:15pm CDT
John, in your post you say that I should remove the batteries from the battery box. My scooter has a fully enclosed Lithium pack with two carrying handles on it. I can remove the batteries if you need me to but was thinking that it might be easier to ship the whole thing. Let me know what you want. Again, we are talking about the XB 700 Li here.
Thanks for your continued support. Scott.
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John
Staff

June 3, 2009 8:10am CDT
Scott, I recommend you send your battery pack back to us to test for you.
X-Treme Scooters requires us to have your batteries returned to us before we can send you replacement batteries under warranty. Please print a copy of your tech support ticket, then go to http://www.x-tremescooters.com/services/returnform.html and print out a Parts Return Form. Be sure to fill it out completely and return the form and a copy of your support ticket along with your batteries, to the address on the form. Please place "Attention" and the techs name that asked you to return your batteries on the outside of the package. Please allow 7-10 days for processing. IMPORTANT, if you are returning XB model batteries, remove the batteries from the battery box. If needed, you may cut the wires from the batteries in order to remove from your scooter. The new batteries will be wired for you, to drop in place and plug in.

Thank you,
John
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Scott Aarestad

May 28, 2009 7:29am CDT
I have had my scooter since Sept. 08 and now have 1085 miles on it. It now loses all power when I twist the "throttle". The only way to get the power back on is to pull the battery pack, unplug it for a minute and then plug it back in. Then it will either run for a little while or quit again almost immediately. This is very frustrating since this is my commuter vehicle and I rely on it heavily. When I purchased the vehicle from one of your drop shippers I also purchased an extra 1 year warranty on the whole vehicle and I am still well within that time period. All in all I really like the scooter, I just need it to work consistently like it did for a long time.

Thanks for your attention to this matter.
Scott Aarestad