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Old 11-10-2008, 04:02 PM   #1
gbrandwood
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Join Date: Nov 2004
Location: North west England, UK.
Posts: 3,043
5 yr Member HT/PT Owner
Thumbs down A really bad experience I'm afraid

I have no doubt that Segway of Oakland will have provided some, if not many of their customers with good or excellent service. Perhaps I am picky or perhaps the fact that I'm in another country and had to rely mainly on e-mail for communications, is the reason why I felt my overall experience was so negative.

I recently purchased an e167 from Segway of Oakland (my money went to slide4less.com, just in case people think they are an entirely separate team of people – they are not).

I received a message from slide4less in response to my interest in purchasing an e167. In fact, I received messages from 3 different people who at the time were also selling an e167. This is important because it meant I had a choice. Each machine was in different condition and of course advertised at different prices.

I phoned Steve at Segway of Oakland and talked to him for long enough to know he was the kind of guy who knew what he was talking about. I asked him to describe the unit, the condition etc., and we talked about various options and prices. One for a Li-ion equipped PT and one for re-built NiMH. We ended our conversation with Steve suggesting I put all of my requirements in an e-mail. So far so good.

It all went down hill after I sent a detailed list of what I wanted. I had a list of accessories on it and wanted a full cost for everything including delivery to the UK. At this point I was introduced to Luis who would handle my request from here on in.

I received an invoice listing everything I wanted, including shipping, but for a Li-ion equipped machine. This was a mistake. I had requested a NiMH so I informed Luis and paid the lower price for NiMH.

Time passed and I hadn’t received confirmation of postage. I was disappointed that it took a week (from memory, maybe more) and it took a couple of phone calls to get it shipped.

When it landed, I was delighted. However, I opened the box and firstly it wasn’t the machine described to me on the phone. The condition didn’t seem to match either – although I guess this is subjective. Steve and I had discussed a 2002/03 red button machine with the original Hypertronics connectors. I received a 2004 blue button machine with Elcon connectors. As my reason for purchase was to own as near an original machine as possible, I was quite specific when this was discussed on the phone. So this was a major disappointment – but hey, the new connectors are better, I guess.

The other major disappointment was the lack of accessories. There was none! All of the original e167 bits were present (apart from a missing screw) but no lock, no handlebar guard, no quick release, no comfort mat etc.

A period of e-mailing followed, with one or two phone calls thrown in. It turns out they had made a mistake with my invoice – the accessories shouldn’t have been listed. Not only that, but after I made them aware of this they then – AT THIS POINT – sent me a fresh invoice without the accessories explaining why none were included, and tried alleviate themselves of any responsibility – as if to say, well, we did send you an invoice to clarify – but hello, this came way after the event. They used the same invoice number too.

Anyway, not one to feel down in the dumps, we agreed a new deal (with me now in a less powerful position having already paid in full), and this was for some of the accessories so long as I bought a few more. So I made a list of some additional things to buy and the others I expected to receive as part of the original deal. I ended up planning to spend about $300 more.

Days turned into weeks. E-mails were exchanged. I eventually got them to agree to include most of what I wanted, apart from one or two parts (kickstand and comfort mat). I felt quite patronised at times as they explained to me how a kickstand for the e167 doesn’t exist... Anyway, I set a deadline for an update and received a voicemail promising, yet again, the info would be with me today. Nothing turned up. I eventually threatened to call the whole thing off unless I received an accurate invoice detailing everything.

Well, I received an invoice but it had no shipping cost on it. The last e-mail I sent a few weeks ago was asking for them to please give me the cost including shipping so I could pay them.

I eventually decided just to give up. Life is too short and I know with the great bunch of people out there I will be able to get the bits I need eventually.

Overall, I feel like I was ripped off. I ended up paying over-the-odds for a machine which wasn’t as described (in a major way) and also didn’t include ANY of the accessories which I wanted – and of course these were a major part of me deciding to purchase this machine from Segway of Oakland. I could have spent nearly $1000 less with someone else for another machine (but without accessories and probably slightly worse condition).

Anyway, I hope slide4less read this and learn something from it. I was so keen to close a positive deal throughout and put up with all the broken promises, delays and mistakes. I just couldn’t wait any longer.

-

I believe my comments here are justified and I am happy to explain or elaborate on any of the points I have made. I stand by them and have the e-mails to back them up.

I thought long and hard about posting about my experience on SegwayChat, and I probably wouldn't have done it, if slide4less hadn't enquired about how to establish their place in the dealer reviews section. I'm not one to wash my dirty laundry in public but I don't like being taken for a fool either. I have dealt with several US dealers in my time here on SegwayChat and this is the first time I have had a problem – and I know for certain where I won’t be spending any more of my money or recommending that people give them a call or purchase from their eBay store.
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Gareth Brandwood
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