Quality Care Policy
The company and user with the assistance of a local competent mechanical person or auto electrician will cooperate with the dealer to resolve most issue locally. Data suggests that almost all issues are usually of a minor nature. The company will provide parts and expert advice and the outbound postage on those parts for warranty and then at the clients cost thereafter. The company is not liable for the local charges whatsoever.
Whilst some items that may genuinely not be
warranty for whatever reason the company will err more generously but not
exclusively to the customers benefit. Users who obviously abuse this generosity
may be excluded from this policy. Accident damage or reckless tampering is of
course excluded. Goodwill and cooperation go a long way to easily solving your
issue. At all times the company is aware that disabled and elderly users do rely
heavily on this product and the company will endeavor to make prompt and timely
repairs.
The warranty is a return to base warranty and a call out fee can be
charged for on site service or collection. In many instances a person may be
confused about the operation of the scooter or its systems. This call might be
considered an education of the user rather than a warranty fault. In some cases
and at the company's discretion the user may receive a waiver on the callout fee
on two occasions during the warranty term. This applies to only users in the
company's local service area who
purchased the scooter new. Users
who obviously abuse this policy may be excluded.
The user could at all times after receiving a
warranty return advice number, transport the scooter at the users cost to the
company for
service or repair.
3 and 5 Year Warranty.
There is no modern DC electric motor of any type that needs a motor brush replacement at 6 months old. Paying $800 to have a new scooter serviced at 6 months old is wrong. Then to find out if you didn't your warranty is now void. This is a matter that should be reported to the ACCC. Wrong, Wrong, Wrong. Before buying check the terms and conditions and if this is the case run for the hills.
It has come to our attention that some customers
believe a particular make of scooter has a 5 year warranty only to find out
later it doesn't or the terms and conditions are so complex as to make the
warranty worthless. Many companies actively promote that this product has a 5
year warranty at the point of sale as the reason to prefer this brand. I know of many instances where the customers were sure that
a common failure (say electronic controller) is covered because they have a
5 year warranty. We certainly
take no pleasure in pointing out why it is that there is no warranty on say that
part. Usually these warranties are provided in several
parts. The 5 year part applies only to the actual steel chassis. Might as well
give a 10 year warranty. Its doesn't fail on any scooter. Meanwhile other parts are
covered for far less time with ambiguous claims procedures or not at all. Particularly batteries, chargers,
motors and
electronics. The expensive bits that are more likely to fail. Whilst this is not
illegal it certainly might be considered low on ethics at best.
Long ago we chose to cease dealing in products
that are warranted this way. We take pride in our reputation as a reliable and
honest business operating for the past 31 years and it just isn't worth the consumer complaints. You
can be certain that the Quality Care warranty we offer will be genuine and
worthwhile on products that stand the test of true quality and durability.
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What happens if my dealer will no longer honour the warranty
or provide
service and parts.
This has become a major concern in our industry as dealers and dealer
networks fail or face closure. So many operators pop up in our industry making
outragious claims of quality on
the back of cheap imitation or copy product. Very few have survived
or can cope with the amount of issues these imitation products have.
Factories have closed and so no parts or technical support may be
available. Of course this is why we say deal with Scooter City. Experts
in quality products since 1990. But if you didn't. No problem. Our
workshops can do more than 90% of repairs or maintenance on most brands
and even some no name scooters. Of course there is a fee for this service but
so many people tell us we are such good value. However there is a risk
that a crucial part is unavailable at which time your no name scooter is
now junk. This does and will continue to happen.