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Complaint Details
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Initial Complaint
09/24/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased three power ponies last year for Christmas. $500 a piece. My kids barely rode them and they 2 of them dont work already. When I first contacted them they told me to recalibrate. That never worked so my daughter just used her brothers own. Currently we are down to 1 horse working. Never rode these outside. They werent riding them often and they dont work. There is no way to call this company.Business response
10/23/2023
From: ************************* <*********************>
Sent: October 23, 2023 1:21 PM
To: ******************************* <*****************************************>
Subject: Re: Power Pony reply: Regarding Champ and Princess ****************** received the email. Thank you so much for resolving this issue.
On Mon, Oct 23, 2023 at 12:57 PM ******************************* <*****************************************> wrote:
Hi *****,
It was very nice speaking to you just now.
I am so happy we were able to find a solution that not only resolved your issues but also made you happy.
Please reply to this email once received so I know you got it, thank you.
As per our discussion:
#1) We will be sending you 2 new Engines for Champ and Princess.
Once you have received the new engines, please use these same boxes and the same bubble wrap to wrap the old engines in to send back to us.
#2) I will also be sending you a RETURN LABEL by email to print once the new engines arrive at your home.
We will be Returning the old Engines at our cost.
No cost to you at all.
#3) Inside the box we are sending, you will find the tool to remove the old engine because you mentioned you no longer have the tools.
You can keep this tool
a parents tip, use tape to label the tool for the Power Pony so you do not lose it when stored away.
#4) Once you receive your new engines let us know so we can schedule an appointment with you to FaceTime with you before you calibrate the new engines the first time to help you step by step.
I have updated your Delivery Address as you instructed, if there any mistakes please let me know immediately, thank you.
*************************
************************************************;
********** ******* 30052
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.