Batteries Plus

Thank you for contacting us and requesting to hear Batteries Plus Pittsburgh's explanation for the delay in repairing Mr. Power Wheels Hurricane. I am somewhat surprised because upon receipt of your letter I thought it was an issue that had already been resolved. The requested settlement of "product repaired and returned" was already met to the extent that Mr. had been called to pick up the repaired Hurricane.Mr. brought his non-functioning Power Wheels Hurricane into our Wilkins Township store on May 24, 2018, a common occurrence for us as we are an authorized third party service center for Mattel Power Wheels. As with other Power Wheels repair customers, our employee informed him we would obtain the appropriate repair parts from Mattel and call him when it was ready. Mr. Hurricane was still under warranty so there would be no charge.The particular part needed was a combination motor-gearbox. Upon contacting Mattel we learned that particular part was on backorder at Power Wheels with an undetermined re-stock date but we were told "soon". We awaited arrival of the repair part and I am told during this time period Mr. contacted our store 3 times, and was told the part was on back order, and that as soon as it arrived we would repair the Hurricane and call him back. It is correct that we called Power Wheels every time to check on the back order and Power Wheels informed us on one of the calls that they also told Mr. the part was on back order - but I do not know how they delivered that information.We regret that we were unclear in delivering our message to Mr. as he says we never called him back. Our store did not set expectations properly and perhaps should have called Mr. more frequently to let him know the part was still on back order.Late in the day July 16th the replacement motor-gearbox arrived at our Wilkins Township store. An employee repaired the Hurricane the morning of July 17th and called Mr. informing him that the back ordered part arrived the previous afternoon and his Hurricane was ready for pickup. Mr. picked up his Hurricane Monday July 23rd.As previously mentioned, I thought the matter already resolved but welcome any suggestions toward an amicable resolution or improving our performance.

Sincerely,

Michael RPresident, Batteries Plus PittsburghBatteries Plus Pittsburgh • 3912 Library Rd • Pittsburgh, PA 15234 P • F • www.batteriesplus.com