Mowrator after-sale support for a battery issue (5-stars)
Just wanted to share a very good experience with Mowrator's support service.
Last September I put the machine in storage (after using it just once in early autumn) for winter and charged the battery to 100%, storing it then in a heated room. Sometime between winter and spring I checked once or twice that the battery still held a charge: it did -- above 70% IIRC even at the start of spring. But when it cam time to mow the lawn a few weeks later, the battery suddenly had no charge at all, and the charging unit could not resurrect it.
My first thought: did I do something wrong, or rather wrong enough that some small print somewhere will determine that it's all my fault and I'll need to pay for a new battery (which is not exactly cheap)?
So I wrote to Mowrator support, describing the problem and attaching a short vid clip to demonstrate what's happening when I try to charge (orange light on the charger, the fan spinning up for 1-2 seconds then stopping, and then nothing). A couple of days later I got a response from Marina, actually she just asked a few more questions to confirm that the battery for sure is not salvageable). A couple days later, they inform me that the battery cannot be charged, and a brand new one was on the way.
Relieved, and pleased at the same time. Nowadays warranties are more often a PITA to resolve (many times not in the customer's favour), so it was quite refreshing to have a problem resolved in a matter of days, and a replacement product delivered so quickly.
The cherry on top:
Marina offered me a complimentary accessory for my troubles, which honestly IMO went beyond just good service. I felt no need to receive this since the entire experience was excellent, beyond expectations actually (I would have been fine with a refurbished battery even, just as long as I could mow again 😄 ). I declined the offer but suggested I buy it with a little discount if they wished, but she sent it to me anyway, no charge.
I had a hard time writing this without making it appear marketing(ish), which isn't my intention. What I am conveying is that if anyone's on the fence about the product mainly over the price... yes, it is a lot of money, but the support after the sale, to me, is indicative of the company understanding very well that a big ticket purchase like this should be backed by top-notch support.
Another positive thing that came out of this was a bit of a confirmation to myself: when I received the replacement battery, my lawn was probably 45-50 cm high. I wondered if the machine could eat all that up without too much trouble. It did, in about a dozen minutes (while amusing an audience of neighbours at the same time). This thing really is a beast 😄
Cheers!