Your customer service team are whole bunch of morons
Full story:
Ordered the Omni Pro on releasing day, with upgraded wheels and footrest. Packages arrived on that Thursday (6/18). Great!
I was out of town ,so only assembled the chair a week later (6/26). Sh!t, it is missing the battery.
Saturday (6/27), called customer service and got a human answered the phone after 10 trials. Checked my order, and agreed to send replacement battery. Not bad.
Monday (6/29), got email from CS and requesting a photo of the chair S/N for verification. Saying battery will be shipped, once the photo is verified. OK... Photo was sent within minutes.
Tuesday (6/30), got email said battery is currently not available. Asking if I will like to wait but did not mention for how long. Replied to ask for wait time and options.
Wednesday (7/1), got email next shipment will be mid-July. Or I can cancel the order. Or buy from Amazon? Cancel? Buy? I want a replacement battery that you owe me!!!! BTW, website shows battery is in stock at US warehouse, so I replied and asked why they cannot just send me the battery already in the warehouse.
Today (7/2), they replied with old tracking numbers for packages which I already received 2 weeks ago. WTF!!!
So after a whole back-and-fore with the CS team, I am back to square one. Fxxking great!!!!
Update 1: minutes after the original post, someone claimed to be COO Levie resposed to this post, saying "Here's what I'm doing right now: I'm pulling your order and having a battery shipped to you directly from our US warehouse stock". Sounds great! But anyone realize COO did not ask/invite me to DM for order detail? Do you think they can magically locate my order just based on the timeline provided above???
Update 2: 3 hours after the COO post, received email from the support team "Once the battery arrives at our warehouse next week, we will prioritize your shipment and send it out as soon as possible." So I guess Libernovo don't know what they have and not have in their warehouse? Since the website is still saying Pro battery in graphite color is in stock.
Update 3: 8 hours after the COO post, I DM the COO for my order number just in case. COO replied and asked which regional website I was used to place the order. Really? I thought COO Levie was "I'm doing now" 8 hours ago but he/she, with my order number, can't even tell which regional website I used to place the order!!! Really?? With all these, I am thinking the whole Support Team is just a bad AI bot, including COO Levie. So how long will it take to get my replacement battery? Stay tune, I will update the progress.
Update 4: 24 hours after COO initial post, current status is provided. Thank you. I am looking forward for the shipment of the replacement battery. I will update when it is received.