Boosted vs. Marbel Customer Service
If Customer Service is not a top criteria in your electric skateboard buying decision, it should be. It’s early days for this tech and – based on my experience – your board will break down and will realize how damn valuable this post is.
Heaven: Boosted Customer Service
Boosted Dual+ electric skateboard crapped out first. It was working perfectly for 9 months; then one morning I could go backword but not forward and braking didn’t work. I actually lived with this for a month but when the battery croaked a week letter the board was dead on the pavement.
How was Boosted’s customer service? One word: EXCELLENT. Their response to my email was immediate and clear. Angelo with the corporate title “Fresh Prince of Stoke” was my personal support rep. He offered to provide a posted-paid-by-Boosted label, but I chose to drop off the board at their Mountain View office. He personally met me at the door provided a case number to track progress. Turns out the Board required a new battery. Boosted installed a brand new one at no charge under the warranty, cleaned and oiled and tested everything, and the board was ready to pick up in less than a week. Angelo called me to say it was ready. Nice, very nice.
Hell: Marbel Customer Service
I was delighted they provided a phone number to call; way easier than trading and waiting emails.
Sadly, it turns out Marbel Electric Skateboards doesn’t really want to hear from you. I called the number 3 times per day for 5 straight days and it went straight to voicemail every time. I left a voicemail every time and not one was returned. I eventually tracked down an email address for Misti at Marbel. She told me to ship the board back – at my expense – which I did. It arrived at Marbel on August 16. I received no confirmation they received the board or when I could expect it back. By September 7, with only crickets from Marbel, I called to check on status. My bad. I should have learned they don’t answer the phone or return messages. I emailed Misti over the next several days with no reply. She finally sent me a message saying each day I email, my “ticket” goes to the bottom of the queue. Nice. She said she’d check on the status of the board. She replied that the board had shipped the day before. She’d try to get me a tracking number, if possible. The board eventually arrived 9 days later. I’m happy to report it’s working, but I have no idea what work was actually done. Damn that process was frustrating.