Excellent response and follow up

Had a battery replaced under warranty. Biktrix staff promptly replaced it once the diagnostic testing steps were completed, which confirmed a dead battery.

Battery seems well protected with foam and wrapped well. And likely coming from Canada, fedex wasn’t that kind to it.
Drained it and recharged it, Seems okay. Maybe stiffer cardboard stock would help?

I am amazed that I got this email after I already responded to you with a negative review and no one has reached out to see how we could become more satisfied. I will repeat what I sent in an email previously. We are still very disappointed that your company would not make any concessions considering we bought the bike in Calgary for $3600 in Nov 2021 and it already has a faulty battery and charger. We could not determine which. Your troubleshooting tips proved dangerous. Your only offer was that your battery was on sale which is no benefit because that deal was available to anyone. Even though it was off warranty you could have made good on it. We suspect it was faulty right from the start. I would like to know how many of your batteries have had this problem. What happens if the same thing occurs in 18 months?
We have since found an electric tricycle elsewhere and the company has extraordinary customer service.
When choosing your bike we were trying to "buy Canadian" which might not be actually true anyway. But considering what we now have into this Biktrix we ae not thrilled. And this is the second email I have received asking for our opinion. But no one has reached back to see how we could be compensated or more satisfied.