Glyn

Jul 4, 2023

Fantastic customer service for an excellent product!

Originally purchased a Pure Air 2 which arrived next day via DPD with great comms keeping me advised every step of the way. After charging the battery & pumping the tyres up I went to try it for the first time the following day only to find the rear tyre was completely flat. I contacted Pure Electric by email who were apologetic and gave me details on how to arrange collection on their website with DPD and gave me the option to either exchange, refund or trade up to another model only paying the difference between the two. I thought I might upgrade to the Air 2 Pro for the increased range but unfortunately I had some serious health issues which prevented me arranging collection so it just sat in its box in the living room for ages. Fast forward a few months I had recovered enough to contact them again realising I was way outside the 30-day return period and while they were still receptive as if nothing had changed my health issues recurred so I never managed to return it. Contacting Pure for the third time after many months had elapsed and expecting the worst they were still more than happy to arrange the return of the scooter as originally arranged. In the interim they had just released the Pure Air 3 range and they suggest if I wanted another scooter instead of an exchange or refund I investigate these new models. I decided I would like the Pure Air 3 Pro this time round for the increased range, performance & features over my Gen 2 and the transaction couldn't have been easier. Initially there was £100 difference between the price I paid for the Air 2 at £449 and the new Air 3 Pro at £549 but luckily for me they chose that very moment to temporarily drop the price on the Air 3 range by £50 so all I had to do was pay the difference between my original Air 2 purchase price and the reduced price of the Air 3 Pro that had just dropped from £549 to £499 so just £50 to pay. I arranged for DPD to collect the Air 2 and ordered the Air 3 Pro at the same time. Collection was arranged for the following day and I was expecting Pure to wait until they had received & inspected my Air 2 before releasing the Air 3 Pro and I was panicking a bit because I needed the scooter for an event at the weekend as my capacity to walk any distance has been reduced by my illness. I needn't have worried as just like the original purchase it was on my doorstep the day after with full comms to keep me informed. It was good to deal with the same person throughout this whole time and I would like to express my heartfelt thanks to Jil D who has gone above & beyond the call of duty. The Air 3 Pro is a fantastic scooter and is definitely a step up from the original Air 2 in many ways and the whole process was an absolute delight so thank you Pure Electric. Many companies these days use the words Customer and Service consecutively in the same sentence without coming anywhere near but my experience of Pure Electric in general and Jil D in particular has shown me there are companies out there who still have what it takes. Another hallmark of a serious company taking an interest in their customers is how they respond (or not) to criticism and looking back on the reviews here it seems to me they care enough to reply personally (not just copy & paste the same canned response) to every person who is unhappy for whatever reason. The only fly in the ointment was DPD who despite being one of the best courier companies out there IMHO basically lobbed my old Air 2 in the back of the van on its nose instead of just laying it flat and proper side up and having the new Air 3 Pro delivered with the box badly damaged and missing its end flap. Luckily the contents were all intact and undamaged. Based on my experience I would not hesitate to recommend Pure Electric and when the time comes for me to buy a new scooter there is only one place I will be heading.