Hello Craig,
We sincerely regret the frustrating experience you have had with our products and service. Your concerns are important to us, and we appreciate the time and effort you have put into testing, reporting, and communicating your issues with us. We acknowledge that we have fallen short in multiple areas and would like to address each of your concerns directly.
1. Product Quality & Overcharging Issue
We acknowledge that one of the
B12460A Version 1 batteries you received had a
defective positive terminal. While we promptly replaced it at no cost, we recognize that this should not have happened in the first place.
Regarding the
charging issue, we have never offered or advertised a "multi-stage" charger so I'm unsure where you received that information or if there was just some confusion.
You mentioned the batteries were being overcharged. I'm fairly certain that is not the case given all the protections in place for this model but regardless we will take a look at your data to help figure out what might be happening in your instance.
2. Website Changes & Lack of Transparency
As part of our ongoing product improvement process, we introduced
Version 2 (V2) of our batteries to improve on the V1 model. This is no way suggests any issues at all with the V1 model, we simply made some upgrades such as the ability to update the firmware over the air, increase scalability from 4 battery packs to 16, upgraded battery gauge and so on. Customers who are looking for a firmware upgrade to the V1 unit, we will provide that when the firmware is fully tested and ready but we'll note there are tens of thousands of these batteries working perfectly fine in the field so a firmware update is not an absolute necessity.
We understand how frustrating it must have been to see product information removed from our website during your testing phase. This was never intended to be misleading or evasive; rather, it was part of a transition to our updated V2 models.
However, we recognize that our
lack of proactive communication about these changes created confusion, and we should have been more transparent about the improvements we were making and how they would affect customers who already owned V1 units.
3. Customer Support & Communication Failures
It is completely unacceptable that your calls, emails, and texts went unanswered leading up to your scheduled visit to Stockbridge. We deeply regret the lack of communication and recognize that this caused unnecessary frustration and inconvenience, especially considering your long-distance travel.
We acknowledge that
Stephen and other representatives failed to follow up as promised. This does not reflect the level of service we strive for, and we are taking immediate internal actions to prevent similar situations in the future.
4. Delays & Facility Concerns
We apologize for any delays in staff availability when you arrived at our Stockbridge location. Our standard business hours should be maintained, and we recognize the frustration of waiting for responses and unclear timelines.
As for your observations about our facility, this location operates as a
distribution and logistics hub rather than a full-scale production or engineering center. While we do have internal product testing, customer support, and warranty teams, they operate remotely and at separate locations. That said, we understand why the facility’s setup may have raised concerns about our long-term warranty commitments, and we take that feedback seriously.
5. Resolution & Next Steps
We deeply regret that this experience led you to file a PayPal claim and decide to sever ties with Epoch. While we respect your decision, we
would still like to make things right.
- If you are open to it, we can issue a full refund immediately, no questions asked.
- Alternatively, if you prefer, we can ship the fully tested V2 replacements to your home at no cost.
- We will also ensure that a senior member of our team personally follows up with you to ensure the resolution is handled to your satisfaction.
6. Commitment to Improvement
Your experience has highlighted serious gaps in our
customer service, product communication, and transparency. We are taking the following steps to improve:
- Implementing better tracking and response systems to ensure no customer inquiries go unanswered.
- Enhancing our website clarity so product information remains available even during transitions.
- Strengthening pre-release product testing to avoid known issues in future launches.
- Increasing customer service training and accountability to prevent unresolved cases like yours.
We sincerely appreciate your feedback, and while we regret your dissatisfaction, we hope this response shows our commitment to acknowledging and correcting our mistakes.
Please let us know how you would like to proceed, and we will ensure a resolution that respects your time and trust.
Sincerely,
Chris Hurley
Epoch Batteries
.
