I have been more than patient with your company. I purchased an electric bike for $711 on 3/29/20. Order #483451. This purchase was a birthday gift for my soon to be 8 year old son. With the pandemic he can not socialize with friends or have a birthday party. Even the parks are closed. I was hoping this bike would allow him to enjoy this time in quarantine as best as possible. I have been out of work due to the pandemic so this purchase was a slight financial strain, but he deserves this. When the bike was delivered and unpackaged, a very important piece was distorted and bent. I contacted your company, sent pictures, and went through all the proper avenues to have this resolved. I just wanted my child to have his bike. My CASE146****, was submitted and I was told I would receive contact back as to how to rectify this problem. I waited, and waited, and waited patiently with not a word. The last communication was April 7. Today is April 21. As I saw the look of disappointment in my sons eyes when the disassembled and defective bike lay in the garage which he was not able to ride, I had enough. I contacted customer service via the phone. It was made clear to me after 17 minutes on hold that the pictures and case were not even reviewed. That means this entire time of waiting, nothing was done for YOUR customer. An innocent 7 year old child who desperately wants his bike did not mean anything to this company, Swagtron. The first time on the phone, I was informed to send the broken piece back, supplying my own box at my cost, after spending $711 on this bike that has yet to work. This was not good enough. I had enough and realized this company does not care for its consumers or the quality of the products they The second time on the phone I with customer service I decided I wanted to return this inferior product not because of the time my son has anxiously waited, but because I realized your company does not care. At all. The customers are simply order and case numbers to you. I also had to struggle to obtain a box so I can ship this unusable bike back. I refuse to be in the red and buy a box returning a product that was damaged to begin with. This would have been so simple. Simply pretend to care about your customers and their concerns, rectify them, and all would have been done. Instead you ignored me, which means you ignored my child. Swagtron should be ashamed of themselves and for the lack of concern and empathy for the consumers who give them life and business. This letter may not get anywhere or make a difference, but I needed to write the disappointment I have with you all. Your lack of concern and disregard for the customer is appalling. Because of this I have reported this company to the better business bureau. I dont know what it will do, but even if one parent reads this complaint, it will make them not purchase from Swagtron. I was told a supervisor would call me regarding my concerns, but I am not surprised I have yet to hear from one. I am not surprised but I am disappointed. Shame on Swagtron. User's recommendation: DO NOT BUY FROM SWAGTRON.