UpCart® City: The Most Compact Stair Climbing Cart!

Possible Defect With Your UpCart
over 7 years ago – Sat, Nov 24, 2018 at 10:55:17 PM

Dear Backers,

We were so excited to get all of the new UpCarts shipped out last week and couldn't wait to start hearing how much everyone was loving their new carts. 

Unfortunately, despite our best efforts of testing and quality assurance at the factory, we are getting a surprising number of emails and calls informing us that some UpCarts are arriving broken or breaking shortly after being used. This is extremely alarming to us considering how much testing we did before manufacturing. 

We fear there may have been an issue in the manufacturing process, however we need to investigate the situation to determine what is causing the defect and how many carts are affected. 

I assure you that we stand behind our products and will make sure that every backer has a fully functioning UpCart City (renamed to Versa Trolley).

So what happens next:

• We need to investigate and find the root cause of the issues 
• If your cart is affected, please let us know by sending an email to [email protected]
• PLEASE include a picture or two of what is wrong in your email 
• DO NOT throw your UpCart away
• We will most likely ask you to return your UpCart to us so we can physically inspect it. Don't worry, we'll send you a prepaid shipping label, BUT PLEASE SAVE YOUR BOX, this will make it much easier to return the cart to us. Also, please hold onto your custom fitted bag, you will keep your same bag. 
• Once we identify the root cause and develop a solution, we will communicate back out to everyone. 

I want to be very honest with everyone, if the solution requires the factory to remake the carts, we will not be able to replace your UpCarts for several months. 

Based on initial feedback and pictures, we are cautiously optimistic that we may be able to address the issues at our factory in Ohio. But it is too early to tell at this point. 

I want to sincerely apologize to everyone about this situation. As the CEO, I take full accountability and you have my commitment we will repair or replace anyone's UpCart that may be impacted. 

Please know, we are small family business and we genuinely care about our customers and the quality of our products. I thank you again for your support of us and ask you for a little more patiences as we work to get any and all issues fixed.

Sincerely,

-Michael Reznik, CEO

Your UpCart Orders Are Shipping Soon
over 7 years ago – Wed, Nov 14, 2018 at 06:26:04 PM

Hello All,

We are very excited to share that we will be shipping out your orders in the next few days! Our container got held by US customs several days longer than we expected, but it was finally released and will still get to our warehouse this week. Our entire team has been working very hard to prepare and stage all the orders so we can get them out as fast as possible. 

All orders will be shipped out in the next few days!! 

A few important notes:

• We have NOT received completed surveys from many of you. We have attempted to contact everyone via both phone and email. If you did not complete your survey (or if you did not receive it), PLEASE email us at [email protected] or call us at 1-800-539-3653 - WE CANNOT SHIP YOUR ORDER unless we have a completed survey.
• When you receive your UpCart, please register to activate your lifetime warranty at: www.upcart.com/register
• We will be posting a new Instructional Video this weekend showing the proper way to open, close, and operate your new UpCart. Please go to www.UpCart.com/videos and watch this video before using your UpCart City (SPECIAL NOTE: the UpCart City has been renamed since our Kickstarter campaign to UpCart Versa, so note the video's online are listed under UpCart Versa)

Again, sincere thank you from the entire team at UpCart for supporting our Kickstarter campaign. Please know we are a small family business and do care about our customers. If you need any support with your product, please don't hesitate to contact us.

And if you LOVE your new UpCart City (aka Versa), there is still plenty of time to order one as a holiday gift. Starting after Thanks Giving, we will be shipping out all new orders within 48 hours. So Follow us on Facebook to see our Black Friday and Cyber Monday Specials!!

Last note: We would LOVE to see pics of you and your new UpCart in action. Please post pics of your UpCart and tag us @UpCart on Facebook or #UpCart on Twitter. We will be giving away gift cards and prizes at random to people who post pics of their UpCart throughout the month of November and December. 

Thank you!!

-The Team at UpCart

UpCarts are on the Water!!
over 7 years ago – Mon, Oct 08, 2018 at 05:51:35 PM

Hello Backers,

We are very excited to share that your UpCarts have been loaded onto the truck, officially left the factory and are currently on an ocean liner headed for the USA!! 

The ship is scheduled to arrive in Vancouver on the 27th. From there it will have to rail to Columbus, OH and should arrive in our warehouse on Friday November 9th or Monday November 12th. We should have all orders processed and shipped out that week. So all orders will be shipped by Friday the 16th at the latest. We will send out another backer update to confirm once orders start shipping. 

NOTE: Backer Survey's have gone out and we have had just over 80% response rate. But that means 20% have still not completed their backer surveys. It is extremely important that you fill out our survey so can get your order to you. 

If you have not received your survey or cannot find it, please let us know at [email protected] 

We had hoped to have the orders out earlier and thank you for your patience and support. 

We are proud of what we have created and are confident that they will be worth the wait. No other company has ever offered a lifetime warranty on a folding cart before so we hope you agree that this UpCart is something special. 

Thank you!

-The Team at UpCart

Backer Surveys Going Out!
over 7 years ago – Thu, Sep 20, 2018 at 09:53:00 PM

Hello Backers,

Thank you for your patience with us as we worked through the remaining issues. I am very excited to share that we are finally comfortable with the finished product and assembly process. We are working with both the factory and ocean freight companies to secure final details of the actual shipping schedule. But we are confident the UpCart City will be leaving the factory within the next few weeks, so we have started sending out backer surveys today! 

Everyone should get their surveys by the end of the weekend. They are coming from BackerKit. If you do NOT get your survey by Sunday evening, please email us at [email protected].

While it took us a little longer than we had hoped to get the product out to our backers, we place a high prioritize on the quality of the product. As such, we wanted to share something extremely exciting with you all of you... 

We are confident in our workmanship and want you to be as well. So we are doing something unprecedented, we are offering a lifetime warranty on the UpCart City to all of our backers. So as long as you have your cart, we'll have our back. 

We hope you agree that this is something worth waiting a few extra weeks for. 

Keep an eye out for your backer surveys. Once again, thank you for supporting our campaign!

-The Team At UpCart

Shipping Update #2
over 7 years ago – Fri, Sep 14, 2018 at 02:22:54 PM

Hello Backers,

Thank you for your patience as we work through the work through the assembly issues. Our engineer has been at the factory all week and we are very happy to report we have identified and addressed the issues.

The good news is that there was nothing wrong with our tooling (molds, castings, etc). The issue was with the assembly process. The product can be a little tricky to assemble correctly due to the angles of the parts. In partnering with the factory, we have designed a "fixture" (see pic below) to hold the parts at the correct angle and position while they are assembled. This will ensure the desired consistency in the final product.

The factory needs 10 days to re-make the impacted parts and assemble the carts, so we anticipate the carts being "ready to ship" by September 24th. We will work with our ocean freight company to secure new passage on an ocean liner and confirm back to everyone the new shipping schedule next week. 

Thanks again for your support and patience as we work through these issues.

We can't wait to get these carts in your hands and see how you #UpCart!

Have a wonderful weekend!

The Team at UpCart