I’m working for the LUUP customer support center. This is a conversation log via email between a customer, “キンゴ・フリーバー”. Translate the キンゴ part into English, and describe his overall emotional status.
Here is the English translation of Kingo Friver’s emails and comments, followed by an analysis of his overall emotional status to help your customer support team handle the situation effectively.
1. English Translation of Kingo’s Messages
Email 1
Date/Time: June 11, 2026, 9:53 PM JST
TXT
Last night, a mistake on your company’s side caused major confusion, and I wanted to request your prompt assistance regarding this matter.
TXT
I have already attached a detailed screenshot from when I returned the vehicle.
Thank you for your prompt reply. I reported the details to the on-site team last night, so could you please check that? If necessary, I can provide a more detailed explanation, so please feel free to ask. I really should have raised awareness about this issue for the sake of other users who might encounter the same problem next time.
TXT
Best regards.
TXT
Email 3
Date/Time: June 12, 2026, 6:56 PM JST
TXT
Just in case you think I am blaming you for the natural drainage of the battery, let me explain a bit. In reality, it is a clear mechanical failure. If you have ever examined the vehicle, you would understand the cause. Just to be sure, I will tell you why I say so.
TXT
About the vehicle: – Vehicle Number: 50481
TXT+ 1
– 2026/06/11 02:31–03:07
TXT
– When unlocked, the vehicle’s panel displays a glowing indicator showing the battery is fully charged.
TXT
– 5 minutes later, the vehicle suddenly stops.
TXT
– The vehicle occasionally restarts suddenly with a fully charged battery status, but most of the time it only lasts for 1 to 10 seconds. It randomly repeats stopping and restarting.
TXT
– The vehicle tends to restart more frequently when its head is tilted backward. Even if I try to “unlock” it via the app, I only hear the restart sound from the vehicle’s panel, and nothing happens.
TXT
Because of this, even if the battery is fully charged, it makes me hesitate to ride the unnatural last remaining vehicle around terminal stations.
TXT
Imagine dragging an abandoned, dead-battery bicycle across the Tama River at 3:00 AM. Initially, I planned to travel 18 km from point A to point B (estimated time: 80 minutes), but it turned into this kind of ordeal:
TXT
– Rode 1 km
TXT
– Dragged it 2.7 km across the Tama River
TXT
– Returned the vehicle with the dead battery. Despite the low battery remaining, I searched for another nearby vehicle.
TXT
– Predictably, the battery died after riding 9 km.
TXT
– Swapped the vehicle and rode another 8 km.
TXT
When trying to swap a bike with a dead battery, available vehicles no longer show up on the app’s map while riding (Attached Image 1). This is an issue that has been occurring ever since the last major update. This makes it even more difficult to exchange the bike for one with a new battery. You cannot see the attached Image 2 until you actually end your current ride. This needs to be fixed.
TXT
Best regards,
TXT
CS Rating Comment
Date/Time: June 13, 2026 (Submitted after rating “Bad” ✅)
TXT
Did you actually read what I wrote before replying? Or did you have no intention from the start to reply to the report I submitted through the online issue reporting form at 3:07 AM on June 11th? There was no response whatsoever until I followed up via email 6 hours later.
TXT
Needless to say, I was forced to explicitly demand a refund. Do you plan on issuing a refund?
TXT
2. Overall Emotional Status Analysis
Kingo’s emotional state progresses from composed cooperation to extreme frustration and resentment, largely driven by what he perceives as robotic, dismissive customer support.
Phase 1: Calm & Cooperative (June 11): Initially, Kingo is polite and constructive. Even though he experienced “major confusion,” his second email is remarkably courteous (“Thank you for your prompt reply,” “please feel free to ask”). He acts as a civic-minded user who wants to help improve the service for others. TXT
Phase 2: Exhausted & Defensive (June 12): After receiving what seems to be a generic macro response, his tone shifts. He feels misunderstood (worrying the support team thinks he’s just complaining about a normal low battery). He describes a highly vivid, physically draining “ordeal” (dragging a broken bike 2.7 km across the Tama River at 3 AM). He is exhausted and highly critical of both the hardware and the app’s UI. TXT
Phase 3: Deeply Angered & Insulted (June 13): His final comment is outright angry. He explicitly realizes that the customer support agents are likely using canned responses without actually reading his detailed logs. He feels ignored, textually ghosted (referencing his unanswered 3:07 AM form), and financially wronged, leading to his direct, sharp demand for a refund. TXT
Key Takeaway for Support Action
The customer is highly rational and detail-oriented but feels completely unseen. To resolve this, the next response must avoid templates. It should explicitly validate the grueling physical effort he went through at 3 AM, acknowledge the specific vehicle/app bugs he pointed out, and provide a clear, direct answer regarding his refund.
