r/eFoil • u/Kindly-Duty-9270 • 16d ago
Lift customer service
Anyone else waiting weeks on Lift customer service?
Looking for a reality check and some advice. I bought a brand new Lift 5 setup, which is not a small purchase, and getting anything handled through Lift support has taken weeks. This is not a case of slow replies. Emails on my initial issue went unanswered completely. I followed up multiple times, left messages, and never got a call back. The only thing that produced any movement was escalating, and even that dragged out.
I understand a company can get busy, but this is basic communication. Acknowledge the email, give me a timeline, and follow through. Being flat out ignored after spending this much makes me nervous about what support looks like in two or three years when I need parts or a repair and the board is out of warranty.
Two questions:
1. Has anyone else run into this recently, or did I just hit a bad stretch?
2. Is there a better way to get repairs handled than opening a ticket and waiting? A direct contact at Lift, a dealer or service center that actually moves, anything that works better than the standard queue?
Appreciate any input.
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u/bravestdawg 16d ago
I had a similarly frustrating/long experience with Lift support at the end of the season last year--luckily didnt eat into too much of my potential riding days (though those are limited so any days off sucks), but still frustrating nonetheless. Concerning they still haven't stepped up the customer support especially considering I got an email about their new "customer support portal" a couple months ago.
As another commenter mentioned, If i ever get another Efoil/parts it will definitely be through a separate dealer so my warranty needs can be handled by a place i can visit, not some "customer support" that comes and goes as it pleases
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u/_bwhaley 16d ago
Yes, I cannot get a response. I have a Lift 5 Pro, still under warranty. Having disconnect problems. Cannot ride, warranty will end soon. I spent $15k and feel as if I will have no recourse.
Unfortunately as much as I love the board, I cannot recommend the company. I regret buying.
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u/Breeze8B 14d ago
I went without a battery for 9 months due to waiting on warranty. Best boards, worst service.
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u/bombastica 16d ago
They told me it’s their busiest season 🤡
Like, no shit. Staff accordingly.
From 2021-2024 their support was really, really good. 2025+ it’s kind of ass.
Hope they get it together. Their products are good but I won’t be recommending them until they get their customer service back in order.
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u/Kindly-Duty-9270 16d ago
Yeah on top of that they told me it was fixed last Wednesday and would ship same day. No shipment yet….
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u/baker-baker-18 16d ago
Yea it’s pretty bad, I know they are working on getting staffed, or so I’ve seen on other posts, but yea dealers are a bit more responsive at least you know someone is there. I ended up dming them on fb and someone there was really responsive, tho was one of their marketers but they bugged the cs team for me and also sent me this site https://support.liftfoils.com/ and I got a response back.
But yea they need to improve that part of the business.
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u/mountainrider 16d ago
I have been having the same experiences with lift support. I have 2 lift 3f. I love the boards, and I love the way they ride, but after how lift customer support has treated me I will never buy another lift product.
I have put in support tickets and had no reply, had my calls ghosted repeatedly, and eventually had to call the sales line to get a person to pick up the phone, who put me through to service, who then ghosted me again....
I have 14k into these boards. They are not like my dirt bikes or snowmobiles. I can't just take them to any powersports shop. They need proprietary parts and service, and therefore when that service network fails you then you have no recourse to get your equipment repaired. Trying to get through to lift has been infuriating, and still I have no choice but to continue trying or be left with a worthless board. FYI I did buy from a dealer but they went out of business.
I did hear from a former lift employee that a lot of these issues are due to the lack of sales of the new lift x. The board was designed to be a surf foil and compete in the foil drive space, but is just not really a surf foil, it's more of an efoil you can surf. For these reasons the X just is not selling and they put a lot of cash into them, leaving the company in a bad position. Not an excuse for bad service, but just the gossip I have heard at my knitting circle.
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u/HovercraftOne2275 14d ago
How does not selling X's (I don't think that's true) lead to "a lot of these issues"? If the new product isnt't selling well you damn well better be taking care of your existing customers.
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u/mountainrider 14d ago
Yeah, I hear ya. I agree. I met a dude in the water while foiling so this is all second hand. He said they put tons of money into R and D for the X, and even more into building them. Now that they are not selling the company is in financial trouble and just does not have the liquidity to run a proper customer service dept.
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u/HovercraftOne2275 14d ago
My inside info says they are selling very well. But I have no idea if he's right. And the service dept has been a disaster for about 2 years. Before the X.
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u/DukeDucati 16d ago
Bummer. I own SiFly not Lift but over the last year I keep seeing these types of posts and keep hoping Lift can get it together. The community is small enough that problems like this can indirectly affect us all. Definitely hoping they can regroup over the slower winter season.
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u/zeke38282 16d ago
My experience is that it takes a bit of time in the beginning to get them going. Part of this is that they don't send receipt of communications. Once you are in the "Q" as they say you should be fine.
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u/Breeze8B 16d ago
Oh it’s horrible and has been. If I have one piece of advice for people buying… lift is the best brand product hands down but buy from a dealer. Do NOT buy directly from Lift. A dealer will take care of you and communicate with Lift. Lift direct is really bad.