General

How do I contact your customer service team?

We have automated our communication now which allows us to maintain our 24-48hr response time. If you have any technical or warranty questions, please email: info@bensayers.com. If you want to purchase any new products or talk about stock, please email: sales@bensayers.com.

Should I register the warranty?

No, you are no longer required to register the warranty – the warranty is automatically valid from the date of purchase. We recommend keeping a copy of your receipt as this is needed to process a warranty claim.

Can I buy replacement parts?

Yes! All our service parts are available to purchase through our website. All common parts are listed – however, if you need something that isn’t listed, please contact our customer service team who can advise: info@bensayers.com

Battery and chargers

How long will my Battery last?

The life of a battery will depend on many factors, these can include: Usage & Lack of Use, Topography of the course, Charging Regime / how often you charge the battery, Condition of Trolley / drivetrain and Bag Weight. Your battery has been designed to last at least 18 holes of golf (unless you upgrade to the 36-hole version).

A lithium battery will last many years but just like other golf equipment, look after it and it will look after you.

My battery is cutting out throughout the round but showing a full charge?

Ensure your battery is fully charged, the trolley is running well and the wheels turn freely. Check the charger is functioning correctly and turning green after 5-10hrs – if your charger is faulty or not compatible, you could ruin the battery cells. Check your bag weight and keep to a minimum where necessary.

Is my battery fully charged on delivery?

Our Batteries come around 60% charged from the factory so we would recommend putting the battery on charge until the charger shows a green light. If the charger doesn’t change to green after 12hrs, something is wrong and you need to get the battery and charger tested.

I am not planning to use my trolley/battery for a while, what shall I do?

We recommend making sure the battery is fully charged and disconnected from the charger. Our advice is to store the battery in a cool dry place, at room temperature. Do not leave the battery for longer than 1 month without recharging. Once the battery is fully charged and the charger light has a green light, disconnect the charger from the battery.

My battery was damaged on arrival, or I have dropped the battery?

If the battery was damaged on arrival – do not use or charge the battery and report this to customer services. If you have dropped the battery and the casing is damaged – do not use or charge the battery as the cells internally could be damaged. A replacement battery would be required at this point.

My charger is hot?

The charger will run warm during use but shouldn’t be too hot to touch – we recommend charging in a dry, well-ventilated area. As the charger gets warm, do not charge on a surface which could become damaged from heat. If the charger is too hot to touch, please contact our customer service team with your proof of purchase.

Can I use a different charger?

No, the chargers we supply have been approved by our battery manufacturer. This means the charger will deliver exactly what’s needed for our specific battery – with other chargers, we cannot guarantee they will work correctly. It would be extremely dangerous if another charger is used and your warranty will be void. Please note the Lithium and Lead acid chargers are different and therefore cannot be interchanged.

Can I upgrade my traditional Lead acid battery to a Lithium battery?

Providing the battery is supplied by us, you can use either a lithium or lead acid battery on our trolley frame – you will need to purchase a new charger on top of the battery as they are not cross compatible. The connections and battery cable are the same. Using the wrong charger which isn’t compatible for the battery can be dangerous. Batteries not supplied by Ben Sayers should not be used and will void any warranty.

Trolleys

How should I clean my trolley?

Wipe your trolley down after each use to ensure it runs smooth. Use a damp cloth with warm water and mild cleaner. The wheels can be easily removed and the axle can be cleaned. Never jet wash the trolley as high-powered water could damage the electrical system. We have ways of checking if the machine has been exposed to excessive water ingress which would void the warranty.

How should I maintain my trolley?

We recommend doing a bolt check every few weeks to ensure everything is secured as intended – due to vibrations and bad terrain, bolts/screws can sometimes loosen over time. Visually check any wiring / cables for damage. Remove the wheels, lubricate the axle and wheel clutch area. Use a spray lubricant on the motor (near the axle) and any pivot points.

My trolley veers off and does not run straight?

Check your bag is evenly weighted and is sitting onto the trolley correctly. Visually check the front wheel to see if it looks straight, you can loosen the axle and use the small adjustment dials to move the wheel left/right which will help the trolley run straight – a small adjustment can make a difference so start with small increments. Check to see if any mud or debris has built up above/behind the front wheel and remove if necessary.

My trolley is going round in circles?

Remove and check both wheel clutches – each wheel has a one-way clutch bearing fitted so the clutch should freely turn one way and not the other (left clutch will turn anticlockwise and right clutch will turn clockwise) if the clutch turns freely both ways, you need new clutches. With the wheels removed, check the axle drive pins are in place – they sit around 3 inches in from the axle end and protrude out of the axle by 2/3mm.

Why is my motor loud?

As with any electric motor, there will always be a slight noise – a new trolley motor will have a slightly different pitch to a trolley that has been used as the moving parts inside take time to settle down and bed in. if your trolley is making excessive noise or knocking, check under the trolley and ensure the motor is spinning freely. If the noise or knocking is coming from inside the motor, please contact our customer service team.

My trolley powers on but the motor is not moving?

If the trolley is turning on and you can see the digital display but there is no drive coming from the motor, this is usually a faulty control box. The control box sits underneath the trolley (near the motor) behind a black rectangular door.

The speed on my trolley is erratic and hard to control?

If the speed is flickering/hard to control, this is usually linked to a faulty speed control switch. The switch is a small potentiometer that sits within the handle and can be easily replaced. (Product code G5305)

The speed adjustment dial on my trolley is loose?

If the speed switch is loose on the handle, you just need to tighten the securing nut located under the dial. Please remove the black adjustment dial (this just pulls off), pull the shaft of the switch upwards, then locate and tighten the silver nut using a 10mm spanner.

My trolley hardly moves and lacks power?

This is likely related to the wheels being on the wrong side – if the wheels are on the incorrect side, the motor will struggle to turn through the one-way clutch bearing. There is a small L/R sticker on the inside of the wheel and corresponding sticker on the frame / near the axle. Install the wheels as you are standing behind the trolley.

For any technical or warranty queries, please email: info@bensayers.com.

For sales or stock enquiries, please email: sales@bensayers.com.