My experience with Lectric so far is pointing in the opposite direction. They are responsive, you can reach them by phone or email, and they do send replacement parts so that's a positive but their "service network" in my area is useless and I've been left to my own devices to troubleshoot a very annoying problem with a brand new bike. But yeah, they've been good about sending parts so there's that...
But what they really need is an exchange policy so if a brand new bike has a problem they can't figure out, they exchange it instead of just sending a bunch of parts that end up not fixing the problem.
On the bright side, the fact that I've been left with DIY has helped me re-learn how to work on bikes after not working on them for over 30 years. Not exactly why I bought the bike to begin with though. I'd much rather spend all that time riding it.