DO NOT BUY NIU Products, in the US anyways… Where do I start. After reviews online and YouTube videos, I decided to by my 12 year old daughter a KQi2 Pro scooter for Christmas. She rode the scooter all over for about a month. She crashed it and bent the front fork. I do not blame the company for this issue, this was 100% my daughter’s fault. NIU told me to contact BESENDER for the part. Besender is the company who handles NIU scooter issues. I contacted BESENDER, and they asked me to send the scooter to the California NIU facility. They sent me a shipping label and instructions on how to ship the scooter. We packaged the scooter back up in original box. PS, keep the original box in case you ever have any issues. I sent them an email three days after they received it, to check and see how long the process would take. I promptly received an email that said the process would take 10 to 15 days depending on parts, etc. They also sent away to track your order through the process. Day 16 I saw a change in the tracking# that said a tech was assigned to the scooter, It stayed in this status for three days, and then changed to scooter shipped. We received the scooter 3 days later. We had initially thought that it would have a new fork on it, but when we opened the box, the scooter had not been touched, and had the bent fork still installed on it. There was no explanation in the box, No order form for a new fork, No directions how to order a new fork, just the scooter with the bent fork.
I was really upset. When I first made the request to Besender for fork replacement, I asked to purchase a new fork. I was so mad to receive the scooter back with nothing done to it that I immediately called NIU and Besender Tech Line, which I would like to note that there numbers are the same. I called the US tech number just to be clear. This was on Thursday. I chose the option for tech support. A recorded Chinese message was spoken, and I listened to elevator music for roughly 10minutes. A recorded Chinese voice came on said something in Chinese and the line hung up. About five minutes later I received a phone call form NIU/Besender. I explained the issue and what happened. The lady then apologized and gave me a new case#number and said Besender will send me an email with the part and request a payment. I asked her how long this process would take; she responded three days. Four days later after checking my email every day, including the spam folder, still nothing. I decided to contact NIU, and chatted with their live online tech support, and they said that Besender sent the request 3/27. I showed them that, via snip of my inbox and spam folder, that I had nothing. The tech sent me a software receipt that showed Besender sent a response on 3/27. I asked the tech to resend the email while I was online. The tech stated that they did not have access to the email, therefor they could not resend it. I was told to contact Besender direct. I called the number again listen to the same message and 10 minutes of music, followed by a message in Chinese, and the hang up click. I then went to email, and besender/NIU an email. I used the address that was provided on the Besender webpage, which was the same email that I got a quick response when I sent them the inquiry about how long they would have the scooter. I included a snip of the online conversation with NIU support. I requested a way to order a new fork and made it very clear that I would pay for it. Still nothing.
So my daughters Christmas present is still not able to be ridden, and even worse, I have no Idea if or when I will be able to purchase the replacement part needed. Buyer beware, seemed like the right buy at the time, but should have went with better known scooter like Segway. I can buy a replacement fork online for a Segway scooter for $35. Anyways, seem like an ok scooter, but just beware that if something goes wrong you could be waiting a long time…..
I will update this review once they let me know how to purchase a new fork. I find it amazing that a company would pay to ship a 45 pound scooter to and from our house to their facility, and not just send the 40 dollar part. Especially when I said I would pay for it from the beginning…… This is mind blowing to me….
