Gotrax has the worst customer service I have ever experienced in my life. I am posting to hopefully set expectations for others. If you are thinking about buying a Gotrax (or considering any cheap scooter) this is for you.
A bit about me: bought an XR Elite through their website a few months back. Scooter shipped promptly, arrived intact. So far so good. The Elite is great. Really everything that I had hoped for and expect from reviews I had read on here. Bargain priced. I live about 1.5 miles from my work and started using it to go in 1-2 days a week (still on COVID WFH schedule). Range, speed, folding, weight, ride – all that stuff exactly as expected. I really felt like I got a bargain.
Fast forward about two months (still within their 90 day period). I go to power on the scooter and nothing. Zip. Zero. Zilch. It’s totally dead. I check my email for the receipt and triple check that I’m still within the warranty period.
I send a support message in. No response. I call their customer service number. Automated message says business hours and refers me to the website. Thinking it was a fluke I’ve called no less than 9 times. They don’t have customer service hours.
Multiple customer support messages via email. All over the course of a month while my warranty whittling down. Now I’m outside the warranty period.
Not that it matters because their customer support is so bad it doesn’t exist. Their “US-based support” is actually US-based neglect. While the scooter worked, it was amazing.
Severely disappointed and pissed.