Favorable Turboant Customer Service

pallmer

I just received a Turboant X7 Pro scooter and have be testing it out for 10 days in my neighborhood. I noticed the front tire was soft so I pumped it up and soon it was soft again. Finally on the 10th day I pumped it up and heard a hissing leak from near the valve stem. It wasn’t a loose Schrader valve so I thought it was a valve stem issue. I couldn’t find any instructions at Turboant on repairing a tire or even how to remove the wheel from the scooter, so I wrote to them on Sunday night.
By 08:15 Monday morning I had a very nice reply with instructions on removing the tire (but not the wheel), other helpful suggestions, and an offer to pay for any repair. I thought it was so well written, down to the initial opening, “Please feel relaxed, we are willing to help you” I found a video on Youtube to remove the rear wheel and from that I was able to figure out how to remove the front wheel. The secret is the allen bolts hidden under the reflective stickers. After getting the wheel and tire off, I was able to determine the leak from from a small tear on the inside diameter of the tube near the valve stem. Because of the location I did not think I could have punctured the tire from riding.

I wrote back to Turboant that evening showing them the hole and asked if they could send me a new tube and two reflective stickers. Again they answered as soon as their workday started, immediately offering to send the requested items. I think they are the most responsive company I have ever dealt with on the internet. So often I see people complaining and writing bad reviews of other company’s customer service so I wanted to send accolades when they are deserved.
Well done Turboant!
For more details I am including the actual customer service interaction below.

Dear Turboant support,

I’ve had my Turboant X7 Pro for two weeks and it developed a leak at the valve stem on the front wheel. The wheel seemed to have low pressure when shipped and the pressure has dropped to zero. I inflated the tire to 35 PSI and I could hear a leak coming from the valve stem. I see no instructions on your website on how to repair or replace the tire. Slime will not work since the leak seems to be coming from where the valve stem meets the rubber, especially if I wiggle the stem. I understand I am within the warranty period however it seems excessive to return the scooter for a new tire tube. What are your suggestions?
Sincerely,
Ralph

Hi Ralph,
How are you? We are sorry for any inconvenience and sorry to hear that there is something wrong with the tire. Please feel relaxed, we are willing to help you with any issues.

You will be really appreciated it if you are willing to check the tire as the below suggestion:

Please take out the inner tire and check if the inner tire is broken. Also, you can try to pump the inner tire to recommended tire pressure 31.9-34.8psi (220-240kPa) and see if the inner tire is still flat after you pump it. If it is still flat, the inner tire needs to be replaced.

Attaching a video to help you take out the tire:

It might be the reason that the pump valve is not tightened, and then the air is exposed from the pump valve. Please try to pull the valve out more and inflate it.
Also, we suggest that you check if the outer tire is broken and check if there’s any leak or any part of the tire (especially the inner tire) that is broken? If yes, we would need a clearer photo to show us where the leak is so that we’ll reflect this issue to our technical team to see if there’s another less time-consuming solution for you.

Please don’t worry. you can pump it using the normal bike pump. Also, you can try to fix it in the local bicycle station if you don’t have a bike pump, which is easy to fix. In this way, it can help you check the issue quickly and solve the problem. Also, we are willing to help you cover the cost of the repair.

If the repaired cost is over $20, please let us know and we will help you arrange the replacement. Hope it can be fixed soon.

Looking forward to your early reply. Thank you for your cooperation.
Have a wonderful day and stay safe!

Nancy
Best regards!

Dear Nancy,

Thank you for your prompt and pleasant response. I was able to get the tire off and found a tear on the inside radius of the tube. (Picture enclosed)
You can see it right under the end of the valve stem. This is on the inside diameter of the tube (opposite side of the tread) so it could not have been caused by a tire puncture. It looks like a manufacturing or assembly defect.

The leak was right by the stem so that’s why it sounded like the stem was leaking to me. Your suggestion to check the pump valve (by the way it’s called a Schrader valve for future reference) was a good idea although it was not the problem.

The hardest part was figuring out how to get the wheel off the scooter. The Turboant website does not provide any assistance. The video link you sent me shows how to take the tire off the rim but not how to take the wheel off the scooter. Fortunately I found a youtube site that showed how to take the rear wheel off and was able to guess how to disassemble the front wheel. The tricky part was knowing that there were Allen bolts hidden under the reflective stickers. And under the rubber plugs on the front forks. It would really help people in the future if you could provide that crucial information online. In addition it would be nice if Turboant disassembly had instructions (or a video) including the location and size of the bolts and nuts. I thought the Allen bolts were ⅛ inch but it turns out they are 3mm internal hex. Then I guessed that the size of the lug nuts are 19 mm. When I tightened them, I have no idea what torque to tighten them to. That information would be helpful.

In the end, after lots of trial and error, I was able to get the wheel off, and then get the tire out, hence the picture. I attempted to patch it with a bicycle patch kit but it leaked again fairly quickly. I bought a second more substantial automotive patch kit and went through the process of removing the wheel again to fix it. This repair seems to be holding for now. What I really would like is a new inner tube to replace the defective one. Can you send me a replacement tube? I would also like two reflective stickers. After repairing the tire twice the reflectors are no longer sticking. Thanks for your offer of paying for the repair but since I did the work myself there was no cost incurred. Sending me the replacement tube and stickers would be fair enough. And please seriously consider putting detailed repair instructions on your support page. I might post a YouTube video of the repairs to help others when I install the new tube.

Thank you.

Warm regards,

Ralph

Hi Ralph,
How are you? Thank you for the quick reply with so much detail. You are really nice and patient friend.

We are happy to hear that you can take out the wheel and inner tire for checking. Also, you are willing to shoot a video to help others. You are so excellent and helpful. Thanks.

For the issue of tires, please don’t worry, we are willing to help you send a new one and two reflective stickers asap. Hope it can help you solve the issue and you will enjoy your scooter again. Good luck!

Also, we want to share a video of replacing the front wheel to you: for replacing the rear wheel:

Please feel free to let us know if you need any help. Thanks.
All the best!

shengvitel

Awesome! I just met the same problem as you but with another model of Turboant M10. I’ll try the way you did, and thanks so much for sharing the experience and solution.

SuAdmak

Well lucky you. I wasn’t so lucky. I had used mine for less than 10 days when I had a similar problem though not same location and they tell me I have to buy the tube myself.

GIANTTINY67

You got massively lucky. I have had my turboant 7 pro for About a year. Rides well. No problems, EXCEPT, just recently I ordered three new tubes for my rear tire(90° stem) they keep sending me front tires(50°stem). I have contacted customer support, they made me pay an additional 30$ on top of the 51$ I paid for three tires with a 90° stem, just so I can get my original order sent to me again. THEY SENT MORE FRONT TIRES! 50°stem. I contracted them again. And they started up about how much I weigh and why my tires are popping. I have no problem with the popping. It’s just the fact I want the tires I ordered. Now they’re saying that I’m showing tires I have previously ordered. And they are stating that the 50° are the rear tire and the 90° are the front tire now. I know they’re dicking with me so they don’t have to deal with me. Turboant is a con. I’ve heard so many problems about them and still bought their scooter just to get around town and to work. Pathetic customer support.