I am coming here out of sheer frustration with my “customer service experience” so far with Segway’s Ninebot division. I purchased an E22 for my son this past Christmas, for him to use to get around his college campus, as he is recovering from ACL surgery and needed a better, faster way to get to /from class and his dorm. One day when returning home from class (about 1.5 mile trip) he got caught in an unexpected, unforecasted rain storm and had to continue riding home while it was raining. As we had read the users manual before he went back to school in January, we knew to avoid rain/snow and to not ride through puddles, etc - but this storm was unexpected and he did therefore have to ride a ways while it was raining. When he went to ride the scooter the next day, the LED display wasn’t working at all - although the scooter continued to function and he could see the battery charge info still thru the app on his phone. After a few days like this, all of a sudden, the scooter ceased working entirely and has remained in that shape ever since. I felt this was unacceptable, given the fact that he had only had the scooter in operation for approximately one month, so I reached out to segway ninebot customer service via their customer service center phone number. There, I was regrettably informed that “because the warranty was invalid at this point - due to him riding the scooter in the rain”, Segway could not offer a warranty replacement AND due to the fact that replacing the faulty parts could result in a risk of fire or explosion, their senior technicians could not even repair my scooter, even if I wanted to pay for the repair service & parts. (which I really didn’t, but it’d be much better to do that than just having to throw the thing away, considering the hours it had been in use and the amount I paid for it. That entire conversation sent me totally thru the roof, but I guess I am really not that surprised that was the information I was given, due to what I have recently been reading online about the level of customer service (or lack thereof) other customers have been receiving from Ninebot. I guess my question to this forum is if there is any place that I can send this scooter to be repaired, or if there is anything I could order & then do myself to get the scooter back in operation and let my son get back to using it? Thanks in advance for any information or direction that I could be given.
