DO NOT BUY FROM NIU!!! Awful experience with the service team
I bought a NIU kick scooter KQi1 Pro EU-GY scooter in December 2024 in Valencia, Spain. It worked perfectly until September 2025 when I noticed it was getting slow, not reaching its full potential speed of 25km/hr no matter the conditions of the road or weather or if i had a backpack on or not. Full battery drained to empty on a 20 min journey. Normally my journeys to work are no longer than 15 mins. I never leave it charging overnight and there are no hills where I live. I contacted NIU repair and sent it back in Jan 2026 (2 years warranty still active until Dec 2026) I had to source a box myself to send it, which was very very difficult and they returned it to me having replaced the battery (ticket 1VAg199Y). I noticed that it was worse when they sent it back to me. it was slower like 18km/hr max and then it would randomly beep and go slower to 13km per hr max. I decided to send it back again as it was clearly not fit for use. The second time they did absolutely nothing (ticket CB8hh30I) I emailed them asking why and after testing it on their machine tester it showed 25km/hr. Testing a scooter on a machine is NOT the same as someone bearing weight on it. The worst thing about NIU is their repair service system. You go online to niu.b2x and request a repair. Nobody contacts you, they just immediately send you a return label. Nobody reads the message you write until the scooter arrives in the repair place. They do not contact you while they have it. They just do what they want with the scooter, write a report and send it back to you. When you receive the report, the scooter is already on its way back to you so you cannot ask them to look at something else or ask that they test it themselves. This happened to me the second time. I ready the report saying they had done nothing and I needed them to either fix it being slow or replace it. I contacted consultas at attentosq and they were not helpful at all. They replied in rude short answers, no name either. I asked to speak to a supervisor and they refused saying they had no supervisor which I do not believe. I work in customer service and I found this service so awful. They sent me a video from the warehouse showing my scooter going at 25km/hr. I tried to believe them so when it returned back I tried to stick it out and pray it would go back to normal but it didn't. There was a cap missing on the pressure / air part on the wheel, a wire hitting off that part and making a noise. Air depleting from the wheels. Also they tried to make me think I was the problem but bearing too much weight on it or riding in wind or other factors that are causing the issue. I tried to trust them and thought maybe the app configuration was the issue, but after receiving it back after ticket CB8hh30I, it would no longer connect to the app at all. I sent it back again today (ticket fOb7WqyY) as the tires are becoming too flat, it is not going faster than 16km/hr on a good day / 14km/hr on a bad day and the wheels feel like they are moving and falling off. It is so dangerous and as my transport to work, nobody is taking this issue seriously. This is by far the worst service I have experienced. Nobody is trying to help me, nobody cares, No offer to replace it or refund the order. I never make bad reviews as in my work I work with google and trustpilot. I am a very nice and understanding person but I don't make reviews, this is the last option I have, this is where I draw the line. Please i urge someone to take responsibility and help me. Test the scooter as if you were riding it, stop testing it on a machine. And if you cannot do anything to fix it or replace then just give me a refund so that I can buy one from a better brand because this is ridiculous. Thank you