WORST CONSUMER EXPERIENCE: 8 MONTHS DELAY, LEGAL BREACH, RETURNED DAMAGED & INCOMPLETE
This review documents my experience with a simple warranty claim that quickly devolved into an unacceptable, seven-to-eight-month legal battle. The Core Violation (7-8 Months of Delay): My scooter was sent to NIU for a warranty repair and has been in their possession for seven to eight months. This absurd duration is a clear and persistent breach of my rights under EU Consumer Law, specifically Article 13(1) of Directive (EU) 2019/771, which mandates that repairs must be completed "within a reasonable time... and without significant inconvenience." The Customer Service Deflection: During this time, I received nothing but stalling tactics. Their support team repeatedly sent irrelevant, boilerplate emails—at one point attempting to apply their 30-day return policy to a months-old repair. They were unwilling to acknowledge my legal grounds for a replacement or a full refund, despite their repeated failure to meet the "reasonable time" clause. The Final Insult (Damaged and Incomplete Return): After months of fighting and having to formally file a complaint with consumer protection authorities, the scooter was finally returned. However, the ordeal was not over. Missing Charger: The original charger I shipped with the unit was not returned. New Physical Damage: The scooter came back with new, visible scratches that were definitively acquired while the unit was in NIU's care. NIU has failed on every possible level: customer service, adherence to European consumer protection law, quality control, and logistics. Avoid this company if you value your time and consumer rights. I am now pursuing compensation for the new damage and the missing charger alongside my existing formal complaint.