Poor frontline support, poor responsiveness
My scooter was delivered a little over a week ago. The day after setting it up, the Bluetooth stopped connecting. I contacted customer service directly through their support page and got no response (and still, a week later have yet to get a response). I followed up a couple of days later via the website chat after having problems with the theft alarm kicking in while I had my scooter with me on the train - having no way to disable the alarm without the app, which requires a Bluetooth connection). The customer support agent on the chat was a joke, clearly just listing items from some kind of checklist, some of which having no apparent relevance to my problem. Ultimately, after spending an hour trying random things suggested by the chat agent, they had to forward on to someone more technical and promised that it would be a “high-urgency” request, since I needed to be able to rely upon my scooter for daily commuting. It’s now been 4 days since that urgent request and still I have heard nothing. Thus far, I haven’t even received a courtesy email to acknowledge that my requests were received, from either interaction. And yes, I have checked junk mail. The problem I am having with the Bluetooth appears to be a relatively common issue, but the online forum advice involves removing parts of the scooter and disconnecting wires from the battery, which is pretty scary for a brand-new $1000 vehicle. But after being completely let down by support, it appears I am left with the choice of taking that risk or returning the scooter. Aside from the Bluetooth issue and the dreadful support, the scooter itself has been just what I wanted it to be. But I will definitely advise others to beware of this vendor, given my experiences thus far. UPDATE: Contacted the email in the response on 7/29 @ 6am ET. Will update if there is any response or progress. UPDATE #2: received a response on 7/30, but the responder didn’t seem to have read the full description I sent, since they recommended things I had already told them I had tried and did not work. I responded as such and got a further response on 7/31 which helped me resolve the Bluetooth issue, but I still am not able to lock/unlock by proximity of my phone and the scooter, so I’ve replied and asked for further guidance. I’ve updated my review to 2*… at least I am getting some support now, but it still shouldn’t be this hard.