Unreasonable warranty policy and poor customer support from NIU
I am writing to express my strong dissatisfaction with NIU’s customer support regarding my KQi3 Pro scooter warranty claim (Ticket ID: 36235533 / Claim: ECC260916000006). My scooter has a clear dashboard failure, which is a known issue. Replacing the dashboard is a simple 5-minute plug-and-play task that requires removing a few screws. Despite explaining this, NIU support refuses to supply a standalone replacement component. Instead, they rigidly demand that I pack and ship a heavy 25kg scooter across borders to their service center (RIOMI in Duisburg, Germany). Forcing a customer to handle the massive hassle of finding specialized packaging and shipping a full-sized vehicle just for a 50-gram electronic component—while refusing a simple DIY spare part replacement under warranty—is absurd, environmentally wasteful, and extremely bad customer care. When I expressed my frustration, NIU simply closed the door on assisting me unless I complied with their rigid and impractical shipping demand. This is unacceptable service for a brand selling premium electric scooters in Europe. I demand a simple DIY solution or a reasonable resolution to this warranty claim.