ComplaintsforSegway, Inc.

• Initial Complaint

  06/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Through Amazon purchase was made for a Segway scooter for $300 on November 2023.Upon using it for like a month we got error messages of motor. We reached out to the support center who instructed us to send back for repairs. ************ and money went into sending back. We received the the scooter 2 weeks or so later with a new issue. It would not power on, dashboard black and we reached out again to be told that we needed to trouble shoot a couple of times, checking charge, connections and if that did not work that we would need to send it back for yet more repairs. At this point I asked to replace this clearly defected scooter or return money back and their response was send it back for repair.

  Business response

  07/24/2024

  Dear BBB,

  Thank you for bringing complaint #******** to our attention. We have escalated this matter to the appropriate support team members. Segway's customer support team has been in direct communication with the customer, working diligently to expedite a mutually amenable solution.

  Best wishes,

  Segway Customer Support

  Customer response

  07/24/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On May 24th I contacted Segway regarding issues with my scooter not charging. At that time everything should have still been covered under manufacture warranty. It took about a week to arrive at Segway and when they looked at the scooter repackaged and sent it back I can tell the work was never completed on the scooter. Upon opening the package the power cord which I was instructed by Segway to send with the scooter and allenwrench was no longer with the scooter. I've requested a supervisor more than once and still no response or apology on how they are going to make this right. I've spent over $1000 on the merchandise and with it not even having 300miles on it yet I shouldn't be having any issues.

• Initial Complaint

  06/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Order #: ********* Order Date: Jun 1, 2024, 6:10:46 PM Grand Total: $2,654.00 Product: Segway SuperScooter GT2 (SKU: AA.00.0012.28-BUNDLE)Issue: Product arrived damaged, product packaging was severely damaged (shipped via ******* declared value of $1500). Segway customer support has not been responsive to any of my inquiries and is refusing to issue a full refund.

• Initial Complaint

  06/16/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I send and pre paid for estimate and shipping of my electric scooter repair back in November of 2023 its already past since then over 8 months and Segway is mainly making a fool out of me mostly not responding at all, and when they do respond they do not respond accordingly with correct information, they are holding on to my scooter and my money, yo me it looks like a scam and theft from a big corporation, which needs to be stopped asap before many more people get robbed and screwed by their repair department.

• Initial Complaint

  06/15/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Tried getting in touch with Segway ***********, but no luck. I'm looking to get a refund for a tire replacement I had purchased May 31st, 2024. The order number is *****. When I started the process of changing my rear wheel on my scooter, I noticed that wires, which were to be removed in order to even swap out the wheel, were melted together. Completely impeding the entire process. I no longer have any use for the wheel replacement, which is completely brand new and has not been used in the slightest, and would just like a refund. Will gladly ship the wheel back, will even pay for shipping. Price of wheel was ***** plus shipping.

• Initial Complaint

  06/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  In Sept 2023, I opened a customer support case with ********************** regarding the rear fender on my p100s scooter that had experienced the same design flaw failure that dozens of other customers had experienced. The flimsy mounting arm broke off and my fender was lost on a ride, needing to be recovered. This piece contains crucial purpose to keep road debris from flying up onto the ride, as well as housing the rear reflector that aids in visibility, keeping the rider more safe. After nearly 9 months, I have yet to receive my "warranty replacement" part. Segway cites excuse after excuse as to why they have not shipped this part. I have sent no fewer than 23 emails attempting to get this resolved to no avail. Then, on 5/20/24, I opened case C202405290304 regarding another design defect that has affected hundreds of customers, resulting in the product being unusable. I was assured by Segway they would ship my fender AND replace this defect and they have failed to do so. They have requested the serial number, to which I have supplied the screenshot directly from their app, multiple times. I received an email this morning stating they are closing my case since "I haven't responded", whereas I have responded each and every time. I have no fewer than 29 emails on this item and they refuse to support their product(s). Their customer service frequently ignores emails and does not respond for weeks on end, only to cite a "closure" of a request. They have failed to escalate this matter as a safety concern despite my requests.

• Initial Complaint

  06/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I recently bought a Segway Navimow lawn robot as a birthday gift to myself. After setting it up as instructed, it began mowing better over the course of 2 weeks learning its routine; it periodically exceeded its boundary and I remapped, and it seemed be working well. Its Vision Fence has always been turned off, and I used several boundary areas to keep it away from landscaping. In the early afternoon of 5/25/24, it went outside its mapped boundary and ran over and cut its power cord between the outlet and its charging base. I contacted Segway right away, and have since been trying to work with them for customer support for TWO WEEKS by email, using the online chat, and through their app to obtain a new cord. Cords are not available to buy separately, and Im stuck not able to mow my lawn. Im a single adult with a busy job, and have not been able to keep up with my lawn which is the whole reason I bought a lawn robot to begin with. Segway Navimow is glacially slow to respond, often doesnt reply for days and when I ask for updates, I get what seem like automated, unhelpful responses. I just need a darned cord mailed to me and would prefer NOT to need to seek return/replacement of the entire mower! Believe it or not, I still want to use the thing despite the awful customer service. Can you help me get to a real human to assist and promptly mail a cord to me, and send me confirmation of when it will arrive? Im likely going to need to hire a landscaping business to help me out which will get costly fast. I just want a new cord. I tried buying a cord online through Segway or Amazon; only found an antenna extension. Bought thru Amazon b/c they shipped overnight. It had a 6-pin connector; the cord I need has a ***** connector on the non-outlet end. (If only that had worked!)If they cant send a cord, I need a new unit and need it shipped ASAP with a shipping label to return the current one. I fear this could take all summer

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I contacted Segway because my scooter was having intermittent issues powering off and on while Im driving it the brakes went out as well within seven months. They scheduled a pick up to take my scooter to ********** somewhere to diagnose it and allegedly fix it. On May 1 their delivery people came I took pictures and video of my scooter fully functioning and with all the parts attached to it. I got it back a few days ago missing parts and it will not run at all I powered it on with a full battery and it does not move I have been contacting them via email multiple times with pictures and videos I have been calling them on the phone multiple times and they keep hanging up on me telling me they escalated it to a higher department and hang up on me. ******* is dead with a full battery and will not move and they lied on the phone and told me my scooter functions but needed breaks and attire thats it what they did was send it back to me completely destroyed unusable it does not run at all And missing parts that theyre saying they received parts when I have proof when it was picked up there was no parts missing and the scooter worked and drove the speed limit to 37 mph now it doesnt even drive at all. They refuse to help me they keep blaming me saying its user fault yet it returned to me not working and I sent it to them working with an intermittent power issue Clearly destroyed. Its also making a bad sound when you walk it it never did before this scooter is less than under manufacture warranty and they destroyed it in a refusing to do anything about it while I still have to pay $3000 for it on my credit card I need this resolved and they need to fix what they broke. The choices are either fix it or send me a new scooter as a replacement for you breaking mine and damaging it well it was in your possession

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I submitted a purchase for a Segway X2 online at Segway.com. The next day I noticed the website removed that product from its line and they no longer offer any support for it. I contacted them immediately to cancel and get a refund. I spoke to ****** via online chat as well as over the phone to which multiple times he promised it would be cancelled. I noticed a couple days later it showed "on hold" and I called to make sure I would be refunded. Cater gave me a case number C202405090404. I contacted them 7 business days after I had cancelled because it still showed on hold and no refund given. He promised to expedite it. It is now 2 weeks later and it shows processing. ****** refuses to do anything other than tell me in chat he will resolve it but offers nothing to support resolving it. He just wants me to disconnect the chat and he continues to not issue my refund and cancel the product they no longer support. I cannot get ahold of anyone else as when I call the customer care I get the same rep that I get via online chat.

• Initial Complaint

  05/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  The Segway has malfunctioned. I have sent in email after email providing all information requested. Someone different answers every single email and asks for the exact same information all over again. They only reply in the middle of the night. The emails have been going back and forth for almost 3 weeks now with no resolution. I believe they email you back for to the point of frustration where you just give up. Today, they closed my case because they say they never heard back.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩