ComplaintsforNinebot US
Recreational Vehicles
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Complaint Details
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Initial Complaint
11/21/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a NineBot Segway for $480.43 on December 3, 2022. I have been trying to contact Segway by phone and email since just before the beginning of November 2023. I do not have the first dates of the phone calls but do hae the back and forth conversations since November 2. They only respond through email, and even after I found the serial number they requested, they continue to tell me that I do not have the correct serial number! I have sent them every possible number on the unit, including the serial number directly from the app itself, this was the app the unit was connected to. They have not shared any information about returning the unit to them since it is within the year warranty, even after I explained the unit locked up completely and my son was hurt badly when this occurred as he was expelled from the unit onto the road. I cannot get any response other than a constant request for a serial number, which they now have. There is no ability to speak to anyone, other than an operator who states they will respond by email. I feel they are trying to push this past my date of purchase to have one more excuse to not fix my product under warranty.Initial Complaint
06/22/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
received a firmware update through the official app, afterward the unit only has 1 speed which is under 10 mph. I sent several email and fulfilled all the request from Segway.this started May 28th, and just received a email that the serial number was changed and its no longer under warranty. In which i explained from the beginning this happen because of the upgrade to new firmware.now I spent a lot of money and it worked exceptional prior to the download. All i want is that the unit be sent back to the previous state so i can get back and forth to work safely.Living in Long Island 10 mph is a death calling.Business response
06/30/2023
The customer's complaint is with the manufacturer, Segway. Ninebot **** is simply a distributor of some Segway and Ninebot parts and accessories,Initial Complaint
02/23/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Ordered the $1700 Ninebot gokart pro. It failed within the warranty period. Failed unit was sent in, but 5 months later, no replacement or refund was received. Many email and phone calls over that period, and zero results. They kept my gokart AND my money.History:Support case history: ***** * oct 2020, ordered * dec 2020, delivered * oct 2021 motor failed * 10/12/21 case started * 10/25/21 failed ninebot s *** shipped to segway and confirmed received * ***** Shipment ************ * Nov-Jan: 5 emails sent - 1 response, no results. 3 phone calls, told replacement ordered, but replacement was never shipped. * 1/31/22: refund submission process started, but not received * told I can speak to a manager, on-hold for an hour, no response * Feb/22: called, no refund started need to submit again, no refund received * Feb 23 : told refund was submitted, but still not received * refund request declined * told work order started jan/19 still being shipped, but again, could not provide a tracking #. I would have gotten it by now if it actually shipped.Initial Complaint
02/10/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I sent my ninebot *** back to segway at the beginning of October 2021, as of today February 10, 2022 I have not recieved my scooter nor any correspondence as to when I would recieve it unless I reached out to the company. I was told that it was recieved a week after fed ex says they delivered it; and then every time I was told about estimates for returns they never happened nor did the company follow up. I paid almost $800 for this scooter and was using it to make money; now they have had it for 4 months. I recently called in to talk to a supervisor and the phone call disconnected after ***************************** to do a survey. I was sent an email right after that call that said I should recieve my scooter in 5-7 business days. That was 3 weeks ago. I would like my scooter replaced or refunded. Trying to go through the company seems useless at this time. return order # ********Initial Complaint
02/04/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
My mother in law purchased 2 Ninebot es2-n scooters from bestbuy for my kids Christmas presents. Two days after receiving them my daughters scooter stopped working. We charged it and turned it on and off a few times, still nothing. My husband decided to swap my sons handlebar stem to my daughters and it worked perfectly. On 1/15 I placed an order on Segway/Ninebot for a replacement handlebar. I luckily screenshot my order confirmation because one was never emailed to me. On January 22, I reached out to the company about my order VIA chat. The agent said they will get back to me in 24 hours and to reach out if I dont hear from them. January 24 I emailed them and didnt get an answer. The next day I called customer service. The woman told me to hold on so she can look into it. 20 minutes (on hold) later I get an automated survey asking how satisfied I was. Extremely frustrated at this point I call back to figure out where the handlebars are. The gentleman I spoke to said I paid for a service and I have to send the scooter to them. I declined as I felt that was a bit much when I knew the issue and asked for a refund. At this point my money was taken from my card as pending and I wanted that back. The next day they said I was never charged (but I was). I got refunded, but I still have a broken scooter. I emailed **** 1/25 and 1/27 if I could order the bars. No response. I reached out again 2/2 and now 2/3. **************** is an absolute joke. They dont respond to emails, you call and are on hold for over an hour just to have the call disconnect, and no agent is available to chat during their listed business hours. I will never recommend this company. In fact I will be sure to go out of my way and tell people to avoid them as they dont care about their customers AT ALL.Initial Complaint
01/26/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Ive been trying to reach out to Segway by phone numerous times regarding case #********. This is regarding a segway es2 that I purchased 5/5/21. This scooter has malfunctioned twice since I have it. Ive sent it back for repair once, and got it back repaired. In December I sent it back for repairs again but got no correspondence at all regarding the scooter being received, repaired or replaced. Ive reached out to segway many times and it seems like Ive been reaching agents that are not familiar with the process or status of my scooter. Each time i speak to an agent Ive gotten different information; just some examples;1. One agent advised me that Im on a list to get a new es4 scooter and a tracking number will be sent shortly - never received any tracking info2. Another agent advised me that she does not see an es4 on order for me but does see an es2 on order for me and will be shipped out shortly, but also no email received about tracking or shipping3. I begged another agent to just send back my broken scooter, but she too was not able to fulfill that requestIm basically going in circles here, not only cant I get a new scooter, I cant get my old scooter back either. Please look into this matter and get back to me asap,Initial Complaint
12/31/2021
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Purchased ****** electric scooter 11/26/21 for got to use $20 coupon code (WELCOME20).I emailed twice (11/26/21 and 12/12/21) to request this $20 credit. Never received credit.I have also called twice, 12/5/21 and 12/21/21. The first phonecall was told I would receive credit in a week, never happened.The second phonecall was told I would receive credit in 48hrs, never happened.Here is latest email sent to ****** customer support on 12/12/21:I received the item and called on 12/5/21 but have not received the $20 credit yet.***** From: ********************** [mailto:**********************] On Behalf Of *************************** Sent: Monday, December 6, 2021 2:01 PM To: ****************** Subject: ****** Support Hi, This is **** from ****** support. I have read your email. Once you have received your unit please give us a call and we will give you your welcome 20 back.************** | Monday - Friday 5:30am - 5pm PST Thank you.**** ****** ref:_00Df425tX5._5005GtUo1h:ref
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Contact Information
184 S Livingston Ave Ste 9-308
Livingston, NJ 07039-3014
Customer Complaints Summary
14 total complaints in the last 3 years.
2 complaints closed in the last 12 months.