I currently have two Segways that have stopped working, and I am extremely frustrated with how this situation is being handled.
One of your representatives, Natalia F., is attempting to deny warranty coverage by claiming the units are no longer covered because they are broken, may have been ridden on wet roads or through mud, and because the foot pads have been removed.
First, the foot pads were NOT broken off. Per Segway's own website and troubleshooting information, the electrical panel and wiring are located beneath that area, and removing the foot pads was part of attempting to inspect whether wiring had come loose.
Second, the claims that these units were ridden through mud or on wet roads are completely unsupported. There is absolutely no way to determine that from a single photo I uploaded. Making assumptions without any actual inspection of the devices is unacceptable and feels like an attempt to avoid honoring the warranty.
These units are less than six months old. I spent nearly $1,000 on two Segways that have both failed in an unreasonably short amount of time. Instead of attempting to help resolve the issue, I feel like I'm being dismissed and blamed for product failures that should absolutely be covered under warranty.
I am requesting that this matter be escalated and properly reviewed. I would also like a clear explanation of exactly how these failures supposedly void the warranty, especially considering the troubleshooting steps were directly related to known component locations on the devices.
At this point, I am extremely disappointed in both the product reliability and the customer support experience. I expect this issue to be handled fairly and professionally moving forward.
I look forward to hearing from someone who can actually assist in resolving this matter. read more