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- Verified Buyer
Update**The service team ended up going above and beyond on this. In the end everything was sorted out. Fixed rating to reflect that.Purchased this for my son (11 y/o, well within the weight limitations of this specific product). It worked well for about 2.5 months, then started making loud noises while riding and felt very wobbly. With the advice of Amazon technical support, we opened a warranty claim with Go Trax, and that's where everything fell apart:They asked for a video of the problem. We sent it. They said it wasn't good. We sent another one. They said they would send us a new front wheel and we should replace it ourselves or pay for replacing ourselves ($85, and the fact they are happy for unqualified people to mess with the wheels and motor says a lot about how much they care about safety). The problem persists, even after replacing the wheel as we were told. So now we wait for their reply; they will probably send another part that I'll have to pay $85 more just to replace, and who knows if that will solve the issue...In short - there are a lot of better options out there. I deeply regret purchasing from this brand and hope others will learn from our mistakes. It looks like we'll have to purchase a new scooter to SAVE costs, even with this product being under warranty. Just embarrassing.The scooter seems great so far, I would recommend the warranty though. We ordered RED for my grandson and it’s actually a pink coral color, too much trouble to return , so just know a ref option it’s not really RED! Otherwise it’s a nice scooter so far 2 weeks in!The product is terrible it works just long enough to so the return window closes after it breaks down.The first time I got this scooter it would continuously beep without stooping even if the battery was full and had less than 25 minutes of battery life instead of the described "more than 1hour of playtime".So I returned it to Amazon and got a replacement.The replacement did NOT work well either, it worked nicely for 30 days (just enough to pass the return window) then on day 31 the wheel protector stuck to the wheel for no reason as you could see in the picture, which made it stop moving. I contacted their customer service and was told that it had a screw that was not tightened inside the motor I checked and that screw was perfectly fine. I told them that and they told me to go to a mechanic to fix it and they would pay me a reasonable amount of money after seeing my receipt. Return was not offered as an option.update--------------------------------------------------------------------------------------------------------------------------After seeing my review gotrax customer service contacted me and here is the full letter:RMA GOTRAX (GOTRAX)Mar 1, 2022, 5:42 AM CSTDear Arthur,Sorry for the inconvenience. Glad to serve you.We hear your feedback that "Return was not even offered as an option. This was my experience with them hope you learned NOT to buy this product." We do apologize for the bad shopping experience bring to you. And we really hope that you can give us another chance to make things right.To express my apology, pls kindly let us know your mailing address and phone number. We are willing to send you a new replacement for free. So that you can enjoy the new scooter again.Looking forward to your reply.Best Regards,WeiI replied and told them my mailing address now waiting for the replacement.Very nice, sturdy scooter.We got it for our young teenager, but it is definitely good enough for adults as well.A few months in and we love itThis product was defective out of the box, and when I asked for a refund, the people sent me an email written in broken English which stated that they would "try and fix it" over the support line (yeah, right) or I could RETURN IT FOR REFUND. It was defective out of the box. How about just REPLACING THE UNIT?Avoid this outfit altogether. Replacing the unit was never once given to me as an option.Nice and sturdy electric scooter. Speed is perfect for kid/teenager. I weight about 80kg and it is holding up good. Speed is about 11-15km/hr depend on riders weight. Very easy to use.Cruise mode is something to be mentioned to kids otherwise may cause accident in falling.Takes about 4 hours to charge and for me it last about 8km, enough for commute for sure. For kids is definitely going to last longer. Fit into the truck without much stress. Solid plastic wheels are little bumpy when riding, but that’s limited to the price.I bought two for each kid and they loving it.When you first charging, you need to push the charger head in harder and make a few twist, it won’t charge if you are too gentle.Great product for kids, for adults you might want other version.We got this for my 10 year old's birthday. He absolutely loves it. Gives him a sense of independence as he regularly cruises around the neighborhood visiting his pals. It is very robust and gets the battery life and speed as advertised.I had a couple of questions for customer service and they were very quick to respond to me and resolve any questions or concerns.Highly recommend GOTRAX!Please contact us for service. Our 10yo received this for birthday. Throttle stuck down activated cruise control automatically which when releasing off lever, didn’t spring back up and he had an accident.Barely had this 3 months. Ordered June 23rd in time for his birthday. Maybe used a dozen times if that.You don’t have a contact number or email address so please advise on next steps. Huge safety concern and could have been worse. Thank you.I was very disappointed the device was not working upon arrival something to do with the battery. I requested for a return and they ended up sending me a new battery which I didn't ask for so I ended up returning everything it was extremely difficult because I don't have a car and it was very heavy. I took a while before things got solved.
