The initial in-store experience at the sheffield store was pleasant, but the after sales "care" is disgusting to say the least! Our son paid £350 out of his birthday money and savings to get himself one of these, he was as proud as anything! But within 2 weeks, we noticed grinding noises and then all of a sudden the lights and bluetooth completely stopped working. We contacted them to say we would take our board back to the store where we paid cash for it, but as we have now found out, they will do their utmost to avoid replacing or paying anything out!. They say that you have to report any faults etc within 48 hours of reciept! What item do you seriously expect to purchase and then become faulty within the first 2 days of use?!?!?!?!. The board also randomly judders and throws my son off for no reason, even though apparently this is a calibration issue, but I have recalibrated the board 3 times! It is being ridden on a hard, flat and level surface. One of the very snooty and unhelpful "customer service manager"'s (they have more than one for some reason?!?!) was more or less stating that it will have been our fault, and that 99% of returns are from "crash damage", which suggested that we shouldn't bother taking our complaint any further as we would lose the argument!! Please please please, read the information about "crash damage", as according to this company "crash damage" is "scratches on the body of the board". Ours was slightly scratched on closer inspection when we got it home, but at the time I didn't think much of it as it was underneath. Now I realise that they will try and use this against us to avoid refunding or exchanging the faulty unit. They sell these items to families where it is the kids who will mostly be using them, so how can they use the fact that there will be scratches on them, as an excuse to not replace/refund when the item is defective through no fault of the child's. It's a very clever way of making money and trying to rip people off! Another thing I will not be doing, is not paying out of my own pocket to return a faulty swegway to someone who could open it up and potentially mess around with it, especially as I know nothing silly has been done with it. We asked them if a technician could open it up in front of us, but they refused. We have nothing to hide and know it isn't water damaged, so why wouldn't they allow us to be present when it gets opened up?!?! Very suspicious. The website also clearly states that "If you book your repair into store you can book a sit and wait appointment or even take home a loan board to keep you swegging whilst your board is in repair!. We were willing to do this initially, even though we weren't happy about the swegway going faulty so soon, but the customer service manager then said they don't do that?!?!?!. Do these people even know what it says on their own website?!?! We are taking this to the Ombudsmen, and citizens advice as a result, so would highly recommend you avoid this company like the plague. They say these models are made in this country!, if thats the case then I say, buy from China!! Unless this is resolved in a way that is fair to our son (a 9yr old child!), I will be continually posting on all forms of social media and spreading word of mouth to ensure that people avoid this establishment. I hope everyone finds this review as well, as I have noticed that they pick and chose the best/medium reviews for the front pages, whilst trying to hide the comments from unsatisfied customers. You could class that as deception, and I wish I had come across all the negative reviews before buying, it would have saved a lot of hassle and upset!! UKSwegways = avoid avoid avoid!!!!!!!!!!