“Ordered a gold Swegway for my 2 children on the bank holiday sale as it was reduced by £50 . Paid an extra £25 for next day delivery - it arrived 2 days later. My children had saved up their own money for this and were very excited to receive this.
Once the Swegway arrived - it was promptly charged - once they were riding it - it was immediately apparent there were a number of issues including juddering when it was ridden backwards and sometimes forwards. On the kitchen surface it struggled but on the pavement it was literally jumping 5-6 inches off the ground everytime it was attempted to be ridden.
i contacted this company and explained what had happened - was asked to make a video - i promptly made two videos and sent it back. Heard nothing for 24 hours and then had an email saying they couldn't watch the video as the companies email bandwidth couldn't open the files . I then put the videos together and uploaded on Google Drive. A day went past and i heard nothing - again after chasing i spoke to a man with an American accent who said he had watched the video and asked me to send the Swegway back as it looked at though there was a fault with the board.
I dropped off the Swegway at the UPS depot.
Then i had an email request for another payment to pay for shipping - i rang up again and was told to ignore this.
3 days pass and yet again i hear nothing - i make repeated calls to see if the Swegway arrived and am finally told it has been received and told there are 6 gold Swegways exactly the same in stock and would i like another one to replace this one - i said 'yes' that would be fine. A few more days pass and nothing comes - then i have a video sent to me showing how to ride a Swegway .
Yet more repeated calls for consecutive days asking where my Swegway was lead me to finally get to boiling point yesterday and i ring up and ask where my replacement is and am told - there is nothing wrong with the one I sent back. I send the video for the 3rd time which clearly shows there is major faults with the machine. The 'customer service' man says he cant find the video even though i have an automated reply with a ticket number . He states he has never seen the video but tech support have.
I ask to speak to the American gentleman that told me we would be getting a replacement and am told he shouldnt have told me i would be getting a replacement . I ask to speak to management after being put continually on hold and am told they will call me back. No one called me back.
So here we are 2 weeks on and no Swegway - nearly £300 down - no call from management - and worst of all a retraction that my children were going to get a new machine.
i will be putting this in the hands of my partners legal firm of who she works for .
The worst customer service i have ever encountered and i will most certainly will be leaving negative feedback anywhere I have the opportunity.
I am a fair and reasonable person - I understand problems arise with bespoke products such as these. But the effort to resolve this has been beyond poor.”
