We know warranty and service can be a concern for anyone buying an electric scooter.
At E Scooters, we thrive to create a worry-free experience throughout your scooter’s lifetime: Every scooter that you buy from escootersstores.com comes with a 12-month warranty as well as our Lifetime Service Commitment for 40% off parts and labor once your warranty expires.
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What happens if my scooter needs repair?
We are here to help with 4 easy steps:
Send us a email at info@escootersstores.com and wait for our reply
Make sure to add an image or video demonstrating your issue.
Our support team will identify the problem together with you and determine the next steps.
Please cooperate with our support team and provide information such as pictures and/or videos as requested to ensure a swift resolution.
Resolution can fall into 4 categories as determined by our support team:
Self-repair
Mostly, we will ship spare parts and/or provide step by step instructions on how to fix an issue so you can repair it yourself.
Service Center Repairs
More complicated cases can be repaired in one of our service centers by our expert technicians. Customers drop off or mail in their scooter as agreed with the support team.
Service Partner Repairs
We have partners in many cities that agreed to work on our electric scooters. When available in your area, our support team will help you arrange the repair.
Replacements
In rare cases we may decide to replace your scooter, due to e.g. complex electrical or mechanical problems.
Note: This policy holds ONLY if the scooter was delivered within 30 days and total mileage is under 15 miles.
We reserve the right to provide refurbished replacement scooters of equal or better condition instead of performing necessary repairs on used scooters.
How does the WARRANTY work?
For 12 months starting with delivery of your electric scooter, you are covered by our Warranty against manufacturing defects.During this time frame, E-scooters will identify any problem and they would send spare parts free of charge for self-repair.More complicated repairs can be performed free of charge at service partner or service center in your area. However, for shipping the scooter to a service center, the customer will have to pay the shipping cost.
Parts that are not covered under Warranty!
- Consumables like tires, brake pads, tubes
- Wear and Tear items like cosmetic plastic covers, kick stands, fenders
- Damages, malfunctions, or performance problems caused by collision, fire, accident, environmental conditions, overloading, lack of routine care and maintenance, and/or other misuse not in line with the scooter & intended purpose
Following expiration of the warranty, or for damages not covered by our Warranty, howeer, you can take advantage of our Lifetime Service Commitment. For the lifetime of your scooter, you can count on us to address any issues with free diagnosis and repair instructions as well as spare parts and labor with a 40% discount. **Discount applies to parts and labor to repair scooters purchased from escooters. Fair use limits may apply. We reserve the right to review serial numbers to prevent abuse.
How does LIFETIME SERVICE work?
Parts that will be discounted as part of our Lifetime Service commitment are all parts that originally come with your scooter, including consumables like tubes, tires, and brake pads. As an additional service to our customers, we may provide certain technical upgrades as part of this program. All entitled products will bear the ‘Lifetime Service Seal’ and will be discounted automatically at checkout. Please use the same email from your original scooter purchase.
Here is our service offering and cost in summary:
| Damage or part is covered under | Warranty | Lifetime Service |
|---|---|---|
|
Remote Diagnosis by our team |
FREE |
FREE |
|
Self-Repair at home with our help Cost of spare parts Shipping cost for parts |
FREE FREE |
40% off FREE>$40 |
|
Repairs at our service centers Cost of spare parts & labor Round-trip shipping of scooter |
FREE Fair rates |
40% off Fair rates |
|
Repairs at service partners Cost of spare parts & labor |
FREE |
Service partner rates |
Service case examples
Rear fender broken
Coverage
Fenders fall into the group of parts that do not come under warranty.
Cost
You will benefit from our reduced prices. If the fender was broken out of the box, we will send you a free replacement.
LED light not working
Diagnosis
We will work with you to diagnose the problem. If necessary, a mechanic can give you a call to help identify the issue and provide a resolution.
Coverage
Fully covered under warranty
Cost (under warranty)
Parts and parts shipping are free of charge for repair at home.
Labor at our service center or a service partner is free of charge.If you ship the scooter to our repair center, you will have to pay for shipping.Cost (lifetime service)
Enjoy the benefit of our discounted parts prices for replacement at home as well as our discounted service labor rates when bringing the scooter to one of our service centers.
Brake is rubbing
Diagnosis
We will walk you through the diagnosis steps to identify if there is an issue. A brake adjustment may be required out of the box and from time to time.
Coverage
Regular brake adjustments and/or brake pad replacements are not covered by our warranty or our lifetime service commitment. These are part of the general maintenance responsibility of the owner.
Cost (under warranty)
Parts and parts shipping are free of charge for repair at home.
Labor at our service center or a service partner is free of charge.If you ship the scooter to our repair center, you will have to pay for shipping.Cost (lifetime service)
Take advantage of our reduced parts prices for replacement at home as well as our discounted service labor rates when bringing the scooter to one of our service centers.
Flat tire
Diagnosis
If the tire does not maintain air, the tire and/or tube needs to be fixed or replaced. We have tutorials available for most scooters.
Coverage
Just like with bicycles and cars, flats are unfortunately part of owning a scooter (unless you got one with solid tires) - they are not covered under warranty.
Cost
Cost of tubes and/or tires. They are discounted if you bought your scooter from us!
Try our tire sealant to help avoiding flats.Motor issues
Diagnosis
We will ask you to help us find the issue on your unit. We may ask you for a video and to perform a few readings on the scooter.
Coverage Fully covered under warranty.
Cost (under warranty)
Any required parts including parts shipping are free of charge, in case you can repair this at home. Labor at our service center or service partners is free of charge.
If you ship the scooter to our repair center, you will have to pay for shipping.
Cost (lifetime service)
Take advantage of our discounted battery prices for replacement at home as well as our discounted service labor rates when bringing the scooter to one of our service centers.
Battery Problems / Reduced Range
Diagnosis
We will request you to help us find the issue on your unit. We may ask you for a video and to perform a few readings on the scooter.
Coverage
Batteries are fully covered under warranty against manufacturing defects. Over time, batteries will naturally lose capacity after hundreds of charging cycles. Only battery defects are covered by our warranty.
Cost (under warranty)
Any required parts including parts shipping are free of charge, in case you can repair this at home. Labor at our service center or service partners is free of charge. If you ship the scooter to our repair center, you will have to pay for shipping.If your scooter does not power on out of the box and we have diagnosed this to be a battery issue, we will likely replace your unit.
Cost (lifetime service)
Take advantage of our discounted battery prices for replacement at home as well as our discounted service labor rates when bringing the scooter to one of our service centers.