Quality Issue Reporting
When a scooter develops a quality defect - such as a manufacturing flaw, premature wear, or hardware failure outside of normal use - you should report it to Segway using the standard Quality Issue Report template.
When to File a Quality Issue Report
File a report when:
- A component fails unexpectedly and earlier than its expected lifespan
- You notice a manufacturing defect (e.g., misaligned parts, incorrect assembly from factory)
- Multiple scooters show the same issue (possible batch defect)
- A safety-related issue is discovered
Do not file a quality report for normal wear and tear or issues caused by rider misuse or accidents.
What to Include
Always provide the following when reporting a quality issue:
- Scooter serial number (SN)
- IoT type and serial number
- Firmware versions (Controller, Display, Battery BMS, IoT)
- Description of the defect - what is failing, when it started, and how frequently
- Photos or video of the defect
- Usage data - total km/miles ridden, number of rides, approximate age
- Steps to reproduce - what causes the defect to appear
Submitting the Report
Contact your Segway support representative and request the Quality Issue Report template. Complete the template with the information above and submit it via email or the Segway ticketing system.