We're sorry to hear that one of the motors on your scooter is not working! We would like to provide the following troubleshooting steps to help resolve this issue. For your safety, be sure to elevate the scooter on a box, stand, or chair so that the wheels are not touching the ground for the following steps.
1) Ensure that you're in dual motor mode
Before we bring out our warranty resources, we want to make sure the basics are covered! Elevate your scooter on a box, stand, or chair, turn the scooter on, and double-check that it's in dual motor mode. For the Ghost and Pro, this means that the red Single/Dual button should be pressed in, and for the Phantom, the display should read "Sport". Once you've verified that you're in dual motor mode and the issue is persisting, continue on to the next step.
2) Document the issue
Motors are generally covered under warranty for the first year of scooter ownership, and we may be able to provide parts on a case-by-case basis after the first year of coverage has expired. We ask for the following documentation for motor issues:
- A video of the scooter's motor, elevated on a box, stand, or chair, not functioning in either dual or single motor mode when the throttle is pressed
- A photo of the serial number on the side of the motor
- The original order number of the scooter & your name, to verify that the warranty term is active and that you are the original owner
This is the serial number for the motor specifically, not the entire scooter. We ask for this documentation both for our own records and to be able to file a claim for the motor with our manufacturer. Here is an example of the serial number on the motor:
3) Submit documentation
Once this documentation is assembled, please submit a request with both the video and photo for our engineering team to examine. We'll be in touch as soon as possible with next steps!