" Is this the standard customer respect that I should prepare to accept? "
YES. Segway is a very bad company. DO NOT BUY THEIR STUFF.
My ES2 $500 scooter failed after 3 months after LIGHT use (~30 miles of total use), due to their NEW firmware downloading via the iphone app and killing my unit. NO JOKE. They fixed it, but it took 6 months of emails and phone calls. INSANE.
The external battery which I later purchased at $250 failed after 5 charge cycles, but since I don't ride my scooter much, I never noticed it. The warranty is only for six months and they tell you to go away and they will not help you. This equipment is ALL Chinese TRASH !!!!!
If you are able, ONLY BUY this unit from COSTCO in the USA, since they will take it back and exchange it anytime. ALSO, BUY it with a VISA credit card which doubles your Segway warranty.
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