Repair of a Segway XT

[dale@thecoys.net]

In early June, one of my two Segway XTs developed a "will not start up" problem. Symptom: Red wrench, only side bars in the display. The book says "There is an unlocated fault in the Segway HT". Not much help.

Because I have two of these, I could eliminate a lot of causes:

A. Batteries and charger: Swapped batteries front-to-rear, and then swapped batteries with the functional XT. No help.

B. Control shaft and wiring: Examined cables, then swapped control shafts between XTs. No change in symptoms (failed XT still failed with other CS, functional XT still finctional with other CS). This also mostly ruled out the CSB - but I carefully examined the CSB wiring - no cuts, breaks, etc.

OK, apparently it needs to go back to Bedford. The saga began. (See following notes)

[dale@thecoys.net]

There is no local dealer. Nearest dealer is a small (mostly tours) outfit 200 miles away. Verified this with Segway by telephone, and then called the dealer.

Dealer's first reaction is that I should bring it in. After some discussion, dealer admitted that they could not actually do anything (except repeat the checks I had already done). OK, ship it back to Bedford.

After a couple of days, the dealer got an RMA number for me. [This dealer is not exactly speedy]

Talked to tech support about what I should ship.
Removed the batteries, fenders, and wheels (reduced weight). Tech support says they "prefer" to get the control shaft, so I packed that up, too.

June 18th, sent via Fedex to Bedford. Cost: $197.53 !!!

Occasionally tried to get updates on status, etc. Tried working through the dealer - no help.

July 11th, talked to the dealer. He said "It has been shipped back to you, and it's on the way". I have my doubts, for obvious reasons (nobody asked for money).

The saga continues (see following notes).

[dale@thecoys.net]

OK, so on July 11th, the dealer says it's on the way back to me.

July 12th, I called Segway Tech Support. They didn't give me much info, but said they would contact the dealer.

That afternoon, the dealer called me and said the cost will be $224 ($125 diagnosis, plus $99 shipping). Gave dealer a credit card number. Dealer repeats the diagnosis: Tech support confirmed the "will not start" problem. Opened the base, found "loose connectors inside". Swapped the two boards, plugged in the connectors, and then "cannot duplicate the problem".

July 13th, credit card is charged by "xxxxx Pharmacy".

(weekend)

July 16th morning, called Segway Tech Support, was told the XT would ship "today". Asked them to send me the tracking number when available.

July 16th later, dealer called, said it was shipping, and that he would call me with the tracking number.

July 16th PM, got email from Segway with tracking number.

July 18th, dealer calls to give me the tracking number.

July 19th, Fedex delivers the packages.

The saga continues (briefly).

[dale@thecoys.net]

Today (July 20th), reassemble the XT (wheels, batteries, fenders, etc.).

It works fine!

Elapsed time: approximately 1 month.

Cost: $421.53

My thoughts: If this happens again, to any of my Segways, I'm going to take apart the base and check for loose connections (and perhaps swap the two boards).

[SegNerd]

Well I am sorry for your inconvenience, but considering my Segway's repairs took two months and $2,000, plus hounding the dealer several times, I really don't feel all that bad for you.

[dale@thecoys.net]

Originally Posted by SegNerd

Well I am sorry for your inconvenience, but considering my Segway's repairs took two months and $2,000, plus hounding the dealer several times, I really don't feel all that bad for you.

I understand. I had a Segway repaired several years ago, at about that $2000 price - but they replaced some components.

That's what I expected this time.

In some ways, I'm glad it was much less expensive.

But "loose connectors"?

[SegNerd]

Yeah, that is a good point. It kind of reminds me of an HP printer at my work that was out of warranty, so we spent a bunch of money to get phone support when it malfunctioned. I had to spend hours on the phone with them trying a bunch of random stuff that didn't do any good. Then we had a tech come look at it, and he fixed it in about five minutes. It is frustrating to spend a ton of money on a simple problem.

[Russell Wales]

Hi dale
Have you got the contact detail for Segway Bedford please
I need 2 new cu base boards as my Segway gen1 has the dreaded circle of deaf with the wrench illuminated.
This is the second set now.
Or can I purchase from somewhere or get these re programmed.

Cheers Russell the newbie