Hoverboard Customer Service

The hoverboard which is also known as the electric scooter is a personal transporter which offers its user a thrilling adventure to mobility. The self-balancing scooter is a fun product designed with a rechargeable battery in it. It is portable as they are no parking issues associated with it. A bag pack is good enough to fit your hoverboard in. It is also quite easy to use as most users become adept riders usually within 30 minutes of practice.

As an eco-friendly mode of transport, the hoverboard which consumes no fuel such as petrol or diesel is mainly designed for flat surfaces; it can also handle curves and normal bumps. Capable of supporting riders weighing up to 280 pounds, the hoverboard weighs within 18 and 25 pounds.

To enable you to get the most out of your hoverboard, we have compiled some steps you can take to ensure you derive maximum pleasure and find the device also easy to use and have listed some challenges you might encounter while using the device and steps you can take to resolve such issues.

1. Hoverboard can’t balance

Your hoverboard might be off balanced and might not be able to determine if you are on a flat surface, heading up or downhill or even standing on its board or not.

You might experience this when

1. Your hoverboard’s wheel turns backward when pressing forward.
2. Slants forward when you stand on it.

So, here are steps to assist you to get your board back to the way it should be.

Step 1: Recalibration – To recalibrate,

1. Please power off the scooter first.
2. Then keep both pedals of the hoverboard horizontally (IMPORTANT).
3. Press the power button for 7 seconds until the buzzer sound “beep, beep, beep.”
4. Power off the hoverboard then powers on. The hoverboard should be ready to go.

We recommend you re-calibrate the hoverboard every month for better performance.  Another reason why you should master the re-calibration process.

Step 2: If the recalibration doesn't work. It is the motherboard issue. It is not easy to replace the motherboard. We recommend that you send it back.

2. Hoverboard can’t hold the charge

Are you concerned about why your hoverboard does not hold charge for as long as it should, or why it does not charge when plugged to a wall socket? Another example is when your device worked for a couple of hours and then just stopped working, battery dead! Some steps are mentioned below to assist you to detect the issue and help resolve it.

Step 1: Check the charge port on the hoverboard. There are 3 pins. If pins are damaged or broken, the hoverboard will not be showing charging when it is plugged in. To charge correctly, align the 3 pins with connector properly. If the charge port is damaged or broken, we recommend to send it back and fix it for a customer.

Step 2: Check charger adaptor. If step one works well, there is a light indicator on the black charger adaptor.

1. If the red light is on, that means the charger adaptor and the charger circuit working well, in this situation, if the hoverboard still cannot charge, that is the battery issue. The different model needs to take a different action. For SBW666, C1, Z1, T88SE, we recommend to send it back, because the battery is sticky with tape. For T67SE, due to the battery is not used tape, so we can send the battery (send only C1+ battery for all 6.5” hoverboard and with charger) to the customer and let customer repair it or just send it back (Ask customer which is preferable).
2. If the green light is on, that means the battery is full or the charge circuit/battery is not working. In order to check which is defective, please use the hoverboard for 10 more minutes to make sure the battery is not full. If the green light still on, we recommend to send it back and replace a new one.
3. If no lights on, the charge adaptor need replace, we need send a replacement charger to the customer.

If the customer doesn't want to replace the battery, we can send a new replacement.

3. Bluetooth connection

Many individuals prefer devices with Bluetooth features to derive optimum pleasure and comfort. This allows the connection of a wide range of devices from mobile phones to mp3 players to the hoverboard. In a situation whereby you are stuck with the Bluetooth function, the following instructions will help resolve such issues.

Instruction:

1. Turn hoverboard on and the hoverboard will play a sound (listed as table 3-1).
2. Turn on the Bluetooth on your phone, find the Bluetooth device name (listed as table 3-1) on the Bluetooth list and connect it.
3. Once the Bluetooth device connects successfully, you will hear another sound (listed as table 3-1) from the hoverboard signifying that the device is now paired.
4. To play music, open up your favorite music app and play a song!

Table 3-1 Bluetooth Info

Disconnected Disconnected

Model	SBW666	C1PLUS	Z1PLUS	T67SE	T88SE
Device Name	OTTO-MUSIC	Bluetooth	Bluetooth	T67SE	T88SE
Power On	Wait for Bluetooth connecting	Music “Dong Dong Dong”	Music “Dong Dong Dong”	Wait for Bluetooth connecting	Wait for Bluetooth connecting
Connected	Paired	Music “Dong Dong Dong”	Music “Dong Dong Dong”	Paired	Paired
Disconnected	Dong Dong”	Disconnected	Disconnected

Step 1: Check if customer can hear sound when turning it on. If not, the Bluetooth chip or the speaker needs to be changed. It is replaceable but need to unscrew and glue. We recommend to send it back and replace a new one.

Step 2: If customer can hear the sound, but can’t connect it. It may be the phone that can’t pair or support to the hoverboard.

4. Operation Steps

You have finally purchased the device topping your wish list and so eager to test it out, but you are stuck as to how or what do. These are the steps you take to enable you to use the device properly to enjoy the best-operating conditions.

STEPS

1. Start the hoverboard and press the power button.
2. Place one foot on the pad. Placed the other foot on the hoverboard when it has stabilized.
3. Use foot to control the scooter to move forward or backward.
4. Before getting off, stop the hoverboard and keep it in balanced. Take one foot off first and then remove the second foot quickly.
5. If the hoverboard platform is not horizontal when the footswitch is triggered, the buzzer will alarm (“beep, beep, beep”). The warning LED will turn on, and the system will not be able to enter the self-balancing state. Never operate the hoverboard under the condition. Re-calibration needed.