Pure Electric UK
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Customer service should improve
Rating: 6/10 I purchased the Air Pure scooter from the Pure Electric website on 17/02/2024. Overall, the scooter is of good quality, with a very comfortable riding position and excellent maneuverability in urban environments. However, some components, such as the throttle, are of mediocre quality; I had to replace it at my own expense after just a few months of use. The real issue was with the after-sales service. I use this scooter daily and have covered 1600 km in six months, which is typical for this kind of usage. Unfortunately, as often happens, parts can break. The parts used by Pure Electric are unique, and it’s impossible to find replacements elsewhere. Worse still, their customer service was, at the time, non-existent. In July, I broke a small but crucial part that rendered the scooter unusable. I tried for over a month to contact their after-sales service without success, which was extremely frustrating. However, since publishing my initial review, Pure Electric has made real efforts to resolve my issues. They eventually sent me the defective part and refunded the expenses I had paid for the throttle repair. It’s clear that the company is still young and lacks the maturity to provide a fully functional customer service experience. However, they seem willing to make significant efforts to satisfy their customers. In conclusion, despite a difficult initial experience, I acknowledge Pure Electric’s efforts to improve the situation, and I am revising my previous rating. They clearly have the potential to evolve positively, but there’s still room for improvement in their after-sales service.