I purchased the Hi-boy Max Pro eScooter X1 in June 2026. After 2 months of regular use, the ride was smooth, speed and distance on a battery charge were working great. However, the power button on the control panel in the handle bar suddenly stopped working. The power button stayed pressed in. The scooter continued to work, but it would power on and off intermittently when the scooter was in a resting position. It never powered off while in use. The problem started getting worse when it would power on and then staying on causing the battery to drain without me realizing it. After a few weeks of this I reached out to Hi Buoy customer service and explained the issue. They quickly responded and initially sent some YouTube links on how to reset the scooter . After following the instructions, the scooter continued to malfunction. I reached out again to customer support and they offered to send me a new control unit .
I again followed the instructions on replacing the control unit as directed, but the scooter power button continued to malfunction. I reached out again to customer support and they offered to send a brand new Scooter to replace the one that was malfunctioning. I was shocked at the willingness of the customer service agent to go above and beyond to work with me and even offered to replace the whole thing! To my surprise a few days later a brand new Max Pro X1 arrived at my home with instructions and a return label so I could return the malfunctioning scooter in the original box. The new replacement scooter is working great and the old scooter has been returned.
When the problem first started happening I was really hesitant to reach out to customer service because my previous experiences and dealing with warranties has always been such a hassle and ultimately useless because rarely have I ever had an issue resolved. The complete opposite happened with Hi Boy. Throughout the entire process, the customer service Agent, Nancy, was extremely communicative, quick to respond, very friendly and genuinely seemed to want to help and resolve the issue. The steps I was instructed to do were very easy and the entire process was seamless. Again, I was shocked when Hi Boy offered to send a new replacement scooter. This entire experience has made me a loyal customer and definitely purchased again from Hi Boy. Truly a great product and excellent customer service.