Jay F.
My Unagi Scooter locked me out at the…
My Unagi Scooter locked me out at the worst possible time while I was running errands. After finishing my first errand, I tried to turn on my scooter, but it wouldn’t budge. There’s a red padlock on the LED screen. I searched everywhere online for a way to unlock it, even checking with Unagi’s AI support. But I couldn’t find anything helpful. I tried reaching out to Unagi Customer Support, but they didn’t seem to care about my problem. When I finally got through to them, they treated me just like another pawn customer. It took them 8 days to tell me to update the app! That means I lost 8 days of commute time. To those who are not tech savvy, how the hell could anyone else figure that out? In fact, why did it lock out in the first place? Why is it such a mystery? Why isn’t this simple solution provided in Unagi Troubleshooting support? Because of that, I have lost faith and trust with Unagi. They do not have a proper system in how to handle urgent/imporant situations. I cannot rely on them for tech support. I will do this on my own from now on and expect that Unagi will not be there to support.
Response from Unagi ScootersJan 13, 2025
We sincerely apologize for the frustration and inconvenience you experienced with your scooter locking and the delay in resolving the issue. This is not the level of service we aim to provide, and we completely understand how this situation impacted your trust in us. The red lock icon is part of our fraud and safety protection system, designed to ensure rental scooters are being used responsibly and that accounts are up to date. However, we recognize that this system should not cause unnecessary stress or confusion, and we’re sorry that you weren’t able to find the troubleshooting steps you needed. We truly regret the inconvenience you experienced and appreciate you bringing this to our attention. If you have any further questions or need assistance, please don’t hesitate to reach out to us at [email protected]. Thank you for sharing your concerns—your input helps us improve and provide better support moving forward.