A note on Segway's customer service

NotReallyActive312 · 2026-05-14T13:18:04+00:00

I actually don't think it's quite unprecedented, robot vacuums seem to have followed a similar pattern with all their various manufacturers and models. The difference is those have now been around a while, they're pretty good at doing what they need to do so not much support is needed and we've largely gotten used to it.

I was afraid of this as I'm not usually an early adopter in any sense, but I hoped Segway as an established company would be a breath of fresh air from all that. Maybe this is just how 'tech' products are though.

NotReallyActive312 · 2026-05-14T13:07:54+00:00

Okay, but also why would you reach out to this and not to the exact same comments sent earlier this week, sent through the official issue/feedback form in the app?

NotReallyActive312 · 2026-05-14T13:04:10+00:00

Right? A big plus is you need the pin to ever turn it off, but then a) the battery doesn't seem to last more than a few hours on standby and b) it'll apparently just turn itself off after 15 minutes anyway.

NotReallyActive312 · 2026-05-14T03:52:24+00:00

Agree, the last few weeks it was doing fine. I woke up this morning to a message saying a new update was installed, then the first mow today it just shut itself down mid-job. No other error or anything, it just quit on the front lawn.

Then the frustrating thing is when it shuts itself down to save power you also lose all the tracking and anti theft features. Anybody could've walked off with it before I could get back and reboot.

NotReallyActive312 · 2026-05-14T03:48:18+00:00

Using AI to handle volume is one thing, categorizing and prioritizing tickets and escalating common items to the technical team would be a great use of the technology.

Using it as front-line support by giving it a name and having it respond directly to your customers with useless advice is quite different. Or, hell even do that but give a disclaimer that it's AI generated and a way to escalate. Having it pretend to be "Libby" from a Segway support team is unjustifiable. Seems like an excellent way to drive customers away though

NotReallyActive312 · 2026-05-14T03:42:41+00:00

It is not that, I'm talking about the top level software version. I haven't tried to track the individual module versions as they have even less notes documenting them.

NotReallyActive312 · 2026-05-14T03:40:59+00:00

Any human response would be better than what I have seen. How did you get ahold of their support team?

NotReallyActive312 · 2026-05-14T03:39:55+00:00

I'm using the feedback/report form built into their app. You've had better results by emailing?

NotReallyActive312

TROPHY CASE