Disappointing Quality Issues and No Response – Pure AIR⁵ Suspension Pro+
Dear Pure Scooter,
I picked up my Pure AIR⁵ Suspension Pro+ on December 1st, and unfortunately the experience has been far from acceptable for a product in this category.
When unboxing the scooter, I immediately noticed multiple quality issues. The rear silicone mudguard lip was already broken at the screw hole and the alignment tab on the right side was damaged. The screw package was also missing one of the four handlebar screws — a basic quality-control failure.
By December 3rd, after riding briefly in Sweden’s normal humid weather with minimal rainfall, I started hearing a whistling sound from the front wheel. It seems the wheel bearing isn’t properly sealed, allowing moisture or debris inside. This should not happen on a brand-new unit.
Performance is also below expectations. The scooter struggles to maintain 25 km/h on even very small inclines despite having 924 W available. The app design adds to the frustration: locking the scooter requires navigating through several menus instead of being placed with the main controls like lights, speed mode, and cruise control.
What concerns me even more is the difference in support response time. Before purchase, when I emailed about estimated delivery, I received a reply within 2–3 hours. Now that I’ve contacted you about actual product faults, I still haven’t received an answer. That contrast is hard to ignore.
I expected a higher-quality experience and proper support. I need these problems resolved quickly. If Pure cannot fix these defects or provide a proper solution, I expect a refund. I am fully prepared to return the scooter if the issues are not addressed.
I hope to see this handled professionally and without delay.