Segway Support

Recall FAQ

Recall FAQ

*click here to register for the software upgrade

Question:  Why are you recalling the Segway PT?
Answer: A condition has been identified in which the Segway PT can unexpectedly apply reverse torque to the wheels, which can cause a rider to fall. We have received six incident reports with event logs that may be attributed to this issue. At Segway, the safety of our customers and our products is our top priority. Thus, we notified the U.S. Consumer Product Safety Commission about this matter and initiated a voluntary recall to upgrade Segway PTs with new software. 

Question: How do I know the recall applies to my Segway PT?
Answer:  This voluntary recall applies to all i Series (i167, i170, i180), e Series (e167), p Series (p133), XT (cross-terrain transporter), GT (golf transporter) and Segway i2 models. If you own a Segway PT that has a serial number with the last five digits between 00004 and 23261 then this recall applies to your machine.  This voluntary recall does not apply to the Segway x2 model or Segway RMP products.

To verify that your machine needs the software upgrade refer to the serial number located under the mat on the rear edge of the Segway PT’s platform. If you are unable to locate the serial number, call Segway at 1-800-750-6557 to speak with a customer service representative.

Question:  What do I need to do?
Answer:  Read this FAQ and call1-800-750-6557 (toll-free in the U.S.) between 8 a.m. – 6 p.m. ET, Monday through Friday or visit www.segway.com, to register for the free software upgrade.
When you call to schedule, please have your Segway PTís serial number(s) handy. The serial number is located under the mat on the rear edge of the Segway PTís platform.

Question: Is the process different if I live outside the U.S.?
Answer: Segway PT owners living outside the U.S. should call a Segway Authorized Distributor in their country for information about how to obtain the free software upgrade.

Question: Do I have to pay for the software upgrade?
Answer: The software upgrade is free of charge.  Regardless of the state of your machine’s warranty, every owner will receive the upgrade free of charge.

Question: What is a voluntary recall?
Answer: Segway voluntarily notified the U.S. Consumer Products Safety Commission (CPSC) of the need for a software upgrade and is working in cooperation with CPSC to implement the product recall.  All Segway PT owners should make every effort to receive the software upgrade.

Question: Why do I need this software upgrade when this has only happened a few times? 
Answer: At Segway, we value the safety of every customer. It is very important that you receive this software upgrade even if you have not experienced the described condition.  The free software upgrade available from Segway will address the condition identified in the recall safety notice.

Question:  Can I install this software myself?
Answer:   No. Proprietary tools are required to install software on the Segway PT.  A Segway representative will install the upgraded software on your Segway PT at no cost to you. 

Question: What will this software upgrade do to my Segway PT?  Will it change its performance? 
Answer: The software upgrade available from Segway will address the condition identified in the recall safety notice.  The software will not change the performance or handling of the Segway PT.  Depending upon the software revision currently in your Segway PT, you may notice other changes. Once the software is installed on a Segway i Series (i167, i170, i180) or e Series (e167) model, the unit will be compatible with lithium-ion batteries.

Question: How do I get the software upgrade?
Answer: There are two ways to have the software upgrade installed on your machine, either of which will be free of charge to you.

  • Segway Authorized Dealerships, Distributors and service centers around the world will host upgrade sessions.  Please call 1-800-750-6557 or your local distributor if you are outside the U.S., or visit www.segway.com to register for the software upgrade. Once registered, a Segway representative will contact you with further direction on the upgrade process. The upgrade itself will take about 20 minutes to complete. 
  • For U.S. customers we can schedule to have your Segway PT picked up from your home or office and shipped to our plant in Bedford, NH where the upgraded software will be installed.  Please call 1-800-750-6557 to arrange for the pick up to be made.

For more information about these options, please call 1-800-750-6557.

Question: If I buy a new Segway PT will it come with the upgraded software?
Answer: All Segway PTs with a serial number ending with five digits higher than 23262 will already have the software upgrade installed.  Machines with a serial number below that will be marked with a black and yellow Segway label underneath the rider mat after they are upgraded with the new software. 

Question: What if I sold or gave away my machine?
Answer:  Please notify us of the new owner’s contact information and encourage the new owner to call Segway at 1-800-750-6557.  Regardless of the state of their machine’s warranty, all owners will receive the upgrade free of charge.

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