I purchased a Pure Air 5 Ultra just before Christmas. Unfortunately, the scooter developed a fault immediately on first use, where the display would show a battery/charging icon and the throttle would cut out, making it unusable.
That said, I want to give credit where it’s due. Once I got in touch, Nick at Pure Electric handled my case professionally and calmly throughout. There were some delays around the Christmas and New Year period, but once the scooter reached the workshop it was diagnosed quickly as a firmware issue, updated, and fully tested before being returned.
Nick kept communication clear, confirmed the work carried out, ensured my warranty remained valid, and also arranged a £30 goodwill refund, which I appreciated given how new the scooter was.
The situation itself was frustrating, especially with the fault happening straight out of the box, but the customer service recovery was solid, and Nick in particular dealt with it well. Since the repair, everything has been explained clearly and handled fairly.
Overall, great scooter when working and good customer support when things go wrong — just disappointed it failed so early.
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