Bird scooters have become a popular way to get around many cities quickly and easily. However, like any vehicle, they can sometimes break down or develop issues. If your Bird scooter stops working properly while still under warranty, you have the right to have it repaired or replaced free of charge. Here is a guide on how to claim warranty service on your Bird scooter.
What is the warranty on Bird scooters?
Bird provides a limited warranty on new scooters purchased from them. The length of the warranty coverage depends on the specific Bird scooter model:
- Bird One: 12 months or 20,000 miles
- Bird Two: 12 months or 20,000 miles
- Bird Air: 6 months from date of purchase
- Birdie: 6 months from date of purchase
The warranty covers any defects in materials or workmanship. It does not cover normal wear and tear, improper use or maintenance, accidents, or modifications made to the scooter. Make sure to check the user manual for your specific Bird model for full warranty details.
How do I know if my scooter is still under warranty?
To find out if your Bird scooter is still eligible for warranty service, you’ll first need to determine the purchase date. If you bought it new directly from Bird, the purchase date will be when you received your shipment confirmation email. If you are not the original owner, try contacting Bird support to find out the original purchase or activation date.
Once you know the purchase date, compare it to the warranty length for your model. For example, if you have a Bird One that was purchased 9 months ago, it should still be under the 12 month warranty period. As long as the issue started within the warranty time frame, it should be covered.
What issues does the warranty cover?
The Bird scooter warranty covers any defects caused by faulty materials or workmanship. Some examples of issues that would be covered include:
- Motor or electrical failure
- Battery not holding proper charge
- Cracked frame, stem, or other components
- Brakes or accelerator not functioning properly
- Detached or damaged parts like handlebars or kickstand
- Software malfunctions or glitches
Problems that start spontaneously without damage or wear are good candidates for warranty repair. The key is proving the issue is an internal defect, not caused by external factors.
What kind of proof or documentation is required?
To claim warranty service on your Bird scooter, you’ll need to provide documentation of the original purchase date and details about the issue you are experiencing. Have the following information ready when you contact Bird:
- Receipt or proof of purchase showing date
- Serial number of your scooter
- Description of the problem or defect
- Explain when and how you first noticed the issue
- Note if any error codes or lights are displayed
The more details you can provide, the better. Pictures, video, or audio recordings of the defect can also help support your claim. Maintenance records proving you properly serviced the scooter may also come in handy.
How do I start the warranty claim process?
To initiate a warranty claim on your Bird scooter, you’ll need to contact Bird support. Here are the steps to follow:
- Open the Bird app and find the “Get Support” option.
- Select the “Repairs” topic and choose “Begin Repair Request.”
- On the following screens, select the category of issue you are experiencing, specify the problem, and upload any documentation.
- Review the summary and submit the request.
- A support representative will contact you to discuss the issue and next steps.
Alternatively, you can start the process by emailing [email protected] or calling 1 (866) 205-2442. Be ready to provide the scooter details and documentation.
What will Bird do once I start a warranty claim?
After you begin the warranty claim process, here is what you can expect from Bird:
- Ask questions – A support rep will reach out to learn more about the issue and gather documentation if needed.
- Remote diagnosis – Many problems can be diagnosed remotely using the scooter’s network connection and performance data.
- In-person inspection – For some issues, Bird may request to physically inspect the scooter before approving repair.
- Repair authorization – If the issue is confirmed to be a warranty-covered defect, they will authorize free repair or replacement.
The key is working collaboratively with Bird support during the process. Be responsive to inquiries and submit any requested documentation promptly to help speed things along.
How long does the warranty claim process take?
The timeframe for warranty service can vary depending on factors like:
- Time to diagnose root cause
- Severity of the defect
- Need for in-person inspection
- Scooter model and issue complexity
- Repair authorization and parts sourcing
Under normal circumstances, expect the process to take 7-10 days from your initial request to resolution. More complex claims could take 2-3 weeks. Bird aims to resolve warranty issues as quickly as possible, but delays can happen if parts must be ordered or technicians are temporarily unavailable in your area.
Will I get a replacement scooter during the repair process?
In most cases, Bird will not provide a free replacement rental scooter during the warranty claim and repair process. However, if the repair is expected to take over 72 hours from when Bird picks up your scooter for inspection, you may be eligible for a discount code for a future rental.
Bird may provide a temporary replacement at their discretion for certain situations, such as:
- Repetitive failures of the same component
- Safety-related defects
- Delays caused by Bird’s error or inadequate service
But there is no guarantee of receiving a complimentary rental, so be prepared to use alternative transportation while your scooter is out of commission.
Can I get a refund instead of repair?
In most cases, Bird will repair or replace defective parts rather than issue a refund for warranty issues. However, in certain situations, you may be able to request a full refund or partial credit if repair is not practical, such as:
- Scooter completely inoperable shortly after purchase
- Multiple failed attempts to repair defect
- Unavailable parts discontinued by manufacturer
- Major defect that cannot be fully fixed
To request a refund or credit instead of repair, contact Bird support and politely explain why you believe your situation warrants an exception to the standard warranty policy. But keep in mind refunds are not guaranteed and will be evaluated on a case-by-case basis.
Does the warranty cover damage from use or accidents?
No, the Bird scooter warranty only covers defects in original materials and workmanship. Issues caused by normal wear and tear or accidental damage are not covered. For example, you would not be able to make a warranty claim for problems like:
- Flat tires
- Brake pads worn down from frequent use
- Scratches, scrapes, or dents from drops or crashes
- Damage from use in prohibited areas or conditions
- Modifications, opened casings, or disconnected parts
The warranty only stays intact if you use and maintain the scooter properly based on the user manuals. Following the recommended usage, storage, cleaning, and charging guidelines will help keep your scooter defect-free.
Can I still ride the scooter while waiting on a warranty repair?
You should stop riding your Bird scooter as soon as you notice an issue that you plan to file a warranty claim for. Continuing to operate it could worsen the problem or cause secondary damage. Riding a defective scooter can also be dangerous for you and invalidate the warranty.
As soon as you identify the defect, take photos and videos if possible, then contact Bird Support right away. Follow their instructions on whether they need you to hold the scooter for inspection or if you should return it to a designated drop-off location. Do not use or tamper with the scooter unless directed to by Bird staff while the claim is open.
Am I responsible for shipping costs to return the scooter?
For valid warranty claims within the coverage period, Bird covers any shipping costs for you to send the defective scooter to them for inspection and repair. They typically provide a prepaid shipping label or coordinate pickup via courier.
However, if they determine the issue is not a warranty defect after evaluating your scooter, you may be responsible for covering the shipping charges. Any non-warranty repairs you authorize will also incur fees for parts, labor, and return shipping. So be prepared for these possibilities when starting a warranty claim.
Can I get the warranty repaired at a local shop instead?
No, Bird requires that all warranty inspections, diagnoses, and repairs be conducted by their authorized service centers and technicians. This helps them ensure proper work quality and accountability. Local shops or third-party repair attempts will void the remaining warranty.
If you are located far from an authorized Bird repair shop, you can ask their support team about alternate arrangements. In rare cases they may permit a trusted local mobility shop to conduct certain basic repairs with approval and reimbursement from Bird.
What should I do if my claim is denied?
If Bird denies your warranty claim after reviewing your case, all is not necessarily lost. Here are some tips if you feel the rejection was unwarranted:
- Ask for a detailed reason for the denial. There may be a simple misunderstanding or lack of key details.
- Offer to provide any other evidence needed, like photos, maintenance records, or technician assessment.
- Politely request for a supervisor to re-evaluate the decision if you strongly disagree.
- Check that the warranty coverage period has not lapsed.
- Consider using mediation or arbitration services to settle a dispute.
Keep in mind warranties have limitations, and Bird has the final say on what defects they deem valid for free repair. But with patience and open communication, many initially denied claims can reach an agreed upon resolution.
Can I extend the warranty period on my Bird scooter?
Unfortunately, there is no way to extend the included warranty period on your Bird scooter after purchasing it. The standard 6-12 month coverage is fixed and cannot be prolonged.
However, you may be able to purchase an extended third-party warranty or scooter protection plan for additional years of coverage beyond the Bird warranty expiration. Companies like Allstate offer plans with coverage for things like breakdowns, theft, vandalism, and collisions. Check with providers in your area for pricing and coverage options.
Can I purchase an extended warranty from Bird?
At this time, Bird does not currently offer extended warranty plans beyond their standard limited warranty periods. The included 6-12 month coverage is the only warranty provided.
Some premium scooter brands do allow customers to buy 1-2 year extensions to the factory warranty. However, Bird only produces entry-level models aimed at the affordable commuter market. Their basic warranty reflects this cheaper price point and lack of premium features.
That said, Bird may consider offering extended warranty options in the future as their scooter technology advances and average purchase prices increase. Check their website periodically for future extended warranty announcements.
Conclusion
Claiming warranty service on a defective Bird scooter requires closely following their repair request process and providing documentation of the issue. Make sure to thoroughly read the warranty terms to understand what kind of problems may qualify for free repair or replacement. With proof of the defect and open communication, Bird typically aims to resolve valid claims quickly and seamlessly. Following usage guidelines and proper maintenance will also help minimize any repair needs while under warranty.