DO NOT BUY FROM THIS COMPANY! My 13 year old Daughter used all her saving to pay £299.00 for a swegway from what we thought was a trustworthy company after having read some awful stories about other companies. I'm afraid that I am disgusted at the poor quality and service that I have received. We had only had the swegway for a few days and had only ridden it indoors in the carpeted hall and In the kitchen that has Lino. It had only been ridden by my very slim 13 year old Daughter when we heard a loose part rattling around inside. She had not bumped into anything or done anything to shake a part loose, I emailed this company on 10th January clearly explaining what the problem was and had to wait a full week for a reply. The reply was a template email that suggested that I re-booted the board! I replied immediately very politely pointing out that I didn't think that re-booting the board would fix a loose part inside. I waited 10 days but had no reply. Today I rang up and, after holding on for over 15 minutes, was answered by a man who seemed slightly distracted, put me on hold for sometime then came back telling me to take photos of the board and to email them back to him. I carefully explained that since the part had come loose, 17 days had elapsed (whilst I was waiting for a proper response from them) and that during that time my Daughter had taken the board outside and had fallen of it causing it to gain a few scratches but stressed that the loose part had come loose days before that and had been after riding it indoors only. He told me to just send the photos and then he would sort out the repair. I replied to that email with the photos as requested and then received an email saying that if the board was scratched or cosmetically damaged in any way that they would not accept the board back! I replied to say that I seemed to be struggling to get my point across and that I was NOT returning the swegway asking for a refund but that I was asking for the loose part inside to be repaired as it was clearly a defective machine. I said that it is absolutely wrong that a £300 board should develop a problem where something should come loose inside so very quickly after so little use and therefore that I was expecting the fault to be repaired and the original machine (complete with its scratches) returned to me free of charge. I was then livid to find that my email (sent as a reply to his which was to the same email address that I had successfully sent the photos to only a few hours before) has been bounced back as rejected as spam! How can a company conduct themselves so badly when selling £300 goods? Why am I being expected to accept that a loose part on a brand new machine is my fault and that they won't accept it back for repair!??! I have never posted a bad review before as I am generally quite laid back and accepting of mistakes but when my Daughter has used all her savings on something that she desperately wanted which turned out to be faulty and for them to refuse to accept it back is quite simply disgraceful customer service!