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April 14, 2021 4 min read

Dear customers,

Thank you for the support that you have shown us throughout this time, during the good times and the tough times. As you may know by now, our shipping and repair turnaround time has not been as fast as before. We have always been very transparent about this and hope that this blog post helps explain a bit more.

We are experiencing higher volume of inbound and outbound packages than usual. We are fully aware of how frustrating the wait can be, but we are asking that you understand - some things are out of our control. 

Shipping delays

To understand why it takes us time to ship your scooter, you have to understand the process of getting a scooter out. It is not as simple as pasting a shipping label on your box.

When you pay over $1000 for a daily mode of transport, you expect zero problems out of the box, period. We have a small team built out just for opening up every box, quality inspecting your scooter, logging the serial number of your scooter before repackaging back for shipment.

To give you an idea, here is how our quality inspection process of a Wolf looks like:

 

Even as we grow as a company over the years, we have never gone complacent by removing this time consuming process. Every scooter still gets hand-checked by a person before getting scanned out for shipment - It is not for show, things happen out of the box (not enough air pressure, brake levers require more fluid, screws missing, etc.) and we eliminate 99% of them before it gets to you. All you have to do is to set up the scooter, and enjoy the ride.

There will always be someone that says "The QC is just for show," but for those who have personally stepped into our office to pick up their scooters at any given day and any given time - you will witness the quality inspection in progress. We only want the best experience for you and prevent unnecessary returns. It is impossible for any scooter to leave our office without inspection, and unlike other companies out there, we can say that with certainty.

Longer turnaround time

For those who are sending your scooters in for servicing and repairs, we are facing a much longer turnaround time. To give you an idea, here is the process on how we treat every inbound scooter package:

  • Package is opened up and inspected by our shipping/receiving team. Issues raised needs to match the description provided by our customer service department.
  • Scooter gets labelled with a name and description, making sure all the relevant accessories such as keys are provided before logging it into our backend system.
  • If the key is not included, this scooter gets set aside while our customer service team reaches out to you directly to get the keys mailed over.
  • If the issue raised does not fully match the description, our customer service department will give you a call and communicate to you directly to decide how to proceed from there.

Our repair process walkthrough: 

  • Technicians double check the case log that they have on file.
  • Inspect the scooter to find out if there are any other issues that need to be addressed.
  • The diagnosis process can take anywhere between 30 minutes to an hour
  • If there are other issues discovered, a single repair can take anywhere between 30 minutes to 16 hours. 
  • After a repair is completed, our technicians put on their helmets and conduct their 1 to 5 miles test ride around the block, depending on the issue. 
  • If everything seems good with the repaired unit, it gets to our quality inspection team to conduct 1 last check before repackaging them back for shipment.
  • Your original box most likely would not survive another shipping trip, so our team will be using new packaging along with new styrofoam protection, which means more time. Another 15 to 30 minutes depending on which scooter.

Wolf King

If you have been wondering why our advertised shipping time is 2 to 3 months and there have been customers of ours getting the Wolf King - The short answer is: We have them here, it just takes time to inspect before shipping. There is a reservation queue and our team is working overtime daily to get the shipments out. The earlier you reserve, the earlier you are going to get it.

There was recently an accident involving a Wolf King, but we have it covered. We have not seen the original unit yet, so it is still too early to jump to any conclusions.

We are in the process of taking care of the rider and the new unit is in transit to him. When the damaged unit gets back, it will go through the fastest air shipping service to Kaabo for diagnosis. The ultimate goal is to find out the root cause before we can improve the products.

For the 99.99% of other Wolf riders out there - we all know the Wolf is rock solid. If you are going to spend $3000, which other scooters out of the box is 72V, dual stem, has real-world 60mph tested top speed, full hydraulic brakes and proven by riders all over the world?

Our team is aware that Kaabo has experienced product challenges in the past, but which other product company does not? This time around, we are heavily involved, and Kaabo has our support to address this issue head on - The Wolf King is only going to get better.

Update on May 17th

We have changed the forks on the Wolf line of scooters from casting process to forging process.

If you have any questions/concerns regarding your shipping timeline (excluding the Wolf King), servicing, or any other questions, feel free to reach out to us via our 24/7 website live chat or our direct contact number 323-709-7329 between Monday to Friday, 9am to 6pm PST. It is guaranteed that someone will be present to assist you.

Melvin Lian
Melvin Lian


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