As previously reported, we received notification from two customers that their lithium ion battery packs produced smoke while installed on their 2nd generation Dual+ boards. Neither customer reported any flame, fire, bodily injury, or property damage. Our investigation concluded that the incidents were caused by a short-circuit in the battery electronics, not from venting or other issues with the lithium battery cells. The short-circuit was caused by water entering the pack during riding due to quality control issues in two areas of the manufacturing process.We are working with the U.S. Consumer Product Safety Commission
and Health Canada on a voluntary recall of these battery packs. All 2nd generation board owners should participate in this recall, even if their board seems to be operating normally. We will replace all current packs with an updated version at no cost to you.
For all 2nd generation board owners, you will need a 4mm hex wrench to remove the battery pack from your board. If you do not have a hex wrench, please email us at firstname.lastname@example.org and we will send you one immediately. If you prefer not to wait, you can purchase one at most hardware stores.
Once you have a hex wrench, please follow these instructions to participate in our battery pack replacement program:
- 1. Remove the battery pack from your board (view downloadable instructions here).
- 2. Record the board and battery pack serial numbers.
- 3. Dispose of the battery pack at your local recycling center (click here to find yours).
- 4. Obtain a receipt for proof of disposal.
- 5. Submit the required information in the form below.
Please note that we will ask for your board and battery pack serial numbers in order to process your return. Please do not recycle your battery without noting your battery serial number.
Once you have submitted the Battery Pack Replacement form, and we have verified the information, we will email you with an expected shipping date for your replacement battery pack. We will ship battery packs based on the date your information has been verified. The sooner you complete the process, the sooner you will get your replacement battery pack.
If your board is at Boosted HQ for service, you don’t need to take any action. We will replace your battery pack with a new one and ship the board back to you when it’s ready.
If you sold your 2nd generation board, please fill out a change of ownership form.
If you have any questions, please contact at (650) 933-5151 or email us at email@example.com.