As communicated last week, we have received two reports of lithium battery incidents on our 2nd generation Boosted board. According to both reports, the battery packs released smoke, but the boards are equipped with fire-retardant enclosures and there was no report of flame or fire, bodily injury, or property damage. Aside from the battery packs, both boards were otherwise undamaged.
We promptly recovered both boards and one of the two battery packs. The second battery pack had already been discarded by the owner and was unrecoverable. We extracted data from the onboard telemetry logs and it is being used as part of our investigation into the incidents.
We are working with a third-party lab to conduct forensic analysis of the recovered battery. Our analysis and investigation is ongoing and we are working diligently but thoroughly to understand and address any issues.
Current 2nd Generation Board Owners
We will update you as soon as we have concluded our investigation. Until then:
- Please do not ride your board
- Please do not charge your board
- Please store your board in a safe location away from flammable materials
- If your battery has a flashing red light, please contact us at 650-933-5151 or email@example.com
- If your battery gets hot or starts smoking, please move it outside immediately
2nd Generation Customers Awaiting Shipment
We are working on an updated shipping timeline. In the meantime, if you wish to cancel your order for a full refund, you may do so at any time. We will keep your place in the queue should you decide to re-order. Details to come once we resume shipping.
Return Policy and Warranty
We want to make sure that our affected riders can trial their boards and receive the same support as all Boosted customers. For current 2nd generation board owners, we will start your 30-day return window and 1-year extended warranty from the date we approve use of your board again. For future 2nd generation board owners, these programs will start once you receive your board.
Current 1st Generation Board Owners
Please feel free to ride your board within Boosted’s recommended operation instructions. As a reminder, please do not leave your board charging unattended. Please do not open, modify, touch, or tamper with your electronics, motors, or batteries. And please do not ride your board in wet conditions or allow it to get wet.
Again, thank you for your support and patience while we diagnose and resolve this battery issue. We’re looking forward to getting you riding again soon.