2nd Generation Standard Range Battery Pack Recall

First off, we’d like to thank you for your support and patience. We know we say it in almost every post, but we mean it. We are lucky to have such a committed community and getting everyone riding is incredibly important to us. The following post is pretty dense because we’d like to provide as much clarity as possible to everyone in our ordering process.

Background
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.

New Battery Packs for all 2nd Generation Board Owners
Out of an abundance of caution, we made the decision to stop shipping and report these two incidents to the U.S. Consumer Product Safety Commission and Health Canada. As a result, we are currently working with both agencies on a voluntary recall of all 2nd generation standard range battery packs. For all 2nd generation board owners, we will replace your current pack with the updated version at no cost to you. We will start shipping replacement batteries immediately.

You will need to:

  1. Recycle your battery pack at a local recycling center. Please go to www.boostedboards.com/battery-pack-recall for detailed instructions on how to start the process.
  2. Once you have submitted the online Battery Pack Replacement form, and we have verified the information, we will send you an email indicating an expected ship date for your replacement battery pack. We will ship battery packs based on the date we verify your submission, so the sooner you complete the process, the sooner we will ship your replacement battery pack.
  3. 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. Look for an email from us in the next couple of days for a status update.
  4. If you have sold your 2nd generation board, please let us know by filling out this change of ownership form.

Update on Water Resistance
In our original design process, we tested the entire board, including the battery pack, motor control, and drive units for water resistance in two ways. First, we put thousands of testing miles on our prototype boards in a variety of road conditions. Second, we had an independent lab test the board and its key components against the widely accepted IPX5 (ingress protection) standards for water resistance. This standard is specifically intended to test against the spray-and-splash conditions that may be encountered with this type of product. At the time, we had concluded this was the right combination of tests to verify the board could be operated in wet conditions without damaging the subsystems.

As part of our investigation into the battery, we implemented a stricter and more comprehensive set of tests that better simulate the toughest real-world riding conditions. This new set of tests helped us verify that the improvements we’ve made to the battery pack materials and manufacturing process will better prevent water ingress into the pack.

However, when subjecting the board to this more rigorous set of tests, we discovered that after prolonged and repeated exposure to water, the board’s subsystems can be compromised in a way that affects rider safety, and that the IP standard for water resistance is not a sufficient test in these conditions. As a result, we are no longer marketing the 2nd generation board as water resistant and strongly recommend against riding in water or wet environments.

This will be a disappointment to many riders who were looking forward to riding a water-resistant board, especially after their orders were delayed. We’d like nothing more than to deliver what we promised, but we need to keep rider safety first and be honest about our product’s performance. We’re sorry and we’ll do better.

Our 1st generation riders have been enjoying their boards for millions of miles without water resistance, and we’re confident that our 2nd generation riders will too. For anyone who wishes to return their board or cancel their reservation for any reason, we will of course honor our money-back guarantee and offer a full refund.

$200 Credit at Boostedboards.com
For everyone who keeps their board past the 30-day return window, we will offer a $200 credit toward future purchases at boostedboards.com. This is a small way of saying thank you to all the riders who continue to trust and support us despite the delay in shipping and change in water resistance. Riders can use this for service kits, accessories, and other products to keep their boards in great shape for years and thousands of miles to come.

Updated Shipping Schedule for all Dual+ and Dual customers in North America
Now on to brighter news. We have an updated shipping schedule for many of you.

Customers Who Paid in Full, Awaiting Shipment
For those of you who paid for a board but have not yet received it, we will begin shipping Dual+ on February 20th and Dual on March 20th, after we have had time to replace a majority of current battery packs out in the field. We will ship boards in the order in which we received final payment.

If you cancelled your order and received a refund, you will have until January 27th to replace your order and keep your spot in the queue. We will send you a separate email shortly with instructions on how to reorder your board.

Existing Reservations
We will begin shipping out boards for new orders on March 27th. We will send out order confirmation emails a few weeks before your board is ready to ship, starting the week of March 6th.

For a detailed schedule for all groups mentioned above, please visit our Support Page.

International, Single, and Extended Range Pack
We will have an update for you by the end of January. Given the current situation, we have had to focus on requalifying the manufacturing process for battery production, which has impacted the rest of the product roadmap.

We are humbled by the support and good wishes that we have received from our community during a tough past couple of months. We hope you know that more than anything, we’re committed to delivering a board that meets your high expectations of Boosted. Thank you for supporting us and giving us the chance to do so.

Sanjay

Updated Shipping Schedules

Over the past few weeks we have finalized shipping schedules for all North American customers who have ordered or reserved Dual+ or Dual boards. We will do our best to accelerate this schedule and will provide updates as they become available.

Current 2nd Generation Board Owners
We will start shipping replacement batteries immediately. Once you have submitted the online Battery Pack Replacement form, and we have verified the information, we will send you an email indicating an expected ship date for your replacement battery pack. We will ship battery packs based on the date we verify your submission, so the sooner you complete the process, the sooner we will ship your replacement battery pack.

Dual+ Customers Who Paid in Full, Awaiting Shipment
For those of you who paid for a board but have not yet received it, we will begin shipping Dual+ on February 20th after we have had time to replace a majority of current battery packs out in the field. We will ship boards in the order in which we received final payment. About two weeks before we ship your board, we will send you an email confirming your shipping address.

Dual+ Customers Paid  Order Confirmation Email Shipping Confirmation Email
Before October 12 2/6 2/20
October 13 2/13 2/27
October 13 – 20 2/21 3/6
October 20 – 22 2/28 3/13
October 23 – 28 3/6 3/20
October 29 – November 3/13 3/27

Dual Customers Who Paid in Full, Awaiting Shipment
Your boards will ship the week of 3/20. We will send you a confirmation email on 3/6.

Dual+ and Dual Reservation Holders, US and Canada
A few weeks before your board is ready to ship, we will send an order confirmation email to collect the remaining balance and finalize your shipping information.

Reservations Made for Dual+ Order Confirmation Email Shipping Confirmation Email
July 27 – August 8 3/6 3/27
August 9 – October 6 3/13 4/3
October 7 – November 9 3/20 4/10
November 10 – present 3/27 4/17
Reservations Made for Dual Order Confirmation Email Shipping Confirmation Email
May 19 – May 29 3/6 3/27
May 30 – June 19 3/13 4/3
June 20 – July 13 3/20 4/10
July 14 – August 15 3/27 4/17
August 16 – November 17 4/3 4/24
November 18 – present 4/10 5/1

International, Single, and Extended Range Pack
We will have an update for you by the end of January. Given the current situation, we’ve had to focus on re-qualifying the manufacturing process for battery production, which has impacted the rest of the product roadmap.

1/6 UPDATE

Happy New Year. We are unfortunately still waiting day-to-day on approval from one remaining team, so we can’t share our schedule just yet. However, we’re pleased to report that our battery production is continuing on schedule and we expect to resume shipping this month.

For existing riders, please continue not to use your board for now. For international and Single reservations, we still plan to provide a schedule shortly after we publish the schedule for US and Canada Dual and Dual+ customers.

-Sanjay

12/30 Update

Everyone, we’ve got some fantastic news and some bad news.

Let’s start with the bad news. We can’t publish our shipping schedule today. All teams internal and external to Boosted have given their approval – except for one. Since that team can request changes that affect our schedule, we can’t publish anything without their ok. So while we had hoped to share our shipping schedule with you today, we need just a bit longer to get final sign off.

The fantastic news is that we have restarted production of battery packs. The first ones passed through our line on Thursday of last week and have continued through this week. This is due to some incredible work from the engineering and operations teams through their holidays. Our production line is now running and our team is focused on ramping speed and training the assembly team to build battery packs as fast as possible while still passing our new and significantly stricter quality testing.

We’d like to wish everyone Happy New Year, and we’re looking forward to sharing the schedule with you as soon as we get the last approval. We’ll keep you posted next week.

Sanjay

12/23 Update

We’re still making good progress towards sharing a resolution for current 2nd gen board owners. This week the engineering and ops teams have been hard at work finalizing a manufacturing line optimization plan as we prepare to resume production.  We’ll publish a detailed schedule once all responsible teams have signed off.  Look for an update here by the end of next week.  In the meantime, everyone here at Boosted wishes you a happy holiday weekend.