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.

Read details here.

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