September 26, 2003

Dear Segway HT Owner:
Segway LLC, in cooperation with the U.S. Consumer Product Safety Commission (CPSC), is voluntarily recalling your Segway HT(s) to install revised software. All Segway HT owners should call xxx-xxx-9020 (toll-free) between 8 a.m. – 8 p.m. ET Monday through Friday for information on how to receive your free software upgrade.

Under certain operating conditions, particularly when the batteries are near the end of charge, some Segway HTs may not deliver enough power, allowing the rider to fall. This can happen if the rider speeds up abruptly, encounters an obstacle, or continues to ride after receiving a low-battery alert.

As an owner, you should be familiar with the “speed limiter” function of your Segway HT and how it tilts the machine back to encourage you to slow down. In some machines, there may be insufficient power under certain operating conditions to move the handlebar back, which means you could fall forward. Segway LLC has received three reports of falls that may be related to this condition, including one report of a consumer who sustained a head injury requiring stitches.

The software upgrade (version 12.0) incorporates enhancements to monitor available power in your Segway HT. In the event that your Segway HT’s power capability does degrade, this software will detect it and notify you using the speed limiter, stick shake, and if necessary, safety shutdown. Because your safety is our highest priority, we recommend that you get your upgrade as soon as possible, even if you have not experienced any problems.

We would like to re-emphasize the importance of safe riding practices, as described in your Safety Video and Riders’ Guide. These practices are essential to your safety. Please remember:

Respect the speed limiter. Leave a gap between your body and the handlebar.
Ride gently. Aggressive starts and stops increase your chance of falling.
If you receive a low-battery alert, discontinue riding and fully charge your HT according to your Reference Manual. Do not restart and attempt to ride, even if the battery gauge does not appear empty after the restart.
Find a comfortable helmet, adjust it properly, and wear it whenever you ride.
If you no longer own your Segway HT, we ask that you call us with contact information for the new owner so we can inform them of this important recall.

We apologize for any inconvenience created by the software upgrade process and will do our best to make it as simple as possible.


J. Douglas Field
Chief Operating Officer
Segway LLC
286 Commercial Street
Manchester, NH 03101