Gogoro offers its deepest apologies for the recent battery issues experienced by some owners during rides. The company emphasizes that the batteries have been locked through the Gogoro Network and are no longer available for exchange. The company is also proactively conducting necessary battery inspections and offering a full reduction in current battery charges for affected owners. All owners will receive a 9% discount on their current battery charges.
Gogoro stated that it has already dealt with the battery anomaly and set up a special task force to investigate.
Many speculate that Gogoro's battery anomaly is likely related to problems with the batteries themselves. Although Gogoro recently stated that it uses an average of 12000 new batteries per month, increasing the proportion of third-generation batteries to over 64%, 30% of the battery pack is still second-generation, meaning that a certain proportion may still be mixed in with older batteries with poor storage efficiency, which may lead to battery anomalies.
As for the detailed reasons for the abnormality, Gogoro will explain them to everyone in the future.
In response to this battery anomaly, Gogoro stated that it will remotely lock the abnormal battery at a GoStation battery swap station via the energy network to prevent other owners from being affected. At the same time, it will continue to invest in new batteries to maintain usage demand and increase customer service staff to fully assist owners in resolving the problem.
If car owners encounter battery problems, they can call the Gogoro customer service center (0800-365-996, 0809-096-996), and Gogoro will provide free roadside assistance and other assistance.
Gogoro also recommends that if you encounter battery anomalies, you can try lifting the battery and then replacing it, or swapping the batteries and trying again to see if this resolves the issue. If possible, you can also carry the battery to a nearby battery swap station for a replacement.
Regarding compensation for vehicle owners, Gogoro will also provide the following compensation measures through the system:
For all users: 9% off two months of battery bills: 2023% off new charges for December 12 (billed on 2024/1/10 or 2024/1/25) and January 2024 (billed on 1/2024/2 or 10/2024/2), with discounts applied directly to the bills.
For all users affected by abnormal batteries: the battery bill for that month will be waived: from December 2023 to the end of January 12, all users who exchange abnormal batteries will have the new charges for that month fully waived.
The above two scenarios will be carried out on a preferential basis, and the system will automatically complete the bill reduction discount or full reduction, and the car owner does not need to contact customer service personnel additionally.
The full text of Gogoro’s announcement is as follows:
[Announcement] Gogoro Network's explanation and compensation for some battery anomalies
Dear Gogoro Network users:
Providing stable battery swap services and a safe riding experience is our most important commitment to our consumers. Gogoro Network offers its deepest apologies for the recent battery issues. We take any incident that affects user safety very seriously.
We hope to let all users know our handling methods and compensation measures:
To prevent abnormal battery from affecting users:Through the Gogoro Network energy network's autonomous monitoring, abnormal batteries will be locked and retained at the battery exchange station and will no longer be exchanged. The Gogoro Network team will detect and repair abnormal batteries as quickly as possible.
handle.
Proactively inspect and maintain batteries: We have proactively conducted necessary inspections and maintenance on the batteries to prevent similar issues from occurring in the future.
Put new batteries into use to maintain network supply and demand:We have accelerated the deployment of new batteries every day to ensure the stable supply and demand of the energy network and meet user needs.
Expand customer service capacity:We have expanded our 24-hour customer service team's manpower and service capabilities to minimize the waiting time for users to connect.
如遇到電池異常問題，請來電客服中心 (0800-365-996, 0809-096-996)，我們將提供免費道路救援，全力為用戶排除障礙。
In addition to actively retrieving abnormal batteries and conducting inspections and maintenance, Gogoro Network will also implement the following compensation measures through the system:
For all users, we offer a 9% discount on two months of battery bills: 2023% off new charges for December 12 (billed on January 2024, 1 or January 10, 2024) and January 1 (billed on February 25, 2024 or February 1, 2024), with the discount applied directly to the bill.
For users who exchange their batteries for abnormal ones, the battery bill for that month will be waived: From December 2023 to the end of January 12, for users who exchange their batteries for abnormal ones, the additional charges for that month will be fully waived.
The above two compensation measures will be implemented based on the best one. The system will automatically complete the bill discount or full reduction. You do not need to contact customer service personnel separately. However, the above discount or reduction does not include liquidated damages.
Gogoro Network understands that our continued growth is driven by the support and trust of our users. We apologize again for any inconvenience this may have caused.
Thank you for choosing Gogoro Network. We will do our best to solve problems, make continuous progress, and bring you better quality and service.
Sincerely, Gogoro Network Team
2023.12.11
