Behind the scenes

Scooters and smart rings among products most likely to break down under warranty

26/3/2025

Translation: Katherine Martin

Recent figures show that e-scooters, smart rings, hoverboards, coffee machines and robot vacuum cleaners are particularly likely to break down before their warranty is up. Having published their warranty and return rates, Galaxus and Digitec explain the reasons behind the trend.

Every warranty claim is a disappointment. It doesn’t matter whether it’s a household appliance, an item of clothing or a piece of sports equipment – if you’ve spent money on a product, you expect it to fulfil its purpose. Even if the manufacturer or retailer resolves a product problem without a fuss, the situation often leaves you with a bitter taste in your mouth. This might be down to the time it takes to solve the issue, or the fact you’re left without your product while your warranty claim is being processed.

That’s why Galaxus and Digitec began disclosing warranty scores for the products in its range at the beginning of 2023.

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An analysis of the data collected between February 2023 and March 2025 has now revealed that, on average, just under one in 200 products purchased on Galaxus or Digitec turns into a warranty claim within the standard two-year warranty period. The exact figure is 0.48 per cent. However, not all product categories experience the same number of warranty-covered product breakdowns. Household appliances are particularly troublesome, with one in every 100 products going on to become a warranty claim. The next most problematic products are mobile phones and mobile devices such as smart watches and tablets, followed by consumer electronics and IT products. Each of these categories has a warranty rate of about 0.8 per cent.

When you look at the data, a simple pattern emerges; the more technology is in a product, the more prone it is to defects. Products with moving parts or those that come into contact with liquids are also more likely to generate warranty claims. With this in mind, it stands to reason that packets of gummy bears, ballpoint pens, lipsticks and books hardly ever do.

In stark contrast, almost seven in 100 e-scooters turn into warranty claims within two years, as do six in 100 smart rings and five in 100 hoverboards. Coffee machines (fully automatic machines and portafilters), whirlpools and 3D printers also rank among the worst offenders.

E-scooters: death by cobblestone

Bonke Bruhn, one of the Category Managers responsible for the e-mobility range on Galaxus and Digitec, says the main reason e-scooters and hoverboards generate more warranty claims is that they’re used on surfaces they’re not built for: «Gravel roads, cobblestones, mud, grass and sand are deadly for e-scooters and hoverboards.» He continues: «With that in mind, I don’t think the number of warranty claims will ever go down. These products contain a lot of technology, are exposed to the elements and have a lot of wear-and-tear elements.»

What’s more, very few people know how to maintain the devices properly. «On top of all that, a lot of people ride them as if they’ve activated a Star in Mario Kart.» Although e-scooters usually have a maximum weight limit of 100–120 kilogrammes, they’re often boarded by two riders at once. «If the weight limit is exceeded, the engine, frame and suspension suffer,» Bonke says. Although doing this would void warranty, it’s almost impossible to prove. As a result, manufacturers generally give customers the benefit of the doubt.

Teething problems with first-gen smart rings

Smart rings generate the second-highest percentage of warranty claims. The gadgets are equipped with sensors for measuring indicators such as heart rate, step count and sleep quality, and some can even be used to make contactless payments, just like with a smartphone.

«When it comes to smart rings, we’re talking about first-generation products,» says Andrea Fricke, one of the Category Managers responsible for the mobile range at Galaxus. «We started stocking them in May 2024.» Andrea expects the warranty claim situation to change soon: «Until last December, Ultrahuman rings had problems with their battery, as well as issues connecting to smartphones via Bluetooth. The manufacturer says these problems have been rectified, so we should see a reduced number of warranty claims.» She also notes that the fourth generation of rings from Oura, the most established smart ring manufacturer, are now available on Galaxus and Digitec.

Limescale is a coffee maker’s worst enemy

Category Development Manager Dominic Espinoza Yengle says limescale is the main culprit when it comes to defective coffee machines: «If you don’t descale and rinse them out, fully automatic machines and portafilter machines will produce less and less coffee over time.» The taste of the coffee might also change as a result. Once again, user error is often the driver behind the high percentage of warranty claims. Manufacturers and their service centres, however, often turn a blind eye. «Mind you, that’s not always the case. If you send back a machine full of limescale as a warranty claim, you should expect to pay for the repair.»

On top of this, coffee machines are often used daily, if not several times a day. This creates a lot of wear and tear on the pumps, valves and grinders inside them. Cheaper machines also contain parts with a shorter service life.

When the whirlpool becomes a damp squib

Whirlpools have a high incidence of warranty claims. This is partly down to the heavy strain placed on them by water and air jet pumps running at high pressure, often for long periods of time. The products also have numerous connection points (hoses, pipes and nozzles) that can quickly become porous or leaky due to water, heat and chemicals, says Portfolio Development Manager Irina Ignatova. As for inflatable – and suitably budget-friendly – whirlpools, the plastic can become brittle and crack due to constant strain and sunlight.

Constant moisture can occasionally cause electronic control units and displays to short-circuit or malfunction too. As is the case with coffee machines, hard water leads to limescale deposits in the pipes, pumps and heating systems, which shortens their service life.

Non-brand filaments play havoc with 3D printers

3D printers prove tricky too. In fact, 4.46 per cent of them break down during their two-year warranty period. «The more technology is present in a device, the more things there are that could break,» says Category Business Manager Tom Cikursch. «3D printers contain many moving parts, they have to withstand major temperature fluctuations and vibrations and the filament can get jammed – especially if it’s a cheap, non-brand material.»

Robot vacuum cleaners prone to choking on hair

As Galaxus editor Simon Balissat discovered on a visit to iRobot’s Swiss service centre, the number one fault with robot vacuum cleaners comes down to a lack of cleaning. In his article, Simon reports that hair wrapped around a vacuum’s brush or wheels, as well as poorly cleaned contacts on the robot or charging station, account for the largest proportion of warranty claims. If a contact is dirty, the robot won’t charge. Plus, if the brushes or wheels get blocked, it can damage the motor.

Although apps and user manuals point out these product vulnerabilities, iRobot says customers often ignore them. Dreame, currently the largest robot vacuum cleaner brand, has confirmed as much. Even so, manufacturers and service centres tend to be accommodating – even when product defects are caused by improper use.

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Then, of course, there are cases when the robot’s technology fails. «Robot vacuum cleaners are complex devices with lidar or camera sensors and highly intelligent software. As a result, they’re many times more prone to faults than traditional vacuum cleaners,» says Sina Milanesi, whose remit includes the Galaxus and Digitec vacuum cleaner range. The percentage of warranty claims is particularly high for robot vacuum cleaners with a water tank, as limescale can clog the nozzles.

Summary: tech is susceptible to defects, maintenance is crucial

According to the data, the more tech a product contains, the more likely it is to break down during its warranty period. Devices involving numerous moving parts, electronics and liquids are most frequently affected.

Even so, these defects don’t always come down to the quality of the products themselves. Instead, it’s often improper use, lack of maintenance or unrealistic expectations that shorten an item’s service life. Limescale clogs coffee machines, e-scooters fare badly on gravel roads and robot vacuum cleaners get choked up with hair. At the same time, some product categories, such as smart rings, haven’t been fully developed yet. In cases like these, warranty scores will hopefully improve with the next generation of products.

For consumers, this means many issues can be prevented by taking a conscious approach to technology. The figures published by Digitec and Galaxus also present a challenge to manufacturers and retailers to make their products more robust – or at least educate users better on proper product care and usage. After all, warranty claims don’t just represent an annoyance to customers – they also signify an environmental and financial loss.

Header image: Shutterstock

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Alex Hämmerli

Senior Public Relations Manager

Alex.Haemmerli@digitecgalaxus.ch

At Digitec and Galaxus, I’m in charge of communication with journalists and bloggers. Good stories are my passion – I am always up to date.

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