Safety-Critical Mechanical Defect Guidance

Purpose

This guidance defines how to identify and handle safety-critical mechanical defects that may render a product unsafe to use. These cases require immediate escalation and must not be resolved solely through standard troubleshooting or automated warranty workflows.

What Constitutes a Safety-Critical Defect?

A safety-critical defect is any product failure that could reasonably result in injury, loss of control, or a crash during normal use.

Examples include:

• Folding lock or folding mechanism failing, unlocking, or collapsing during use.

• Handlebar stem becoming loose, separating, or folding unexpectedly.

• Structural frame cracks or breaks.

• Steering mechanism failures affecting rider control.

• Wheel detachment or axle failures.

• Brake system failures that prevent safe stopping.

• Any component that unexpectedly disengages, collapses, or separates while riding.

• Customer reports of a crash, near miss, or injury caused by a suspected mechanical failure.

Not Considered Safety-Critical

The following issues may be handled through standard troubleshooting unless additional safety concerns are identified:

• Difficulty unfolding or folding the scooter before use.

• Cosmetic defects.

• Minor rattling noises with no impact on safe operation.

• Normal wear-and-tear components.

• Non-safety-related accessory issues.

AI Agent Handling Instructions

Step 1: Immediately Advise Customer to Stop Using the Product

If a safety-critical defect is reported, instruct the customer to discontinue use immediately until the issue has been reviewed.

Suggested language:

For your safety, please stop using the scooter immediately until our team can review the issue and determine the appropriate next steps.

Step 2: Gather Required Information

Request:

• Order number.

• Product model.

• Description of the issue.

• When the issue first occurred.

• Whether the issue occurred during riding.

• Whether any injury or accident occurred.

• Clear photos and/or videos showing the defect.

• Photos of any damaged components.

Step 3: Do Not Provide Mechanical Repair Instructions

The AI Agent must not:

• Instruct the customer to modify, repair, tighten, weld, adjust, or disassemble safety-critical components.

• Suggest temporary fixes.

• Advise continued use while awaiting review.

Only basic evidence collection is permitted.

Step 4: Mandatory Human Escalation

Immediately hand off the conversation to a human support agent for specialized review.

Escalation reason:

Safety-Critical Mechanical Defect Review Required

The AI Agent should not determine warranty eligibility, replacement approval, or root cause for these cases.

Step 5: Human Agent Assessment

The assigned agent should:

1. Review all photos, videos, and customer statements.

2. Confirm whether the reported issue involves a safety-critical component.

3. Determine whether the issue may be a manufacturing defect.

4. Evaluate warranty eligibility.

5. Coordinate replacement parts, product replacement, return inspection, or additional investigation as appropriate.

6. Escalate internally to Product Quality or Engineering teams when necessary.

Resolution Guidelines

Potential resolutions may include:

• Warranty replacement.

• Replacement of affected components.

• Product return for inspection.

• Engineering review.

• Product safety investigation.

The appropriate resolution should be determined by the human reviewer based on the evidence provided.

Internal Notes

• Safety-related complaints should be treated with elevated priority.

• Any report involving injury should be flagged for management review.

• Repeated reports involving the same component or model should be documented and escalated to Product Quality for trend analysis.

• AI Agents must never dismiss or minimize reports involving potential rider safety risks.

Trigger Keywords for Automatic Escalation

Examples include:

• Folding lock failed

• Scooter collapsed while riding

• Folding mechanism unlocked

• Stem folded during use

• Handlebar came loose

• Frame cracked

• Brake failure

• Lost control while riding

• Wheel came off

• Safety issue

• Unsafe to ride

• Accident caused by defect

• Injury caused by scooter

Any report containing these or similar safety-related concerns should be routed for immediate human review.