For technical issues that would require an expert diagnosis, the service and warranty process is easy to follow.
Step 1: Share the problem/ issue with us
You can report the issue directly via our website, phone, or Messenger.
Then a dedicated account manager will help you through the entire process. Our Customer Care Team are usually the ones who take reports and they are available 7 days a week from 8am – 8pm. Our response time is Instant for reports given within 8am – 8pm. But, as a general rule of thumb, we guarantee a 24-hour response time to make sure we have the full scope of your concern taken seriously.
Step 2: We Troubleshoot Known Issues
About 50% of the time, the issue with your unit can be fixed remotely.
If some parts need to be replaced, depending on the warranty coverage and cause of need, we will ship them to you immediately.
If the issue requires specialists to further assess the motor, battery, and motherboard, we will need the physical unit to be here in our service center. We can arrange for the pick-up and drop off of the e-bike or e-scooter ourselves or you can drop it off in our main showroom.
Simply bring your unit and we’ll handle the rest!
Step 3: Timelines, Diagnosis, and Solution
After receiving the unit, we will communicate directly regarding the time needed for the repair or maintenance and what specific calibrations we will do to your electric bike or scooter.
Then the Service Team Specialist will declare a timeline wherein the required activities will be done. Once the issue is resolved, you can either pick-up the item or we can also arrange for the shipping of the item to your location.
Why does it seem we can fix anything?
It’s because we are also manufacturers at the same time being distributors. This is one of our unique points when it comes to selling.
Most of the components related to natural wear and tear we already have in stock. So the repairs are almost always done in a smooth fashion. This includes both mechanical parts such as the brakes, gearing, derailleur plus electrical parts such as the motor, battery and controller.
99% of the time it’s an easy swap-and-go situation.
Even though you have no technical knowledge of our e-bike and scooter yet, through using and maintaining it, we are sure you’ll come around to knowing each part of your unit; because it’s easy to absorb once you’re already using it on a daily basis.
The fact that 99% of our customers buy from us online is proof that our strategy in selling and after-sales is truly something you can take confidence in. If that is not enough, our showroom is always open for you to test drive any unit you want and purchase on the spot!
Do you have a dedicated Service Center?
Yes. All of our current service centers are in-house, usually in our showrooms or branches. There is an option we’re planning to partner with local bike and scooter shops, but that is still in development.