What is the process for service or repair on my Electric Rider Product?
We understand that when you buy directly through an online store that you may have concerns about how warranty or post warranty service requirements will be handled. You can be assured that we pride ourselves in our exceptional customer service which will continue for years after your purchase.
SO HERE IS HOW WE MANAGE THIS…
EASY MAINTENANCE DESIGNThe first point to note about E Rider Bikes is that the majority of the mechanical components on E Rider Electric Bikes are all good quality branded standard bicycle components. These include Items like the Shimano Gears, Tektro brakes etc. In terms of the more specialised electrical components — the motor, battery and controller — they have been built with a plug and play approach in mind, which means that a service professional simply needs to remove the old part and plug a new one back in. This approach ensures that almost any good bike shop or other professional service person can handle troubleshooting and fixing of any problem. Ninebot Segway and Teamgee products are mostly plug and play components but again the above applies to these products also.
ELECTRIC RIDER EXCEPTIONAL SERVICEEven though you may be buying your Electric Rider product online, you’ll find that with us, local support is never more than an email or a phone call away. If you experience any sort of technical issue, we are generally available Mon through Sat to take your call however if for some reason we cannot, we guarantee to get back to you by the next business day. Our objective is to have you out riding and enjoying the benefits of your Electric Rider Product ASAP.
ELECTRIC RIDER SERVICE SUPPORT CENTRES
We will work with you to identify a local preferred service partner and we will arrange to have them look after you and guide them through the process as required.Once again, whatever it takes to get you back out and riding as soon as possible.
SO, IF YOU HAVE A PROBLEM WHAT DO YOU DO?In the event that a fault does arise then we have a simple and effective process.
Contact Electric Rider directly via either email or phone with a detailed and accurate description of the fault and/or symptoms being experienced to assist us in efficiently diagnosing the problem.
Once reported, we will contact you to clarify the problem and work with us through the troubleshooting process to help us develop a resolution plan. This may include the supply of photos or other supporting information to assist diagnosis.
Where practical we may ask you to assist in replacing faulty parts. If however this is not practical and the product requires more professional attention, we will then work with you to arrange an appointment at a local bike shop or other appropriate service supplier to investigate and resolve the issue. In the case of no suitable service agent being available, Electric Rider will work with customer to arrange shipping of relevant parts to an official Electric Rider service centre for repair.