Step 1: You Report
Report the issue via our website or by phone. A Dedicated Account Manager will work with you to guide you through the process. We have customer service agents available 7 days a week. We also guarantee a 24-hour response time to make sure that you never have to wait more than a day for a response.
Step 2: We Troubleshoot
We will first troubleshoot the issue remotely. If any spare parts are needed, we will ship them out at no charge to you. If the issue requires professional work, we will locate a bike shop near you that will be able to service the bike. We’ll even make the arrangements for you to drop off the bike. All you have to do is bring your bike into the shop, and we’ll handle the rest!
Step 3: We Coordinate a Solution
You drop off the bike at the shop and then we communicate directly with the mechanics there. Your EVELO Account Manager will work with the shop to analyze the issue and guide them through the repair. If any spare parts are needed, we will ship them directly to you or the shop at no charge to you. Once the issue is resolved, you will be notified via email or phone. All you have to do then is simply pick up the bike at your convenience!
Why does this work so well?
Most of the mechanical components on EVELO bikes are standard bicycle components — the brakes, gearing, derailleur, and so on. As for the electrical components — the motor, battery and controller — we have built them with a swap-and-go approach in mind, which means that a service shop simply needs to take off and replace a part. Our components are engineered in such a way that virtually any bike shop can handle troubleshooting and fixing of a problem.
Even though you may be buying the bike online, you’ll find that with us, local support is never more than an email or a phone call away.
The fact that 98% of our customers buy from us directly online, and we ship out bikes all over the United States, actually enables us to provide better control quality and arrange for service to customers wherever they are — whether there is an electric bike shop near them or not.
Do you have Service Centers?
We work with hundreds of bike shops around the country to handle service issues for our customers. Our network of recommended shops means that typically a shop that will work on your EVELO electric bike is located within just a few miles of where you live.
In addition, our customer service team is Light Electric Vehicle Association (LEVA) certified and can assist your local bike mechanic with any questions.
I’m still not sure. How do other customers feel about this?
We encourage you to take a look at our customer reviews and ratings from the Better Business Bureau. We take long term technical support and customer service seriously, even after your 4 year warranty expires.