Faulty new e-bike advice
Discussion
I took delivery of my Cube E-bike in early Jan. on the second ride it developed a clicking sound.
After some communication back and forth,Dealer agreed to look at it and they received it back via courier approx 4 weeks after fault first reported.
Dealer has had it for 2 weeks now and are waiting on Bosch to authorise repair/replacement.
I don’t want this to drag on much longer and I’m wondering where I stand with regard to whether I have to sit and wait for repairs to be carried out or whether I am able to request a replacement bike due to the fact it is so new and I’ve only been able to ride it twice.
After some communication back and forth,Dealer agreed to look at it and they received it back via courier approx 4 weeks after fault first reported.
Dealer has had it for 2 weeks now and are waiting on Bosch to authorise repair/replacement.
I don’t want this to drag on much longer and I’m wondering where I stand with regard to whether I have to sit and wait for repairs to be carried out or whether I am able to request a replacement bike due to the fact it is so new and I’ve only been able to ride it twice.
I have had numerous needs for this.
Boisch, when pushed, have been very swift at times.
Agreed in a couple of days, motor exchange approved, and fitted a few days later.
You need to push this a little harder with the Bike shop to get an answer. Are they an authorised Bosch repair centre? If not, suggest you tell them to act or you take it to one.
I have also had success with direct comms:
I spoke to a helpful chap : 020 3684 4877, Gareth, albeit some time ago.
Boisch, when pushed, have been very swift at times.
Agreed in a couple of days, motor exchange approved, and fitted a few days later.
You need to push this a little harder with the Bike shop to get an answer. Are they an authorised Bosch repair centre? If not, suggest you tell them to act or you take it to one.
I have also had success with direct comms:
I spoke to a helpful chap : 020 3684 4877, Gareth, albeit some time ago.
HenryV1415 said:
An E bike is definitely not something to buy on mail order, they usually have something g that goes wrong and being in the shop is way better than being at the end of an email.
This. I also have a Cube e-bike that went very wrong within a few weeks of purchase. I was close enough to take it to the dealer and it was fixed in a few days.24lemons said:
Annoyingly the shop says they have replaced the motor but it hasn’t solved the issue. They are now waiting for a Bosch rep to visit. Where do I stand regards asking for an exchange or refund?
If not the motor (including cranks and bottom bracket in essence) it is the regular drivetrain, and they have not picked up on it?Maybe more of a concern
Has the Bosch diagnosis software they have not uncovered any error codes?
All together, sounds unconvincing service.
Edited by PushedDover on Friday 14th March 16:32
HenryV1415 said:
An E bike is definitely not something to buy on mail order, they usually have something g that goes wrong and being in the shop is way better than being at the end of an email.
I made this mistake buying a haibike online - the major arse was that it was .co.uk address but it was actually a German site - bikester. Bike was just coming to end of warranty and it died. Got in touch with bikester and they told me to sort in UK, pay for diagnostics etc. all a real faff. Nobody in the UK (Raleigh) would help, and by this time the warranty (two years) ran out.
Eventually I got Bikester to arrange to collect the bike using UPS to their courier in the uk to return to Germany for repair. All carefully packed up, photos including a photo of the ups driver with it in the back of his brown van.
Off the bike went.
A few weeks later I’d heard nothing. So I contacted bikester - email only, I might add. We haven’t got your bike, they said
A bit of to-ing and fro-ing - good thing I had pics and receipts etc. Upshot was they refunded me the new purchase price of the bike
A bit of a result as I do batter my MTBs a bit. Upshot is: careful if you buy online. Not all are equal - my current eMTB is a Canyon (mail order only, but they do have UK offices and I think a showroom) and their UK support is excellent and 100% I would buy again.
It is financed with v12 and I left a deposit.
Latest update as of this evening;
“We have received your new motor and fit this to the bike, after test riding I have noticed a slight creak to still be emanating from the bike. Our BOSCH rep has spoken with one of our members of staff advising that the issue could be caused by the bushings in-between the mounting bolts and the frame, due to this our BOSCH rep will be coming in next week to look into the cause of this creak and potentially replace these bushings.
This our first time working on the new system and our rep will help us to ensure everything is assembled in the correct fashion ensuring no issue returns.
My colleague has left me a note mentioning a possible return of the bike, I apologise but at this stage we would not look to return the bike as it has been ridden and as a bike shop we reserve the right to repair the bike before looking into a possible return. We at this stage would look to repair the bike and return it to you in full working condition.
I will contact you as soon as our rep has been in to assess the bike and found a further solution.”
Latest update as of this evening;
“We have received your new motor and fit this to the bike, after test riding I have noticed a slight creak to still be emanating from the bike. Our BOSCH rep has spoken with one of our members of staff advising that the issue could be caused by the bushings in-between the mounting bolts and the frame, due to this our BOSCH rep will be coming in next week to look into the cause of this creak and potentially replace these bushings.
This our first time working on the new system and our rep will help us to ensure everything is assembled in the correct fashion ensuring no issue returns.
My colleague has left me a note mentioning a possible return of the bike, I apologise but at this stage we would not look to return the bike as it has been ridden and as a bike shop we reserve the right to repair the bike before looking into a possible return. We at this stage would look to repair the bike and return it to you in full working condition.
I will contact you as soon as our rep has been in to assess the bike and found a further solution.”
Gassing Station | Pedal Powered | Top of Page | What's New | My Stuff