Where do I go if I need service/support?

Afraid of buying ebikes online? Worried about aftersales support?

This is a common concern for existing and would-be customers. Therefore, we would like to publicize our comprehensive workflow to assure our customers that we have a system in place to ensure that everyone will be taken care of.

Full disclosure: Our company’s strategy involves utilizing a direct-to-consumer business model to reduce operational costs (like rental and overheads). This is the only sustainable way for us to offer high-quality products at low prices. With this in mind, for our prices to remain competitive, we will not be able to set up service centers across the States. However, do rest assured that we remain committed to our business and customers, and will not hide behind a screen when our customers need help. We work hard to understand our customers’ concerns, and address them accordingly. Kindly read on, and allow us to prove our commitment to you.

What if I need technical support? 

Facing technical issues? Not to worry, we’re always here to help.

Snapcycle promises timely responses to all our customers.

If you have any questions or otherwise require assistance, please call us at (415) 888-9135 or email us at support@snapcycle.com . If all our agents are occupied, you can leave us a voicemail and our agents will get back to you once they’re available.

If you are contacting us via email, the following information will be required for our customer care team to better assist you with your enquiries:

1. Your name and order number
2. The issues you’re facing with your bike, and clear pictures of the faulty components (if identifiable)
3. Your preferred timing for a video call *

*e.g. Google Meet, Zoom, FaceTime, WhatsApp; please provide us with a phone number if needed

When you face an issue with your ebike, the fault most likely lies with your bike’s electrical or mechanical components. Maybe both. If you are able to identify the issues on your end, that would streamline the process and enable us to provide assistance much more efficiently. Otherwise, we will be more than happy to figure it out with you via a video call. To find out how the process works, kindly refer to Snapcycle’s standard workflow for technical support enquiries below.

Snapcycle’s Technical Support Workflow

1. First, we will review the information you provide to us via phone call / email.  If the issue you’ve raised can be easily resolved (e.g. operational enquiries), we will be able to provide an answer within one business day. If it’s a complicated one that requires intervention or troubleshooting, we will schedule a video call with you (based on the availability you have indicated), to provide you with remote technical support.
   
   
2. Once our technical team diagnoses the issue via video call, and therefore which component(s) may have been compromised, we will determine if the component(s) require replacement or simple adjustment. In the event a replacement is warranted, we will deliver it directly to your doorstep. This will all be done free of charge, provided the component is covered under warranty.
   
   
3. When the new component arrives, we will require your assistance to complete the replacement.
   
   
4. For the replacement/adjustment of-

• • Electrical components: You can easily replace it on your own. Rest assured that all our electric components are joined by waterproof connectors, which will allow you to easily dis/connect any component without the need to meddle with wiring or terminals. If further support is required, we can initiate a video call to guide you along.
    
    
  • Mechanical components: We would suggest that you bring it down to a LBS (local bike shop) to get it fixed or adjusted. Apart from the battery, controller, motor, LCD screen, sensors and lights, it is pretty much a regular bicycle. If you have experience repairing/adjusting regular bicycles at home, and are able to complete the adjustment/replacement on your own, more power to you! Again, if further support is required, we can initiate a video call to guide you along.

In addition to the above, we will prepare step-by-step video guides that clearly explain how you may fix common issues on your own. We’ll build on our stash of technical self-help videos with feedback from the community, so stay tuned for more updates on our Youtube channel!

Finally, if your area is a little out of the way, or you can’t find the time/bike shops near you, and say, you can’t fix it yourself even with the help of our video guides and remote assistance, we have another suggestion for you. Snapcycle is partnered with Velotooler to ensure that our customers get the technical support they need, regardless of their location and skill level/expertise with ebikes. Velotooler has thousands of skilled bicycle and ebike technicians across the States, whose services can be booked with the tap of a button. We will provide you with a link through which you can book a mechanic’s services, and they’ll come right to your doorstep to fix your ebike for you. At a later date, we will also be integrating the Velotooler widget into our website to make it even more convenient and visible.

So much talk. But surely you guys don’t care after you’ve made the sale, right?

At Snapcycle, we understand that maintaining a good relationship with our customers is paramount to our long-term success as a company. These days, and especially in the ebike industry, a company must distinguish itself through excellent service standards, whether pre or post sales. As such, Snapcycle has a dedicated and responsive after-sales service team that aims to resolve all issues and enquiries in a helpful and timely manner. For further enquiries, please reach out to us at support@snapcycle.com or (415) 888-9135 ; we want everyone to be taken care of in a fair and timely manner, and therefore pledge to respond to our customers within one business day.

Thank you for giving us a chance to serve you.