Engwe poor after sales

[Daveturbo]

Before making the decision to purchase an Engwe e-bike, I feel it's important to share my personal experience with the company and their product. I bought my Engwe e-bike in March 2023, and within a short span of time, I ran into technical issues with the bike.

When I reached out to Engwe's customer service for assistance, the response time was far from satisfactory. Although I understand that troubleshooting can be a complex process, their response took a full 24 hours each time. Moreover, I was asked to conduct a series of tests on my own, which included using a multimeter to check the battery and the charger, and then recording a video of the process to send to them.

After complying with their requirements, I had to wait another two days for their next response. The entire process has been quite frustrating and time-consuming, and it is still ongoing.

Based on my experience, I have concerns about the efficiency of Engwe's customer support, as well as the reliability of their e-bikes. As a consumer, I believe we deserve products that function as promised and customer service that is prompt and effective. Unfortunately, in my experience, Engwe has fallen short in these aspects.

While this is just my personal experience, and others may have had different ones, I feel it's essential to share it for the sake of potential customers. I advise thoroughly researching and considering other options before deciding to purchase an Engwe e-bike."

 

[Hoggdoc]

Before making the decision to purchase an Engwe e-bike, I feel it's important to share my personal experience with the company and their product. I bought my Engwe e-bike in March 2023, and within a short span of time, I ran into technical issues with the bike.

When I reached out to Engwe's customer service for assistance, the response time was far from satisfactory. Although I understand that troubleshooting can be a complex process, their response took a full 24 hours each time. Moreover, I was asked to conduct a series of tests on my own, which included using a multimeter to check the battery and the charger, and then recording a video of the process to send to them.

After complying with their requirements, I had to wait another two days for their next response. The entire process has been quite frustrating and time-consuming, and it is still ongoing.

Based on my experience, I have concerns about the efficiency of Engwe's customer support, as well as the reliability of their e-bikes. As a consumer, I believe we deserve products that function as promised and customer service that is prompt and effective. Unfortunately, in my experience, Engwe has fallen short in these aspects.

While this is just my personal experience, and others may have had different ones, I feel it's essential to share it for the sake of potential customers. I advise thoroughly researching and considering other options before deciding to purchase an Engwe e-bike."

Unfortunately this is not unusual in today's e bike market place. This happens because the overwhelming majority of the bikes on the market come from China and are sold by companies who order containers of them and dump them on the US market. These companies have no infrastructure to handle issues with the products that they sell and off load those issues to the Chinese companies the buy the product from. The delays are caused by dealing with these Chinese companies.

I'm not sure what the answer is other than avoid buying from companies with limited time in the marketplace. Other brands that have been around for a few years have had to clean up their acts and provide better after sale support. Some have even been rolling out dealerships around the country which at least give to a somewhat local place to deal with.

People need to do their homework before buying by looking at reviews and talking with owners of the e bikes they are considering buying. I watched the market for over two years before buying learning as much as I could about the technology of e bikes and their major components. If you are not willing to do that I suggest not buying.

 

[ElHegpah]

So, you have gotten several responses within 24 hours, verified voltages on a charger and a battery, with video, and got another response within 48 hours. What information did that last response contain?

Frankly, these are outstandingly rapid responses, not at all an unreasonable test to request, and with no statement from you of what the original problem was, and what their after-test response is, I can only ask if you expected them to butter your toast for you?

 

[nik]

Before making the decision to purchase an Engwe e-bike, I feel it's important to share my personal experience with the company and their product. I bought my Engwe e-bike in March 2023, and within a short span of time, I ran into technical issues with the bike.

When I reached out to Engwe's customer service for assistance, the response time was far from satisfactory. Although I understand that troubleshooting can be a complex process, their response took a full 24 hours each time. Moreover, I was asked to conduct a series of tests on my own, which included using a multimeter to check the battery and the charger, and then recording a video of the process to send to them.

After complying with their requirements, I had to wait another two days for their next response. The entire process has been quite frustrating and time-consuming, and it is still ongoing.

Based on my experience, I have concerns about the efficiency of Engwe's customer support, as well as the reliability of their e-bikes. As a consumer, I believe we deserve products that function as promised and customer service that is prompt and effective. Unfortunately, in my experience, Engwe has fallen short in these aspects.

While this is just my personal experience, and others may have had different ones, I feel it's essential to share it for the sake of potential customers. I advise thoroughly researching and considering other options before deciding to purchase an Engwe e-bike."

I couldnt agree with you more my battery failed after 6 weeks and about 2 months of emails and pictures and videos they tell me battery is fine from 68% to 7% in about 3 seconds and total milage of 15miles. But they say battery is fine.

 

[VCG]

Before making the decision to purchase an Engwe e-bike, I feel it's important to share my personal experience with the company and their product. I bought my Engwe e-bike in March 2023, and within a short span of time, I ran into technical issues with the bike.

When I reached out to Engwe's customer service for assistance, the response time was far from satisfactory. Although I understand that troubleshooting can be a complex process, their response took a full 24 hours each time. Moreover, I was asked to conduct a series of tests on my own, which included using a multimeter to check the battery and the charger, and then recording a video of the process to send to them.

After complying with their requirements, I had to wait another two days for their next response. The entire process has been quite frustrating and time-consuming, and it is still ongoing.

Based on my experience, I have concerns about the efficiency of Engwe's customer support, as well as the reliability of their e-bikes. As a consumer, I believe we deserve products that function as promised and customer service that is prompt and effective. Unfortunately, in my experience, Engwe has fallen short in these aspects.

While this is just my personal experience, and others may have had different ones, I feel it's essential to share it for the sake of potential customers. I advise thoroughly researching and considering other options before deciding to purchase an Engwe e-bike."

Hi,

I totally agree that they are so very poor and have no care or consideration towards a customer.
My bike failed and I resorted to buying a new battery at £200+ as I was getting nowhere with them. Finally they stated that they though it was the throttle and it would be about 40 euros. Then they stated that it was not in stock and no longer available and hoped I understood! What the hell I am supposed to do now I don't know!

Their product reliability is not good and their customer support is very bad! I would not advise anyone to buy from them!

 

[Smaug]

...Although I understand that troubleshooting can be a complex process, their response took a full 24 hours each time.

I don't consider this unreasonable, but maybe they should note that they have no US-based support.

Moreover, I was asked to conduct a series of tests on my own, which included using a multimeter to check the battery and the charger, and then recording a video of the process to send to them.

Yes, this should also be noted ahead of time. If the customer has no technical ability, and the company won't pay to have a local shop troubleshoot, this could be a deal-killer.

After complying with their requirements, I had to wait another two days for their next response. The entire process has been quite frustrating and time-consuming, and it is still ongoing.

Based on my experience, I have concerns about the efficiency of Engwe's customer support, as well as the reliability of their e-bikes. As a consumer, I believe we deserve products that function as promised and customer service that is prompt and effective. Unfortunately, in my experience, Engwe has fallen short in these aspects.

I had a similar experience with heybike customer service. They responded always by the next day, but *I* was always the technician. My issue was loudly screeching brakes. They sent me an illustrated guide on how to re-align the brakes; that didn't help much. Then, they asked me to send them a video, which requires another person and also for it to be uploaded somewhere like YouTube for them to see.

While this is just my personal experience, and others may have had different ones, I feel it's essential to share it for the sake of potential customers. I advise thoroughly researching and considering other options before deciding to purchase an Engwe e-bike."

In other words, they will provide after-sale support, but only if the customer can also be the technician and videographer. I give these companies a "C".

A company like a local Trek store, where the technician takes care of everything would get an "A", and a remote company with in-country, native speaking staff who will give more guidance and/or reimburse for the local bike shop to help would get a "B".

Realize though that these things cost money, and you presumably bought Engwe (Chinese company, direct from warehouse) to save money. This is part of where you saved the money.

 

[BTRD]

Before making the decision to purchase an Engwe e-bike, I feel it's important to share my personal experience with the company and their product. I bought my Engwe e-bike in March 2023, and within a short span of time, I ran into technical issues with the bike.

When I reached out to Engwe's customer service for assistance, the response time was far from satisfactory. Although I understand that troubleshooting can be a complex process, their response took a full 24 hours each time. Moreover, I was asked to conduct a series of tests on my own, which included using a multimeter to check the battery and the charger, and then recording a video of the process to send to them.

After complying with their requirements, I had to wait another two days for their next response. The entire process has been quite frustrating and time-consuming, and it is still ongoing.

Based on my experience, I have concerns about the efficiency of Engwe's customer support, as well as the reliability of their e-bikes. As a consumer, I believe we deserve products that function as promised and customer service that is prompt and effective. Unfortunately, in my experience, Engwe has fallen short in these aspects.

While this is just my personal experience, and others may have had different ones, I feel it's essential to share it for the sake of potential customers. I advise thoroughly researching and considering other options before deciding to purchase an Engwe e-bike."

Some of the worst customer service i have ever seen in all my years, spend the extra money its just not worth the huge headache
my bike arrived scratched and obviously not as new as they claimed and they will respond once every 24 hours they will blame being on different time zone but even if you stay up late and reply during their hours like i had it wont matter i still had to wait 24 hours. At some point you have to start making progress to a solution otherwise you run risk of no longer being protected (ie if you purchase sell worry free shopping insurance)
I felt my situation could have been resolved easily i was wrong i submitted everything they asked for but then i would get new demands the next day until of course i gave up

 

[Smaug]

Some of the worst customer service i have ever seen in all my years, spend the extra money its just not worth the huge headache
my bike arrived scratched and obviously not as new as they claimed and they will respond once every 24 hours they will blame being on different time zone but even if you stay up late and reply during their hours like i had it wont matter i still had to wait 24 hours. At some point you have to start making progress to a solution otherwise you run risk of no longer being protected (ie if you purchase sell worry free shopping insurance)
I felt my situation could have been resolved easily i was wrong i submitted everything they asked for but then i would get new demands the next day until of course i gave up

Did you just GIVE UP, or did you call your credit card company and invoke their buyer protection program? They will ask for documentation, which I'm sure you could provide.