Velotric customer service

[ChapsXP3.0]

When I purchased my Velotric Discovery 2 bike 10/17/2024 it had a promotional package consisting of a suspension post, hat, and stickers. I purchased this at a dealer but was told this makes no difference. I truly don't care about the stickers but as of today 11/24/2024 I have not received any of those items. I have messaged and talk to Velotric several times and besides the usual just give it a week or 2 more , nothing ever appears. I have filled out what they call the "Goodies forum" for a dealer sales 5 days after my purchase. I love this bike and it performs better then I hoped.

I have another e bike ( no name to mentioned at this time) but a request to their customer service would have had a response/action in 2 or 3 days at the very most. I hesitated buying from another manufacture for this reason alone. I can fix my own ebike but getting parts in the future is now a serious concern on my part.

Has anyone else had a problem like this with Velotric? Did you ever get it resolved? .... Thank you ahead of time for your input /help!

Update 11/30/2024 .... I sent another email to Velotric 11/24 . 2 days later to my surprise they responded. they told me the matter was being forward to have this corrected. A couple of days later I was informed that my "goodies" were being gathered and I should expect them shortly.

P.S. My Discovery 2 still amazes me , It was worth the hassle for the goodies.

 

[Smaug]

Oooh, this is bad news. I'm removing Velotric down to Tier 2 status in my head.

Stay on them. Multi-media follow-up. (not just email; call too, if you can)

Leave them a bad review on Amazon if they don't do the right thing. Contact your credit card company if all else fails and see about maybe getting a partial refund.

 

[HumanPerson]

BBB (Better Business Bureau) if needed

 

[jmsnodgrass]

Interesting, I have had to contact Velotric a few times over the past few months for some replacement parts (due to me crashing, nothing to do with reliability) and they have always responded within 24 hours on weekdays. They are not in on weekends and are in California, so the time difference can come into play. I have ordered replacement parts from them on three ocassions and although it may take two or three days before they ship, I always get a tracking number and have had no problems with getting upgrade or replacement parts.

-Jeff

 

[Hakaman99]

I know this is a little bit out of the time line of this thread, but it is nice to hear your satisfaction with Velotric customer service, since I own a D2. To Chaps, sorry to hear you are having problems, I hope they have been resolved by now.

 

[HankM]

Recently purchased two Discovery 2 eBikes and like them. I have sent them many requests for information and clarifications, and had an issue with a defective FindMy module. Their response was quick and complete, no issues. A replacement for "FindMy" module was sent out the day we emailed, have yet to install. From what I have heard customer service is outsourced, not confirmed, but you would not know it. I am pleased so far.