Purchasing an ebike online from a manufacturer located far away can be daunting, especially when considering potential warranty issues and the lack of local support. My experience with Vintage Electric Bikes, based in California, initially sparked apprehension due to their absence of retail presence or dealerships near my home in Virginia. However, my concerns were quickly alleviated thanks to both their exceptional customer service and the invaluable support from my local bike shop (LBS).
Despite not selling Vintage Electric bikes or even rear-hub ebikes, my LBS has been instrumental in resolving two significant warranty claims. In both instances, I initiated contact with Vintage Electric’s customer service team and simultaneously informed my trusted LBS. This collaborative approach proved seamless. When my original ebike suffered a complete electronic failure after only 850 miles, Vintage Electric promptly shipped a brand new replacement bike. Crucially, they arranged for it to be delivered directly to my LBS for final assembly. I was able to collect the fully assembled bike from them, and to my surprise, I wasn’t charged any labor fees by the LBS for their work.
Later, the replacement bike developed broken spokes in the rear wheel within a few months. Again, Vintage Electric acted swiftly, sending a complete new rear wheel directly to me, along with a prepaid shipping label for the return of the faulty wheel. I took the new wheel to my LBS for installation. While I believe I paid a nominal fee for the wheel installation, it was a small price to pay for their expertise and efficient service. Furthermore, when I noticed loose spokes on that same replacement wheel after many miles, my LBS expertly tightened and re-trued it for a standard shop fee.
These positive warranty resolutions highlight Vintage Electric’s commitment to customer satisfaction. However, the ease and convenience of these fixes were significantly enhanced by having a reliable local bike shop to act as a local touchpoint. It’s worth noting that the original bike I purchased was a demo model with a minor cosmetic imperfection, for which Vintage Electric had already discounted the price generously. Despite this, they still provided a brand new replacement bike when the major issue arose, further exceeding my expectations.
Beyond warranty work, I actively choose to support my local bike shop by purchasing accessories, clothing, and components from them. I happily pay their labor charges for services like tire replacements – a task I’d rather leave to the professionals. When the LBS expedited the assembly of my replacement bike, significantly reducing my wait time, I expressed my gratitude by sending lunch for their service team. Building a strong relationship with your local bike shop is an investment. Knowing you have a dependable local shop for service and support provides immense peace of mind, especially when considering the numerous negative experiences people report with less reputable shops. For any cyclist, especially ebike owners, cultivating a positive relationship with your local bike shop is not just beneficial, it’s essential.
