1121-116 Grande Blvd Cochrane, Alberta (403) 932-1138
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Update to E-bike service policy
After careful consideration and evaluation, we have decided to no longer offer service on direct to consumer and big box/department store e-bikes. This decision is driven by our commitment to prioritize safety and provide the best possible customer experience.
Ensuring the safety of our customers has always been a top priority for us. Over the last few years, we have observed certain limitations and challenges associated with the direct-to-consumer model e-bikes. One of the key concerns is the potential for inadequate assembly and maintenance practices when e-bikes purchased directly from the manufacturer or online retailers. The complexity of e-bike assembly and the need for regular maintenance require specialized expertise to ensure optimal performance and safety. Unfortunately, this level of serviceability is often lacking in the direct-to-consumer model. We have encountered an increase in instances where we have been unable to service or replace components due to the use of products with no available aftermarket support. This has led to us being in the position where we are unable to complete certain services and at times unable to return a functioning bike to our customer.
Similarly, we have encountered challenges related to department store e-bike sales. These retail environments often lack the necessary resources and expertise to offer comprehensive customer support, including maintenance, repairs, and knowledgeable guidance.
We want to assure you that this decision does not compromise our dedication servicing e-bikes from other bicycle shops and major bicycle brands. We are committed to staying ahead of market trends and continuously improving our products to meet and exceed your expectations.
We appreciate your understanding and support as we embark on this new phase of our business journey. Our service team is available to address any questions or concerns you may have during this transition.
Thank you for being a valued customer of Big Hill Cycle. We are excited about the opportunities that lie ahead and look forward to continuing to serve you, and your safety and satisfaction remain our top priorities as we forge ahead on this path of growth and improvement.