Care!!! GOCYCLE Problems!!!

[Jorge]

I cheated a customer and I will tell the story of my odyssey.

Please excuse the translation.

I bought all my illusion Gocycle on January 15, 2011 to give to my wife.
That same day, at my house, start to charge the battery, once charged, and all excited when I go to test the function e-bike, to my surprise, the engine is dead KO, not responding.

I am contacting the central Gocycle, customer service and after following his instructions and verify that there is no solution, I suggest that they send the Gocycle a factory (I wonder, have quality control in manufacturing?).

Well, after 2 MONTHS, YES 2 MONTHS, I delivered at home Gocycle theoretically repaired. But it was not repaired, this time, pressing the button the motor to noise, but did not transmit power.

Re-check everything and Gocycle conclusion I have to replace the motor.

May 5, I get the new engine, but continued in exactly the same problem, if noisy, but does not transmit power.

I STRESS THAT I FEEL CHEATED WITH YOUR PRODUCT. :mad
Please, I ask me the That They collect the money back Gocycle and me.

They initially proposed to me that I replace the entire Gocycle, but then insist on changing the engine for a super special. I copy text from your mail.

"We Have Been in contact with regarding your Gocycle ProCycle motor-gearbox. We Have Offered to send you an alternative motor-gearbox s, which is German-made, with INCREASED reliability. Typically, this has-been reserved as an upgrade option for customers Who Their use in hilly regions Gocycle or on rough terrain. We are Offering this free of charge (retail value £ 220 excl VAT). "

My surprise is when I get the motor and see inside the package.
The engine is used, this rubbed and scratched. It's the same engine as the original, you can see that you have removed the labels (or bothered to remove the tail).

This is shameful, 27.05 TODAY AND RECEIVE NO RESPONSE YET.
I've been robbed.

Excuse all this text, but please take this into account before purchasing a Gocycle.

 

[kitchenman]

Thanks for your posting Jorge. Certainly, I hope you get your money back. I dont think any of the members on this forum have a Gocycle and after reading your posting I suspect that will not change. (Actually there is at least one! MIKER71 and he has written quite a good review - and HOLLOW ..may be more! ...) I was offered a test ride on a Gocycle but after reading your post, I'm glad now that I was unable to attend.
If there are any members who have something good to say about Gocycle then it would be good to hear from them so as to get a balanced view. Even so, it seems you have been badly treated.
Where in the world are you Jorge? Try to find a local Ebike specialist. This I would recommend.

 

[lectureral]

I remember, from a previous post, that Jorge is in Spain.

 

[oigoi]

Hi Jorge,
Thankyou for telling me about your problems with gocycle, it is useful to know the companies that give poor customer service.

 

[flecc]

Many thanks for the warning Jorge, I hope they do compensate you eventually.

Poor customer service used to be common on e-bikes a few years ago, but since then there has been a huge improvement generally. There is no excuse for the disgraceful treatment you've received.

 

[PennyFarthing]

Oh no!! You must feel SO cheated!

 

[scarrabri]

Wow,so sorry my friend,are Gocycle going to put matters right,i really do hope so Jorge,things do go wrong ,but a company is judged by not only how good they think there product is ,but how quickly they respond to a problem,hope it gets sorted ,very best wishes Brian.

 

[Richard Thorpe]

1. Gocycle stands behind our product and our service. We keep service levels of all warranty and returns and on average have 95% of returns that enter our facility repaired and sent out within 48hours. Customers that purchase through dealers, such as in this case, may experience longer warranty and repair times than this due to the interaction of a third party. Equally, dealers that understand and have knowledge with the product can solve most issues at their site more quickly. Dealers that carry spares can service repairs even faster.

2. We cover parts and labour for all items in warranty at our factory. We do not cover shipping, but do generally cover outbound shipping in appropriate cases.

3. Regrettably, this situation is not straight forward since the customer did not purchase the product from Gocycle directly, and therefore we can only offer refunds and support via the dealer. Gocycle did offer a refund through the dealer on May 6th, but we are not sure if this offer was passed on to the customer or if the customer did not accept the offer.

4. We gave the dealer a hard case and heavy duty lock to pass onto the customer as a measure of goodwill - we do not know if this was passed onto the customer.

5. The customer lives in Spain, but purchased from a dealer based in Portugal and does not have local dealer support. Therefore it is difficult for the dealer to support the customer on even minor issues, and shipping charges are a factor as well. And all service is extended in time on response before we receive any parts. We are not sure if the customer is getting normal full service pre/post sales support - such as test riding and basic checking of the product by the dealer prior to hand over. This is an important and valuable service offered by dealers.

6. In this case, the relationship here is between the customer and the dealer and we have to respect this. We are fully supportive of the customer - through the dealer - as per the refund offer above and the free accessories we offered.

7. Having looked into this case personally, I empathise with the customer - he has had a negative experience. Equally, I have seen the background on the case and the tremendous and high quality service and support Gocycle has offered.

8. I sincerely hope that the dealer and the customer can come to a reasonable agreement.

 

[trex]

Hi Jorge, I feel for you but with hindsight, buying on the internet from a dealer residing in anther country is asking for trouble. Best course of action in my view is obtaining a refund and buy locally. Just a matter of interest, who is the dealer in Portugal?

 

[blackandwhite]

Gearbox failing after only 500 miles

I have two go cycles - a white from the first main production run (power fork recalled and replaced and also the entire bike recalled) and then one of the black ones. Anyway I've just sent one power fork back - £140 pounds of repair (plus postage..) and should get it back soon - the other power fork also seems to be stuck in first gear...offering moral support but no torque when it comes to 'pedelec' ing..

Currently my wife is the main user of the bike (we only have one working) - commuting 8 miles each day - in her opinion we seem to have paid a lot for these cycles and they are seem to have problems all the time (so we have enough bits to make one work at any one time) - and they were very expensive.

Is this the price that early adopters are expected to pay...

 

[orrinoconnor]

Great to read this thread. I noticed the gocycle looking around online and while it has a certain slickness to the design, I could help being put off by the whole take to dealer for service attitude. I have built and manitained all my bikes from childhood and I think it is the only way to really get to know and look after your bike. I also have a fair grounding in electronics. Somehow the i[phone style gimickeness is all quite offputing and made me question reliability, hense ending up here. At least when you have a bike it's all standard parts you can get in any bikeshop. The GoCycle seems to be riddled with problems from forks to motors. Also reading that post with the company saying that they had sent the dealer things that were intended for the purchesser,, seems a somewhat obtuse way to make up to a customer for the trouble caused by dodgy goods. At around £2500 there are much better and more dependable options so GoCycle will be a non runner !

 

[Wander]

Great to read this thread. I noticed the gocycle looking around online and while it has a certain slickness to the design, I could help being put off by the whole take to dealer for service attitude. I have built and manitained all my bikes from childhood and I think it is the only way to really get to know and look after your bike. I also have a fair grounding in electronics. Somehow the i[phone style gimickeness is all quite offputing and made me question reliability, hense ending up here. At least when you have a bike it's all standard parts you can get in any bikeshop. The GoCycle seems to be riddled with problems from forks to motors. Also reading that post with the company saying that they had sent the dealer things that were intended for the purchesser,, seems a somewhat obtuse way to make up to a customer for the trouble caused by dodgy goods. At around £2500 there are much better and more dependable options so GoCycle will be a non runner !

You are responding to a 7 year old thread. Gocycles are now on their fourth reincarnation so it's unlikely that many of the comments in this thread still apply to today's offerings.

 

[BornInThe80s]

I wouldn't be so sure about that. I have a Gocycle G4. The motor on it one day suddenly stopped working, completely dead. Unresponsive to diagnostic tests. Went into an authorised repair shop and had to wait 20 days to be told the atermotor needed replacing, something I could have told them myself.over 600 I had to fork out for the repair to my bike when it should have been taken care of within the warranty. I purchased the bike used but was under warranty still according to the warranty policy they have written on their website. First the reason given was because I'm the 4th owner. When that was challenged based on the information they provide on the website the reason became because the motor had been what they suggested to be submerged in water which voided the warranty. No evidence of such a claim was produced to support what they said. This was after they informed me that the full service I paid 180 quid for just a couple weeks previous at an authorised d would be partly refunded as they neglected to do any of the necessary work needed to have the bike in good working order.
So basically knowing full well that I was cheated out of money having paid for a service I was told happened but didn't, they turn around and tell me there are specific issues with the motor provide no proof and charge me 660 to repair it they didn't even give me a proper invoice or breakdown of the costs they charged me for.

Absolutely disgraceful. In the process of seeking redress for this. If they don't it will go to the financial ombudsman.

When the bike is working fine it's great but just hope and pray not to run into any issues with the bike as the customer service experience leaves a sour taste in your mouth

 

[saneagle]

I wouldn't be so sure about that. I have a Gocycle G4. The motor on it one day suddenly stopped working, completely dead. Unresponsive to diagnostic tests. Went into an authorised repair shop and had to wait 20 days to be told the atermotor needed replacing, something I could have told them myself.over 600 I had to fork out for the repair to my bike when it should have been taken care of within the warranty. I purchased the bike used but was under warranty still according to the warranty policy they have written on their website. First the reason given was because I'm the 4th owner. When that was challenged based on the information they provide on the website the reason became because the motor had been what they suggested to be submerged in water which voided the warranty. No evidence of such a claim was produced to support what they said. This was after they informed me that the full service I paid 180 quid for just a couple weeks previous at an authorised d would be partly refunded as they neglected to do any of the necessary work needed to have the bike in good working order.
So basically knowing full well that I was cheated out of money having paid for a service I was told happened but didn't, they turn around and tell me there are specific issues with the motor provide no proof and charge me 660 to repair it they didn't even give me a proper invoice or breakdown of the costs they charged me for.

Absolutely disgraceful. In the process of seeking redress for this. If they don't it will go to the financial ombudsman.

When the bike is working fine it's great but just hope and pray not to run into any issues with the bike as the customer service experience leaves a sour taste in your mouth

Unfortunately, every ebike will need to be fixed at some time in its life Some bikes can be fixed by yourself, so you have control of the costs. Other ones have special parts that are expensive and you can only buy them from a dealer if you can find one and they still have them in stock. The worst bikes cannot be fixed by yourself. Only the dealer can get the parts and diagnose what the problems are. In that case you have no choice about how much you have to pay. Anybody needs to think about these things when they buy a bike.