How is R1U after-sale support?

[BigNerd]

Most of these D2C (direct to consumer) brands are really communicative pre-sale but I've read many posts here that once you received your bike, it's much harder to get answers after the sale.

How is it with Ride1Up? I ask because I don't read many issues were their after-sale support and I'm looking to buy another bike.

I currently have another brand and support has been awesome with them but I'm looking to buy a different bike because I'm looking for a lighter one (the Core-5). Any good (or bad) stories?

 

[CashMoney]

I thought it was pretty good, but I received my (wife's) bike in January of last year, so just before COVID hit. Search for my other posts and replies for my thoughts. I posted a 1,000 mile review too that summarizes the after-sale support I received.

 

[GenXrider]

There are complaints from some people that it takes a day for them to respond to each email, and it can get dragged out a while, but most people seem satisfied in the end. They won't warranty moisture damage, so don't ride in the rain. And they won't warranty stripped crank threads due to insufficiently torquing down the pedals during installation. Or someone ships a bike back to Ride1Up padded with paper towels causing damage to the bike. I've never needed support - the bike works great. Some people can't work things out with support and have bigger issues. See: https://electricbikereview.com/foru...-fork-ride1up-says-tough-luck-thoughts.42596/

 

[PSm]

Most of these D2C (direct to consumer) brands are really communicative pre-sale but I've read many posts here that once you received your bike, it's much harder to get answers after the sale.

How is it with Ride1Up? I ask because I don't read many issues were their after-sale support and I'm looking to buy another bike.

I currently have another brand and support has been awesome with them but I'm looking to buy a different bike because I'm looking for a lighter one (the Core-5). Any good (or bad) stories?

No issues here. Ride1UP has been generally responsive. On my 3rd ebike, all different direct to consumer brands, and support have all been good enough. Never as good as buying direct from a LBS that sells and services, with local convenience. But okay as long as you can handle basic adjustments yourself, or an LBS that will do generic mechanical bike repairs.

That said, my Roadster has been reliable with no issues. Just some questions that Ride1Up support quickly answered

 

[GoinGrey]

Received my 500 ST 2 days ago damage to the box during shipping and lost some hardware. They have been really quick to answer my emails and to resolve my current issues. So far so good with R1U customer support.

 

[PSm]

Really nothing but good to say about Ride1UP after-sale support. After getting the Roadster v2 three months ago, and after I asked A LOT of e-mail questions (that's just me), and they were very helpful with answers and additional info. After 1300+ miles over all kinds of roads and hills, I've gotten it up to 44 mph down a big hill in an aero tuck, climbed up very big hills (with much enjoyable effort and exercise), and had only a few minor issues. I got a Gates Kriket tool for $20 to properly adjust the belt tension, silicone spray the belt periodically to minimize minor squeaks, and tightened a loose rear cog that started clicking after 1000 hard miles. Pretty minor stuff really, and they were extremely helpful and responsive. To be honest, I think this is my favorite bike ever, with a fantastic design, reliable belt drive, and super high fun factor. Highly recommend it (as long as you like to actually exercise, and aren't lazy or extremely overweight) and the company too.

 

[PSm]

p.s. - though I have a Roadster, their other models seem competitively priced, nice designs. One other thought ... I saw someone post that they have directly sent a D2C bike to REI, had them put it together (for a fee), and then had it serviced after that at REI. May be an option, if you have an REI store nearby, and are not mechanically inclined?