Haibike customer service, does it exist?

[pgrbff]

I have contacted Haibike customer service 3 times. Once before I bought one of their bikes, no reply. I then asked them for a spec sheet for the bike I had bought for my son, a special for the Italian market which isn't shown on there website, they refused. And once to find out what cassette the bike was fitted with, no answer.
As the dealer is nearly 2 hours away it would be nice to know what components are fitted as we are fairly remote and apart from most food everything is ordered online. It would also help research alternative parts. As a newbie bike mechanic with no experience of ebikes it would be nice to know what cables etc were fitted.
Is this typical?

 

[jerry]

Haibike website says: "please be aware that your local Haibike dealer is your primary point of contact for any technical questions or service issues concerning your Haibike."

 

[pgrbff]

Haibike website says: "please be aware that your local Haibike dealer is your primary point of contact for any technical questions or service issues concerning your Haibike."

I am aware of what Haibike have to say. Do you consider 2 hours drive away local? Do you not think driving 4 hours plus and taking half a day off a bit extreme? Can you tell me why you think Haibike shouldn't supply me with a specification for the bike I have just paid £3000 for? I have been trying to get someone at the dealer to call me back for the last 2 weeks. Unfortunately, they are too busy selling bikes.

 

[pgrbff]

You still haven't been able to tell me why you think Haibike should refuse to give me a spec sheet on the bike? There is nothing on the website, it's a 2021 bike. How difficult would it be?
If you don't live here it would be difficult for you to understand. The culture is completely different and dealers generally, not just bikes are not interested. I'm trying to buy a £10 spare for a Vola tap that would cost well over £1000. In the UK you phone Vola and they send it to you, £5 postage. I've been trying to buy the same spare her. After 2 weeks I have a price, same as UK more or less, but no-one can tell me when I might be able to have it or how much it will cost to post it. It could literally be months.
All I want is a piece of paper, or a link that tells me which components Haibike used to construct this particular model so I don't have to drive 4 hours every time I need to do a repair.

 

[pgrbff]

Above is a reply to a post that appears to have been deleted.

 

[Sander23]

Maybe you should share what kind of model it is. Maybe someone on here knows

 

[pgrbff]

It's a special, read cheap, produced for the Italian market. allmtn 2.5.
It is my sons first emtb, he is 12 and saved up/worked for it, himself.

 

[Sander23]

Thats the one? HAIBIKE XDURO AllMtn 2.5 | Bikester.be

 

[pgrbff]

Thats the one? HAIBIKE XDURO AllMtn 2.5 | Bikester.be

Thats the one? HAIBIKE XDURO AllMtn 2.5 | Bikester.be

Thanks for the link but although it has the same name the specs look different. The tyres are different, and ours has different brake discs front and back, the brakes themselves are 4P orion, again I think different, it looks like the one you sent has the same front and back. I'm afraid I'm having difficulty with some of the language so I haven't compared everything.

 

[Jorel]

Perhaps this will help you:

HAIBIKE XDURO Nduro 2.5 online kaufen | fahrrad.de

HAIBIKE XDURO Nduro 2.5 +++ günstig bestellen! | Top Angebote ✔️ Infos ✔️ Bilder ✔️ Bewertungen ✔️ bei fahrrad.de » Dein Fahrrad Online Shop!

www.fahrrad.de

 

[Sander23]

Perhaps this will help you:

HAIBIKE XDURO Nduro 2.5 online kaufen | fahrrad.de

HAIBIKE XDURO Nduro 2.5 +++ günstig bestellen! | Top Angebote ✔️ Infos ✔️ Bilder ✔️ Bewertungen ✔️ bei fahrrad.de » Dein Fahrrad Online Shop!

www.fahrrad.de

Fahhrad is the same store as bikester but only for germans

 

[Chris808]

Thanks for the link but although it has the same name the specs look different. The tyres are different, and ours has different brake discs front and back, the brakes themselves are 4P orion, again I think different, it looks like the one you sent has the same front and back. I'm afraid I'm having difficulty with some of the language so I haven't compared everything.

Deore CS-M5100 11-speed cassette 11-51T SHIMANO Sprockets Cassettes,

Perfect for front single and double MTB drivetrains, SHIMANO's M5100-11cassette offers Rider Tuned gear steps for maximum cadence control across the varied terrain of mou

www.ridewill.it

 

[Hairy bum]

Don’t get me started on haibike support …
they are a complete waste of time … ??

 

[Jhbodle]

Agreed. When I emailed them a query about the range calculator on their web site they claimed there was no such thing, then when I asked if there was a supply issue with Flyon batteries globally they just didn't bother replying. Truly horrendous service.

 

[Hairy bum]

I’ve been discussing my fly on problems with them over the past month ..
they couldn’t answer my questions correctly and in the end they. Just decided to close my case …

at this moment in time .. I can’t find a bike shop to fix my flyon with a 30 mile radius..
if I had known there wasn’t flyon support available in the uk I wouldn’t have purchased one …

very misleading …. I’m honestly thinking of seeing what trading standards say about it …

how can they sell you a bike with a warranty and expect you to travel 150 miles back to the shop you brought it from foe a 10 min software update ?
that’s what Haibike support told me I needed to do !
mind how a software update was going to fix a broken speed sensor cable they couldn’t answer ?

im really p****d with them at the mo