Is Orbea customer service horrible

[Picard12]

I heard rumors that Orbea customer service is really bad.
Bike shops have hard time trying to get warranty parts for customers.

The shock bolt broke frequently. This is a common issue for older Obea wild bikes

 

[irie]

I heard rumors that Orbea customer service is really bad.
Bike shops have hard time trying to get warranty parts for customers.

The shock bolt broke frequently. This is a common issue for older Obea wild bikes

Without specifying what these "rumours" are, and the sources, you could make exactly the same allegation about absolutely any other manufacturer. Await your your reply, but not holding my breath.

 

[Picard12]

Without specifying what these "rumours" are, and the sources, you could make exactly the same allegation about absolutely any other manufacturer. Await your your reply, but not holding my breath.

How many other brands have bad customer service besides Canyon? This brand has solid poor customer service

 

[Weeksy]

I asked for a shock linkage on 2 Rises, they arrived in 5 days. I asked for a new wheel, that took 5 days. Done

 

[Rando_12345]

As the previous poster mentioned, almost every brand has numerous reports of poor service on this forum and others...

The only brand with good aftersales service reputation is specialized, but mostly because they have to warranty each motor on a yearly basis (hyperbole, but you will also hear horror stories about their reliability).

Personally I've had pretty good service from Giant and Yt even though they have a poor reputation here. Presumably a lot of brands picked up a bad reputation in 2021/2022 when they had no replacement parts and couldn't source components.

 

[irie]

How many other brands have bad customer service besides Canyon? This brand has solid poor customer service

Something obviously got under your skin, what is it?

 

[Picard12]

Something obviously got under your skin, what is it?

I hear alot of bad customer service and broken parts from canyon, YT, orbea. I am hesitate to buy an ebike

 

[whitymon]

Depends where you are where they are.

Canyon, yt, propain is excellent within Europe.

Canyon is garbage within US.

 

[Picard12]

Depends where you are where they are.

Canyon, yt, propain is excellent within Europe.

Canyon is garbage within US.

Canyon Canada is bad as well as YT and orbea

 

[Picard12]

I asked for a shock linkage on 2 Rises, they arrived in 5 days. I asked for a new wheel, that took 5 days. Done

Are you located in EU?

 

[Weeksy]

Are you located in EU?

Yeah why?

 

[Picard12]

Yeah why?

Canada Orbea customer service is bad

 

[irie]

I hear alot of bad customer service and broken parts from canyon, YT, orbea. I am hesitate to buy an ebike

Far better to depend upon facts rather than hearsay. In any case, if you want absolute certainty there's only one certainty in life.

 

[Weeksy]

Canada Orbea customer service is bad

Right? And? That means Orbea is bad? You seem to have walked into the room having a question but already knowing the answer. I'm struggling to get where you're going with this other than not listening to people who are telling you that you're wrong

 

[irie]

Canada Orbea customer service is bad

Dealers come and go, fact of life. If you don't want to buy (directly or indirectly) from a dealer then you'll have to buy direct. Your call.

 

[Streddaz]

I'd recommend buying from a brand that has a local dealer that you can personally visit if you have any issues. Direct to consumer can be risky but depends on where you live.

 

[mustclime]

Yea, there issues in the USA

 

[Oppa]

I heard rumors that Orbea customer service is really bad.
Bike shops have hard time trying to get warranty parts for customers.

The shock bolt broke frequently. This is a common issue for older Obea wild bikes

My experience with Orbea (I have a 2023 M10 Rise) is in 3 parts. First, when I called customer service for a couple different questions/issues they have been helpful. Second, emailing has been good but always several day delays for a response. Third, not so good. Ordering parts, derailer hanger, and key ways for dropper post, basically sucked. Took waaaaay to long to get them. These are sacrificial parts which should be on the shelf and should be readily available(they are proprietary although you can find them on line). So I ended up buying spares to have them on hand. So overall it’s no better or worse than other manufactures. Just an old guys 2 cents

 

[whitymon]

Like most brands, they do not have stock/warehouse in different countries, they ship on demand. So yes it will always take time if you are far away.

 

[Robson]

Short answer. Yes Orbea cs is horrible

 

[Picard12]

I chat with a orbea owner who said they won't send speed sensor because it's low on stock. Orbea has the sensor but won't ship it

 

[Weeksy]

I chat with a orbea owner who said they won't send speed sensor because it's low on stock. Orbea has the sensor but won't ship it

I chatted with one today, he was happy.

You know the speed sensor is £30. If someone isn't riding their bike because of a £30 speed sensor then more fool them.

 

[Tony4wd]

I've had two seperate dealings with Orbea and Bosch (different bikes) - both distributors were crap, though the dealers I bought from were good.

Bosch won't even reveal the cost of a new CX 4 - apparently I can't even buy a new motor out of warranty unless my current motor is completely dead.

 

[Raili’s People]

Dealers come and go, fact of life. If you don't want to buy (directly or indirectly) from a dealer then you'll have to buy direct. Your call.

It’s not about the dealer. If I understand correctly, every dealer has to deal with Orbea in warranty cases. How does it matter if it’s dealer A or B?

Rise batteries are taking forever to delivery from what I’ve read. Avoid proprietary batteries at all costs. Shame it excludes some of the nicest emtb’s.

 

[irie]

It’s not about the dealer. If I understand correctly, every dealer has to deal with Orbea in warranty cases. How does it matter if it’s dealer A or B?

Rise batteries are taking forever to delivery from what I’ve read. Avoid proprietary batteries at all costs. Shame it excludes some of the nicest emtb’s.

In this event dealers should hold stock.

 

[Weeksy]

In this event dealers should hold stock.

Well, not always, look at KTM, Triumph etc. even Trek or Specialized, they're all brought in when needed. Sure a dealer will have a few bits, but mostly they come from a central location

 

[gsum]

I've had nothing but good service from Orbea for my 2021 Rise. A replacement charge port door and a new battery extender were delivered to my house within days. Both faults were minor and due to poor design. I suspect that Orbea have had many problems with these parts which I understand have been improved in later versions of the Rise.

 

[kevtp19]

It’s not about the dealer. If I understand correctly, every dealer has to deal with Orbea in warranty cases. How does it matter if it’s dealer A or B?

Rise batteries are taking forever to delivery from what I’ve read. Avoid proprietary batteries at all costs. Shame it excludes some of the nicest emtb’s.

For my 2022 rise, unless the battery goes under warranty (3 months left). I will not be able to replace the battery. Orbea told me this themselves when I enquired. I agree with the above, I will never buy a bike with a proprietary battery ever again.

 

[irie]

It’s not about the dealer. If I understand correctly, every dealer has to deal with Orbea in warranty cases. How does it matter if it’s dealer A or B?

Rise batteries are taking forever to delivery from what I’ve read. Avoid proprietary batteries at all costs. Shame it excludes some of the nicest emtb’s.

In this event dealers should hold stock.

Well, not always, look at KTM, Triumph etc. even Trek or Specialized, they're all brought in when needed. Sure a dealer will have a few bits, but mostly they come from a central location

"In this event" obviously meant "in the event" that Orbea themselves are unable or unwilling to supply spare parts in a timely manner.

 

[Raili’s People]

For my 2022 rise, unless the battery goes under warranty (3 months left). I will not be able to replace the battery. Orbea told me this themselves when I enquired. I agree with the above, I will never buy a bike with a proprietary battery ever again.

Couple weeks ago I canceled a really nice, new and customed Rise M10 2023 with carbon wheels. Reason was this ^^