This process is designed specifically for online-only bike shops. When a customer reports a warranty fault on an e-bike, we handle the technical side so you can focus on sales and customer service.



How It Works

1. Customer reports a problem
Your customer contacts you (or uses your dedicated form) about a warranty issue — bike won’t start or another fault.
They provide: e-bike make & model + their location.

2. You send it to us
Forward the details (or the completed form) to Cycle Tech UK Head Office.
We immediately assign the nearest available technician.

3. We confirm we can help
Head Office replies to you with:

• Confirmation we can take the job
• Any travel costs (if applicable)

You then agree a date with your customer (or we handle the full details if preferred).

4. We prepare the visit

• We may request a few extra details from the customer if needed (phone/email support can sometimes resolve it without a visit).
• We confirm next steps and any costs with you.
• We instruct the nearest Cycle Tech technician (or approved partner) and send diagnostic instructions.
• You authorise the onsite visit.

5. Onsite visit & inspection
Our technician visits the customer and:

• Discusses when and how the fault occurs
• Runs full diagnostics (error codes, firmware, customer & dealer reports)
• Raises a case with the e-bike system manufacturer (Bosch, Shimano, etc.) where possible
• Tests parts and documents everything thoroughly (photos, procedures, videos if needed)
• Clears the error and road-tests the bike
• Sends a full job report (with photos and time breakdown) back to Head Office

6. Job closed
Head Office updates the monthly job record. You stay informed throughout.

Key Benefits for Online Sellers

• No need for a physical workshop — we bring the expertise to the customer’s door.
• Clear communication at every stage so you always know the status.
• Manufacturer warranty cases handled correctly.
• Professional documentation that protects you and the customer.