Repairs

Repair work:

• Replacement of all kinds of spare parts
• Wiring repairs
• Welding
• Tyre fitting of CityCoco tyres with 8-13 inch rims
• Accelerator knob repair
• Controller repair
• Repair of electric motors (wheel motors)
• Repair of rechargeable batteries

Tuning:

• Assembly of batteries of any capacity
• Replace motor and controller with a more powerful one
• Increase / decrease controller peak output
• Increase / decrease maximum speed of the electric bike
• Installation of additional equipment (GPS trackers, turn signals, speedometers, etc.)
• Installation and activation/deactivation of additional functions (cruise control, regeneration, etc.)
• Changing the frame design (higher ground clearance, etc.)
• Adjusting undercarriage stiffness (replacing shock absorbers or simply springs)

The RIDE Service Center is located in Kiev. Telephone numbers and address can be found at Contact page.

Our electric bikes can also be repaired (including warranty repairs) in other cities. You can find contacts for these service centers here.

We allow the following service centers to carry out warranty maintenance on our electric bikes (please notify us first before visiting these service centers for warranty repairs), and remotely assist them in carrying out repairs.

Please note that the service centers listed in the contacts are simply individual service centers and we cannot be held responsible for their ability and willingness to carry out certain repairs, lead times, temporary changes in working hours or other such details, so please ask the selected service center for further details before you visit.

Since CityCoco are manufactured in hundreds of different factories and have different designs and parts, the issue of setting a pricing policy is extremely complex. The time required for the same job on similar-looking electric bikes can vary considerably.

We can give you an exact quote for the necessary work after conducting a diagnosis.

The cost of diagnosis is 100 UAH if you bought CityCoco from us, and 300 UAH if we do not. If you agree to the repair work, you will not be charged for the diagnostics.

However, we have tried to come up with a maximum price for some types of repair work, taking into account all kinds of difficulties in the repair process. It may be lower if there are no additional difficulties and/or out of season.

Repair prices for a CityCoco electric scooter purchased from us and not from us are different, as our scooters have repairable parts and the likelihood of additional difficulties in the repair process is minimal.

Price (pdf format)

The prices may seem high to some, but please note that we don't aim to "make money" on you, on the contrary, we are interested in making sure that you don't bring anything to us for repair. If you're not happy with the prices, then most of the work given in the price list you can do yourself at home. That's why we have made various video instructions for you on the subject of do-it-yourself repairs.

In the video, the craftsman performs the work very quickly. In the video, the technician works on brand new electric scooters that we sell, which means that there are no additional difficulties. In practice, not only CityCoco sold by us, but also bought in other places, which are visually similar, but may differ significantly in the filling and even the mechanical design. In addition, if the electric bike is not new, in most cases it has surprises in the form of torn threads, worn parts that break during disassembly, etc., which greatly increases the turnaround time and our risks.

From the money you pay us for the service, in addition to the costs of paying mechanics and electricians, we pay the service manager who receives and gives you the electric bike, the driver who loads each electric scooter into the car, takes it to the repair shop, loads it and brings it back, the person who conducts test runs on the scooter to make sure in practice that the problem is fixed and there is no new one, and we also pay for the petrol.

RIDE is in its 4th year of operation and is still earning almost nothing from service work. Although they get paid for the work they do on the CityCoco, they have a lot of work to do on the assembly and development of electric bikes, which is much more rewarding, interesting and predictable.

For example, a customer comes in to have the battery replaced in a CityCoco he didn't buy from us. The battery is still partially alive because the customer has driven the scooter to us. We are replacing the battery with a 60V 20Ah one. The customer has previously had a 12 Ah battery, the real capacity of which was 8 Ah at the factory and was half of that when it was used. After replacing the battery, there is practically no voltage drop and the power develops much more than with the old battery. And then, even before it is handed over to the customer, during a test ride on the electric bike, the controller burns out. The CityCoco not originally purchased from us does not have any overheating protection, so it is normal practice for both the controller and the motor to burn out if a good quality battery is installed. We have written about this many times and warned about it in our blogs. In this case, the controller may have already had its life used up, as it was overheating while driving, but the old battery did not allow enough power to finally kill it. And so, when a more powerful battery was installed, the controller burned out immediately. But the customer had given his CityCoco to replace the battery, not the controller. And it was on the road at the time of reception. As a result, this service brings us a loss, we repair/replace the controller at our own expense, and even the income from the sale of the same battery does not cover these costs.

There are absolutely absurd situations when a customer gives their CityCoco to us with micro-cracks on the wings, which are not visible and cause the wings to simply burst even before they are issued. We have had some cases where even the frame parts have fallen off and we have had to weld them on.

Or, quite often a customer gives an electric bike to a tyre shop with a battered rim (which may be the case at the factory), but this can only be detected by removing the wheel and tyre. One can write at length about how customers react to such situations and how to solve them...

That's just a part of common situations, so considering the quality of CityCoco and how different they are, there are just as many problems and money losses on our side when it comes to repairing them.

This is the reason why there are no more full-fledged service centers that repair CityCoco in Ukraine. Although we would be very happy to see such services appear, and even agree to give them all the work involved in repairing CityCoco.

If you have read the above facts and want to come to us for service, you are welcome. We are loyal to every customer, whether you bought your CityCoco from us or not. Because if we don't accept electric bikes not purchased from us for repair, the reputation of CityCoco as a whole will fall, because there is nowhere else to repair them.

We primarily repair electric bikes purchased from us, so there is sometimes not enough time physically available for other scooters during the season. Therefore, if possible, bring your electric scooter in for repairs (especially upgrades and other complicated work), out of season (October-February). In this case, the turnaround time will be minimal and the price will be lower in some cases, allowing us to get through the season and thereby help more CityCoco owners.

The reasons for the lack of full-service CityCoco repair centers in Ukraine have been described above. In addition, quite often problems of a completely different nature arise. How can each customer help us to avoid unnecessary difficulties and help us to develop CityCoco electric bike service?

Please communicate respectfully with the service manager.

This is often the case for customers who bring a CityCoco they have bought from us in for a chargeable repair (the case turned out to be out of warranty). You do not need to remind the service manager of the amount of money you bought it for. You were sold the electric bike by the sales department, not the service center. What the sales department promised you when selling it, you will get. If it is a warranty case, you do not pay anything. If the breakdown is your fault, or a part that is not covered by the warranty is broken, a free service demand will lead to at least a waste of your and our time.

You can understand the dissatisfaction of a customer who has a broken electric scooter or incurring additional costs for its repair, increasing the time frame, etc., but understand that a disrespectful and rude communication style will not improve or speed up your problems, and may even lead to the refusal of the electric bike service and the sale of spare parts in the future.

If you have any demands to "contact your supervisor" or complain to the service manager etc., please keep in mind that all phone conversations are recorded to improve the quality of service and the reception area itself is also video-recorded with sound, so our managers always try to behave as adequately and decently as possible.

For repairs and spare parts, please only call or write to the service department, even if they are not answered for some time (managers can be overloaded during the season). The sales department does not have full information on the status of repairs, availability of spare parts etc. and will not be held liable if this information is incorrectly provided.

Please note that any tampering with the electric bike's electronics by yourself may invalidate the warranty. Do not install any additional electrical equipment powered by the battery of the electric scooter. In order to maintain the warranty, the electric bike must be returned to a RIDE service center, even if the center is in another city. In this case, the customer pays for the shipping costs.

We meet our customers' needs and almost always allow them to remove a defective part and send it back to us for replacement in order to save on shipping costs (so as not to have to send the whole electric scooter). For example, customers send us batteries, motor-wheels, controllers, etc. However, this can only be done after consultation with the service department. A note to this effect is also made in the warranty certificate. If the part is damaged during disassembly, the customer is responsible. If you are not sure whether you can do it yourself, ask any technician in your city, who, under our supervision, will fix the problem. However, if you have tampered with the electric scooter's electronics yourself without first consulting our service center, we are entitled to remove you from our warranty service and you will be liable for the repair costs. Therefore, if for any reason you intend to intervene even minimally, e.g. by disconnecting the battery (on models where it is not removable), please contact our service department.

Now for the warranty on spare parts and service work. We give a 14-day guarantee on all spare parts sold/installed by us and the work carried out. If a spare part is installed in a CiyCoco purchased from us, we can individually diagnose the other components and extend the warranty on the part sold to 1 year. The battery is guaranteed for 1 year provided that it is used with the charger purchased from us. That means that even if you bought your E-bike from someone other than us, you will still need to buy the charger from us in order to get a one-year warranty on the battery. Or you can use your own charger if you are sure that it will start the balancing process in the battery, but in this case the warranty from us will only be 14 days, as we are not responsible for the work of other chargers.

For an electric bike that was not purchased from us, the warranty on other parts can only be extended to 1 year if all the electrical components were purchased and installed from us.

Most customers who bring their own CityCoco from China find that their electric bike needs to be repaired as soon as it leaves the factory. While the battery and charger are covered by a one-year warranty, the controller, for example, is not. If, for example, your motor burns out, resulting in a short circuit, the controller we installed will also be ruined. By giving a 14-day warranty on such a controller, we are taking a risk, as it can also happen in the first days of use. Of course, if you want to swap out the complete controller and motor, and other small electrical components that could damage the controller, we can give you a one year warranty on all replaced parts.

When customers hear this kind of response, they often become furious and threaten to ruin our reputation, citing the service stations where they service their cars as an example. They say, for example, that the service station changes a part and gives them a long warranty on it. Of course, if you have a branded car that has all factory parts, then by replacing one of them with the same, original or similar, they can and should give you a long warranty. Especially since both original and similar auto parts are warranted by the manufacturer to auto service stations (their customers).

Now, imagine arriving at a Mercedes repair service with a copy of a Mercedes car made in China, which from the factory already has problems, may not even start, it has disposable, substandard parts that cannot be repaired. And to replace this part, you need to tinker a lot, since the connections of your car do not fit the original part, while there is a risk of failure of the replaced part, since the other components of the car are not reliable, have unsuitable parameters, and therefore may at any time break down and cause a failure of the replaced part. Will Mercedes-Benz workshop even accept a non-original car for repair (or at least for diagnostics)? And who is responsible for the fact that you have bought a non-original, low-quality car? Is it worth slinging mud at car dealerships?

Therefore, in a situation where you buy a CityCoco with substandard stuffing, the conditions we have listed above are all we can offer. That said, we are not interested and do not benefit from this! In such a case, you do not need to tell the manager that the customer is always right, the company lives off the customer, the customer is always owed, etc.

You might wonder why we service electric bikes, including those not bought from us, if it's so hard and actually unprofitable. We only do it because we sell CityCoco electric scooters, and if there are no repairs and no spare parts sales, it's generally not rational to buy this type of vehicle. An increase in service costs, although it would allow us to have income from this area, would discourage many potential customers from buying our electric scooters.

Also, after repairing the electric bike or its parts, we are willing to wait up to 2 weeks for you to pick it up and pay for it. If you are not able to collect your electric bike within 14 days after the service has been completed, please notify us and give us the exact date when you will be able to collect your goods. Very often, especially during the off-season, our warehouse is overflowing with electric bikes and spare parts of our service department customers, we have no place to store them, so we have to find a way out of this situation and take full material responsibility for your goods. Therefore, if you do not collect your bike or part within 14 days, we reserve the right to charge a storage fee.

We try to keep people as informed as possible in our blogs, how not to buy a CityCoco with substandard electrical stuffing, but unfortunately not much changes the situation. If you are reading this article and have not yet bought an electric bike, but for some reason you do not want to buy it from us (for example, found a cheaper price or because of principle), the main thing is not to import CityCoco directly from China, better buy it from our competitors in Ukraine. When you buy a CityCoco directly from China, you will have no chance to return and generally no real warranty on its parts! Buying in Ukraine, you at least have a chance of a refund or warranty repair, provided you get a decent seller...

Thank you for your understanding.