E-bike Servicing and Repairs
Our workshop services
E-bike team has a fully equipped mechanical workshop, customised for electric and cargo bicycles. We offer unmatched after-sales service to all of our e-bike owners, including warranty servicing, scheduled maintenance, repairs, quotes, courtesy e-bikes and more.
Our mission is to keep your e-bike experience as smooth, safe and fun as possible.
Scheduled servicing
All electric bicycles need regular servicing, in order to keep them safe and in good working order, preserving warranties and reducing unscheduled downtime.
Customers who are getting their regular servicing needs met by us have access to courtesy e-bikes and fast-tracked bookings if something were to come up between their service interval. And for those who bought their e-bikes from us, we also offer a higher level of warranty service than the standard manufacturer’s warranty – specifically, all labour is free of charge when taking care of warranty matters
We can get you on track for regular scheduled services when you buy your e-bike. We offer a complimentary check-up at the 3 month point and then after that, based on usage, we will schedule in your next one! For most people this will mean 1-2 scheduled services per year.
Although our workshop is mainly for our customers, if you didn’t buy your electric bicycle from us, we might still be able to take care of your servicing needs, provided that the e-bike you own is serviceable, parts are available and is fit for your use.
If your servicing history has been a bit patchy, we’re happy to get your back on track. The first step is to make a booking!
How to make a booking
Same Day Service bookings
‘Same day service’ bookings give you get certainty of drop off and pick up timing and guaranteed availability of a courtesy e-bike should you request one. They are pre-booked by their nature, so you are likely to be offered a date a week or so into the future.
To make a booking, Call us or fill in our contact form, with your preferred date.
Casual bookings
If you don’t need the bike to be ready on the same day that it comes in, then you can make a casual booking where you bring the bike in and we’ll turn it around as quickly as we can. It might be with us for a few days. We’d still like you to contact us for casual bookings, even if it’s just calling us just before you leave the house.
Unscheduled maintenance/repairs
If you’re a regular customer with an issue that is stopping you from riding safely (eg puncture, brake pads or electrical gremlin), then there’s no need to wait, but please still call us so that we know you’re coming. Turnaround times vary with workload, but your bike will be prioritised.
Dropping your bike off for its service
We open at 9am, but you don’t have to come right on 9. If you get the bike to us before 11am on your booking day, that will be fine. It’s also no problem to drop it in a few days before your service if that suits you.
Keep in mind you’ll need about 15 minutes when you arrive for us to talk to you about your bike and where possible, provide you with a quote before you leave. If it’s too busy to do this (eg most Saturdays), then we’ll have a good look at the bike later and call you to discuss.
When your bike is ready, we will contact you via text message and by emailing the service invoice. If you haven’t heard from us a, please call before coming to pick it up, in case it’s still in progress. It’s awkward for everyone to be mid-job while you arrive and we don’t want your repair rushed.
If you can’t make your scheduled booking, please let us know. The more notice, the more quickly we can find another spot for you.
Which e-bikes we service
It’s a common scenario that we get a visit or a phone call regarding an e-bike that we do not offer servicing for. It’s often due to the brand of the bike not having a functional supply chain, even if the bike itself is of reasonable quality. At other times it’s simply because we are very booked out and prioritise the bikes that we sold. If you already have an e-bike and you’d like us to service it, please answer the following and we will respond promptly regarding whether or not we can offer our workshop services and in what capacity. We do not service scooters or non-electric bicycles (exception: Brompton and Vivente).
1 – Did we sell you your bike? If not, where did you buy it and in what year?
2 – What is the brand and model of your bike?
3 – Have we serviced your bike before?
4 – How did you hear about us? eg did someone refer you to us?
5 – What is a typical week’s usage of your bike
6 – Is your bike currently working and is just in need of maintenance, or is a repair required to get it going? What else can you tell us about what it needs?
7 – Would you benefit from the use of a ‘courtesy e-bike’ while we are servicing your bike (in general, not necessarily right now)?
We’re sorry for the 20 questions, but we’re confident that this will help us achieve a higher level of service for all of our workshop customers.
Frequently asked questions
Q – Who has access to your workshop?
A – Anyone who purchased an electric bicycle from us. And when time allows, owners of similar e-bikes to those that we sell
Q – How long does it take to get a booking
A – For same day service bookings, the lead time can vary. The best time therefore to book your next one is right after your service! For more urgent jobs, we don’t take bookings but rather carry out repairs ‘first come first served’ (ie you don’t have to wait)
Q – How long will I be without my bike?
A – For a same day service booking, it will generally be just the day of your booking. For drop-ins it ranges from 1 day (puncture/brake pads) to a few days (general service with some extra issues). Bikes with intermittent electrical issues are challenging and in some cases will take longer.
Q – How much does a service cost
A – We can’t say for certain until we’ve seen your bike. To give an idea, a service on a regularly maintained e-bike is around $200 depending on the bike. The service will cover the required regular maintenance specific to your model of bike. If parts need to be fitted, then there may be extra costs for the parts themselves and the installation labour. As an example, a daily commuter in Auckland might need a service ($200), long-wearing disc brake pads fitted front and rear ($80), a puncture resistant tyre ($95) and installation of these extra parts ($50) for a total of $425. As time goes by and your bike ages, more parts and time are required for a service, such as servicing the internal hub gears. Cargo bikes take longer to service than regular e-bikes and generally will cost more.
Recreational riders generally find their total bill is closer to the base service charge (eg $200), as they’re more likely to ride on cycle paths and in good weather, carrying less stuff.
Q – Do you have a pick up service?
A – No. But if you’ve had a breakdown and are an AA member, they will pick you up (excludes accidents)
Q – I bought my e-bike from you. Do I have to get my e-bike serviced with you, or can I go elsewhere?
A – You’re free to get your servicing needs met wherever suits you. Some people even do it themselves. Let us know who is taking care of it and we will note to not hassle you with service reminders.
Q – I have a warranty issue. Will you help me?
A – If we sold you the bike, absolutely! If you didn’t buy the bike from us but you are a regular workshop customer of ours, then we can help with the warranty for a fee to cover our efforts. You might be able to recover that fee from your place of purchase of the bike or from the brand. For all others, please refer to your place of purchase as your first point of call.
Q – I’ve found other places offering a cheaper ‘bike service’, why does yours cost more?
A – It’s hard to compare one ‘bike service’ with another. We’re charging what we need to keep the workshop available for all aspects of your years of owning one of our e-bikes. Other than rent and wages and tools, we also have to budget in training new staff, courtesy e-bikes and keeping spare parts on hand (some of which will never be used but we keep them just in case). Our location was also chosen for its convenience to e-bike users, not for low rent. We aim to provide the most complete, convenient and sought after e-bike servicing in the city, not the cheapest.