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.
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. 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. The first one is free at the 3 month point and from there, based on usage, we will schedule in your next one! For most people this will mean 1-2 scheduled services per year.
If you didn’t buy your electric bicycle from us, we may 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
Our workshop at any given moment is fully booked 1-2 weeks ahead, so it’s best to make a booking before coming in. Call us or fill in our contact form, with your preferred date ready. If you’re a regular customer with an urgent issue (eg puncture or electrical gremlin), we will fit you in sooner, but please still call us.
If you did not buy your e-bike from us, please also answer the questions further below. We do not fix every e-bike out there, we are quite selective about which ones we will work on.
It’s no problem to visit in person with your bike to make your booking, but in most cases you’ll need to return with your bike again on the booking day – we can’t store your bike for weeks.
Dropping your bike off for its service
Please drop your bike off on its booking day before 11am. It’s also fine to drop it in a few days before your service if that suits you.
Keep in mind you’ll need at least 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.
For regular servicing, we will aim to service your bike at some point on your scheduled day. Even if you arrive at 9am on your booking day, it’s unlikely that someone is going to start working on it right at 9am.
Please note that this is the best possible outcome for everyone, but it is not guaranteed, sometimes the day can get away from us. If it’s essential that your bike is done on the booking day (eg you live out of town), please make that clear when booking.
When your bike is ready, we will contact you. If you haven’t heard from us and want to come in, 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 you don’t want your bike 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 service. It’s most often due to the brand of the bike not having a functional supply chain, even if the bike itself is of reasonable quality. One way to avoid that pitfall is to buy one of our electric bikes 🙂 We deliberately avoid brands that will be painful to keep running! 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 – How did you previously meet your bike servicing needs and why are you looking to change now?
6 – What is a typical week’s usage of your bike (ie commute from Te Atatū to Newmarket daily with a daycare drop off en route, shopping on weekends)
7 – 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?
8 – Would you benefit from the use of a ‘courtesy e-bike’ while we are servicing your bike (in general, not necessarily right now)?
9 – What date would suit you best for a service (at least 10 days from today’s date)
10 – Do you require a quote for this job: Yes/No/call me if it’s more than $x
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 – Usually 1-2 weeks. The best time therefore to book your next one is right after your service!
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 (cargo bikes are more). The service will cover the required regular maintenance specific to your model of bike (this is why they don’t all cost the same). If parts need to be fitted, then there will 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 ($100), a puncture resistant tyre ($95) and installation ($100) for a total of $495. As time goes by and your bike ages, more parts and time are required for a service, such as servicing the internal hub gears.
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 and 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 – Can I drop off my bike before you open, ditto pickup?
A – Yes – call us about how we can organise that. Our opening hours are here.
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 bother you with service reminders. Please understand that we don’t really want to be available for doing ‘just that bit you couldn’t do yourself’ or on short notice ‘because the other shop is busy’ etc. We prefer to provide an option for a holistic maintenance system for your e-bike. If you choose not to take that option, that’s okay, but that was the choice that you made.
Q – I don’t get my e-bike serviced with you but I have a warranty issue. Will you help me?
A – If we sold you the bike, absolutely! We will uphold the manufacturer’s warranty and all your consumer rights.
Q – I haven’t been getting my bike serviced regularly but I want to get back on track. Can we do that? I also happen to have a warranty issue and need a courtesy bike…
A – Sure, no hard feelings, call us up and we’ll book you in and get you back on the wagon. You will have to wait for the booking day for that courtesy bike though.
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 its low rent. We aim to provide the most complete, convenient and sought after e-bike servicing in the city, not the cheapest.
Q – What’s your hourly rate?
A – We rarely work to an hourly rate. There are just so many things that go into keeping a workshop service to a high standard that are not time based. One small example is sending all of our staff to Bosch’s all day training every year, plus all the other training opportunities that come our way. There are specialty tools we have to buy and there is the cost of holding spare parts just so we have them. When the workshop is busy (almost always), it’s not uncommon to have every single member of staff involved in booking, quoting, communication to customers, ordering parts etc, even if only half of us are holding tools.
Q – I’ve come to you in the past and it used to cost less for a service
A – We simply weren’t properly covering all the costs of keeping the workshop open and have adjusted our prices to remain sustainable.