Reply from Vivi Electric BikeJun 13, 2024
Dear Customer:
Hello.
We are sorry to bring you a bad shopping experience. If you have any after-sales problems, please get after-sales support through our official after-sales customer service (email: [email protected]). Since we do not have direct offline stores in the United States, and the Los Angeles office and New Jersey office are our warehousing and after-sales centers, you can return the goods directly if you are nearby. In the case of farther away, we usually apply for after-sales service online. Since our customer service team is at the Hong Kong headquarters and cannot respond to your questions in time, our after-sales customer service will generally respond to your message within 24 hours. Please wait patiently, thank you!
(1) Answers to questions about after-sales process:
We are sorry that our third-party platform seller team did not handle your problem in a timely manner. Since we do not have enough offline repair shops covering the entire United States, we cannot provide offline bicycle diagnosis and services to customers in every city in the United States. Therefore, under normal circumstances, our customer service team will need you to provide the order number, email address, and pictures of the fault so that the customer service can feedback to our technical engineers to help you diagnose the fault. The order number and email address are for our convenience to retrieve your purchase platform and order information so that we can determine the model and warranty period of the bicycle you purchased. The pictures or videos of the fault are for feedback to our technical engineers so that they can diagnose the fault of your bicycle online. If the fault is caused by damage to a component, we will provide you with a bicycle component replacement through after-sales customer service; if the fault is very serious and cannot be driven normally, we will also replace the entire bicycle for you. Please understand.
(2) Answers to questions about bicycle power:
We have stopped selling electric bicycles with 350W motors in early 2023. Please check the label of your bicycle motor (the white label is in the center of the bicycle motor) to determine whether it is a 350W motor. The specific motor information will be marked on it as 350W or 500W. If our Walmart seller sends the wrong product, you can contact them to resend it to you.
(3) Answers to questions about after-sales service:
The Vivi electric bike with 1 year warranty service for the frame, battery, motor and other main replaceable parts. If you believe you have a warranty claim, please contact us at [email protected]. Our official after-sales customer service will provide you with exclusive customer service on each platform based on your order status to provide you with after-sales support.
(4) Answers to abnormal ordering issues:
When you order on our online website, sometimes the delivery address is displayed. There are five main reasons for this:
First, we cannot deliver to Alaska, Hawaii, postal addresses or affiliated islands.
Second, please select your country first, such as the United States.
Second, the IP address you used when placing the order is inconsistent with the address you used when placing the order, which causes the website to be unable to identify your address in time.
Fourth, when you enter the address, the system will automatically identify you and ask you to select the default address, which will cause slow loading.
Fifth, your browser has a large amount of cookies that cause the website to be delayed.
If you enter the correct address and it still shows that the delivery address cannot be delivered, please refresh the page and re-enter the address. Generally, it will be displayed as normal at this time.
I hope the above can help you solve the problem. Please contact our after-sales customer service again in time for after-sales support.
