If you have a technical issue at any time, the service and warranty process is quite simple.
“Quality is the heart of who we are. Product quality is the foundation we stand on.”
Report the issue to GONOW™ preferably via email or phone.
Guiding you through the process, we have customer service agents available 7 days a week. We also guarantee a 24-hour response time to make sure that you never have to wait more than a day for a response.
We will first troubleshoot the issue remotely.
If any spare parts are needed, we will ship them out at no charge to you.
If the issue requires professional work, we will notify a Gonow Ebike Service Centre near you with detailed instructions regarding your Gonow. All you have to do is drop off your Gonow Ebike at the designated service centre and just like that, we’ll fix it!
Your GONOW™ Service Manager will keep you informed every step of the way. When ready, collect and Gonow.
Why does this work so well?
All of the mechanical components on a Gonow Ebike are generic, premium band bicycle components — the brakes, gearing, derailleur, and so on. As for the electrical components — the motor, battery and controller — we have built them with a swap-and-go approach in mind, which means that either you or a bicycle technician at any designated nationwide Gonow service centre can remove and replace any part or component. Our components are engineered to be Plug & Play or in our case, Plug & Gonow.
Even though you may be buying the bike online, you’ll find that with us, local support is never more than an email or a phone call away.
Do you have service centres around the country?
Yes. Our nationwide network of Gonow service centres is extensive and there is one located within just a few kilometers of where you live, for sure.