Uh-oh. Let me guess, you got to this page because your beloved BionX electric motor kit is having some problems? In a perfect world, this would never happen. Electronics would work perfectly, batteries would never die, and tires would have some magical lining that would prevent even the sharpest nail from penetrating them.
Unfortunately, we live in an imperfect world, full of loose wires and broken motors. Fear not! The NYCeWheels customer service staff is here to help you. I know it's going to be hard to live without an electric bike for even a few hours, but there was a time long ago when bikes simply worked with human power alone. I know, I know, this is an outrage! We completely understand. That is why we're providing you with a timetable, so you understand what we do for BionX repairs and warranty replacement.
Day 1-4: Here at NYCeWheels, we deal with a lot of BionX Customers. As a result of our experience handling this system, we are able to offer extensive troubleshooting service. Like you, we dislike shipping costs and long turnarounds. If we can troubleshoot with you over the phone or through email, you may save a lot of frustration in the long run.
Shipping the faulty item to NYCeWheels
Day 5-8: I guess we couldn't figure out how to fix it remotely... You will need to package the suspected part(s) and drop it in the mail. Until UPS learns how to teleport their packages, you should plan on around 2 to 4 days transit time.
A final check in our shop
Day 9-11: We're taking a final look at your parts or system in our store. Our crack squad of technicians is poring over your broken parts, examining every wire and connection. If we're lucky, we can fix it or exchange it for a new one and send it back.
Shipping it to BionX in Canada
Day 12-15: Foiled again! We have to send your kit to BionX in Canada for replacement parts, whether it is a circuit board, motor core, etc. Tack on 3-4 more days for shipping (sometimes Customs holds it for a day or two)
Repairing or replacing the evil part
Day 16-18: We don't know what happens up in the BionX factory, but I imagine it has a lot to do with test tubes, bunsen burners, and those glowing orbs that make your hair stand on end. In any case, we send broken parts there, and they come out fixed. Eureka!
BionX ships the good guy back to NYCeWheels
Day 19-22: Shipping back to NYCeWheels New York. You're biting your nails in anticipation. This will take another 3-4 business days.
Packing, rebuilding, shipping to you
Day 23-27: It's on its way home! Keep an eye on that tracking number. We just need to possibly reinstall your tire and freewheel and add other parts that were not sent to BionX. We might contact you again and get the latest shipping information. At this point, you're probably dying from all the unassisted, old school pedaling you've been doing. We usually ship it via inexpensive UPS Ground but since you are paying you can choose to overnight it if you really can't wait anymore.
Around Twenty-seven days! Yes, I realize this is a long time for a warranty repair, but this is how it works with BionX. Luckily, we're able to fix most of the problems in the first four days of troubleshooting. If you're one of the unlucky customers that needs to ship up to Canada, just think about how much exercise you're going to get without electric assistance! Absence makes the heart grow fonder, and you'll appreciate your system even more when you get it back.
Keep in mind that the above is an estimation and could be a little more or less depending on US and Canadian holidays (Those lucky Canadians have a few more.)