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E-Bike SupportUpdated 15 days ago

Purpose 

To establish a standardized process for handling warranty claims and technical support requests from consumers and bike shops regarding electric bicycles

Scope 

This SOP applies to all warranty claims and technical support inquiries related to electric bicycles received from consumers and bike shops.

Responsibilities

J&B Responsibilities, Process Flow, Warranty Claim Processing, and J&B Reimbursement Process all refer to how J&B currently handles warranty and tech support for Sun, Sun Seeker, and Pure Cycles Electric Bikes, Trikes, and Recumbents.

  • Inside / Outside Sales Staff (SS):  Serves as the primary contact for sales and service support for bike shops within their assigned territory. Handles basic product inquiries and general assistance while escalating complex issues to onsite facility management or the Customer Service and Product Manager in the Miami, FL, office.
    • Outside Sales Staff: 46 persons providing nationwide coverage 
    • Inside Sales Staff: 15 persons providing nationwide coverage across 11 facilities

  • Facility Management (FM): Provides managerial support for all Inside/Outside Sales Staff assigned to or reporting to each facility. Additionally, they act as backup for Sales Staff, assisting bike shops as needed to ensure smooth operations and customer support.
    • 11 Facilities with onsite Facility and Assistant Management team

  • Customer Service Rep (CSR):  Includes Inside/Outside Sales Staff, Facility Management, and the Customer Service Manager

  • Customer Service Manager (CSM): The CSM is the primary point of contact, facilitator, and decision-maker for all customer service and warranty-related matters. They guide Inside and Outside Sales Staff, Facility Management, and dealers on these issues. The CSM directly handles inquiries from bike shops and follows up on those initiated by sales staff or management as needed. Additionally, the CSM provides basic and advanced technical support, offering expert guidance to ensure comprehensive problem resolution.
    • Gary Mendenhall - Customer Service Manager | Miami, FL Headquarters
  • Logistics Team: Handles shipping of replacement parts or bicycles.
    • Original Equipment (OE) replacement parts are available for warranty and repair and are stocked and shipped exclusively from our Miami, FL, facility.
      • Ship from: 11925 SW 128th Street, Miami, FL 33186
      • Phone:  305.238.1866

  • Brand Manager: Reviews recurring issues for potential product improvements

Process Flow

Initial Bike Shop Contact 

1. The Bike Shop contacts the Customer Service Rep via phone or email.

2. The Customer Service Rep gathers all the needed details:

  • Dealer Information (Shop Name, Account ID, Ship To ID, Address, Contact Person, Phone, Email)

  • Bicycle details (Model, Serial Number, Purchase Date, Customer Complaint)

  • Description of the need or issue, including photos/videos if applicable.


Tier 1:  General Tech Support

Dealers frequently ask questions that can be answered through our dealer portal. In these cases, we typically provide the necessary information while also directing them to the appropriate online resources for future reference.  

Tier 1 support can be provided by any Inside/Outside Sales Staff, Facility Management, and the Customer Service Manager.

  • Owner's Manual
  • Battery Safety Manual
  • Assembly Guide
  • Bike Geometry
  • Material Safety Data Sheet (MSDS)
  • UL 2849 and 2271 Certifications
  • Bike Spec and Replacement Part Numbers List


Tier 2:  Basic Troubleshooting

  • Power:  Check Connection(s), Battery SOC, Charger Functionality
  • Display:  Check Connection(s) & for error codes
  • Throttle:  Check Connection(s) & Functionality
  • Motor:  Check Connection(s), Resistance, Sound, and Performance issues
  • BB Sensor:  Check Connection & Functionality
  • Brake Sensor(s):  Check Connection(s) & Functionality
  • Controller:  Check Connection(s)

Tier 2 support can be provided by any Inside/Outside Sales Staff, Facility Management, and the Customer Service Manager.


Tier 3:  Advanced Troubleshooting

If problems persist, it may be necessary to utilize specialized Bafang resources.

  • Connect the bike with the Bafang E-Mobility Sales & Service Tool (BESST) and run the System Test, Battery Diagnostics, Mechanical Diagnostics, and Error Code from the System Diagnostic tab.

  • Connect the bike with the Bafang GO+ App for IOS or Android and check for firmware updates available over the air (OTA).

  • Escalate the problem to the Brand Manager.

  • Escalate the problem to Bafang USA.

Tier 3 support can be provided by the Customer Service, and Brand Manager

Warranty Claim Processing

The Customer Service Rep will qualify warranty coverage based on the purchase date, issue type, and circumstances.

If covered:

  • The Customer Service Rep will enter an RP order.

  • The logistics team arranges shipment and provides tracking.

  • All items are shipped at the standard cost with applicable shipping charges. Credit is issued once the outside representative collects the defective item(s) in the field.

  • If labor is a factor, it is negotiated with the dealer and then included in the final credit provided to the dealer.

If not covered:

  • The Customer Service Rep will provide the dealer with repair options, including replacement part(s) pricing and availability.


J&B Reimbursement Process

  • Any electrical or mechanical component(s) found to be defective or otherwise flawed and shipped directly to the bike shop.
    • J&B covers the upfront cost of the component(s) + shipping + labor
    • J&B provides a quarterly report to the manufacturer for reimbursement.

Proposed Third-Party Tech/Warranty Support

  • Consumer Interaction:
    • Serve as the primary contact for all inbound consumer inquiries by phone, email, and chat (if offered)
      • Technical
      • Repair (Direct them to a bike shop)
      • Warranty (Direct them to a bike shop)
      • Purchase parts (Direct them to a bike shop)

  • Bike Shop Interaction:
    • Serve as the primary contact for all inbound bike shop inquiries by phone, email, and chat (if offered) for the following topics:
      • Technical
      • Repair
      • Warranty
      • Sales will be handled separately by J&B
    • Any Electrical or mechanical component(s) found to be defective or otherwise flawed will be shipped directly to the bike shop.
      • Third-party covers the upfront cost of the component(s) and shipping
      • Third-party provides a quarterly report to PGW & Ideal for reimbursement
        • Details to be included in the report are TBD
        • The quarterly report should also be cc'd to J&B for statistical purposes
    • If a labor credit is involved, J&B will issue it and include it in a quarterly report to PGW and Ideal for reimbursement by wire.

Pending Questions

  • Warranty Replacement Stock
    • Will the third-party tech support team order inventory directly from Ideal, and how will replenishment be managed?
    • What happens if they run out of stock?

  • Aftermarket Sales Stock
    • Will the third-party tech support team also handle distribution for general sales, or will J&B stock duplicate inventory for this purpose?

  • Discontinued Products
    • Who is responsible for stocking replacement parts, and for how long should they be maintained after a product is discontinued?
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