Urtopia Carbon 1

Longer distance test ride done (21 mile)
Battery (78% remain)
Steep inclines (sport mode was enough)
Comfort (no exertion)
I'm very satisfied!
Thank you (again)

I am a cycling enthusiast but I also like my cars. Over the past 15 years, I have owned 7 bikes and 4 ebikes. I have owned bikes from brands such as Canyon, Specialized, Radpower etc . I have spent a lot of money investing in ebikes. One of the things you dont normally consider with a new bike is the level of customer service both pre and post purchase. Ebikes, like cars, need tweaks and service from time to time and to have a trustworthy service team on hand is important.

Customer service teams who are willing to take responsibility and actively maintain communication are so important for the customer. Here is my story. I had a terrible experience with a famous brand: we had twenty + emails back and forth. With only one phone call back, and countless delayed online chat sessions. The whole process took over one month to get closure.

The quality of customer service with the "well known" brand was terrible:

-Slow resolution: they would only solve problems via email, and normally one email could take 4 days to get a response.
-Never resolved my questions: I wrote everything in bullet points, did the highlighting, underlining, and bold text. Did everything I could to grab their attention and the next reply I waited for, and it was on and on.
-Inconsistent resolution: the previous representative agreed to something, but later got denied by another representative.

I understand very well that any product has natural wear and tear in the course of use. Even Apple has a lot of problems. This is perfectly normal, but the most unbearable thing is the professionalism of a company's customer service when there is a problem with a product.

Here is my experience with Urtopia. There were some early issues with Urtopia ebike in the first week. Their customer service team made a zoom call with me the very next day. After my first email was sent, I was very grateful that they helped me solve the problem efficiently, and what surprised me most was that about 1 month later, the CFO of Urtopia suddenly said he was in the neighborhood and wanted to make an appointment with me and have a coffee

That afternoon he followed up on my product issue and asked me a lot of questions about the operation of the company and feedback on the use of the product. I can see that Kris is a very passionate young man . He cherishes the customers who support him, that's why even if there are technicians to deal with after-sales issues, he will still insist on coming to talk to Urtopia's clients in person occasionally . I am very impressed by this.

I hope Urtopia can make better and better products, but never lose sight of the original intention of serving customers at the earliest stage, which is what many ebike companies lack.

Erste Ausfahrt und bin begeistert. War allerdings nur flaches Terrain. Es klappert nichts und es ist wunderbar leise! Akku hatte aber nach 25 km nur noch 56% bei Stufe 2 und zwei Turboeinlagen🤔. Freue mich jetzt schon auf die nächste Tour

Jetzt erst mal eine Pause machen! 🍀

Urban Biken around FrankfurtCity