What Actually Happens When Things Go Wrong
Most e-bike companies show you polished 5-star reviews. We want to show you real conversations from customers dealing with real problems - because that's when service actually matters.
These are actual support conversations (names changed for privacy). This is just how we work every day.
"Just got notice from FedEx that you have requested my bike returned before delivery?"
The Situation:
Michael ordered a bike. Got a FedEx return-to-warehouse notice before it even arrived. His Affirm payment was already charged.
The Confusion
Michael: "Just got notice from FedEx that you have requested by bike returned before delivery?"
Michael: "The money has already been taken from my affirm account."
Us: "Hi Michael, thanks for contacting us! We're sorry to hear that you received a cancellation notice. Just so you know, we did not cancel your order. Your bike is scheduled to arrive on Dec 18th, via UPS."
Then the Bike Delivery Is Confirmed Cancelled And In Transit To The Warehouse
Michael: "Good morning. Is my bike on its way to me yet? If not we can cancel my order and lll find one local."
Our Response: His Choice, No Pressure
Us: "Hi Michael, I completely understand your frustration, and I sincerely apologize for the ongoing delays. I've been in contact with the warehouse, but the shipping decisions and timeline ultimately come from them. That said, if you're willing to give us another chance, I'm personally committed to continuing to follow up with them to move the process along and ensure you get tracking information as soon as your bike ships. However, if you'd prefer to cancel and find a bike locally, I completely understand and will process your refund immediately. The decision is entirely yours - just let me know how you'd like to proceed and I'll take care of it right away. Again, I'm truly sorry for this experience."
Michael: "I want the bike if you can ship it to me in a timely manner now."
Michael: "Please reship as soon as you can. Thank you."
The Resolution
What happened next:
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We contacted the warehouse to resolve the UPS return issue
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Coordinated with them to identify which model was shipped and get the correct bike sent
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Provided a resolution: "Hi Michael, good news - I just heard back from the warehouse! They're working to identify which model was shipped and will get your bike sent to you as quickly as possible. If the warehouse doesn't receive a positive resolution from UPS within 1-2 business days, they will immediately prioritize your needs and send you a brand new replacement Classic2 e-bike to ensure you're taken care of. Either way, you'll receive a tracking number within 1-3 business days so you can monitor delivery. We sincerely apologize for this inconvenience and are committed to making it right for you."
Michael: "Ok, thank you for your prompt action to resolve this."
What happened after:
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Correct bike shipped with FedEx tracking 1 day later
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Estimated delivery provided
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"Thank you so much for your patience throughout this process. We truly appreciate you giving us the opportunity to make this right. If you have any questions when your bike arrives, please don't hesitate to reach out. Enjoy your new ride!"
Michael: "Thanks you. I appreciate your efforts."
Total Timeline: 7 days from initial confusion to the bike being re-shipped
Key Takeaway: When shipping gets messy, we give customers real choices and honest timelines - no guilt trips, no pressure.
"I saw lights on the pictures, and I can't recall seeing that they didn't come."
The Situation:
Sarah ordered Nakto Pony bikes based on product photos showing front and rear lights. The bikes arrived without them.
The Initial Problem
Sarah: "The Nakto Pony step thru that was delivered today did not include the front or back lights."
Us: "Hi Sarah! Sorry to hear your lights are missing. We will reach out to the manufacturer and have a replacement sent to you as soon as possible. Are there any other issues with the bike that was delivered?"
Sarah: "No more issues, everything else as expected. Thanks for your response."
What We Discovered
We contacted the manufacturer and learned the lights weren't actually standard factory equipment - despite what the product photos showed.
Breaking the News
Us (Scarlett W. via email):
"Hi Sarah,
Thank you for reaching out about the lights for your e-bike.
I wanted to follow up with you after hearing back from the manufacturer earlier this week.
Unfortunately, the lights you were expecting don't come standard with this model from the factory. I apologize for any confusion this may have caused.
However, we'd like to help you get set up properly. Since your bikes have already been delivered, if you'd like to add lights, we're happy to source a quality set for you.
We can order compatible front and rear lights and have them shipped directly to you. Just let us know if you'd like us to take care of this for you, and we'll get them ordered right away.
If you have any questions or would like to discuss lighting options, feel free to reply to this email.
Thanks for your patience, and we appreciate your business!
Best regards,
Scarlett W.
Customer Experience Team
702-410-6699
www.ultraebikes.com
If you have any questions, reply to this email."
Sarah's Response: The Real Reason She Bought
Sarah: "Thank you for your response. That's unfortunate because one of my main reasons for ordering these bikes was I saw lights on the pictures, and I can't recall seeing that they didn't come with the lights. Yes, please proceed with the order. And thank you again for your help."
Taking It Further: Advocating Beyond This Customer
Us:
"Hi Sarah,
You're welcome, and we'll get those out to you and provide updates once they are sent.
It is very unfortunate, and we apologize again. We brought this to the manufacturer's attention and suggested they update their information on their literature to eliminate confusion.
If you need anything or have questions, please don't hesitate to let us know.
We thank you for your patience and thank you for choosing Ultra E-Bikes!
Best regards,
Scarlett W.
Customer Experience Team
702-410-6699
www.ultraebikes.com
If you have any questions, reply to this email."
The Resolution: Following Through
Us:
"Hi Sarah,
Good news! Your lights have been shipped and are on their way.
You can track your package at: https://tools.usps.com/go/xxxx
The lights should arrive within 2-5 business days. Once you receive them, if you have any questions about installation or need any assistance, please don't hesitate to reach out.
We appreciate your patience and your business!
Best regards,
Scarlett W.
Customer Experience Team
702-410-6699
www.ultraebikes.com
If you have any questions, reply to this email."
What This Story Shows
1. We Took Full Responsibility
Even though the misleading photos came from the manufacturer, we didn't say "not our problem." We sourced and shipped compatible lights at no charge.
2. We Advocated for Future Customers
"We brought this to the manufacturer's attention and suggested they update their information on their literature to eliminate confusion."
We didn't just solve Sarah's problem - we worked to prevent the same issue for everyone else.
3. Professional, Consistent Communication
Every email came from the same person (Scarlett W.) with full contact information. Sarah always knew exactly who was handling her case.
4. Complete Follow-Through
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Researched with the manufacturer
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Sourced compatible lights
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Provided tracking link
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Offered installation support
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Remained available for questions
Total Timeline: 1 week from initial contact to lights shipped
Key Takeaway: When product expectations don't align with reality due to misleading manufacturer information, we don't hide behind "that's what they send us." We make it right, AND we push the manufacturer to fix the root problem.
"Nobody has gotten back to me from Mulberry, and I've left a message and emailed."
The Situation:
Lisa's pedal assist stopped working after a factory reset. She has an extended warranty through Mulberry. She tried contacting them directly for days, and they never responded.
The Initial Problem
Lisa: "I restarted to factor settings, and pedal assist is still not working. I need a new motor."
Us: "Hi Lisa, I understand the pedal assist still isn't working after the factory reset. Have you had a chance to contact Mulberry support about getting a new motor? Since you have the extended protection plan, they should be able to help coordinate that for you. Please let me know if you need anything else or encounter any issues."
The Manufacturer Goes Silent
Lisa: "Nobody has gotten back to me from mulberry and I've left a message and emailed."
We Step In: Direct Vendor Coordination
Us: "Hi Lisa, I've included a Mulberry representative in an email to assist you in accessing your warranty portal and filing your claim. Please check your email for the details."
The Email We Sent (CC'ing Mulberry Directly)
Us (Scarlett W.):
"Hi Lisa,
I have included a representative from Mulberry in this email to assist with your warranty.
Sarah, can you help Lisa access her portal to file her claim? Please let us know if you need anything from us.
Best regards,
Scarlett W.
Customer Experience Team
702-410-6699
www.ultraebikes.com
If you have any questions, reply to this email."
Manufacturer Response
Sarah C. (Mulberry):
"Hi Lisa,
I've had the welcome email re-sent to your email address. Please follow the steps there to set up a claim in your dashboard, and then the support team will get back to you with next steps!
Best,
Sarah C.
The Resolution
What happened:
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We connected Lisa directly with Mulberry's Senior Partner Success Manager
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Sarah re-sent the warranty portal access email
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Lisa was able to set up her claim in the dashboard
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Support team scheduled to respond with next steps for motor replacement
Why this mattered:
Lisa had been trying to reach Mulberry for days with no response. Within hours of us involving our vendor contact, she had portal access and a clear path to resolution.
Total Timeline: 2 days from Lisa contacting us to vendor connection established
Key Takeaway: When manufacturers/vendors ghost customers, we don't tell you "keep trying." We use our direct relationships to connect you with decision-makers who can actually help.
"I bought it slightly used privately."
The Situation:
David contacted us about a dead battery and a lost key on an Ecotric Leopard mountain bike. Important detail: He bought it used from a private seller, not from us. He's in Florida. We're in Las Vegas. We don't offer repair services.
The Initial Request
David: "Please contact me regarding a dead battery which won't charge and lost key to remove and service or replace it."
Us: "Hi there, thanks for contacting us! Sorry to hear youre having problems with your battery. Do you have an order number we can look up?"
David: "I bought it slightly used privately."
Us: "Understood, what make and model is the bike?"
David: "Ecotric leopard mountain bike."
David: "Is there anyone near the villagesin Florida who services these?"
Our Response: Helping Anyway
Us: "Thanks for the information. We are a Las Vegas-based company and don't make any repairs; however, a quick Google search brought up a couple of repair shops: E-Mobilize Bike Service & The Bike Doctor, and Ebike Specialists. They might be able to assist."
David: "Thanks."
Why This Matters
What we had ZERO obligation to do:
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Help someone who never bought from us
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Provide support for a 2-year-old used bike
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Research repair shops across the country
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Spend time on someone who can never become a customer (he already has a bike)
What we did anyway:
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Asked questions to understand his situation
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Took 2 minutes to Google repair shops in his area
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Provided multiple options with names
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Responded professionally and helpfully
Total Timeline: 15 minutes
Key Takeaway: We help people even when there's absolutely nothing in it for us. Not because it makes business sense. Because it's the right thing to do.
What These Conversations Show
We're Honest About What's Happening
"I've reached out to the warehouse multiple times today and haven't gotten a response yet, which is unusual."
Real transparency, even when the news isn't great.
We Give You Real Choices
"If you'd prefer to cancel and find a bike locally, I completely understand and will process your refund immediately. The decision is entirely yours."
No pressure. No guilt trips. Your call.
We Coordinate on Your Behalf
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CC'ing manufacturer reps directly into email threads
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Following up with all of our partnerswhen they go silent
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Sourcing alternatives when original plans fall through
We Don't Disappear
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20 days of back-and-forth with Amanda
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Checking back in weeks later about accessories
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Helping even when it's not our responsibility
We Help Even When We Don't Have To
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Finding repair shops for bikes we didn't sell (David)
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Shipping lights that weren't included from the factory (Sarah)
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Troubleshooting user-error issues (Christina)
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Advocating with manufacturers to fix misleading information
This Is Just Standard Operating Procedure
These aren't "above and beyond" stories where we're trying to impress you. This is literally just how we handle every support request that comes in.
Sometimes it's fast. Sometimes it takes weeks. Sometimes we can fix it ourselves. Sometimes we have to coordinate with manufacturers and vendors who move slowly.
But we don't ghost you. We don't pass the buck. We don't tell you, "not our problem."
We stay with you until it's resolved.
Ready to Work With Us?
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