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Let us now praise famous bike bit makers

by Cugel
Sun, Apr 30, 2023 12:43
3

In our present world of consumer not-durables and goods only good for profit-making rather than their utility to the buyer, it's a fine thing to come across the opposite sort of manufacturer. Today I offer praise to Fazua (the German e-bike motor-system manufacturer) for their after-sales service ..... but feel free to offer your own dollop of praise for similar experiences with other manufacturers of bike gubbins.

The Fazua motor-battery unit in my Lapierre eXelius ebike had always exhibited a slack fit, meaning the unit could vibrate and rattle when going over very rough roads. After a few months, I decided to attempt a fix.  I emailed Fazua about a half-remembered video I could no longer find showing how to tighten up the fit of their motor-battery unit in the frame recess.

In return I received pointers to a series of videos explaining the process, along with a posting of 3 spare mechanisms (with bolts and spacers) that are installed in the frame to clasp/release the Fazua module - at no cost at all, not even the postage from Germany.

In the event, I swapped out one of these clasping mechanisms for that in the bike.  It turned out that the mechanism in the bike was badly cracked, the probable cause of the slack fit.

Fazua sent me three of these clasping mechanisms, unsolicited, because I mentioned in my email to them that there are three Fazua-equipped bikes in my household. The other two have no problem with the battery-motor module fit but it seems that Fazua sent me the spare clasping mechs just in case.

These mechanisms, by the way, generally cost around £50 each, with spacer plates and bolts  - although they're hard to find in Broken Britain. So, £150-worth of spares from Fazua for nowt!

Anyway, here is superb after-sales service worthy of remark and praise.

If you're new please join in and if you have questions pop them below and the forum regulars will answer as best we can.

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3 comments

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ktache | 1 year ago
1 like

Hope we're replacing the cables on my lights and batteries for nowt, well after their warranty had ended, and even paying for it is worthwhile.

The weld the lower jaw on my Park Tools aluminium workstand failed. Had to be getting on for 15 years old, they had exploded diagrams, and parts lists, and keep a stock of lots of parts for discontinued stuff. A few emails, a payment (admittedly not insignificant) and a wait and I have my workstand back. They had replaced the doohickey from my crank removal tool for nowt a while back too.

But one of the bast, the stirring propeller on my lab's Grant water bath had died. Phoned up Grant and had a good chat with a fine gentleman in their repairs department, mostly about the vintage of some of the water baths in the teaching labs, orange ones from the 70s, some big metal bodied ones from the 50s and 60s, still going strong, less safety features mind. Gave my details expecting a bit of back and forth for payment, and a few days before Christmas three of them show up in a jiffy bag.

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Kapelmuur | 1 year ago
1 like

Good service indeed, but the Fazua Facebook users group is full of people complaining that Fazua customer service is bad!

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Cugel replied to Kapelmuur | 1 year ago
1 like

Kapelmuur wrote:

Good service indeed, but the Fazua Facebook users group is full of people complaining that Fazua customer service is bad!

Personally I avoid the antisocial media as it's not just like a (mental) plague but actually is one. I do hear, though, that cyberplaces such as Faecespuke are full of gharks & hoos intent only on creating large & stinking bogs of discontent, disaffection and mental dysentry.  1  Does anyone ever praise anything there, other than other crazed loons with dark intents and pockets full of condemnatory conspiracy claptraps?

*********

I have come across the odd complaint about Fazua-equipped bikes, although they all seem to turn out to be more to do with the installation of the Fazua gubbins in particular bikes rather than anything wrong with the Fazua stuff per se. There was a spate of complaints about the Boardman Fazua-eqipped bike, for example, that seemed to be down to poor wiring installation or other cack-handed actions of the bike manufacturer/builder rather than the Fazua gubbins itself. 

The problem I had with the loose Fazua module in me Lapierre eXelius seems to have been one of those. Whoever installed the Fazua locking catch into the frame had overtightened the bolts, resulting in the catch body cracking. The bolts are supposed to be tightened to 2Nm but judging by the difficulty in unscrewing them, they'd been tightened as tight as the installer could manage.

 

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