The Difference of Buying an Electric Bike from a Bike Shop vs a Solely Online Seller

With an online-only purchase, the bicycle typically arrives at your home in a large shipping box. There is generally no professional assembly included and no opportunity to test ride the bicycle before purchase. The customer is responsible for assembling the bicycle themselves if he is technically inclined or transporting the large, heavy box to a local bicycle shop for professional assembly. A local shop will normally charge for this service because the bicycle was not purchased there, and professional assembly of an e-bike can commonly cost approximately $200–$350, depending on the bicycle and the work required. Bike Attack charges $150 for professional assembly, which includes warranty labor, warranty parts order and diagnostics.

The difference becomes even more important when a warranty issue occurs.

When you purchase a bicycle from a full-service bike shop, the shop handles the diagnostic process for you. Our technicians inspect the bicycle, troubleshoot the problem, determine which component may be causing the issue, and perform the necessary diagnostic work. We then communicate directly with the manufacturer regarding the warranty claim.

That process can involve providing the manufacturer with serial numbers, error codes, photographs, videos, diagnostic results, test results, and additional information requested by their technical or warranty department. There can often be considerable back-and-forth communication before a manufacturer authorizes a replacement component.

When the bicycle was purchased from us, we handle that process on behalf of the customer rather than requiring the customer to troubleshoot the bicycle and communicate with the manufacturer themselves.

Once the manufacturer approves the warranty claim and supplies the replacement component, the labor to install the warranty part is also free to the customer when that labor is covered under the manufacturer's warranty. The customer does not have to receive a part in the mail, figure out how to install it, or search for another bicycle shop willing to perform the work.

By comparison, when a bicycle is purchased directly from an online manufacturer, the customer generally has to contact the manufacturer themselves and go through the troubleshooting and warranty process directly. This may involve waiting for support, answering technical questions, sending photographs or videos, performing tests on the bicycle, and going back and forth with the manufacturer until they determine what component may need to be replaced.

If the manufacturer then sends a replacement part directly to the customer, the customer is still responsible for getting that part installed.

At that point, there are generally two options:

• The customer installs the replacement component themselves, assuming they have the tools, technical knowledge, and ability to safely perform the repair; or
• The customer brings the bicycle and replacement part to a local bicycle shop and pays that shop for diagnostics and/or installation.

Because the local shop did not sell the bicycle, that work is normally treated as outside service and is charged accordingly. Depending on the type of bicycle and repair, this can become a significant additional expense.

And if another warranty issue develops later, the customer may have to repeat the entire process again: contact the manufacturer, perform remote troubleshooting, wait for authorization and replacement parts, and then either perform the repair themselves or pay a local shop to do the work.

A full-service bicycle shop provides a very different ownership experience.

When you purchase from Bike Attack, you are not simply purchasing a bicycle in a box. You receive:

• The opportunity to see and test ride the bicycle before purchasing
• Professional assembly and inspection
• Access to trained bicycle and e-bike technicians
• In-house diagnostics when a problem occurs
• A local shop that communicates and works directly with the manufacturer on your behalf
• Assistance with the warranty claim and required documentation
• Professional installation of approved replacement components
• No labor charge for warranty repairs when the labor is covered by the manufacturer's warranty
• A local point of contact throughout the ownership of the bicycle

That service and support are an important part of the value of purchasing from a professional bicycle retailer. The purchase is not only about the initial price of the bicycle; it is also about what happens after the sale when you actually need assistance.