GEBE Customer Service

KevinK

Member
Local time
8:57 AM
Joined
Jun 28, 2010
Messages
74
GEBE seems to have very poor customer service. I have had 3 failures with the parts of the kit. 2 of those very minor but the third the failure of the main motor mount strut.
GEBE's policy seems to be that everything is the customer's fault untill you prove otherwise. Also, one must pay shipping both ways in any transaction no matter who's fault.
I will post picx on my blog of my failed parts.
So, GEBE owners or potential owners please be aware of these policies....

Kevin
 
First I want to say that I really really love the GEBE system for a 335 mile weekly commute. I still believe that this is one of the best systems out there. But I just do not get there policies. I will complain on my blog site about this policy. I will have a bank check in the mail for the part. I need the part to be back on the road.
Well, I am an ultra cyclist so I am using the pedal bike for 66 miles per day the last few days with our great weather!
I think that with there great product this is an arrogant policy. Any new competitors care to step up with an equal product? Me thinks this might need to happen just saying...and what I have seen out there this is the best most reliable kit on the market.
so, send me one of your kits. I am a Mo/fo as far as an a!@##le as far as reviewing junk products.
I ride around on a high end Orbea road bike. The carbon cracked. I had a replacement frame no questions asked in 4 days. I sent in the one that failed and guess what? It went back to Spain for there engineers to look at since so few failed. I was not blamed nor questioned. The local bike shop provided a bike for me to ride in the mean time. That is customer service that I am used to.
Well as the cadillac of the MB industry I have been treated to some arrogance.
So buyers that is the deal if ya consider dealing with this company.

Kevin
 
whether it's because they're still in the developemental stage or simply moving a product known for failure, some makers & sellers know they're gonna be replacing a lot of parts...and consider it a pre-condition, an "acceptable" cost of doing business. no, i'm not going (any further) down that road.

GEBE's record speaks for itself...i do wish they could solve the cracking-cover issue, but i don't blame them in the least for being dubious of claims of actual mechanical or structural defect.

KevinK, you posted elsewhere on MBc: "lots of pounding on the roads at 30mph..."

only one guy i ever knew could BREAK gebe stuff, and that is "beach crusin"...he's a hard rider, a curb-jumper, who puts tons of miles on his MB. he has broken straps, heck he's broken a lot of stuff, he doesn't blame anyone when it happens. i contend that a truly-defective mounting strap would have made itself known LONG before 1000 miles of "pounding"...i sorta think Golden Eagle feels the same way. Dennis will know if the part is defective, Juls will send a replacement (or issue a credit) if that's the case.

speaking of credit, i just tested the checkout at GEBE and was able to "purchase" a strap with my very-limited mastercard debit, so it's unlikely a credit card with a 20K limit would fail.

all i'm saying is there is almost always more to a "poor service" story than the consumer is willing to disclose...this may or may not be the case here, but knowing the GEBE team as well as i do, i have my personal doubts.
 
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Lets all take a pause in the disscussion....... this has taken a turn away from support and services to vendor bashing and vendor overpromotion.
 
let's be clear...i am NOT a vendor, and haven't been for a long time...i am merely a friend and very satisfied customer.
 
whether it's because they're still in the developemental stage or simply moving a product known for failure, some makers & sellers know they're gonna be replacing a lot of parts...and consider it a pre-condition, an "acceptable" cost of doing business. no, i'm not going (any further) down that road.

GEBE's record speaks for itself...i do wish they could solve the cracking-cover issue, but i don't blame them in the least for being dubious of claims of actual mechanical or structural defect.

KevinK, you posted elsewhere on MBc: "lots of pounding on the roads at 30mph..."

only one guy i ever knew could BREAK gebe stuff, and that is "beach crusin"...he's a hard rider, a curb-jumper, who puts tons of miles on his MB. he has broken straps, heck he's broken a lot of stuff, he doesn't blame anyone when it happens. i contend that a truly-defective mounting strap would have made itself known LONG before 1000 miles of "pounding"...i sorta think Golden Eagle feels the same way. Dennis will know if the part is defective, Juls will send a replacement (or issue a credit) if that's the case.

speaking of credit, i just tested the checkout at GEBE and was able to "purchase" a strap with my very-limited mastercard debit, so it's unlikely a credit card with a 20K limit would fail.

all i'm saying is there is almost always more to a "poor service" story than the consumer is willing to disclose...this may or may not be the case here, but knowing the GEBE team as well as i do, i have my personal doubts.

Augi,

I do indeed have 1500 plus commuter miles on this kit. My average speed is right around 25 mph. I pedal assist a lot to help the motor and also to get a work out. IMO this is light duty use for this beefy Gary Fisher mountain bike. I always have the engine throttled back to protect it.
I called my local credit union once again and GEBE certianly has permission to use the card. The problem with the card is on there end.
If the use and amount of miles that I put on this bike is an issue than the part needs to be redesigned. I am more than willing to be a guenea pig with this issue. So, now there saying there is a life span to this critical part?
Fine, I am busy right now but I will have a check in the mail for the part plus shipping and handling.
So, your saying that lets say every 1500 miles or so I need to replace this part as a wear and tear item?
If that's the case I am totally willing to work with GEBE on this issue and also I am willing to test a beefier product design. However, hopefully GEBE will let me know of any other parts that need replacement also. I know the belt is a ware item also and possibly the belt ring.
My interest here is to get back on the road as soon as possible not to bash this company. There product is awesome. Lets just call it a misunderstanding.
If they are going to work with me I plan to work with them on this issue.
If its a ware item its a ware item. They should have the parts by Friday via US postal for them to inspect.

Kevin
 
GEBE seems to have very poor customer service. I have had 3 failures with the parts of the kit. 2 of those very minor but the third the failure of the main motor mount strut.
GEBE's policy seems to be that everything is the customer's fault untill you prove otherwise. Also, one must pay shipping both ways in any transaction no matter who's fault.
I will post picx on my blog of my failed parts.
So, GEBE owners or potential owners please be aware of these policies....

Kevin

You made this post in the incorrect forum, Please be sure to read the forum descriptions when you post.

let's be clear...i am NOT a vendor, and haven't been for a long time...i am merely a friend and very satisfied customer.

I apologize for the misunderstanding. The original thread was of the length that I just wished for a pause in the disscussion, so that I could review it.
 
you got 1500 out of a belt & gear, you're doing something right alright. the drive-gears and belts are "consumables" and lifespan is entirely dependant on alignment and riding-style. the drive-rings can last practically forever, especially when factory installed on a velocity wheel. the broken strap, i'm trying to say, is unusual, but rough-riding CAN cause breakage...never personally had to replace a strap, even after 10,000+ miles.

upon reflection, there is one thing may cause a break like yours: let's say we catch a little bit of the seat-stay or other "bumpy-bit" under where the strap is secured against the dropout... the axle-nut should be holding the mount's leg perfectly flush to the dropout...so, if we force a bit of twist, no matter how small, into the leg, i could see it eventually causing a break at exactly that spot. food for thought.
 
you got 1500 out of a belt & gear, you're doing something right alright. the drive-gears and belts are "consumables" and lifespan is entirely dependant on alignment and riding-style. the drive-rings can last practically forever, especially when factory installed on a velocity wheel. the broken strap, i'm trying to say, is unusual, but rough-riding CAN cause breakage...never personally had to replace a strap, even after 10,000+ miles.

upon reflection, there is one thing may cause a break like yours: let's say we catch a little bit of the seat-stay or other "bumpy-bit" under where the strap is secured against the dropout... the axle-nut should be holding the mount's leg perfectly flush to the dropout...so, if we force a bit of twist, no matter how small, into the leg, i could see it eventually causing a break at exactly that spot. food for thought.

Augi,

The mount is rock solid holding that engine strap on to that Velocity wheel. BTW, my Gary Fisher CR-7 is one of the stiffest bike frames on the planet! There is no movement under the saddle with this frame.
The alignment is really good and there is very little bobbing of the tensioner arm. I thought that I did a really good job with this build but who knows. Go over to my blog and look at my pix's of my build. Maybe there's something there I did wrong. Bottom line was it was kind of scary when the bracket failed. I am looking to get back on the road as soon as possible. The Belt and gear seem like new so far but I plan on a new hwy gear soon and also a replacement belt to throw on when this one wears out. We will probably never get to the bottom of it. I will just pay for a new part. I need the bike up and running. Whatever Denis decides over at GEBE I will abide by.
Also, sorry to the mod for posting in the wrong section. It was unintentional.
I know that its just a cost of commuting with this kit. Minor really compared to a car!
If Dennis is working on something that needs a test don't hesitate to send it my way. If I can't break it I guess no one can....

Kevin
 
to clarify...if there's any irregularity (like the end of a stay, or a lug) that prohibits a trueflat fit of strap to dropout, it will twist the strap a bit.

speaking of belts...always keep a spare belt pre-strung and zip-tied out of the way...you'll thank us for that advice someday.

if budget allows, can we run a real-time test? are you willing to try an online credt-card purchase of a spare belt and gear? then, if there's a problem, you could email juls the error message.

Stan4d, good call on the moderation, thank you. i had meant to ask what's up with the feldman avatars? and don't you dare say "what avatar?" ;)
 
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