A good experience of calling customer service
Story happedned in summer, 2024. Sophia is one of our Riding experience customer, before new ebike release, she needs to test how the ebike performs.
Cycling is one of her hobbies. She likes to find new places to travel and test the performance of ebikes. Before this, she had ridden to the mountains, roads and rivers. Unfortunately, after coming down a step, the ebike can still run, but there was noise when the wheel turns and obviously the back wheel not smooth as before.
After a few futile attempts to diagnose the issue herself, Sophia decided to call AWDEBiKE support team.
“Good day! This is All-Wheel-Drive ebike's Maggie. How can I help you today?” The voice on the other end was warm and reassuring.
“Hi, Maggie. My name is Sophia. There's something wrong about my back wheel. I was hoping you could help.”
“Of course, Sophia! Can you tell me a bit more about what’s happening with your bike?”
Sophia explained the symptoms: the wheel turned slowly, noises. Maggie asking a few follow-up questions to get a better sense of the problem.
“It sounds like it might be a connection problem. How about we make a video call? I can guide you through some troubleshooting steps,” Maggie suggested.
“Sure, that sounds great,” Sophia agreed, feeling a wave of relief.
Within moments, Sophia received a video call request from Maggie. She accepted, and Maggie’s friendly face appeared on the screen.
“Hi, Sophia! Let’s get started. Can you show me the bike?” Maggie asked.
Sophia positioned her phone camera to give Maggie a good view of her e-bike. Maggie guided her step-by-step, explaining everything in simple terms. They quickly discovered that the fender was misaligned and rubbing against the tire, causing the noise.
“Okay, Sophia, let’s fix that fender alignment. It’s a simple adjustment. First, loosen these bolts here,” Maggie instructed, pointing to the bolts on her own demonstration bike.
Sophia followed along, her hands steadying as she loosened the bolts. Maggie’s calm and clear instructions made the process straightforward.
“Now, gently adjust the fender until it’s properly aligned with the tire, and then tighten the bolts back up,” Maggie continued.
In less than ten minutes, the problem was fixed. Sophia turned on her bike, and the motor hummed to life. She couldn’t help but grin.
“It’s working! Thank you so much, Maggie. That was incredibly convenient.”
“My pleasure, Sophia. I’m glad we could sort that out so quickly. If you ever have any more issues, don’t hesitate to call us. Enjoy your ride!”
As they ended the call, Sophia felt a sense of accomplishment and satisfaction. Not only was her e-bike working perfectly again, but she had also learned a new skill. The experience was unexpectedly pleasant and empowering.
Sophia set out on her ride, feeling the breeze on her face and the sun on her skin, her worries melting away with each pedal stroke. She realized that sometimes, it’s not just about fixing the problem but also about the people who help you along the way.
Cycling is one of her hobbies. She likes to find new places to travel and test the performance of ebikes. Before this, she had ridden to the mountains, roads and rivers. Unfortunately, after coming down a step, the ebike can still run, but there was noise when the wheel turns and obviously the back wheel not smooth as before.
After a few futile attempts to diagnose the issue herself, Sophia decided to call AWDEBiKE support team.
“Good day! This is All-Wheel-Drive ebike's Maggie. How can I help you today?” The voice on the other end was warm and reassuring.
“Hi, Maggie. My name is Sophia. There's something wrong about my back wheel. I was hoping you could help.”
“Of course, Sophia! Can you tell me a bit more about what’s happening with your bike?”
Sophia explained the symptoms: the wheel turned slowly, noises. Maggie asking a few follow-up questions to get a better sense of the problem.
“It sounds like it might be a connection problem. How about we make a video call? I can guide you through some troubleshooting steps,” Maggie suggested.
“Sure, that sounds great,” Sophia agreed, feeling a wave of relief.
Within moments, Sophia received a video call request from Maggie. She accepted, and Maggie’s friendly face appeared on the screen.
“Hi, Sophia! Let’s get started. Can you show me the bike?” Maggie asked.
Sophia positioned her phone camera to give Maggie a good view of her e-bike. Maggie guided her step-by-step, explaining everything in simple terms. They quickly discovered that the fender was misaligned and rubbing against the tire, causing the noise.
“Okay, Sophia, let’s fix that fender alignment. It’s a simple adjustment. First, loosen these bolts here,” Maggie instructed, pointing to the bolts on her own demonstration bike.
Sophia followed along, her hands steadying as she loosened the bolts. Maggie’s calm and clear instructions made the process straightforward.
“Now, gently adjust the fender until it’s properly aligned with the tire, and then tighten the bolts back up,” Maggie continued.
In less than ten minutes, the problem was fixed. Sophia turned on her bike, and the motor hummed to life. She couldn’t help but grin.
“It’s working! Thank you so much, Maggie. That was incredibly convenient.”
“My pleasure, Sophia. I’m glad we could sort that out so quickly. If you ever have any more issues, don’t hesitate to call us. Enjoy your ride!”
As they ended the call, Sophia felt a sense of accomplishment and satisfaction. Not only was her e-bike working perfectly again, but she had also learned a new skill. The experience was unexpectedly pleasant and empowering.
Sophia set out on her ride, feeling the breeze on her face and the sun on her skin, her worries melting away with each pedal stroke. She realized that sometimes, it’s not just about fixing the problem but also about the people who help you along the way.
