AN EFFICIENT AND RESPONSIVE AFTER-SALES SERVICE
In order to ensure you a premium service, providing responsive and quality customer service is a priority for Xerider.
The E-Flex is a robust electric scooter, designed to remain reliable for several years. This is why it is very rarely subject to technical problems, unlike other scooters in its class.
Indeed, several thousand copies have been sold since its launch and the technical maintenance department as well as our various points of sale report very few returns.
However, in order to guarantee you the best user experience, as well as a real proximity with us, we maintain an ultra-efficient and responsive after-sales service, which will be able to solve each of your problems.
For this, an e-mail and a telephone number are available to you:
Phone: 07 56 86 10 00
We want to establish a long-term relationship with you. We know that after-sales service is a sine qua non for earning your trust and developing our brand.
This is why after-sales service is an important point to which we must provide a clear and precise answer.
In order not to disappoint you, Xerider sets up an effective after-sales service for its customers and distributor partners:
- Fast shipments and deliveries of orders with UPS.
- A stock of spare parts important available on our website.
- Specialized technicians with a repair workshop.
- A quick response to your problem.
We make every effort to bring you complete satisfaction in the processing of your requests.
Always with the aim of improving the user experience, the E-Flex is guaranteed for 2 years after your purchase.
My E-Flex is experiencing a breakdown, what should I do?
If you encounter damage to the E-FLEX and you bought it on the www.xerider.com website. The first instinct is to contact us either by telephone on 07 56 86 10 00 or by email at firstname.lastname@example.org. Most of the time, the problem can be solved remotely. Otherwise, Xerider will provide you with a return form on request after having found together that the problem cannot be repaired remotely.
The request for After-Sales Service (SAV) must be made by sending an email to email@example.com
Call the after-sales service at 07.56.86.10.00, who can give you the procedure to follow or can solve your problem remotely.
If the product is covered by the warranty, Xerider will bear the cost of reshipping the E-FLEX after the repair. The cost of shipping the broken down vehicle to the showroom will always be the buyer's responsibility. If you can replace the defective part yourself, Xerider will send you the part free of charge so that you can carry out the repair yourself.
The cost of reshipping in the event of a breakdown covered by the guarantee is made on the basis of the initial delivery address and concerns deliveries in mainland France. These costs are borne by Xerider in the event of a guaranteed breakdown.
If it turns out, after receipt of the scooter at the workshop, that the product cannot be covered by the guarantee, for whatever reason, Xerider reserves the right to charge the return postage .
RESPONSE TIME TO YOUR SERVICE REQUEST
We undertake to respond to you within 48 hours of receiving your after-sales service request by e-mail.
You bought your E-FLEX in a store or on the website of one of our distribution partners
If you encounter damage, you must contact the store where you bought it to find out about the after-sales service procedure it has put in place. It is also possible that he asks you to get in touch directly with Xerider. In general, if the problem cannot be repaired remotely, you will need to return the scooter to the store where you bought it so that the store can take charge of the repair, whether under warranty or out of warranty.
You also have the option of bringing it to another partner store that offers the E-FLEX . The breakdown will be taken care of in the same way, even if it is preferable to opt for the store which sold it to you or a commercial relationship has already been established, this may lead to being entitled to an additional service that you would not have had elsewhere.
We also remind you of the new rules applicable to the use of EDPMs from July 1, 2020.
(Motorized Personal Transport Vehicles)
What has changed since July 1, 2020:
The implementation of the decree of October 2019 referring to the new legislation for EDPM (electric scooters, hoverboards, etc.) took place on July 1st. The decree being effective, each user of an EDPM must comply with the new measures resulting from the decree. The electric scooter (like every EDPM) is increasingly used in the city because it saves energy and time compared to other more traditional modes of transport such as the car for example. However, each EDMP user must ensure that they comply with the following measures:
- Maximum dimensions of an EDPM: maximum width of 90cm wide; maximum length of 135cm.
- Braking: each EDPM must have effective brakes (no details as to the type of brake to have). In addition, 3-wheel scooters must now have a parking brake.
- Audible warning: is mandatory and must be heard at least 50 meters away.
- Lighting: each EDPM must be equipped with front and rear position lights at night, as well as during the day in cases of poor visibility.
- Reflector: Passive lights are now mandatory.