Hello,
I want to share my experience with BH after-sales support.
I own a BH AtomX Carbon, bought in 2020. At the time, it was one of BH's high-end e-MTB models. I have been happy with the bike itself, but my experience with BH support has been extremely disappointing.
My bike is currently out of action because of a failure of the Brose S Mag motor. A new motor was ordered at the end of April by the official BH dealer handling my case.
Since that order was placed, the problem is simple: the dealer has received no information at all from BH. No clear confirmation, no delivery estimate, no update of any kind. As a result, the dealer is unable to give me any useful information either.
On my side, I also took the initiative to contact BH directly through their website. I sent a first email in April, then a second one more than two weeks ago. To this day, I have received no reply at all.
I can fully understand that a replacement motor may involve supply delays. What I cannot understand is the complete lack of communication. When a customer has a bike immobilized for weeks, the very least they should get is some information, some follow-up, and a clear sign that their case is actually being handled.
What makes this even harder to understand is that this motor appears to be available from other sellers, yet nobody seems able to supply or program it in the BH version within a reasonable timeframe.
The official BH dealer dealing with my case is also clearly frustrated by the situation. From what I have been told, this lack of support is becoming very difficult for dealers to manage as well.
So my conclusion is straightforward: the bike itself is good, but BH's after-sales support has been completely inadequate in my case. For a bike in this price range and category, that is simply not acceptable.
If other BH owners have had a similar experience, I would be interested to hear from them.
I want to share my experience with BH after-sales support.
I own a BH AtomX Carbon, bought in 2020. At the time, it was one of BH's high-end e-MTB models. I have been happy with the bike itself, but my experience with BH support has been extremely disappointing.
My bike is currently out of action because of a failure of the Brose S Mag motor. A new motor was ordered at the end of April by the official BH dealer handling my case.
Since that order was placed, the problem is simple: the dealer has received no information at all from BH. No clear confirmation, no delivery estimate, no update of any kind. As a result, the dealer is unable to give me any useful information either.
On my side, I also took the initiative to contact BH directly through their website. I sent a first email in April, then a second one more than two weeks ago. To this day, I have received no reply at all.
I can fully understand that a replacement motor may involve supply delays. What I cannot understand is the complete lack of communication. When a customer has a bike immobilized for weeks, the very least they should get is some information, some follow-up, and a clear sign that their case is actually being handled.
What makes this even harder to understand is that this motor appears to be available from other sellers, yet nobody seems able to supply or program it in the BH version within a reasonable timeframe.
The official BH dealer dealing with my case is also clearly frustrated by the situation. From what I have been told, this lack of support is becoming very difficult for dealers to manage as well.
So my conclusion is straightforward: the bike itself is good, but BH's after-sales support has been completely inadequate in my case. For a bike in this price range and category, that is simply not acceptable.
If other BH owners have had a similar experience, I would be interested to hear from them.
