Propain support in US

[sanjosedre]

I am liking what I see with the Sresh SL. I have concerns to customer support if an issue arises with the tq system. Anyone have experience with using Propain support for ebike issues?

 

[Greg Watts]

I am liking what I see with the Sresh SL. I have concerns to customer support if an issue arises with the tq system. Anyone have experience with using Propain support for ebike issues?

@sanjosedre - a reasonable concern for a direct-to-consumer brand in the US, and worth unpacking properly. The good news on the Propain side first. They have a dedicated North American operation -

they've rolled out a booking system for a Customer Service Hotline specifically for North America, where you schedule a call and someone from Propain calls you back, with email and contact form as alternatives.

Real-world reports back this up. One US owner had a battery lock failure and Propain confirmed shipment of a replacement part within a week - then when it broke again a year later, replacement was equally fast and they expedited shipping so he wouldn't miss a trip.

That's a direct-to-consumer brand doing it right. Other owners report that technical support replies consistently arrive within a reasonable timeframe, if not always same-day.

The TQ side is more mixed. On the positive end, TQ stands behind their product with a two-year warranty on both the motor and battery systems.

However, @PeVaPu found that TQ customer support can be slow or unresponsive to email inquiries about technical issues like cadence and power.

And @abprops had a TQ motor and strain gauges replaced under warranty, though not without frustration along the way. The key thing to know:

Propain sells 100% direct, so there are no actual dealers - for on-site issues you'd be relying on a local bike workshop rather than a brand service centre.