Service assistance
25,00 €
Paid phone support: 1 occurrence of 15 minutes on WhatsApp. Please read the service description « Recomendation ».
Serial number
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Description
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Gocycle ticket number if you created one on gocycle.zendesk.com
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Conditions and Consent
Week-end & Day off
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Service assistance
Product Details
Marque: Movinnov
Type: Service
This service primarily focuses on preparing and guiding customers for future overhaul, repair or problem resolution procedures. It is important to note that, although we are committed to providing quality advice and support, this service does not imply a guarantee of results and immediate resolution. Our telephone support service is chargeable.
Limitation of Liability Clause
Our company acts in the capacity of a reseller and remains subject to the conditions, availability, authorizations, and spare parts provided by the manufacturer or supplier. Consequently, no technical, commercial, or delivery commitment towards the end customer can be made without the prior and express approval of the supplier.
Recommendation:
Before ordering this paid service from Movinnov,
From the Gocycle website: https://gocycle.zendesk.com/hc/en-us
- Download and read the manual: https://gocycle.zendesk.com/hc/en-us/categories/36...
- Consult the Gocycle technical database: use the search mode: https://gocycle.zendesk.com/hc/en-us
- Create a Gocycle ticket: https://gocycle.zendesk.com/hc/en-us/requests/new
Technical points covered
Creating a ticket: Requires basic information, such as the bike's serial number.
Basic advice: Instructions and directions to properly process the request to a technician or the Gocycle manufacturer. Provision of instructions for minor repairs, the choice of spare parts depending on the models, ... Example, advice following a puncture, for changing tires, checking tire pressure, choosing a air chamber, ...
Technical support: Helps identify technical issues based on symptoms described by the customer.
Prevention: Advice on regular maintenance to prevent frequent breakdowns.
Exclusions: Requests requiring physical intervention, such as major repairs or replacement of parts, are excluded from the service.
Service Limitations
Contact details: The service is accessible only by SMS or WhatsApp, with a recommendation to use WhatsApp for sending photos and videos.
Type of bike covered: Only Gocycle bikes with serial numbers > 300000 are eligible. Please note that Gocycle no longer provides assistance on the G1 and G2 models, namely the series, from 000001 to 299999.
One occurrence processed per order and per serial number.
Payment by card when ordering.
Authorize access to your mobile phone number for SMS, WhatsApp and calls.
Deadline for consideration
Service hours (GMT Paris): Available from 10 a.m. to 1 p.m. and from 2 p.m. to 6 p.m., Monday to Friday.
The response time is the maximum time between the moment the customer requests assistance and the first response from our technical support.
Deadline calculated on the basis of service hours and working days: The deadline is set at 8 hours.
examples: A request validated at 11 a.m. on Monday will be taken into account no later than the following day, Tuesday at 11 a.m. A request validated at 11 a.m. on Saturday will be taken into account no later than Tuesday at 10 a.m.
Procedure :
You state your request and attach photos and videos
We acknowledge receipt of the order by email
We issue a payment request by CB card by SMS or WhatsApp (no email)
We discuss with you to clarify the request and determine the symptoms
We communicate instructions, documents, photos, videos, links...
We close the request.
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