At Gocycle we take customer safety seriously. Like all high quality bicycles, Gocycles are tested to meet and exceed relevant safety standards. For example, where the Ebike standards call for 100,000 cycles testing, Gocycle’s internal standards call for 2.5x these minimum safety standards - and we test critical components to 250,000 cycles. But testing our products to meet international safety standards is only one part of our approach to customer safety. Whether bicycle, ebike, escooter, motorcycle, car, or electric car, all successful vehicle manufacturers will from time to time discover new product service or safety issues. And when they do, the most important consideration is their ability to contact and notify their customers directly and time efficiently.
In 2012, we were the first ebike company in the world to fit Bluetooth on every production Gocycle. Why did we do that? It wasn’t to track our customers so that we could sell them more stuff! We did it because we were completely dissatisfied with the bicycle industry’s archaic paper based warranty registration customer contact tracing and product recall processes.
We wanted to establish a Gold standard when it comes to keeping our customers updated with important safety and service related information. And that’s why since 2012, we have required owners of Gocycles to register an email contact though our GocycleConnect App during initial setup of the Gocycle. The email address provided is used to contact customers whenever we feel we have important safety or service related information to share. It’s a Gold standard of traceability that few other bicycle and ebike manufacturers have.
And while most all other ebike companies allow their products to work with full functionality straight from the factory – we require that every Gocycle is taken through a complete safety configuration setup process before the product will even be enabled to operate.
During the configuration and setup process, we provide as much important safety and setup information as possible – both for our customers and our dealers performing PDIs, and we ask customer and dealers to digitally sign that they understand and have completed all the important steps. Sadly, many customers don’t read the owner’s manuals – so we go above and beyond to pull in the most critical safety checks into the configuration process in our App in an effort to keep all customers – whether they choose to read the owner’s manual or not – safe before riding.
And when we find better ways to show important safety checks in our setup process, we add them so that all customers and dealers benefit from our continuous improvement. Literally the next Gocycle and customer that goes through setup after an improvement is released will benefit.
Because we require email registration connected to each unique frame number, we can contact our customers easily, and we do!! Pro-actively and regularly!
Whether that is a recommendation to download the latest firmware to offer the highest level of longevity, or a friendly reminder on the importance of getting your Gocycle serviced, or a new pre-ride safety check (TB23), compared to other ebike brands, our product safety and customer contact system allows us to be far more pro-active with keeping all of our customers as safe as possible.
It is a fact that Gocycle owners will get more safety and service related information because unlike our competitors, since 2012 we have chosen to operate with a Gold standard when it comes to customer service and safety notification. Regular notifications of even minor safety or service improvements is a good thing!!
We are constantly monitoring our global fleet of Gocycles, whether brand new or a 10 year old Gocycle with 15K miles on it. When we learn something new, or we can improve inspection or maintenance or safety checks, we create Tech Bulletins (TB) notices and contact our customers. Some TBs relate to best practices, some relate to safety checks, some relate to how to properly service Gocycles, and some relate to recommendations for refitting Gocycles with our latest improved components. And some issues we notify customers of are not safety related, but can improve the reliability of the product and ultimately maintain the value of the investment the customer has made.
We even recommend that all customers and dealers check for any new TBs relating to their Gocycles every 3 months. The TBs can be found here:
TB notifications are just one part of Gocycle’s total Gold standard approach to customer safety notification and continuous improvement.
We think our pro-active approach is responsible and sets a high standard for the industry to follow. We hope our dealers and customers view our regular service and safety notifications positively and will act conscientiously on the advice and recommendations we provide so that product safety and enjoyment remains un-compromised.