OUR SERVICE FOR YOU
Even the best bike may need a mechanic at some point. To receive the best possible assistance, please first select where you purchased your HNF-NICOLAI e-bike. Just click on one of the following three headings.
If you purchased your bike from an independent bicycle retailer, please contact your dealer directly. Your dealer will support you in close co-operation with us. This applies to all work on the bike, be it warranty claims, customised repairs, modifications and conversions or claims under the manufacturer’s warranty.
Did you purchase your bike from a hypermarket, such as the Media Markt / Saturn Group? In this case, you can contact us directly. Just send us an e-mail to [email protected]. We are happy to help you – in any of three ways:
1. via our BOSCH-certified HNF specialist workshop in your area
In many cases, this is the best way to achieve a quick, high-quality solution. Of course, we will cover all costs in the event of a warranty or guarantee claim; our qualified workshops will invoice us directly. You can find an interactive overview of our dealers and specialist workshops here.
2. via shipping of spare parts
Some customers want to get involved themselves. For simple repairs, we can support you by shipping parts quickly upon request. In the event of a warranty claim, however, we reserve the right to carry out the repair ourselves or have it carried out by a specialised workshop.
3. via retrieval to our factory
For complex repairs, e.g. to the motor, electronics or gearbox, but also for more extensive accident repairs, we will bring your e-bike back to the factory and have it repaired promptly. Our specialised logistics partner will arrange for a trouble-free collection from your home.
SERVICE PROCEDURE
For your request to be processed, we require your notification in writing. Simply send us an e-mail to [email protected]. You can speed up the process by including or attaching the following:
- Complete details of the purchase (proof of purchase, name of the buyer)
- If possible, photos or videos of the damage.
Please note that we cannot accept damage reports by telephone. Communication with the service department is in writing only. You will usually receive an answer within 24 hours. During the peak season and in the event of exceptionally high workloads, it may take 2-3 working days to respond. Thank you very much for your understanding!
Have you purchased your bike directly from us, for example via our sales force, our factory outlet in Solar Valley or our shop in Biesenthal? In this case, you can contact us directly. Simply send us an e-mail to [email protected]. We are happy to help you – in any of three ways:
1. via our BOSCH-certified HNF specialist workshop in your area
In many cases, this is the best way to achieve a quick, high-quality solution. Of course, we will cover all costs in the event of a warranty or guarantee claim; our qualified workshops will invoice us directly. You can find an interactive overview of our dealers and specialist workshops here.
2. via shipping of spare parts
Some customers want to get involved themselves. For simple repairs, we can support you by shipping parts quickly upon request. In the event of a warranty claim, however, we reserve the right to carry out the repair ourselves or have it carried out by a specialised workshop.
3. via retrieval to our factory
For complex repairs, e.g. to the motor, electronics or gearbox, but also for more extensive accident repairs, we will bring your e-bike back to the factory and have it repaired promptly. Our specialised logistics partner will arrange for a trouble-free collection from your home.
SERVICE PROCEDURE
For your request to be processed, we require your notification in writing. Simply send us an e-mail to [email protected]. You can speed up the process by including or attaching the following:
- Complete details of the purchase (proof of purchase, name of the buyer)
- If possible, photos or videos of the damage.
Please note that we cannot accept damage reports by telephone. Communication with the service department is in writing only. You will usually receive an answer within 24 hours. During the peak season and in the event of exceptionally high workloads, it may take 2-3 working days to respond. Thank you very much for your understanding!