Mokwheel

Dear Melanie, First and foremost, we would like to extend our sincerest apologies to you and your husband for all the frustrations you have experienced with your Mokwheel over the past year. We fully understand how disappointing it must have been to invest considerable time and effort into repeated repairs, only to find that the issue was never properly resolved, ultimately leaving the bicycle unused in your garage. This is by no means the experience we wish any of our customers to have. We also deeply regret the recurring problems you have encountered with the rear wheel motor, as well as the unsatisfactory communication with our customer service team. Upon review, we note that our after-sales team did correspond with you in April 2025 regarding the rear wheel motor issue and requested relevant photos and video footage to enable a more accurate diagnosis. However, as we did not subsequently receive the requested visual materials, we were unable to verify the specific fault and therefore could not proceed further with the case. We have taken your feedback very seriously and have escalated the entire case to our senior technical team for a thorough review. We sincerely hope that you can provide us with the specific details of the fault you experienced, along with the photos and videos we had previously requested. Once we receive this information, we will assign a dedicated representative to verify and follow up on your case promptly, and we will provide you with a resolution as soon as possible, ensuring that your concerns are properly addressed and that communication gaps do not occur again. We fully recognise that no amount of explanation can make up for the time and effort you have lost over the past year. Nevertheless, we genuinely hope to have the opportunity to communicate with you in good faith and do our utmost to resolve this outstanding issue. Once again, thank you for sharing your experience with us so candidly. Your feedback is invaluable in helping us review our service processes and prevent similar issues from arising in the future. Best Regards, Mokwheel

Dear Grant, First of all, we would like to sincerely apologise for the poor experience you have encountered during use, and we also appreciate you taking the time to share your honest feedback with us. We take your feedback very seriously regarding the MESA LITE controller failing after approximately six months of use, as well as the significant time and effort you have invested in the repair process. We fully understand that such an issue can severely impact your normal riding experience, and we are deeply sorry for the inconvenience this has caused you. We also completely understand the frustration and difficulties you experienced while attempting to repair the unit yourself – this is certainly not the level of service we aim to provide. We fully appreciate the disappointment this malfunction has caused you, especially given that you have not encountered similar issues before. Your feedback is extremely valuable to us. Regarding the specific problem you are currently facing, we would recommend that you contact us for further communication as soon as possible, and provide us with more detailed information about the fault. This will enable us to make a more accurate assessment and offer you a more targeted solution. Whether the issue relates to product performance anomalies or repair guidance, we will do our utmost to assist you in resolving it properly. Once again, we sincerely apologise for the inconvenience caused, and thank you for your feedback, which is of great value in helping us improve our products and services. We look forward to hearing from you so that we can follow up on your case. Best Regards, Mokwheel

Dear Leo, Thank you for sharing your experience. We have read your feedback carefully and fully understand your dissatisfaction and disappointment. Price issue We understand your frustration about the product being offered at a promotional price shortly after your purchase. Prices vary based on market activities, seasonal promotions, and regional strategies. We are unable to apply subsequent promotional prices to past orders. Rear brake noise on the first e-bike All Mokwheel e-bikes undergo strict quality inspections before leaving the factory. Based on the video and photos you provided, the issue was more likely caused by component displacement during transport, not a manufacturing defect. As stated in our user guide, after long-distance transport, components may shift slightly and require adjustment. We strongly recommend having the e-bike inspected by a professional technician before first use. Our initial solution was to have the e-bike adjusted at a local repair shop with reasonable costs reimbursed. When you were unable to accept this, we coordinated and arranged a full replacement. We apologise for the communication efforts, waiting time, and inconvenience caused. Second e-bike issues You mentioned paint scratches on the front fork. Minor cosmetic imperfections or slight displacement during transport and assembly can occur. We recommend thorough inspection upon receipt. Regarding the rear shock absorber air leak, after confirmation, we provided a free replacement under warranty. We apologise for the waiting time and inconvenience. Horn, throttle, and riding experience All Mokwheel products sold in Europe comply with local laws. European-spec e-bikes are not equipped with a throttle or electric horn, but come with a mechanical bell that meets regulations. We cannot add a throttle or electric horn, nor do we support such modifications. Riding experience The power assist system provides motor output based on pedalling input. For a more relaxed ride, we recommend adjusting the gear and increasing the PAS level (e.g., PAS 5) for stronger assistance. Your feedback has been recorded and shared with our product team as a reference for future improvements. Customer review authenticity We adhere to authentic user reviews and do not create or publish fake reviews. Both positive and negative reviews are equally valuable to us. We understand that the multiple issues and communications have led to a negative overall impression. We sincerely apologise and will continue to improve. Thank you for sharing your opinions. Customer feedback drives our continuous improvement in product quality, logistics, and after-sales service. Wishing you smooth and enjoyable rides. Best Regards, Mokwheel

Hello Daniel, First of all, thank you for taking the time to share your feedback. We are deeply sorry that your shopping experience did not meet your expectations. We take the issues you raised very seriously, including the missing e-bike components, the assembly condition of the bicycle, and your experience during the after-sales support process. Upon receiving your feedback, our customer service team contacted you promptly and has been actively following up on and addressing the matter. At the same time, we would like to extend our sincere apologies for the unpleasant experience you encountered during the purchase of your e-bike and throughout the service process. We always strive to ensure that every customer receives both a quality product and a satisfactory service experience. Regarding your concerns about your interaction with our customer support team, we have already forwarded your feedback to the relevant internal team for further review. We are committed to providing professional, patient and efficient customer service, and we will continue to improve our service processes. We understand the expectations that come with purchasing a brand-new e-bike, and we also understand the disappointment this experience has caused. Your case is still being actively handled, and we will continue to stay in contact with you while doing our utmost to work towards a fair and reasonable resolution. Thank you for your feedback and continued oversight. Best Regards, Mokwheel