Vivi Electric Bike

Dear Customer, Hello. Thank you for your interest and support in purchasing Vivi electric bikes. Since our instruction manual is a general manual and has not been revised for a specific model, it may have some shortcomings. We are constantly improving our user manual to help customers complete the assembly and ride smoothly as much as possible. Vivi will continue to provide you with help and support with all her heart. Have a pleasant ride!🥰

Dear Customer: Hello! Thank you for your feedback! If the charger you received is faulty, please contact our after-sales service team promptly (email: [email protected]). Our after-sales service team will diagnose the fault for you as soon as possible and send you a new charger free of charge! Thank you! Sincerely, VIVI Team

Dear Customer, Hello. Thank you for your interest and support in purchasing Vivi electric bikes. Vivi will continue to provide you with help and support with all her heart. Have a pleasant ride!🥰

Dear Customer: Hello! Thank you for your positive feedback on our customer service. Vivi values ​​every customer, and customer satisfaction is always our top priority. We will continue to provide you with the best assistance and support. Have a pleasant cycling experience! 🥰

Dear Customer: Hello. Thank you for your comment. We understand you need to purchase a chain guard for the 2021-2022 model C26 electric bicycle. Due to the discontinuation of our partnership with the manufacturer of this model, we are no longer able to supply some of these products. We sincerely apologize for this. We sincerely apologize for this. Due to the need for product technology and quality upgrades, we have switched to a more reliable OEM manufacturer. If we have spare parts, we will wholeheartedly provide them to you. If you have any further needs, please feel free to contact our after-sales customer service! Thank you!

Dear Customer: Hello! Thank you for your positive feedback on our customer service. Vivi values ​​every customer, and customer satisfaction is always our top priority. We will continue to provide you with the best assistance and support. Have a pleasant cycling experience! 🥰

Dear Customer: Hello. Thank you for your feedback! Based on your after-sales information, we understand that you purchased the wrong battery due to insufficient vehicle information. Our after-sales customer service has arranged a return for you. Currently, based on the information you provided, we are unable to determine the specifications of your bicycle battery. Since you do not have a purchase receipt, please provide a picture showing the specifications of the battery's center position to our after-sales customer service (email: [email protected]). Our after-sales customer service will then match the correct battery model and resend it to you! Sincerely, VIVI Team

Dear Customer: Hello. Thank you for your feedback! We apologize for the unpleasant shopping experience. Our battery was previously sold out, so we were unable to replace it for you immediately. The new battery is on its way and is expected to arrive at our warehouse in a few days. We understand you are dissatisfied with our after-sales solution. We have already forwarded this to our after-sales department, requesting them to do their best to meet your needs and upgrade your compensation plan, hoping to make you as satisfied as possible. If our customer service is still unable to provide you with a satisfactory solution, please contact me! I will escalate your request until you are satisfied. Thank you! Sincerely, VIVI Team

Update: Dear Customer: Hello. We will ship your Q2S Taillight free of charge. You will be notified of the order tracking status via email. Since this taillight needs to be shipped from China, the delivery time may be longer, and it is expected to arrive in 9-20 business days. We will notify you promptly after your package is shipped. Have a nice day! Thank you! -------- Dear Customer: Hello. Thank you for your feedback! The new MT20UL e-bike has replaced the cable-integrated taillight with a rear reflector. We apologize that the taillight function you requested is not available. To express our apologies, if you require it, we can send you a free Q2S Taillight with a fast-release USB charging port. We hope this helps. If you need this taillight, please update this comment and reply to me. Thank you! Sincerely, VIVI Team

Update: Dear Customer, Hello. Because third-party platforms like Amazon and brand websites have different reseller teams, we cannot make decisions for the Amazon team. Regarding after-sales service, we cannot handle it directly for you; we can only relay your message and help you contact the Amazon after-sales team directly. We apologize for the unsatisfactory after-sales experience. If you have any concerns, please contact the Amazon after-sales team to resolve the issue! We wish you a pleasant life! Thank you! Dear Customer: Thank you for your feedback. We apologize for the unpleasant after-sales experience. Trustpilot Reviews is operated by the brand website. Since third-party platforms like Amazon do not have the same after-sales team as the brand website, we are unable to properly handle your request. Please provide me with as much order information as possible so I can assist you. Regarding the bicycle parts shipping issue: You saw headlight parts available on the official website, but customer service informed you they were out of stock. This may be because all our headlights are currently listed under a unified link, and what you saw as available might be a headlight for a different model. Currently, most of our headlights are not interchangeable. We sincerely apologize for the delay in receiving some parts, as some may be out of stock and en route by sea. We are actively working to improve our supply and hope to have 100% stock to meet customer demand. If you have not received your parts after an extended period, you can contact our after-sales team to request a refund and compensation; Regarding contacting you to delete comments, our brand team guarantees 100% genuine reviews and only supports customers updating their own reviews. Currently, our brand's official website after-sales team (email: [email protected]) does not allow customers to be contacted to delete comments. Please confirm whether this was done by Amazon's after-sales team; we will handle this seriously. Additionally, please provide your email address so I can follow up on your after-sales request. Thank you!

Dear Customer: Thank you for your feedback. As a loyal customer, we sincerely apologize for the unpleasant after-sales experience. We have reviewed your after-sales records and understand that you needed to return the M026SHUL electric bicycle because the speed limit could not be removed. We apologize that our customer service was unable to properly handle your request. According to our return policy, you can get a 100% refund if you still have the original packaging and the bicycle has not been ridden. If you have used the electric bicycle, you can negotiate with customer service for a refund and to keep it. We understand that you applied for a bank chargeback because you were dissatisfied with the perfunctory attitude of customer service and the refund compensation offered. Due to the large volume of emails handled by our customer service team, there may have been duplicate replies and a failure to follow up on your after-sales needs in a timely manner. We sincerely apologize for this. As the marketing team, on behalf of Vivi and our customer service team, I express our deepest apologies to you. We have instructed the customer service team to reprocess your after-sales request. Please follow up again. In addition, regarding the chargeback process, since you applied for a bank chargeback, your payment will be returned to your bank from our third-party payment platform and frozen by the bank. During the freeze period, our third-party payment company is unable to process your refund request. Generally, after receiving the chargeback notice from the bank, it takes 15-40 days to process and finalize the request. If you require a refund, please re-email us to our after-sales customer service email address. Our customer service will apply for a refund from the third-party payment platform after you withdraw the chargeback. Refunds typically arrive within 2-3 business days. Hope this helps!

Dear Customer: Hello. We apologize for the unpleasant shopping experience. Currently, because mountain bikes and city commuter bikes use the same manual for multiple models, there may be some confusion, which may cause problems with your product assembly. We are currently optimizing the manual and hope to provide customers with a more comprehensive, clear, and easy-to-understand version in the future. If you have any assembly problems, you can refer to our product page and the assembly videos on YouTube for guidance. Regarding the tire leak issue, we are unsure whether it's due to damage to the e-bike or simply insufficient air. Under normal circumstances, our electric bicycles are not fully inflated when shipped to avoid malfunctions. Please check your tires. If any damage is found, please contact our after-sales customer service at [email protected] to apply for a free replacement. If your bike has already been repaired at a bicycle shop, please request a repair invoice from the shop and contact our after-sales customer service to apply for after-sales repair compensation.

Dear Customer: Hello! Thank you for your positive feedback on our customer service. Vivi values ​​every customer, and customer satisfaction is always our top priority. We will continue to provide you with the best assistance and support. Have a pleasant cycling experience! 🥰

Dear Customer: Hello! Thank you for your support and recognition of our electric bike products. Our products adhere to a balance of quality, performance, value, and safety, committed to providing customers with affordable, safe, reliable, and high-performance products. Thank you again for your recognition and liking! If you encounter any problems later, please feel free to contact our after-sales customer service team. Vivi will continue to be dedicated to providing you with assistance and support. Happy riding! 🥰

Dear Customer: Hello! Thank you for your positive feedback on our customer service. Vivi values ​​every customer, and customer satisfaction is always our top priority. We will continue to provide you with the best assistance and support. Have a pleasant cycling experience! 🥰

Dear customer: Hello! Thank you for your positive feedback on our electric bikes. Our products maintain a balance of quality, performance, value, and safety, striving to provide customers with affordable, reliable, and high-performance products. The electric mountain bike saddle you purchased is a streamlined black and red mountain bike saddle, with a flat, slightly textured material of sponge and leather. This saddle is designed for mountain adventures. Therefore, if you ride for a long time, you may experience slight discomfort due to the small contact area of the saddle. You can replace it with any more comfortable saddle with a seatpost diameter of 28.6mm and a length up to 320mm. Happy riding! 🥰

Dear Customer, Hello. Thank you for your interest and support in purchasing Vivi electric bikes. Since our instruction manual is a general manual and has not been revised for a specific model, it may have some shortcomings. We are constantly improving our user manual to help customers complete the assembly and ride smoothly as much as possible. Vivi will continue to provide you with help and support with all her heart. Have a pleasant ride!🥰

Dear Customer: Hello! If you require telephone support, please call during the following service hours. Calls outside these hours will not be answered. Telephone Support Hours: Monday to Friday: 9 AM - 6 PM (Eastern Time). For better support, we recommend that you use email as your primary contact method. Email addresses allow our customer service staff to easily track your after-sales records. Generally, our customer service will reply to your email within 12 hours. Vivi will continue to be dedicated to providing you with assistance and support. 🥰

Dear Customer, Hello. Thank you for your interest and support in purchasing Vivi electric bikes. Vivi will continue to provide you with help and support with all her heart. Have a pleasant ride!🥰

Dear Customer: Hello! We sincerely apologize for your unpleasant shopping experience! We have tracked your after-sales record and learned that the second package was stuck for nearly a month due to the inaction of Amazon Shipping. Despite repeated urging from our customer service staff, the progress was still slow, and it finally took about a month to deliver your package. We sincerely apologize for this. In future delivery services, we will promptly optimize our shipping methods to provide you with a better and faster transportation experience. Regarding the product discrepancy issue, please contact our after-sales customer service email: [email protected]. Please provide your order number, a picture of your bike model, and a picture of the torque sensor you received. Our after-sales customer service will investigate the situation for you. If our warehouse staff sent the wrong item, we will promptly resend it to you to avoid affecting your ride. Vivi will continue to do its best to provide you with assistance and support. Have a pleasant ride!