Custom Support Nightmare
A brand-new e-bike failed after 15 days, and Jasion’s support has been an absolute nightmare We purchased a Jasion e-bike through Amazon for my 14-year-old son. This was not a casual purchase — it was the largest purchase he had ever made and represented all the money he had saved over the winter. The bike was delivered in May, and within about 15 days it began displaying error codes 7e and 10e and stopped functioning properly. From there, the experience with Jasion customer service became one of the most frustrating consumer experiences I have ever had. After contacting support, I was sent a long troubleshooting checklist involving brake signal cables, controller connections, wiring, sensors, and component isolation testing. I followed the instructions, twice, despite not being a mechanic or electrical engineer. I sent photos and videos as requested. The errors remained. The bike still did not work. Then the real problem began: Jasion simply failed to respond in any reasonable time frame. I followed up repeatedly. I called multiple times. I was told the issue would be escalated. Instead, hours turned into days. At one point, more than 20 hours passed after multiple calls and assurances of escalation. Later, another 22 hours passed without a response. Then three additional days passed with no resolution, no shipped parts, and no refund. Eventually, Jasion acknowledged that the bike needed a complete replacement rear wheel, including the motor, and a new controller. In other words, this was not a minor issue — critical components on a nearly new bike had failed. Their proposed solution was to wait 15–20 business days for parts because the compatible motor wheel was out of stock in the U.S. warehouse, along with a $150 refund. Later, after even more delay, they increased the offer to $250 and said the rear wheel might be ready to ship after approximately 7 business days. That is unacceptable. A child’s brand-new e-bike failed after roughly two weeks, and the company’s solution was to make us wait weeks for parts, after already making us chase them for days just to get a response. We then requested a return label through Amazon, and Jasion sent a label that required postage due. I should not have to pay to ship back a defective bike that failed almost immediately. By that point, we had requested parts and a partial refund, a full refund, and a prepaid return label. After nine days, Jasion had provided none of those resolutions. This company’s customer service has been slow, evasive, and deeply frustrating. The product failed almost immediately, the support process required excessive DIY troubleshooting, and the company repeatedly failed to provide a timely or complete resolution. I would strongly caution anyone considering purchasing from Jasion. If the bike works, maybe you get lucky. But if something goes wrong, based on my experience, you may be left with a broken bike, endless troubleshooting, delayed responses, out-of-stock replacement parts, and no meaningful support when you need it most. I cannot recommend this company or this product.