Customers service
I have an E26 still under warranty, 720 km on it, and for about ten days I haven't been able to use it because the battery won't charge. I don't know if the problem is the battery itself or the charger. I only know that customer service responded unprofessionally, asking me to take a video and then take the transformer to a professional to have its voltage tested. I find this situation ridiculous. Not being able to use a bike still under warranty and having to fix the problem myself, at my own expense. Everyone was thorough and helpful until they were supposed to sell it, but now they've only gotten a few vague, inconclusive responses.
Reply from Duotts
Hello Stefano,
First of all, we deeply apologize for the poor shopping experience you’ve had. We fully understand that when a problem arises with your bike, it can be frustrating and inconvenient, and we know you want it resolved as quickly as possible. Regarding the charging issue, there could be multiple causes, and voltage is one of the important indicators to determine whether the battery or charger is faulty. This helps us more accurately identify the issue so that we can offer you the best solution.
Our customer service team has been actively following up on your case and has already sent you the necessary parts. Once you receive the items, if the issue persists, please don’t hesitate to contact us, and we will do our best to assist you in resolving it.
We greatly value each customer’s experience and are always committed to providing the best service possible.
Thank you again for your understanding and patience, and we look forward to you enjoying your bike as intended soon. 💕
Best regards,
DUOTTS Customer Service Team