In the event of damage to property through no fault of their own, it is not only the e-biker but often also the dealer who is the victim. This is because they are often in the front line when it comes to both the warranty and the processing of guarantee claims. The Federal Association of Consumer Centres has evaluated 100 complaint cases across all sectors in which buyers with defective products sought help. In an incredible 92 per cent of cases, the retailers violated the statutory warranty rights. They rebuffed customers, declared that they were not responsible, made false claims about the legal situation, demanded processing fees or assumed that they were at fault. But there is not always malice involved: the matter is so complicated that some cases are probably based on ignorance.
This starts with the very basic Differentiation between the terms warranty (also: liability for material defects) and the frequently confused guarantee. In a nutshell, the dealer (and not the manufacturer) is legally responsible for the warranty for two years for ensuring that the product was in perfect condition when purchased. In the first six months, the burden of proof even lies with the retailer. Of course, normal wear and tear and violent damage are not grounds for complaint, but a bike and all its components must be able to withstand the intended use without failing due to defects. If it fails to do so, the dealer must rectify the defect and possibly even refund the purchase price after several failures.
A guarantee, on the other hand, is a voluntary promise of quality made by the manufacturer. It is used to increase confidence in the brand. It does not normally apply to the bike as a whole, but only to the parts of the respective bike manufacturer - i.e. the frame and the corresponding add-on parts from their own company. Some warranties sound great at first, but there is a hidden catch: for example, if documented annual inspections by an authorised workshop are required. And the warranty almost always only applies to the registered first owner.
We explain the advantages and disadvantages of guarantees and warranties and how to proceed correctly if you have a complaint about an e-bike.
Complaining about an e-bike correctly: This is how it works!
- Search for all documents and document the damage to the e-bike with the date so that you do not miss any deadlines (if you take photos with your mobile phone, the time is automatically documented). For warranty cases, contact the dealer; for warranty cases, contact the manufacturer.
- Serious Communication simplifies the complaint. The contact person may want to keep the defective product. This is quite common, but it remains your property and must not simply disappear.
- Therefore, when handing it over in person, ask for a Receipt with a description of the item, if you are sending it by post please enclose a Delivery note with.
Warranty conditions of the most important E-MTB manufacturers
The Warranty conditions of the five most popular complete bike brands* among EMTB readers don't seem particularly stunning at first glance, as they include expensive parts such as Motor or battery pack largely excluded. However, suppliers' warranty provisions may apply here. The following therefore applies, all booklets that come with the purchase of a new e-bike. Some suppliers do offer warranties on their parts, but these must be claimed from them and not from the bike manufacturer. Such Supplier guarantees are not fully included in this table.
Manufacturer warranties are usually limited to the frame. They promise that it will not be destroyed within the respective period by Material and processing defects fails. This guarantee almost always only applies to the registered first owner, It often only applies to proven, regular inspections. These voluntary guarantees are not as comprehensive as the statutory warranty.
What warranty is there for Bosch e-bike motors?
Bosch offers the statutory warranty period of 24 months on its e-bike motors. Bosch guarantees the following for the batteries of its e-bike drives within the two-year warranty period: a minimum of 500 charging cycles or 70 % (300 Wh) or 60 % (400 Wh, 500 Wh, 625 Wh, 750 Wh) of the nominal capacity.
Liability for material defects OR guarantee?
As a customer, you can make use of both the manufacturer's warranty and the statutory warranty, but not both at the same time. What are the advantages and disadvantages?
Advantages of the statutory liability for material defects
- Burden of proof: Within the first six months, the retailer must prove that the product was free of defects at the time of purchase. This is difficult. A clear advantage for the customer.
- The dealer is liable. This makes them the direct point of contact, especially when buying locally. No hassle with anonymous complaints departments of the manufacturer.
- The product as a whole must be suitable for the "normally" expected purpose (i.e. based on advertising, price, etc.). The end result of a successful warranty is therefore a complete, fully functional product (unless a purchase price reduction or refund is agreed).
- All costs, including transport and installation, shall be borne by the dealer.
Disadvantages of liability for material defects
- Reversal of the burden of proof after the first six months.
Advantages of the guarantee
- Burden of proof within the warranty period: If, for example, the manufacturer guarantees the durability of the frame (when used as intended), the customer does not have to prove that the defect already existed at the time of purchase. In addition, the warranty period typically extends beyond the statutory two-year period of liability for material defects.
- A manufacturer is more likely than a retailer to offer the customer "goodwill" in disputed cases.
Disadvantages of the guarantee
- Usually no assumption of assembly and transport costs.
No claim to an identical product, but usually to an "equivalent" product. This means that the colour, installation dimensions and other details may change when the frame is replaced with the successor model.
