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Support · After the sale
When something needs fixing,
start here.
Two routes — a rider whose bike was bought locally, and a dealer holding stock. Pick the one that fits. Both end in a written answer with a part number or a decision, not a phone call that goes nowhere.
I ride a Sonicemoto
Start with the dealer who sold it
Your dealer holds the warranty record and the parts stock for your market. Going through them is faster than going through us — and it keeps your warranty claim on one paper trail.
- Warranty record
- Local parts stock
- Same-country return
I’m a dealer or distributor
Come to us directly
Parts, warranty decisions and technical documents are handled from the factory. Have the frame number ready — it tells us the build, the controller revision and the battery batch.
- Frame number first
- Part number in reply
- Answer within one business day
Warranty
What the card says, and when the clock starts
Warranty is written on a card, not on a web page — the version that applies is the one issued with your order. These are the four things worth checking on it before you sign for a container.
- What is covered
- Frame, battery and motor carry separate terms. Ask for the card that applies to the model and the production batch — they can differ between runs.
- When it starts
- The card states whether the clock starts at factory dispatch or at delivery. This matters on a 45-day sea freight — ask before you order, not after a claim.
- What voids it
- Water ingress, unauthorised controller changes and cut wiring are the usual three. If a dealer fits a different controller, the motor term is normally affected too.
- How it is settled
- Replacement part, credit, or repair — decided against the evidence below, not against a description over the phone.
Parts
Order against the frame number
The model name is not enough. One model can leave the line with two different controllers and two battery batches, and the part that fits one does not fit the other.
Send three things and you get a part number, a price and a lead time back: the frame number, what the part is, and how many.
Consumables and vehicle parts are listed on the accessories page — the catalogue shows what exists, not what fits your batch.
Claim
Four steps, and the evidence that decides it
Most claims stall on evidence, not on the decision. Send it in the first message and the answer usually comes back the same day.
Report
Frame number, what it is doing, and when it started. One message, not a thread.
Show it
A short video with the instrument cluster visible beats a paragraph of description.
Decision
Replace, repair, or not covered — with the reason. Written, so both sides keep it.
Return
Faulty part goes back with the next shipment; credit or replacement follows.
Send with the claim
Frame plate photoVideo with cluster readingMileage at failurePurchase invoicePhoto of the failed part
Documents
Six documents a dealer should hold
Per model, per batch. Ask for the set for the models you stock and we send the current revision — an old wiring diagram is worse than none, because it looks right.
样品 SAMPLE
样品 SAMPLE
样品 SAMPLE
样品 SAMPLE
样品 SAMPLE
样品 SAMPLE
Still stuck? Send the frame number and what the bike is doing — [email protected]. One message with the evidence beats five without it.