Richard Thorpe

We initially focused the Kickstarter on the US market and Canada. After launching the campaign, we had quite a strong view expressed from our UK/Europe and wider world subscriber base that the GS spec was very interesting. So we made the decision to open the campaign up globally which has been well received.

1. Gocycle stands behind our product and our service. We keep service levels of all warranty and returns and on average have 95% of returns that enter our facility repaired and sent out within 48hours. Customers that purchase through dealers, such as in this case, may experience longer warranty and repair times than this due to the interaction of a third party. Equally, dealers that understand and have knowledge with the product can solve most issues at their site more quickly. Dealers that carry spares can service repairs even faster. 2. We cover parts and labour for all items in warranty at our factory. We do not cover shipping, but do generally cover outbound shipping in appropriate cases. 3. Regrettably, this situation is not straight forward since the customer did not purchase the product from Gocycle directly, and therefore we can only offer refunds and support via the dealer. Gocycle did offer a refund through the dealer on May 6th, but we are not sure if this offer was passed on to the customer or if the customer did not accept the offer. 4. We gave the dealer a hard case and heavy duty lock to pass onto the customer as a measure of goodwill - we do not know if this was passed onto the customer. 5. The customer lives in Spain, but purchased from a dealer based in Portugal and does not have local dealer support. Therefore it is difficult for the dealer to support the customer on even minor issues, and shipping charges are a factor as well. And all service is extended in time on response before we receive any parts. We are not sure if the customer is getting normal full service pre/post sales support - such as test riding and basic checking of the product by the dealer prior to hand over. This is an important and valuable service offered by dealers. 6. In this case, the relationship here is between the customer and the dealer and we have to respect this. We are fully supportive of the customer - through the dealer - as per the refund offer above and the free accessories we offered. 7. Having looked into this case personally, I empathise with the customer - he has had a negative experience. Equally, I have seen the background on the case and the tremendous and high quality service and support Gocycle has offered. 8. I sincerely hope that the dealer and the customer can come to a reasonable agreement.