Beware of Engwe.eu’s False Claims and Poor Customer Service, I purchased an Engwe L20 e-bike from Engwe.eu on August 25, 2025, expecting a reliable product with a 140km battery range as advertised. However, my experience has been deeply disappointing due to missing parts, faulty components, and unresponsive customer service, which I believe violates German consumer law. Upon delivery, the bike was missing a seat component, rendering it unusable for two weeks while a replacement part was shipped from China. After fitting the part, I took the bike for a 30km test ride on flat cycle paths. Despite the bike computer showing full battery power, the bike slowed down and the battery died completely at 38km—far short of the advertised 140km range. This issue recurred on a second ride. A YouTube video confirmed other customers faced the same problem, yet Engwe’s only suggestion was to reset the bike’s computer, sending me a video for a different model, which was unhelpful. On another ride, just 8 miles in, the bike stopped entirely. I noticed the chain was hitting the rear tire, suggesting a rear hub or motor issue. Engwe offered a new computer and rear derailleur but refused to address the apparent motor failure, repeatedly asking me to repair the hub myself. I declined, as this would void my warranty. After multiple emails about the false range claims and mechanical failures, Engwe’s responses were vague, offering inadequate discounts (30–100 euros) instead of a proper solution.Eventually, Engwe agreed to collect the bike for repairs, but the courier refused pickup due to the bike’s size. Engwe’s response was to send parts for me to arrange repairs locally, which I found unacceptable. Despite numerous emails and a letter to their Hong Kong headquarters requesting a refund, I’ve received no satisfactory resolution. I’ve ridden the bike only a few times; most of my time has been spent pushing this heavy, faulty bike or chasing Engwe for support.I’m now forced to involve a solicitor, as Engwe’s practices—false advertising, defective products, and refusal to honor warranty obligations—appear to breach German consumer law. I strongly caution others against purchasing from Engwe.eu. Save yourself the frustration and choose a more reputable company.
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