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For 2 dager siden

Dear Bart Hebert,

You have a bike you can't ride, and we made you feel it was your phone's fault. It wasn't. Our support inbox rejects large attachments and the HEVC/H.265 format Samsung records by default — that's a defect in our intake system, and asking you to work around it was wrong.

The phone line is equally inexcusable. A dead bike shouldn't also need a working ticket number to get help.

Here's what I'm doing now, so you don't have to fight two broken channels at once:

No video required. Your order number and the symptom are enough. I'm authorizing the [replacement parts / prepaid return + full refund] today — whichever you prefer.
If you ever do want to send a file: photos, or a link from Google Drive/Dropbox, work fine. But you don't need to.
Direct line to me: reply to service@ancheer.shop with subject "[Order #]" and a real person answers the same day.

I'm also reporting the (626) 688-9296 line as unreachable and the attachment filter as broken, because the next customer shouldn't hit this either.

Sorry for the runaround. Let me get you riding.

Best regards,
ANCHEER Customer Service Team Contact Information:
Customer Service Email: service@ancheer.shop

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Dear Greg Otten,

Four years of rides, ended by one burnt board — and us telling you we can't supply it. I understand why that feels like throwing the whole bike away, and I'm sorry we handed you that answer.

Here's the honest part: the original controller for your model is discontinued, so I can't ship you that exact box. But a burnt controller almost never means a dead bike. They're spec-matched, not brand-locked — voltage, amperage, wattage, plug pin count. A compatible unit is usually a $40–$90 part, and most people who thought they'd lost their bike have kept riding for years after.

So let me try to save it before you scrap it:

Email service@ancheer.shop with subject "[Order #] — controller" and attach one clear photo of the sticker on the controller (it lists V / A / W) plus a photo of the plug. Our tech team will spec-match a compatible unit and tell you exactly what to order — no video needed, photos are fine.
If we can't match it, I'll say so plainly, and you'll get a [30% trade-in credit / $50 voucher] toward a current model whose parts we do stock.

You shouldn't have to bin a bike over one component. Let's find out if it's fixable first.

Best regards,
ANCHEER Customer Service Team Contact Information:
Customer Service Email: service@ancheer.shop

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For 2 dager siden

Dear Jj Ruiz,

Please stop riding this bike until the brakes are checked. I mean that literally, not as a line — a bike that can't stop in a straight line is a hazard on a hill or in traffic, and you deserve better than a coupon for that.

At 15 mph you should be stopping in roughly 4–6 meters. Ten seconds means something is wrong and adjustable.

Also, on your other points — you're right on all of them:

Manual: the generic sheet that shipped with your box is wrong for this model. Reply with your order number and I'll send it directly.
Loose hardware: please torque-check the wheel axles, stem/fork bolts and fender brackets this week; a threadlocker on the fender and rack bolts fixes the vibration-back-off problem. Any bracket that's deformed or stripped, I'll replace free.
Suspension: honestly, this is an entry-level coil spring fork with preload adjustment only — no damping control. It's adequate for pavement and gravel, not real mountain trail. I won't pretend otherwise.
Email me at service@ancheer.shop, subject "[Order #] — brakes", and I'll get the brake fix moving today. You don't need to film anything; photos are fine.

Best regards,
ANCHEER Customer Service Team Contact Information:
Customer Service Email: service@ancheer.shop

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For 2 dager siden

Dear David,

A June 2024 battery sitting in a warehouse until August 2026 is exactly how you get a pack that won't take a charge. Lithium cells don't age by being ridden, they age by being stored — and a pack left at low charge for two years is often chemically unrecoverable. So the bike wasn't defective when you bought it; it was stale stock, and we sold it to you as new. That's on us.

The basket is our fault too, in a different way: our accessory compatibility info is wrong, and you were told after purchase that what we sold you doesn't fit.

On the replacement, I know "shipping from China with no date" is the last thing you want to hear. Here's what I can commit to:

Tracking within 24 hours, and I'll email it to you unprompted — you shouldn't have to ask again.

The pack will be current stock. Tell me if you'd like the production date photographed before it ships — I'll send it. You should not have to hope about this twice.

Best regards,
ANCHEER Customer Service Team Contact Information:
Customer Service Email: service@ancheer.shop

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2. sep. 2026

Dear Willy,

Thank you for the kind words about the ride itself — we're glad the 21-speed gearing makes pedaling easy and that the Gladiator has been a pleasure when it's running. We're also truly sorry it hasn't been that way when you needed help.

You're right: a bike is only as good as the support behind it, and not being able to get replacement parts is a real failure on our side. That's not the experience we want anyone to have, and we take the feedback about parts availability and slow support seriously — we're actively expanding our spare-parts inventory and response process.

We'd like to make this right for you directly. Please email us at service@ancheer.shop with your order number and the specific parts you need, and mention "Parts Priority" in the subject line. We'll ship the parts from our warehouse at no cost and follow up personally until everything is installed and working — no runaround.

Again, our apologies, and thank you for pushing us to do better.

Best regards,
ANCHEER Customer Service Team Contact Information:
Customer Service Email: service@ancheer.shop

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25. aug. 2026

Dear Scott Westra,

Thank you for bringing this to our attention. We are deeply embarrassed by the condition in which your bike arrived and the subsequent delay in our response.

Regarding the shipping fees, we understand your frustration. For defective or missing-part items, our policy is to ensure the customer is not penalized. We would like to review your case immediately to rectify the shipping cost issue and find a solution that satisfies you, whether it's an expedited replacement or a full refund.

Please reach out to our senior support lead at service@ancheer.shop so we can resolve this within the next 24 hours. We are committed to fixing this for you.

Sincerely,
ANCHEER Customer Service Team Contact Information:
Customer Service Email: service@ancheer.shop

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21. aug. 2026

Dear T. Rigs,

Thank you for bringing this to our attention. We are deeply concerned to hear about the battery issues you’re describing, especially given the light usage conditions.

At ANCHEER, we stand behind our products and our 1-year warranty. It appears there may have been a breakdown in communication regarding your claim, and for that, we apologize. We would like to investigate why your evidence was previously declined and rectify this situation immediately.

Please contact our senior support lead at service@ancheer.shop. We are committed to ensuring you have a working product that meets our advertised specifications.

Thank you for your patience, and we apologize again for the inconvenience.

Best regards,
ANCHEER Customer Service Team Contact Information:
Customer Service Email: service@ancheer.shop