My Santa Cruz heckler sl FAZUA ride 60 So my ring controller stopped working so I replaced it . Then the bike would not turn on or charge it’s completely dead Took it to a local dealer . Currently waiting for 6 weeks and still can’t find out why Slow service, a system nobody seems to understand. Even there own people don’t know Stay well clear of any e-bike with a FAZUA motor fitted
Total waste of time and money. My Pivot Shuttle SL fitted with a Fazua motor packed up after around 300 miles. Bike shop is having a nightmare proving this that and other have been done to prove it’s the motor and Fazua are still insisting more tests are carried out. Meanwhile I sit and wait for my £10k+ bike to be fixed. Dreadful technical support, very slow responses and total waste of time. I will not buy anything to do with this company again, stay away
Incredibly disappointing. I had done under 3000 miles on my Cairn eAdventure e-bike when the Fazua drive system started having problems charging, displaying charge incorrectly, and sporadically losing power and eventually died altogether, sadly out of warranty by this time. Contacted Fazua support, waited weeks for a reply. Minimal diagnostics, no repair or replacement service, just "buy a new battery" which costs an eye watering amount and nearly a quarter of the price of a new bike. Crap product, poor service. Avoid! I wish I had.
Hindsight, the perfect science. Had I known how unreliable my Fazua 50 system would turn out to be, I would have walked (or even cycled) the other way. First the sensor went, that cost £116.50, then shortly after the bottom bracket went, and that cost £535, the part costing £485! I wrote to Fazua asking for an out of warranty contribution and got zilch. Reports of their abysmal customer service are legendary and all true. So if you are looking for an electric bike, take a wide berth around Fazua, they are unreliable and very expensive to fix.
Very disappointed with this brand. My battery stopped working overnight for no reason, and despite several emails, I never received a reply. No replacement, no repair, not even a recycling option was offered. Poor customer service and no respect for customers or the environment. I do not recommend this brand at all.B.R
Excellent customer service arranged replacement Motor, Battery and Ring Controller on my bike under Warranty without any problem thanks to Marco in Germany. Now have another 2 years warranty for my motor system. They could not have been helpful even taking the time to telephone me from Germany to ask what the problem was and arranging the replacements to be sent to my bike shop.
I bought a Vitus bike with a Fazua motor and 13 months after receiving my bike the motor "came loose". Unfortunately the only recommended Fazua specialist anywhere near me is in Louth England which is a 50 minute drive. 10 weeks later my bike is STILL IN Louth awaiting the necessary parts from Fazua. I can not contact Fazua directly and must contact them via email??Customer service at Fazua is a joke. Please if you are tempted to bye a cycle with a Fazua motor DON'T!I now own a £4500 cycle that isn't fit to ride.Absolutely disgusting.
Struggled with the motor at first as it had a base fault. This was replaced at some inconvenience but it was fitted.Then needed a quick calibration and now it’s running like a dream.I would like to add how helpful the after sales team were, Emma did a phenomenal job of keeping in touch and attention to detail was fantastic. She even stayed later at work to sort out the issue. Well done Technical Support. 👏👏
I’ve been riding with the Fazua e-bike system on my YT Decoy sn, and I love it—especially for that light weight, real-ride feel. It gives me just the right amount of assistance while still making me feel connected to the bike and terrain. Battery life has been good too—I consistently get solid range and with the Fazua app, I can fine-tune the support levels and get ride diagnostics easily from my phone. Stoked.
I have had a Fazua drive e-bike for a number of years now and has given me a lot of cycling pleasure. Having recently experienced an issue with the drive unit, I contacted Fazua. The customer service interaction was excellent! Any questions i had were quickly responded to and my drive unit repaired. Excellent job.
My brand new bike arrived and excitement was short lived because within 10km the motor made huge noises when assisting. Sent to a dealer, he then told me a new motor will be sent, this was 5 weeks ago. The motor is being sent from 400km away from me, it still hasn't arrived, and nobody can say when it will, ridiculous. NO response from Fazua support. I eventually gave up but luckily got my money back as I paid by credit card which can be claimed back in such an event. I then bought a bike with a Bosch SX engine, what a pleasure! Save yourself the stress, buy nothing but a Bosch!
On my second Boardman ADV 8.9e and it looks like the Fazua battery is packing up again. First battery packed up after about a year so Halfords replaced the whole bike. Now the same is happening again. The warranty has now finished but I won’t be purchasing anything with Fazua name on it. Avoid this name.
Purchased Pivot Shuttle SL March 2023. The Fazua motor failed after 4-5 rides by July 2023. Surprisingly, it was Pivot, not Fazua, who came to the rescue by finding a new motor when Fazua was unresponsive. The motor was eventually replaced under warranty. However, the process was lengthy, and a headache for all involved. My bike shop was not compensated by Fazua for the time and effort they had to put in to getting this sorted (providing extensive proof of failure diagnostics required by Fazua, tracking down parts, etc). I offered to pay for the service hours but they demurred (I brought in cookies though). To be clear, the bike part of the bike (Pivot) is outstanding. However, Pivot and Fazua diverge significantly in attitudes to customer service and product support. Purchasing a 10K ebike good for maybe 24 months (motor warranty), minus the time in shop waiting for replacement parts, has been a painful lesson. On the bright side, a heavy non-motorized Pivot is still a good bike.
I ordered a Boardman electric bike from Halfords. Within a few days of owning the bike I knew something was wrong with it as the battery was draining 10% overnight, and it ran down far too quickly when using it.I returned that bike to halfords and got a new one. Exactly same issue. Along with various other issues including the battery having overvoltage and overheat issues. On one occassion whilst using turbo mode for 20 minutes, the motor overheated and cut out completely rendering the bike useless for the entire day until it cooled down.I have tried to contact Fazua multiple times, and they replied ONCE to tell me that yes, according to them, it is normal for a brand new e-bike battery to be shipped from their factory with a book full of faults on it (overcurrent, overvoltage etc).Utter nonsense. I'd never heard of Fazua before but I thought if its good enough for a Boardman bike costing over £2000 it must be decent. How wrong I was...the Boardman aspect of the bike was great. The Fazua portion covering the motor and battery was utter garbage.And the fact that Fazua flat out refuse to discuss these issues with me clearly highlights they are aware that their products are junk and they will flat out just refuse to acknowledge this.Good luck to anyone who risks buying a e-bike with a Fazua system in it. Just hope you dont need aftercare support as they will just plain ignore you.Avoid FAZUA at all costs. I dont imagine it will be too long until big companies like halfords abandon Fazua as their products are just garbage in all aspects.P.S I even got informed that Fazua dont even bother to reply to halfords anymore either. Useless!
Have now been waiting 5 months for 2 replacement batteries and nothing is happening. The message is that I should wait for another department to ship them!!
I bought an E-bike wanting a light frame and extra assistance from the electric motor uphill. What I got was a badly designed Fazua installation which gives almost no noticeable assistance, is much heavier than a standard racer and the controls of the battery (forces you to remove it with a key each time just to turn it on and off) are painfully annoying. making Fazua equiped bikes not worth the money or effort.
