Manufacturer after sales assistance
Many manufacturers have dedicated support centres designed specifically to deal with issues in relation to their products and may even provide in home support and advanced trouble shooting. In many circumstances the manufacturer may therefore be able to provide a quicker assessment of, and remedy for, any issue with your product, even if the manufacturer’s warranty has expired. You may therefore prefer to contact the manufacturer rather than JB Hi-Fi, although you are not obliged to do this and, if at any time you are not satisfied with the manufacturer’s remedy in relation to your legal rights, you can contact the store manager of your nearest JB Hi-Fi store for assistance.
Please be sure to read the instruction manual detailing how to assemble your E-Bike. Make sure to tighten all screws as directed. We also have extensive assembly videos going through the assembly process from start to finish. To view the videos please go to https://monsterproduct.com.au/
Things to note
- Battery charge life: Even when full, battery charge life will depend on how much power is being used when you ride, this depends on multiple factors such as incline. For example, riding an E-Bike on flat ground will last longer than if you are continuously riding up a hill.
- If your E-Bike doesn’t feel stable: Ensure the wheel bolts are tight. Ensure your tyres are pumped up to the correct pressure range as specified in the manual. Check if the wheels have any loose spokes. If so, this will require a bike shop to tighten and adjust.
- If the handlebar is loose: Make sure the clamp bolts on the stem are sufficiently tightened.
- Replacement parts: If you ever need a replacement part such as a battery, please contact customer support on 1300 886 649 to order.
Scope of warranty
Any physical damage such as the E-Bike has been involved in an accident which was not due to a manufacturing fault, will not be covered under the manufacturer’s warranty. Any normal expected wear and tear that results in the E-Bike needing maintenance or a service is also not covered under warranty. However, any other electrical and mechanical
faults will be covered under warranty.
Further support and repairs
If you face any problem under warranty with your Monster E-Bike, please give Monster’s Customer Care team a call on 1300 886 649. They will do their best to resolve your issue over the phone.
If your E-Bike needs a repair, they will discuss the repair process with you and find the closest repair agent through their extensive bike repairer network. If one is not available close by, they will give authorisation for you to take the E-Bike to your local bike repair shop, they will liase with them to send any parts needed and pay them directly for the repair.
In the event that you are instructed to return your purchase to your place of purchase, it is important to retain your original receipt as proof of purchase and ideally the original packaging.