If a customer comes in with a benefit bicycle that has broken down, first investigate what caused the damage. Then choose the appropriate course of action depending on the type of damage.
1. Identify the type of damage and the appropriate action
In the event of an accident or vandalism
Create an insurance claim directly in our portal.
The customer must also file a police report and forward it to you.
In the event of wear and tear or minor damage
Create a service case in the portal if the customer has an available service budget.
Please note: If the customer does not have a service budget, they pay the cost in cash/directly in the store.
Here is also a guide on how to create a service case.
In the event of an original defect
Create a warranty claim directly with the bicycle supplier/manufacturer.
2. Options when the customer is without a bicycle
If the repair takes time and the customer needs transportation in the meantime, the following options are available:
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Mobility guarantee: The customer can use their mobility guarantee through the insurance. This entitles them to assistance or reimbursement for transportation costs in the event of a breakdown.
Note: Duty-of-care requirements and insurance terms and conditions apply. Refer the customer to the product terms and conditions under the Info Center tab in the Portal.
Loaner bicycle (up to 5 days): As a retailer, you have the option of offering the customer a loaner bicycle for up to 5 days while the repair is being carried out (provided that you are able to offer this).
Here is also a guide on how the mobility guarantee works for customers and retailers.