Improving How We Do Service

Improving How We Do Service

An overview of some important service changes and improvements
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Long term service and support is fundamental to our mission, and today we are launching the next phase in how we deliver and perform mechanical work at The New Wheel. Below is an overview of some important changes and improvements. 

Welcome to the Service Center

In 2019, we opened the Service Center in the Bayview neighborhood of San Francisco as a dedicated workshop and warehouse. Since then it has been a behind-the-scenes service and operations hub and braintrust, supporting our thousands of riders in the Bay Area.

Today we are opening the Service Center to the public and the 5,000 square foot facility will replace our Bernal Heights shop as your dedicated service point for scheduled service. When you arrive at 49 Apparel Way, you will be welcomed with a cup of water, coffee or tea while we inspect your bicycle. You can browse accessories and parts, use our waiting area, or visit our mechanics' favorite Grumpy Cafe while we work on your bike.

The Service Center is open Monday through Friday from 9am to 5pm by appointment.

Bernal Heights Service Department

While the Bernal Heights shop is no longer our primary service point in San Francisco, we will still have a dedicated technician on hand to answer service questions and for emergency fixes to keep you rolling. If you need to bring in your bike for service on a weekend, you can of course bring your bike into the Bernal Heights shop too!

35-Point Service Inspection

Quality mechanical work starts with a detailed bicycle inspection to assess conditions and develop a budget. For this reason, over the past year we have developed a 35-point inspection process to ensure we reliably inspect your bicycle, log notes, and develop a budget for your approval. If you have visited us in the past few months, you have likely experienced this process in some form.

The New Wheel Service Inspection 

Starting today, when you book an appointment you are booking the best time for your one-on-one service inspection. Inspections typically take 5 to 10 minutes, but we set aside 30 minutes to ensure we have dedicated time to talk with you, inspect your bike, and develop the best service strategy. At the end of the inspection, you will receive your inspection report along with a confirmed ETA for completion of work, a budget, and an itemized order.

The Importance of Service

We are grateful for the trust you put in us with your bicycle. Your support allows us to continually invest in doing a better job, both for you and other riders but also for the thousands of people who have yet to discover the sustainability, health, and joy of riding an electric bicycle. We welcome your feedback as we continue to invest in and improve our service departments across the organization.

Happy riding and see you soon!

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