Damaged hardware components

Owned by Jason Tocci (Unlicensed)
Last updated: Dec 01, 2017

Problem

There's something physically broken or defective about your VZ Bike or VZ Sensor, like a loose component or an unexpected noise while pedaling.

Solution

The solution for this varies depending on the nature of the damage or defect and the circumstances under which it occurred, but no matter what the issue, you should email support@virzoom.com to request further instructions. Please include in your email:

  1. Your VirZOOM.com order number, or an image of your Amazon receipt
  2. Your VirZOOM username
  3. If you are on a VZ Bike, your bike's serial number (shown inside the battery compartment)
  4. An explanation of how you discovered the issue
  5. A photo or video illustrating the issue, if possible

Please do not attempt to fix the issue yourself unless instructed to do so by VirZOOM staff, as this can void your warranty. (The warranty only covers manufacturing defects, not damage that might be caused mistakenly while opening up the bike at home.)

Some issues that seem like hardware defects or damage can actually be fixed quickly and easily from home with instructions from VirZOOM staff. Only about 2% of VZ Bikes have defective hardware requiring replacement, but if we verify that such an issue has occurred and is covered by warranty, we will get a replacement bike or components shipped to you ASAP.