How did this go so wrong?

I left glowing reviews for WAU when I first purchased the bike but if anything breaks, good luck getting a repair.

I logged a motor issue on 18th April 23, it's now July 4th and I still have a broken bike in my garage. The motor seems to have failed, under warranty so this shouldn't be this hard to get a warranty fix?

I have had a total of 34 email exchanges trying to get this sorted out, each time I am assured things are moving, just waiting for motor stock. I was then told it's come, over a week ago and still nothing from WAU saying it's on the way.

I then mail today, raising my frustrations again and the response I get is to promote their new Cyber Bike? I swear it feels like I am being joked with here. Likely an automated mail response but it's frustrating as an existing customer.

I used a cycle to work scheme to purchase the bike, so 3 months of payments to have no bike to use. The original suggestion was to ride it without any battery so I can still use it; but I could have just gone to Halfords and got a cheapo bike to use? The bike is heavy as, even without the battery. Hence why the bike is sitting in a garage.

I originally recommended this company on Trustpilot and to friends. But no longer, bike itself is nice, but avoid if you want any form of support after your purchase.

So very disappointed. I will not be looking at WAU again. I will be returning the bike back to WAU when my scheme finishes in September, unrepaired and with the original fault. I am not wasting any more of my time chasing and trying to sort this.

I've mailed support and let them know to leave repairing it as I am not wasting time I no longer have to fix this.

Sad it's ended this way after such a good start with WAU. But you've lost a customer now.

Had the bike for about 2 weeks. Bike was very well packaged and arrived quickly. Had some difficulties getting it set up but support was helpful and solved my issue quickly.

The bike itself is very nice definitely the nicest bike I’ve had. In terms of feedback I would suggest that booklet that comes with the bike could be improved, the instructions and SIM setup in particular was not very clear. The QR link to a FB group was also a dead link. The bike battery UI I would prefer a percentage over bars, I have the upgraded screen but didn’t see an option to enable that. The screen come with the ability to pin lock the bike which is fantastic but only stops the pedal assist and doesn’t seem to affect the throttle.

But yup good bike 2 weeks in very happy. Look forward to seeing how it holds up over the next year.

absolutely dreadful experience with WAU. The bike all seems great and has massive potential but the quality is very poor. The bike has arrived faulty and badly assembled, the tire was missing an essential part and exploded at the first ride.
Customer service is the most frustrating among all.
Save yourself the hassle, time and stress and buy an established brand with decent quality and good customer service

*Edit: Wau has replied to this and said it has been solved very quickly.. I guess in those standards 3 months is relatively quick , it was one inf the slowest and most frustrating experience.

I’ve had the Wau bike for a couple of months now having decided to delay this review until I’d used it sufficiently and become familiar with all its features. As an ex-design and technology teacher I look for, and value good design.

The Wau bike excels on all fronts. The bike is heavy but with so much power and duration available on the huge battery this is not problem at all. The controls and display have been incredibly carefully thought out to be convenient and easily accessible when riding. A superb bit of ergonomic design. Simplicity is at the heart of the design.

Had I personally designed a bike for myself I’m pretty sure I’d not do as good a job. I congratulate the Wau team.

The advice I’ve received from the company has also been very helpful with a fast response. They have forgotten one item on my order, a pannier bag, but are now sending one.

Updated review after 2,500 miles ridden on the bike:

1) The rear brake lights and motor stopper sometimes don’t kick in when pressing my brakes. I have found that wiggling the connection wires around temporarily fixes it immediately. I would imagine a permanent fix for this would require new wiring. Not a big problem just annoying.

2) the bike motor makes an incredibly loud humming and vibration, that has slowly been getting louder and louder as time goes by. My other ebike motors have done 20k miles with no issues, so shouldn’t really be making so much noise. Luckily the motor is relatively cheap to replace, much cheaper than having to replace any part of an engine for a car that’s for sure.

3) people have complained about the spokes on the rear tire being weak - I believe Wau have improved the spokes OR those people have been careless and riding off curbs to get onto the road causing damage to the spokes. It is a heavy bike, if you ride carelessly you will damage the bike. The spokes have been completely fine for me, you can safely disregard negative reviews about the spokes as of now.

4) after 2,500 miles the bike is still a dream to ride, quite frankly.

5) lovely features such as Brake Lights, Indicators (these are only really visible in night time, I wish we had the option to upgrade these rear lights to brighter ones that are more visible in day time, I would pay a premium for that!). Unfortunately the GPS only works when the bike is powered on. Frankly this is not great, either leave the bike turned on for a thief to take off at 15.5mph but you can track it, or turn the bike off so thief can’t ride off but you can’t track it. Meh. Annoying.

6) honestly if the customer support wasn’t so great (they try their best to be helpful. Sometimes they can only do and say so much.) I would harshly discourage people from purchasing from Wau, but because of the excellent and fast customer service via email, it’s hard to fault them on this.

7) the cycling still is very very very heavy. If you want to actually cycle on this thing, good luck mate! You need to have the strength of a literal Olympic cyclist to make this thing efficient without electric. It’s a heavy bike, and it has a motor on the back, so without electric this thing is HARD to ride.

8) I have the 900wh ‘100 mile’ battery, and I have never been able to make it go past 40 miles even on the lowest setting, and being very strict on electricity usage (not using electric to then brake immediately after). I would happily have paid more to have a truly extra large battery, a 2,000wh battery with a bigger battery compartment. A feature I would really reccomend for Wau is allowing us to use the extra (wasted) space next to the battery compartments. Maybe give us space to store a second battery so that we can swap out on the go. I have 2 900wh batteries and would love to be able to bring both out with me (Please give us bigger battery compartment/ bigger battery option.)

9) overall, this bike is a rather standard E-Bike with flashy lights AND a flashy price tag. If it didn’t have the GPS, excellent motor power (thanks to their cycle sensor), great customer support (again they can’t do everything but at least they try), this would be a rather terrible bike.

If you are not used to cycling, or want to cycle with MINIMAL effort while being safe on roads, or want to cycle for long periods of time (4h with 1 battery, 8h with 2battery) this is the bike for you.

If you are familiar with cycling, if you can handle a torque sensor, and want more bang for your buck, you are way better off going for a different brand. At this price range you should be getting mid hub motors not £200 rear hub motors that are found on almost any cheap E-Bike.

Excellent service, great customer experience! Many thanks for your help.

Really happy with the bike, nice quality, lots of attention to the details.

First of all, I got my WAU bike very quickly.! I think it came in about 5-6 days even though it stated longer on the website!
The bike itself is fantastic. I love the look and the build of it and it was relatively easy to put together out of the box! I would say that some of the packaging around the bike could have been slightly more.. but I understand how much these things cost these days and also I'm quite fussy when it comes to these things as I like to keep my things in good order as much as possible!
I was first given the incorrect saddle but after speaking to the team it was rectified pretty quickly and they were very helpful. I'd honestly recommend this bike to anyone... I'm a bigger lad and I don't Have any troubles riding it.

I purchased the WAU X PLUS Commuter (40 Mile) range ebike on the 24th of March 2023.

Well, what I've found is often if you go to the peak district for example, or a large national park in the UK, you can see most things by walking yes, but its often the furthest distance places that give you the best experience all together. With an Ebike my logical thinking was I could go to a national park and enjoy all the sights within, without killing myself in sweat!

Sometimes I could set assist to be off, and have a good work out, other times I could take a leisurely ride through.

I saw the WAU bike on many youtubers from London who do delivery riding, it caught my eye almost instantly with its lighting etc.

This is what helped me choose to get this bike.

I was pleasantly surprised to get an email that same day at 5pm saying the bike has been dispatched.

However a negative was that they don't provide an eta. Just a 5 - 9 working days estimate, for someone who works 9-5 that is quite difficult to adjust my schedule for delivery.

However (BIG TIP!!) despite WAU stating there is no tracking there is tracking. The number in your dispatch email (if its like this HJ1xxxxxx-xxxx) CAN be used to track your order. The way this works is you head over to Higher Jump's website (Logistic company) and find the tracking page and fill that in it then gives you a link. Although the tracking isn't like Amazon, you could get an idea BEFORE they contact you on what day they are thinking of delivering.

In my case I got an email on Monday afternoon at 5.30pm from them asking to confirm delivery day for the 30th March. I then put the tracking details in (as I had no idea who the courier was) and it worked.

Delivery was stress free, got a timeslot the day before delivery of 1pm - 4pm. On the day at 12pm I got a call from the driver saying he would be here in 45 minutes.

He turned up exactly 45 minutes later, bought the box in my house, unboxed it to take photos and took the box away with him.

Installation was quite annoying I won't lie. The two bolts on the front wheel were quite tight, only one side seemed to have come off and the side with the brake disc wasn't... meaning I struggled for about 45 minutes trying to figure it out. I had to get pliers to clamp down on one bolt to loosen the bolt on the disc side. Quite annoying I won't lie. Doing this I managed to scratch my rear mudguards at the same time (my fault but very annoying).

Anyway, wheel now on, I adjusted the handlebars and put the pedals on. I then turned the bike on and tested the throttle (I bought the off-road version with the throttle) pleasantly surprised at its speed, obviously knowing that it won't be anything like that when I am on it as I am 105kg in weight.

Anyway, bike turned on, took a look at the display, eventually figured out how to get to advanced settings.

One thing that is a downside here is the fact there is no user manual for any of the settings in advance settings. I messed about accidently with the voltage levels for each assist and there isn't a default button, so I've had to email them as they don't have a phone number..

Took the bike out for a spin, for a overweight unhealthy 30 year old it is excellent, just enough to give me a good workout but enough power to help me on hills when I struggle. Went out for a 5 mile ride around my town and found it absolutely fantastic.

Even though I ordered the 40 Mile range, Wau didn't have any in stock so instead of cancelling my order, they decided to upgrade me to the 100 mile for free! Absolutely happy that they had done that for me, top class service from them, can't fault them at all on this front, I guess I'm very lucky!

Summary:

The good:

- The quality of the bike is top notch, no faults here.

- Lightweight battery despite its 100 mile range easy to carry and not extremely heavy.

- Excellent assist levels even for someone who is as overweight and unfit as myself (105kg BMI ? WAY TO HIGH!!!) I can still get a good workout but have help when I'm struggling.

- Quite lightweight considering its an ebike, found it easy to get inside my house and in the back of my car (BMW Estate)

- Everything apart from the front wheel was easy to adjust on delivery.

- Delivery spot on, dispatched within same day (Although may vary for others due to how busy they might be) communication from Delivery company within 48 hours of dispatch from WAU and delivered within 4 working days (Ordered Friday, delivered Thursday following week)

- Indicators and lights a bonus

- Lets not forget the bike looks bloody awesome and people stare!

The bad:

- No user manual for using advanced settings on the LCD display

- Front wheel was a PITA to take the bolt off and mount properly

- No phone line to contact support

(NOTE THIS PURCHASE WAS FOR MY SON & HE HAS REVIEWED THIS/TYPED THIS)

My initial experience with Wau was very positive. Crystal was very informative when I test rode the bike and very passionate about the brand. All the communication during the process was excellent. However, I am having to leave a 2 star review as when the bike arrived, it was quite obvious it had been used. Numerous minor cosmetic marks etc were evident out of the box. Initially I thought this might be due to transit however the tires were dirty indicating the bike had been used. Additionally, the brake pads were set so close together that the front wheel could not be fitted initially and I had to use my diy skills to make it fit. Frustratingly Wau do not have a phone line to contact, just an email. I sent an email back to Crystal with photographic evidence of the issues but have yet to receive a reply despite them being very quick to respond to correspondence before I ordered. It will be a huge hassle to sort out returning the bike so I am left with a machine that is not brand new straight out of the box. I was going to wait for their response to write this review but given I received an email prompting me to leave a review before receiving a response about my issues, I felt compelled to write one. The bike itself looks nice but I am yet to try it out as still waiting to hear back from them. Hard to recommend a company at this stage given the circumstances.

The speed booster throttle I bought from you, doesn’t work at all when you cycle uphill.

Edit: I didn’t know I was writing this public on trustpilot. But while I am here, the main reason I bought the speed booster throttle was because I couldn’t use pedal assistant as the freehub was not working. When I tried to buy the freehub from you. You said you don’t have it. And I can’t buy it from anywhere else because you can’t buy WAU spare parts from other manufacturers. My bike is out of use now.

Highly responsive team with clear and detailed information provided

Battery life is poor, on 3rd assist mode I event can’t do 40 miles per charge, but I have 100 miles range battery. With zero assist maybe can do 100 miles, but then why need buy that expensive electric bike? I think it’s too overpriced . Anyway there is good features like a alarm, brake lights, indicator lights and gps tracker. Without these features I would give 2 stars not 3 just because not worth that much. Also brakes is bad quality vibrating and noisy

Great bike! Very quick service too, got it in under a week.
It is a very cool bike.

Super responsive and helpful in guiding me through the process using the GCI scheme, looking forward to a greener and cleaner 2023!

Thanks for all your help!

Quick and easy delivery. Thanks.

Excellent service and support from staff! Made everything very easy and convenient. 100% recommend!

Loved the bike and the customer service was great. Would definitely recommend. Thanks all!

Awesome company & spoke to some good people with great service. Deffo going to recommend to my friends so we can all have them hopefully! ☺️