Customer service success!

TLDR; Cowboy bikes and their Support aren't all bad!

There are a lot of negative stories and reports here and I wonder if the good stories just aren't told, so here is mine. Ive had a C3 for about 16 months, it arrived in good time to the UK. I had a test ride of both the C3 and C4 from someone local arranged through cowboy. There were no big issues with the bike when it arrived that couldn't be fixed with a standard bike toolkit. About 8 months in I had an issue with the motor, it would spin up but wouldn't drive the wheel. I spoke to Customer support about it and a new motor was in the post the next day. There weren't any local Cowboy mechanics in my area then so customer support sent me a video guide on the replacement that I was able to follow very easily and I was back riding again within a week. Not bad I recon for a small company not based in the UK. There have been the odd few bits of maintenance that have needed doing, but nothing out of the ordinary for any bike. Replacement tyres, adjusting brakes, tightening the belt etc... About 2 months ago a new noise started and I was struggling to diagnose it. I can only describe it as a crackle from the front forks/stem. I dismantled it all, tightened bolts, lubed bearings cleaned seals but it stayed. I then noticed a crack in the weld where the stem meets the forks. Again, I mentioned this to Customer support who shipped a new bearing set and booked me in at a new local cowboy mechanic, Fettle, based in Kwik-Fit. They took a look and agreed that there was definitely an issue with the weld so a new fork was sent out from Cowboy. Admittedly this whole process did take a few weeks and the interaction between Fettle mechanics and Cowboy support wasnt perfect but the issue was resolved. The Mechanics at Fettle were brilliant (I'm sure one used to be the Deliveroo city manager a few years ago too!) the Customer support at Cowboy have been solid and I am still very happy with my C3!