I had the pleasurable experience of working with Brendan in the tech department. He listened to the symptoms I was experiencing with my City Commuter. Brendan Then patiently instructed me on troubleshooting a couple of items. After reporting my findings he made a diagnosis and informed me he would send the necessary part no charge. I was truly impressed with his knowledge, patience, understanding, and professionalism . I have over 7000 miles on my Pedego City Commuter and use it daily to commute. My problems have been minimal and if they do occur Pedego tech support is there with a real live person on the phone to talk with. Pedego also stands behind their bikes without question. All of the above adds up to a wonderful experience and a feeling of being secure with your purchase. Larry C