VanMoof co-founders address S3 issues and how it’s fixing remote help.

VanMoof simply introduced $40 million in new outside investment to capitalize on the surging international demand for electrical bikes. Importantly, VanMoof’s co-founders, Ties and Taco Carlier, inform The Verge that a few third of that new cash will probably be directed at fixing VanMoof buyer help issues which have intensified with the launch of the corporate’s new S3 and X3 e-bikes in the course of a worldwide pandemic.

“Over the next six to twelve months, we’ll have upgraded every step of the customer journey, from production to scheduling check-ups. Getting a VanMoof e-bike serviced will be as easy as ordering a meal online,” guarantees Taco in a ready assertion asserting the brand new funding spherical.

VanMoof co-founder Taco Carlier subsequent to an X3.
Image: VanMoof

I caught up with the Dutch brothers over Zoom on Monday to higher perceive two issues: what’s being accomplished to address the standard and supply issues which have sullied the S3 / X3 launch, and how this new money infusion will enhance issues sooner or later. Ties, the automotive mechanic-turned-engineer, was in Taipei the place he oversees VanMoof’s provide chain and a brand new devoted meeting plant operated by SINBON Electronics. Taco, the engineer-turned-business government, was in Amsterdam the place VanMoof is headquartered.

Sales of VanMoof bikes have been booming. The firm says that it offered extra bikes within the first 4 months of 2020 than it did within the earlier two years mixed. Sales of its new S3 and X3 e-bikes, launched in April, have additionally been promoting at twice the speed of any earlier launch from the corporate because of the decrease beginning value of $1,998, which set a brand new business baseline for premium electrics.

Amplified gross sales have been mirrored by amplified complaints, nonetheless. Support boards like VanMoof-ing (which the corporate and founders monitor carefully) are rife with sad prospects. The most vocal are these nonetheless ready for his or her bikes to reach, struggling missed deadlines by a number of weeks at a time, but receiving little to no communication from the corporate. This is regardless of assurances that the supply issues that plagued VanMoof’s earlier technology of bikes wouldn’t be repeated this time round, due to the corporate’s new “hyper efficient manufacturing and distribution system” touted on the S3/X3 launch occasion.

To make issues worse, some VanMoof homeowners who’ve obtained their new e-bikes complain about scuffs and injury that occurred throughout transport. Others complain about wobbly wheels, hydraulic brakes that make noise or don’t work, or a variety of cryptic error codes that flash on their disabled bike’s show. It’s additionally common to be on maintain for 20 minutes, 40, or longer when attempting to name VanMoof help.

“We want to build the best service experience ever. And we are going from about the worst to the best, I think,” admits Ties in a second of full transparency. “There’s a lot of frustration, I know. Even if it’s only a few percent of buyers that’s still way too much.”

Something clearly hasn’t gone to plan.


The first issues with the S3 / X3 shipments appeared nearly instantly and in far better quantity than anticipated. “We thought this bike would be ten times better than the S2 because we fixed everything,” explains Ties, the engineer. But new issues introduced themselves quickly after the primary few thousand S3 bikes shipped, creating 10 occasions as many buyer help calls as a substitute. “We calculated in about 1 percent — 1 out of 100 bikes within the first week or so would have something important enough for a customer to give us a call. But that turns out to be closer to 10 percent,” he says. The firm’s help workforce was shortly overwhelmed, making a backlog of assist requests.

The firm presently assembles and ships between 400 and 500 bikes every day, or about 12,000 bikes every month. “We can not stop even temporarily to catch up with customer service because a lot of people have paid and are waiting for their bikes,” Ties says.

VanMoof says that some issues have already been corrected on the level of meeting. But that received’t repair the bikes which have already left for the staging warehouses within the US, Europe, and Japan earlier than supply to consumers. So VanMoof needed to in a short time mobilize high quality management groups to verify each bike on the warehouses and filter out those with identified issues. That extra high quality management step within the center created a delay of as much as three weeks for some prospects.

VanMoof’s extra eco-friendly bins are cheaper to ship, however supply much less safety than the previous TV bins.
Image: VanMoof

VanMoof’s new eco-friendly bins additionally created issues. The smaller, much less wasteful bins had been cheaper to ship, serving to to convey down the price of the bike, however they didn’t supply sufficient safety throughout tough dealing with.

Ties means that he would possibly activate the sensors on VanMoof bikes throughout cargo to measure the G-force they’re subjected to throughout supply. “We didn’t do it yet, but we should. Sometimes you see the damage and it’s insane. We cannot even replicate it here, even if we throw it off a 10-meter wall,” he says.

The previous TV VanMoof field.
Image: VanMoof

VanMoof as soon as famously packed its bikes in bins that implied they contained fragile big-screen TVs. It helped at first, however then the phrase obtained out. “It was such a well-known hack, and other companies started doing it,” says Ties. “I don’t think it really works anymore.” His brother Taco, nonetheless, is much less satisfied: “It could be a cool idea to try to do some A/B testing and put the television back on the box to see if it works.”

For the time being, VanMoof began reinforcing the smaller bins to make them stronger whereas including foam again to the packaging to guard the bike tubes. So far, the change seems to be promising, leading to much less injury throughout supply, says Ties.

The different complication, unsurprisingly, was attempting to launch the brand new VanMoof electrical bikes in the course of a pandemic. VanMoof’s provide chain of customized elements was wonderful, buzzing alongside whereas its rivals had been pressured to close down resulting from an absence of elements. But immediately, everybody who ever purchased a VanMoof bike within the final 11 years started calling buyer help as bike utilization soared world wide. “In April, or the end March, when the crisis started, at first it was three weeks of complete silence, and then it went all crazy,” recollects Taco. “Thousands of people started emailing and calling and it overwhelmed customer support.” Preorders for the S3 and X3 began in early April earlier than the bikes started transport in May.

The firm has been scaling buyer help ever since, however it’s had to take action throughout the restrictions of a COVID lockdown, with folks working from residence and having to be employed and educated remotely.

It’s simple to say with the assistance of hindsight, however the entire indicators had been there that bicycles, electrical bikes, and VanMoof e-bikes, specifically, had been in unusually excessive demand even earlier than the inexpensive, however extra feature-packed, S3 and X3 bikes went on sale. Even VanMoof was saying as a lot in a blog post from March 20th, speaking concerning the gross sales leap the corporate had seen since February. “I either had no time or I didn’t think to make the customer support a lot bigger at that time,” admits Ties. “But we should have anticipated that part as well, for sure.”

VanMoof is now catching as much as the backlog whereas bettering the preliminary high quality of its bikes, however the firm’s not out of the woods but. The Brothers Carlier now concede that they’ve outgrown their present help mannequin that usually requires bikes to be reboxed and shipped again and forth for restore.

“We had some big issues in the past four months with our service platform,” says Taco. “And I think this is a big opportunity not only to fix those issues, but reinvent how a bike should be serviced in the future.”

Note the froth defending the frames.
Image: VanMoof


“Our next frontier is to transform our business by building a full support ecosystem around every rider,” stated Ties in at the moment’s funding announcement. The firm is concentrating on a rollout within the subsequent six to 12 months constructed round 4 fundamental elements:

  • A worldwide cell service community
  • More intuitive app help
  • Smarter software program with remote diagnostic options
  • More proactive buyer help

That first bullet is probably the most notable. Competitors like Cowboy in Europe, and Rad Power within the US, additionally supply cell service networks, whereby elements are shipped to a buyer’s residence the place a licensed technician is dispatched to carry out repairs past the purview of the shopper or native bike store. Rad Power notably companions with Velofix to broaden its help community to extra cities.

The Carliers, in conventional VanMoof type, assume one of the best strategy is to construct their very own cell service community, because it does practically each part on the S3 and X3 bikes. The cell service community will probably be staffed by each full-time VanMoof workers and freelancers, educated to solely restore and preserve VanMoof bikes.

The service will probably be provided in a number of cities firstly and then rolled out globally shortly thereafter. “80 to 90 percent of our bikes are shipped to 50 cities around the world,” says Ties. “So we can focus on those 50 cities, that’s very doable. The first 5 or 10 are the most work, that’s what we’re working on now.” From there, it ought to be simple to take the mannequin and increase it to extra cities as wanted, or so the considering goes.

When requested if VanMoof would ever companion with a third-party bike-service firm to enhance VanMoof’s personal cell service community, Taco, the ever-pragmatic enterprise government, responded as anticipated: “Never say never,” he stated.

Ties says that constructing VanMoof’s cell service community on a worldwide scale solely lately turned doable. First, they wanted to start transport in the kind of quantity seen with the S3 and X3, which is just anticipated to develop within the years forward — in May, the corporate claimed to have “over 120,000 riders.” Second, VanMoof wanted to take management of the provision chain to make sure it had prepared entry to the elements wanted for restore, one thing they’ve slowly been doing since their first electrical bike launched 4 years in the past. Finally, VanMoof wanted to realize the kind of modularity and OTA replace capabilities discovered within the S3 and X3 bikes so {that a} educated technician — not an costly bike mechanic — may very well be cost-effectively dispatched to a buyer’s residence or workplace for service.

The new VanMoof cell service community isn’t the identical because the $340 Peace of Mind: Maintenance subscriptions that VanMoof provides in 21 cities at the moment. POM, as Ties calls it, sends VanMoof’s Bike Doctors to your house or workplace to interchange worn tires, lubricate the drivetrain, and carry out different routine upkeep duties at outlined intervals. The cell service community kicks into motion as issues come up and will probably be obtainable to all VanMoof prospects who want help within the cities supported. Pricing for the brand new cell service community hasn’t been finalized.

S3 meeting in Taipei.
Image: VanMoof


As to the opposite three elements of the brand new help ecosystem — extra intuitive app help, smarter software program with remote diagnostic options, and extra proactive buyer help — the VanMoof founders defined their plans for these as properly.

Ties says to count on the VanMoof app to supply higher help, probably providing a utility that may be run on the bike to diagnose a difficulty as a substitute of requiring a name to buyer help. It would possibly even order the half routinely after affirmation from the proprietor.

VanMoof bikes presently obtain software program updates a number of occasions every year, perhaps as soon as each three months by Ties’ estimate. This new spherical of funding will assist speed up that. “Tesla cars, for example, where you get a weekly software update that adds features but also fixes a lot of bugs — I think that’s where we really want to be.” Ties says it’s additionally vital to repeatedly replace older bikes to maintain them on the highway longer, noting that VanMoof nonetheless maintains a software program workforce devoted to the S1, VanMoof’s first electrical bike launched in 2016.

VanMoof is working to make its bikes so sensible, so filled with sensors, that they’ll be capable to detect a difficulty earlier than the shopper does and then proactively take steps to resolve it. “We are working on more sensors…” begins Ties earlier than pausing. “I don’t know how much exactly I should tell about this, but there are more kinds of sensors that we can build into the bike.” Ties envisions a motorcycle that may detect a worn brake pad, for instance, earlier than the proprietor even notices, inflicting VanMoof to ship a substitute half on to the individual’s residence. “You can just change it, or maybe in the near future the mobile service agent can do it.”

VanMoof wouldn’t be the primary to implement remote diagnostics within the mobility house. Superpedestrian scooters have had this functionality for some time. The firm liable for the Copenhagen Wheel equips its fleet scooters with the intelligence to detect about 100 completely different factors of failure to set off a service request when wanted.

But solely a 3rd of that $40 million funding VanMoof introduced at the moment is earmarked for bettering after-sales help. According to Taco, the opposite two-thirds will probably be equally allotted to R&D and to ramping up manufacturing capability.

“We have chosen two investors, NVP and Felix Capital that know everything about scaling brands. We deliberately chose an investor in the American market because I still believe that’s our biggest potential,” says Taco, who describes the US as VanMoof’s third-fastest progress market. “We also chose an investor — Balderton — with a deep knowledge of tech and especially software that can bring our software platforms to the next level.”

VanMoof’s rivals are elevating capital as properly. For instance, Rad Power raised $25 million in February whereas Cowboy raised $23 million in July. And with VanMoof elevating $53.5 million in new funding since May, two issues at the moment are abundantly clear: VanMoof is not a startup, and buyers at the moment are betting on electrical bikes as the subsequent frontier in mobility.

It’s cash that offers VanMoof a whole lot of runway to realize its purpose of getting the subsequent billion on bikes, simply as cities world wide are lastly waking up to the idea.

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