Caveat emptor and the 10-point quality check

Flatbike Guarantee

May 23rd 2016

By Bob Forgrave

Caveat emptor: buyer beware. It’s the curse of every consumer who has made an underwhelming purchase on the internet, and of every merchant trying to build a reputation for quality products or services in the same medium. How do we break through all the online “noise” to build trust together around a new technology?


In a prior discussion we talked about two important promises–the Flatbike 30-day money-back guarantee and the lifetime warranty on CHANGE Bike frames. This time, we’ll look at 10 important functions that Flatbike performs on every new bike before delivery to ensure it that meets quality expectations:

  1. Visual review. Unpack CHANGE Bike, check for scratches, dents & scuffs (frame, wheels, fork).
  2. Test locking. Verify operation of both folding locks (top and bottom of seat tube).
  3. Test shocks. Verify operation and range of shock absorbers.
  4. Test seat. Assemble seat & post. Insert for fit.
  5. Test wheels. Add axle to front wheel and spin on frame. Spin rear wheel. Look for balance.
  6. Test brakes. Verify operation of front and rear brakes. Fast stops without squeaking, and brakes don’t touch when off.
  7. Lubricate drive system. Lube & clean chain and gearing.
  8. Fine-tune shifting. Check & adjust shifting operation on all 24, 27, or 30 gear settings (depending on bike).
  9. Inflate tires. Pump tires to recommended PSI.
  10. Pack for customer. Repackage for secure shipping.

A CHANGE bike will not ship until it successfully passes all 10 tests. That’s part of the Flatbike commitment.

Opening shipping boxes and checking everything out before repackaging for the customer may not be the most efficient shipping method, but it maximizes the chances of your satisfaction, which is the main goal. When your bike shipment arrives, there are only four actions needed before your first ride, and you won’t need to have any tools:

  1. Unpack and remove from the box.
  2. Attach the quick-release front wheel and snap-on pedals. This will become a fast and familiar action when you fold and unfold the bike.
  3. Attach the handlebars. Four screws for this one-time action, and we even include the right hex wrench to tighten them.
  4. Put the seat post into the frame and adjust the height for your needs. You won’t need to assemble this again, but you will likely adjust the seat height often to fit in small spaces when folding and unfolding the bike.

And that’s it! Expect the marked and signed Flatbike 10-point checklist in your box as your personal proof that the internet doesn’t have to be impersonal.

Happy riding!


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