{"id":1408,"date":"2025-07-08T00:42:45","date_gmt":"2025-07-07T22:42:45","guid":{"rendered":"https:\/\/wp.stromer-tech.info\/?post_type=ht_kb&p=1408"},"modified":"2026-07-30T11:07:20","modified_gmt":"2026-07-30T09:07:20","slug":"contact-person-for-customers","status":"publish","type":"ht_kb","link":"https:\/\/wp.stromer-tech.info\/en\/knowledge-base\/ansprechpartner-fuer-kunden\/","title":{"rendered":"Contact and Contact Person for Customers"},"content":{"rendered":"

The Stromer sales concept is based on a Dealer network<\/a>, similar to the automotive industry, for example. Direct sale of spare parts and end-customer support are not offered. The following applies:<\/p>\n\n\n\n

Der H\u00e4ndler ist Vertragspartner und damit auch Ansprechpartner bei Problemen und Garantiearbeiten!<\/strong>

An exception is the flagship store at the company headquarters in Oberwangen, Switzerland \u2013 this one directly serves end customers.<\/p>\n\n\n\n

Switzerland Support<\/h3>\n\n\n\n

Until May 2025, there was a way for end customers to reach Stromer. Support requests were also answered. With Setting the unofficial support email address<\/a> info@stromerbike.com<\/a> is this no longer possible. myStromer AG communicated this in this letter<\/a>. <\/p>\n\n\n\n

The FAQ<\/a> The website does not provide sufficient information for many specific questions. This leaves the dealer as the only point of contact, or forums, Facebook groups, and this website as sources of information.<\/p>\n\n\n\n

Contact Information \/ Feedback?<\/h3>\n\n\n\n

A dedicated feedback channel is not offered. In Imprint<\/a> wird ebenfalls info@stromerbike.com als Kontaktadresse angegeben. Schreibt man diese an wird eine automatisierte Antwort versendet. Ob die E-Mail intern gelesen wird – ein Fragezeichen ist zumindest angebracht. Eine E-Mail meinerseits mit einem Feedback (Fehler in einer Bedienungsanleitung) wurde nicht beantwortet.
<\/p>\n\n\n\n

\"\"
Auto-Reply<\/figcaption><\/figure>\n\n\n\n
\"\"<\/figure>\n\n\n\n

US and Canada customers<\/h3>\n\n\n\n

Stromer is withdrawing from the US\/CA market as of November 2024. For customers there are specific information<\/a> in the FAQ. <\/p>\n\n\n\n

Die Kontaktadresse gem\u00e4ss Bedienungsanleitungen w\u00e4re serviceusa@stromerbike.com. In der FAQ<\/a> wird diese aber nicht best\u00e4tigt sondern sie verweist auf die lokalen H\u00e4ndler.<\/p>\n\n\n\n

Warranty work<\/h3>\n\n\n\n

Garantiearbeiten kann und sollte jeder Stromer-H\u00e4ndler ausf\u00fchren. In der Praxis werden aber Kunden, welche den Stromer nicht beim spezifischen H\u00e4ndler gekauft haben, oft abgelehnt oder saftige Werkstattkosten aufgerechnet, dies obwohl Stromer f\u00fcr Garantiearbeiten meist Verg\u00fctungen anbietet.

The spare parts are subject to the general Warranty conditions<\/a>.<\/p>\n\n\n\n

Recall of 6500 WREN Suspension Forks (12\/4\/2025) - Risk of breakage!<\/h3>\n\n\n\n

Communication from myStromer AG<\/a> <\/p>\n\n\n\n

\n

Stromer is voluntarily recalling approximately 6,500 front fork assemblies of the brand \u2019WREN\u00ab that were installed in the speed pedelecs ST3, ST5, and ST7. The steerer tube can fatigue prematurely and develop cracks, break, or detach during use. This can lead to a loss of control over the bicycle, posing a risk of falls and injuries.
Stromer has received 15 reports of steerer tube failures, including eight cases involving customer injuries.<\/p>\n<\/blockquote>\n\n\n\n

Affected customers will also be informed about the recall by registered mail.

\ud83d\udc49 Recalls FAQ
<\/a>\ud83d\udc49 Check if you are affected by the recall!<\/a>

Special email for inquiries: <\/strong>safety@stromerbike.com<\/a><\/p>\n\n\n\n

\n\n\n\n

See<\/a> also FAQ - Spare parts - Where can I get originals?<\/em><\/p>\n\n\n\n

<\/p>","protected":false},"excerpt":{"rendered":"

Das Stromer Vetriebskonzept basiert auf einem H\u00e4ndlernetz, analog z. B. der Automobilindustrie. Ein Direktverkauf von Ersatzteilen und ein Endkundensupport wird nicht angeboten. Es gilt: Support Schweiz Bis im Mai 2025 gab es eine M\u00f6glichkeit Stromer als Endkunde zu erreichen. Auch Supportanfragen wurden beantwortet. Mit Einstellung der inoffiziellen Support-E-Mail-Adresse info@stromerbike.com ist…<\/p>","protected":false},"author":1,"comment_status":"open","ping_status":"closed","template":"","format":"standard","meta":{"footnotes":""},"ht-kb-category":[200],"ht-kb-tag":[459,460,456,455,458,453,457],"class_list":["post-1408","ht_kb","type-ht_kb","status-publish","format-standard","hentry","ht_kb_category-p-allgemein","ht_kb_tag-endkundensupport","ht_kb_tag-endunden","ht_kb_tag-kundenanfragen","ht_kb_tag-kundenfragen","ht_kb_tag-support-2","ht_kb_tag-supportanfragen","ht_kb_tag-us-und-canada"],"_links":{"self":[{"href":"https:\/\/wp.stromer-tech.info\/en\/wp-json\/wp\/v2\/ht-kb\/1408","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/wp.stromer-tech.info\/en\/wp-json\/wp\/v2\/ht-kb"}],"about":[{"href":"https:\/\/wp.stromer-tech.info\/en\/wp-json\/wp\/v2\/types\/ht_kb"}],"author":[{"embeddable":true,"href":"https:\/\/wp.stromer-tech.info\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/wp.stromer-tech.info\/en\/wp-json\/wp\/v2\/comments?post=1408"}],"version-history":[{"count":43,"href":"https:\/\/wp.stromer-tech.info\/en\/wp-json\/wp\/v2\/ht-kb\/1408\/revisions"}],"predecessor-version":[{"id":12658,"href":"https:\/\/wp.stromer-tech.info\/en\/wp-json\/wp\/v2\/ht-kb\/1408\/revisions\/12658"}],"wp:attachment":[{"href":"https:\/\/wp.stromer-tech.info\/en\/wp-json\/wp\/v2\/media?parent=1408"}],"wp:term":[{"taxonomy":"ht_kb_category","embeddable":true,"href":"https:\/\/wp.stromer-tech.info\/en\/wp-json\/wp\/v2\/ht-kb-category?post=1408"},{"taxonomy":"ht_kb_tag","embeddable":true,"href":"https:\/\/wp.stromer-tech.info\/en\/wp-json\/wp\/v2\/ht-kb-tag?post=1408"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}