Contacting DIAN Motors
To contact the team at DIAN Motors, you can telephone or email or regular mail:
DIAN Motors Inc. 201-228 Hunt Club Road
Ottawa, ON K1V 1C1
Tel: 1-888-612-1333
Email: team@dianmotors.ca
Service Support
DIAN Motors Inc.will provide service support by telephone and by email. Monday to Friday, between the times of 9am and 5:30pm Eastern time. In addition, DIAN Motors will provide other support in the form of service manuals, assembly manuals and other written documents as they become available. There may be a cost associated with some manuals.
Service Training
At certain times (such as model year changes or when it is determined as required), DIAN Motors may prepare specialized service training courses for dealers and their service staff. The frequency of the courses will vary according to market conditions and new technical developments. It is the dealer's responsibility to support and participate in the courses in order to ensure that SAVA products are properly serviced in a timely and professional manner. Attendance at technical training courses may be a condition for maintaining dealer status. The training may be conducted in a classroom setting or may be on-line (virtual training). Any service training will be to enhance the skills of technicians who have already attained the basic skills of the trade as required in their jurisdictional area.
Tools, Equipment, and Facilities
Specialized tools are required for the proper service and maintenance of SAVA products. The dealer must also provide the proper equipment and working environment for their service staff. SAVA may designate certain tools (and publications) as mandatory. The dealer must purchase these tools and/or other materials necessary to service or repair products when requested by SAVA. When a new model is introduced that requires a specialized tool for servicing, the tool may be shipped automatically to the dealership. The dealer's parts account will be debited at time of shipment.
Un-crating and “pre-delivery” Service
Units arriving at the dealership will be packed in a protective container. It is necessary to remove the unit and assemble it following the Assembly manuals provided. Any units that arrive with damaged packaging should be noted on the Bill of Lading and inspected for damage inside. If you find any damage or missing parts, please contact DIAN Motors immediately for further instruction. Prior to delivering a SAVA bicycle, a pre-delivery inspection shall be made.
How Long is the Warranty Period?
|
Model Name |
Warranty Period |
|
SAVA bicycle with carbon fiber frame |
12 Months parts / 5 years on the frame |
|
SAVA ebike with carbon fiber frame |
12 Months parts / 5 years on the frame |
|
SAVA bicycle with aluminum frame |
12 Months parts / 1 year on the frame |
|
SAVA ebike with aluminum frame |
12 Months parts / 1 year on the frame |
What Is Covered by Warranty?
Warranty extends to all repairs falling under the following four categories:
A) Manufacturing Defect
A manufacturing defect is one which can be traced back to the manufacturing process. These are the only defects covered under the warranty. The defect may involve defective materials, or it may be defective workmanship. The customer will be responsible for the cost of repairs caused by customer abuse or misuse of the product. If a dealer has caused a problem (e.g. through defective service work, improper storage, etc.), the cost of repairing the unit becomes the dealer’s responsibility. Problems caused during transit (from factory to your dealership) are not a manufacturing defect and so require you to speak with a DIAN Motors representative. If you have doubts that you can determine if the failure is attributed to a manufacturing defect, contact DIAN Motors.
B) Service Bulletin Campaigns
Repairs which SAVA requests that you do are called Service Bulletin Campaigns. They are sometimes covered under warranty and are announced by way of a service bulletin. Some campaigns may have expiry dates; make sure you consult the service bulletin as your claim must be submitted before the date indicated in the bulletin.
C) Recall Campaign
If a Recall Campaign is deemed necessary for safety reasons, SAVA will initiate a recall campaign to notify owners that their units should be taken to a SAVA dealer for repair. As a SAVA dealer, you must participate in recall campaigns. In addition, you must make every effort to contact customers to whom you have sold a recalled unit and ask them to bring their unit in so that the necessary repairs can be done. All recall campaigns must be completed on all units prior to customer delivery; this applies to new units and used units brought in for service or maintenance.
D) Extended Warranty
At this time, SAVA does not provide an extended warranty program. There are third-party companies who can assist with extended warranty sales. Please refer to their extended warranty policies and procedures. This information will be updated should this situation change.
What is Excluded from Warranty?
- Any units having received modification not recommended nor endorsed by SAVA are excluded from warranty.
- Damage caused by improper or abusive use is excluded from warranty.
- Any “wear and tear” parts or consumables that become unusable, including (but not limited to) tires, brake components, drive chain, belt, handle grips, all bearings, all seals, all transmission
gear, suspension valving/seals, all sprockets, foot pegs, pedals and seats are excluded from this Limited Warranty. - Due to storage in cold temperatures being a main factor to battery degradation, if the battery charge is allowed to fall below 60%, we reserve the right to, in our sole discretion, exclude battery components from the warranty for any unit that has passed through a winter period.
- There are specific warnings regarding charging the battery in cold temperatures contained in the Owner’s Manual. Damage to the battery components caused by improper charging is excluded from warranty.
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Using the vehicle in deep water can damage expensive electrical components. Such operation is considered improper use of the vehicle and will void the warranty.
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Damage arising from impact or other accidents while riding and damage arising from fire or theft is excluded from warranty.
- Failures due to improper maintenance or lack of servicing are excluded from warranty.
Submitting a Warranty Claim
Warranty claims should be submitted through email at support@dianmotors.com.. If you have any problems, please contact DIAN Motors.
Here is some basic information pertaining to warranty claim entry: Submit warranty claim pre- authorization requests BEFORE work has been performed AND provide completed information no more than ten (10) days after the date of repair. All claims will require a pre-warranty authorization from DIAN Motors BEFORE starting ANY repair.
Warranty Authorization — for any regular warranty repairs, the following conditions require a special additional authorization:
1) repairs for any unsold unit;
2) repairs where the dealer believes extra labour time over and above the designated amount in the Technician Time
Table is required; and
3) repairs where the work code requires pre-authorization (specific to the job).
Labour and Parts Reimbursement Rates
In order to calculate the warranty labour rate reimbursement, the dealer may be asked to complete a Statement of Shop Labour Rate form and return it to DIAN Motors. These bilingual forms are available on request. Dealer labour rates remain on file for at least one (1) year at which time the dealer may apply for a change by completing a new Statement of Shop Labour Rate form. The time allowed for the repair must be taken from the table provided (the Technician Time Table). If the repair you wish to perform is not listed on the table, contact DIAN Motors directly for assistance.
Parts are reimbursed at Dealer Net plus the handling fee calculated as a percentage of Dealer Net, if the parts are taken from dealer stock. If DIAN Motors sends parts to the dealer for the repair, there is no handling fee paid. The handling fee on parts is 10% of dealer net if the part is taken from dealer stock.
Warranty Parts Inspection
DIAN Motors requires that you tag and retain all parts replaced under warranty for a period of 90 days from the date you submit your warranty claim. Be sure the tag contains all the claim information. Any warranty claim for which the dealer needs to return parts to DIAN Motors will have a “Hold for Parts” status attached. The dealer must return the parts to the person at DIAN Motors who has requested them. The dealer has 30 days in which to return the requested part to DIAN Motors head office in Ottawa. The requested part(s) must be packaged together with tag information. Ship the parts collect via your regular courier. Failure to return the parts within the designated time will result in debit of the claim.
Customer Relations
To ensure customer satisfaction, please follow these suggestions:
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A) Be sure to sell the product most suited to your customer’s requirements.
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B) Be sure the customer knows how to operate and store the unit properly.
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C) Be sure to explain the features of the unit the customer has purchased.
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D) Be sure to explain the customers’ maintenance obligations for their unit, including their responsibility for scheduled maintenance according to the Owner’s Manual.
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E) Be sure to explain the highlights of the unit warranty, or clearly explain the reasons for no warranty.
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F) Be sure your customer receives the SAVA warranty policy provided with the unit. There could be legal ramifications should you omit to provide this information to your customer. Adhering to these points can help avoid situations where a customer claims something was not fully explained to him or her. If no consumer-facing warranty policy is included with the unit, please contact your representative.
Legal Situations
To avoid unpleasant and often costly arguments, the following points should be noted:
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A) Give good service. Professional assembly and pre-delivery service are essential, as is prompt and accurate repair and maintenance work. Do not hesitate to indicate on your
customer's invoice any conditions you have pointed out which may require future repair work. You should always note any defect which may create a safety issue for the rider;
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B) Keep good records. Assembly and PDI checklists, shop work orders and warranty claims are all valuable legal aids. File and retain such records according to your provincial or state requirements;
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C) Make sure that your insurance coverage is in accordance with good practice. The standards are changing continually and so it is important that your coverage be reviewed annually and updated when necessary. Your current shop insurance may or may not cover work on exclusively-electric bikes. Consult an insurance professional;
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D) Thoroughly investigate all customer complaints about mechanical problems and report them to DIAN Motors, especially any item you feel may represent a safety concern; and
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E) Take care in your service workmanship. If an accident occurs involving a SAVA product you have serviced, it may be alleged that your workmanship is the cause. If bodily injuries have been sustained or property damage has occurred in connection with the event giving rise to a service request, notify DIAN Motors before proceeding with the repair.
Accessory Warranty
Unless specified otherwise in other Bulletins, damage caused by accessories sold by DIAN Motors is covered under the Parts/Accessories Warranty Policy. Damage to accessories caused by a warrantable product defect is covered under SAVA unit warranty. The SAVA warranty covers any additional labour required to remove SAVA accessories from a product that has suffered a warrantable defect.
Parts/Accessories Warranty
A warranty period is provided to customers purchasing genuine SAVA parts and accessories to be installed on the unit it is designed for. Warranty claims relating to SAVA replacement and optional parts should be directed to the support staff at DIAN Motors.
Service parts are all components fitted as standard on a new unit, with the exception of parts listed as exclusions from warranty (see the section “What is Excluded from Warranty?” above). These excluded parts (consumables) are covered under a 10-day policy to ensure a customer receives goods that are fit for their intended purpose.
|
Item |
Warranty Period |
|
Service Parts |
180 Days |
|
Consumables |
10 Days |
|
"Bolt on" Accessories |
180 Days |
Chemicals and Lubricants
All dealers should follow and recommend the chemical and lubrication specifications when provided in the Owner's Manual. Lubricant manufacturers other than those specified by SAVA should furnish, in writing, their product's ability to perform on SAVA products and supply all pertinent information before a dealer uses such lubricant on SAVA products or recommends such lubricant to customers for use on SAVA products. Remember that you may be held responsible for failures caused if your recommendations are other than those specified by SAVA. If no recommendation is made, dealers should follow normal “best practices” as applicable within the bicycles industry.
Service Maintenance Intervals
SAVA recommends that maintenance be performed at the intervals indicated in the Owner's Manual. The cost of this maintenance, whether done within the warranty period or not, is not warrantable and must be paid by the owner. By explaining this to the customer at the time of purchase, you can avoid misunderstandings later on.
Storage Procedures
As many products are not used year-round, they require storage during the off- season. Storage procedures for electric vehicles are indicated in the Owner's Manual. The cost of these procedures, whether done within the warranty period or not, is not warrantable and must be paid by the owner. Deterioration (especially the battery) caused by improper storage is also not warrantable and must also be paid by the owner. By explaining this to the customer at the time of purchase, you can avoid arguments and unpleasant situations later. The Owner’s Manual provided with the unit has specific storage procedures, especially regarding battery maintenance. Please refer to the manuals for instruction.
Transportation Recommendations
Many owners will not have riding areas close to their homes and may need to transport their electric vehicle. Units should be transported on the bed of a truck or a suitable trailer and held by straps that are rated for the weight of the unit. Special Bicycle carriers are suitable in most cases due to the heavier weight of the ebike. DO NOT recommend “flat towing” in any instance. Damage to the unit or the host vehicle resulting from transportation are not covered by warranty, but may be covered by the host vehicle’s insurance company.
Service Bulletins
DIAN Motors may issue bulletins as needed to dealers. These communications must be distributed to all required staff as they may contain information that affects the safety of staff and/or customers. It is the dealer’s responsibility to maintain the necessary files of such communications. If you need copies of these bulletins, please contact the DIAN Motors team.
Owner’s and Service Manuals
Replacement Owner’s Manuals will be available electronically from DIAN Motors at no charge. Hard copy may have a nominal cost. Service Manuals will be provided to dealers at nominal cost. Please note: Service Manuals are written assuming the reader is a technician with an understanding of shop repair procedures. The Service Manual is not for customers possessing no basic knowledge of motorcycle repair. However, Service Manuals will be available for customer purchase.
Updates to this Information
As policies change, or new administration systems come online, this document will be updated with new information or instructions. Upon any updates, make sure to remove any previously released information and replace it with the updated copies immediately, to prevent processing delays or errors.