B i k t r i x respond in a reasonable amount of time and they seem to be dedicated to helping you understand your new e-bike. I believe they could do better in the form of a technician who can answer your questions over the phone. Email how to videos are very helpful but they don't solve all the issues. I called and was told that a technician would call me back to help me install the front Basket in the headlight. I never received a phone call I was promised, for my problems with the basket on the front of the bike.