Eskute UK Omdömen 

Worst support ever i ask simple support question about a e bike i bought second hand . No matter what i ask and explain i keep getting same email back. Seems like there is no outside the box thinking or support . Even though I have a very simple question. So if you have no order number you are .... No support there i can say good luck with the brand if they keep supporting it like this

The bike is cheap and worked OK but brakes are poor, saddle set up awful, mudguards flimsy and only lasted a couple of months. Metal used is poor quality and brake handles have snapped easily twice now. Uk parts dont fit e.g saddle stem .

Battery connection has varied, and Ive been left stranded , pkus
the cable that supplies power to the motor often disconnects over bumps.
Initially support was ok but down the line it is clear Eskute do not want to provide parts for older models, citing they no longer stock them and can sell me a new bike.
After sales service is dismissive and unhelpful and I wouldn't recommend buying Eskute as when it goes wrong, and it will, you're well and truly stuck .

Wie bei allen anderen auch.
Nach einem Jahr der Akku kaputt, nach langem diskutieren mit einem unfassbar schlechtem Kundenservice, der kaum deutsch spricht, einen innerhalb der gesetzlichen Gewährleistungsfrist erhalten

Auf diesen haben wir aber 8 Monate gewartet!
Nun 1 Jahr und 3 Monate später, gleicher Fehler beim Akku, wieder defekt.
Entweder handelt es sich um einen Serienfehler oder es wurde bewusst schlecht verarbeitet.

Wir prüfen nun wo man das Unternehmen melden kann und was man da machen kann.

Modell ESKUTE E-Bike Netuno E-Mountainbike

Eskute meinte nur "Dann muss ein neuer gekauft werden, Garantie ist nur ein Jahr". Neuer Akku ca. 300 € 2 Monate Lieferzeit.

Fahrrad ohne Akku nicht verkehrstüchtig (Licht, Tacho etc.).

Garantie ist nicht gleich Gewährleistung (GWL mind. 2 Jahre in Deutschland - gesetzlich verpflichtend), das wurde den Menschen dort dann auch erklärt.

Aber erst nach Einschaltung von Amazon (Verkäufer) und Drohung mit dem Anwalt wurde jetzt angeblich (ich bin gespannt, ob der ankommt) ein neuer Akku versendet.

Support eine absolute Katastrophe. Das Deutsch kam aus dem Übersetzer, kaum verständlich deren Antworten. Ahnung von den Produkten auch 0.

Also wenn man keine Probleme hat, kann man deren Produkte kaufen. Sobald man aber eine Reklamation, Fragen o.ä. hat, würde ich davon abraten.

Eskute Nettuno 2024 Review
Build Quality

1 This is not a mountain bike it’s not geared for hills, it’s more of a hybrid, which to be honest suits me
2 The grommet for protecting the cables from the handlebars into the bike frame was not fitted correctly. This took an age to fix
3 The pedals are of really poor quality and the reflectors are ready to fall off before the bike has been ridden. They have been replaced by a better-quality pair.
4 Everything that can rust is rusting, all the spoke nipples are plated so badly that everyone is corroded. I have cleaned and painted every one of them
5 The adjustment grub screw on both brake mechanisms started to corrode after the first time out in the rain
6 Brake and gear cables both really poor quality
7 The covers for the charger inlet and on off switch snapped off almost immediately.
8 As I have since discovered the Cable that runs from the display to the controller was badly installed and had a kink in the cable that eventually damaged some of the cores causing the display to produce several error messages. (the kink was hidden from view in the interior of the frame) it was replaced under warranty
9 If you ride the bike in the rain, take care about water ingress. The bottom of the frame where the brake, gear and motor cables exit the frame will let water in and that can reach the controller. Take care because of the poorly insulated/waterproofed connections to the controller. I found corrosion on the Julet to dual in line adapter (torque sensor).
10 Just as the warranty expired the 20-AH battery packed in. at time of writing Eskute are not able to provide a replacement or tell me when they will be back in stock. I was advised by Eskute to find third party to check it out. Upon further investigation by myself I discovered it was the retaining catch on the 20-AH battery was not holding the battery in place, if I hit a bump the battery would break connection and lose power. This was resolved by packing out the rear of the catch so it matched the dimensions of the catch on my working battery. The Battery connector was dodgy as well (cracked plastic on the mounting behind to the left of the negative pins. This was rectified with super glue
11 Motor failure, while out riding the motor gave up. Loud grinding noises and the wheel would not spin backwards. I knew the motor was out of warranty when I contacted Eskute support via email. It took a week for a generic response asking for more details. it took another week to respond to my reply. I asked how much a replacement wheel would cost. Last contact from Eskute support was on the 4 of June 2026 with a ‘we will get back to you ‘ answer. To sort this out a bought a motor off ebay so far so good.

Just like to thank Eskute Customer Support Team for sorting out a new brake lever for my M100+ delivery was quick, and the box inside was well padded for protection, very good experience from start to finish.

I bought a Netuno plus and especially like the torque sensor as well as the ride. It works well and has a good solid feel. The only problem had been with the battery which has now finally failed after several months of not working to full capacity, sometimes charging and sometimes not. Support has been very helpful and patient all the way through the process, giving advice and discussing how the problem could best be resolved given that there were no replacement batteries available for the particular 2024 model. All is now sorted and looking forward to being back on the road.

bike itself has been surprisingly good for the price, however battery has failed after less than 1.5 years, "support" wont help, just said they dont have them available, find someone to repair it. then started to ignore emails. very disappointing

The bike is a great price for what you get. My only complaint is a metallic scratchy sound at high speed from either the chain, motor or front sprocket. Not sure yet but the thing rips on and off-road. Has great range. Faster than tuttio , keeps up with Heybike. My buddy that rides Heybike wants to switch to this .

Experience was great. Bike came in quickly, an exactly as advertised! It was quick and easy to assemble. My son LOVES it!! We had 2 cracked pieces during shipping, and customer service has been quick to respond, a great to deal with! Would recommend!

Bike is good. My son love it. But if something came broken, the process of having a new part not worth it. So many emails and links that takes you to nowhere. They will make you feel stupid.

Long story short I had many problems with the ebike during only the beginning moments of its use. However this has been dealt with customer service that has been helpful indeed by providing rellacement parts and refunds.

Customer Service was highly responsive and supportive - this was very much appreciated.

I explained my situation to Eskute via email and it was Jenny that replied quickly, she was very helpful and understanding and agreed to sort the problem immediately.
Great service.
Thank You Jenny.

Battery arrived in unusable condition. Customer service (Jenny) was responsive to find a solution.

I really loved my Eskute bike — it was comfortable, fun to ride and exactly what I wanted. Unfortunately, it developed a few faults early on. The pedals broke first, and then the bike stopped working completely within a month.

However, Eskute’s customer service was honestly excellent throughout. They always responded within 24 hours, were kind and helpful, and sent me replacement pedals straight away without any fuss. In the end, they issued me a full refund. Although I still have the bike itself, I genuinely appreciate how smooth and supportive the process was.

A special thank-you to Jenny, who was consistent, attentive, and made sure I wasn’t left inconvenienced. Great customer service goes a long way, and she really delivered.

A component in the battery housing was broken,this cut off the electric supply to my electric bike.Even though it was out of warranty they offered to replace it for free,I just had to pay the postage.(from China).
They did a good job diagnosing the initial problem by way of email and photographs.Although it took a while for the part to come I was able to do a temporary repair.

fast and reliable after sales experience.
immediate action of concerns. love my ebike and the customer service is great!

A friendly company, and very helpful sending spare parts. Nice to deal with. The only issue was that I had to send 2 emails and 1 'chat' before anyone responded. But the service I received after that, made up for it - excellent!

The display part failed and the bike stopped when I was out on it. I pedalled home OK. The customer service took a little time to reply, and of course had to ask the obvious questions first: "Was the battery charged? Was it switched on?".
Then they diagnosed the problem as a fault with the display and suggested I buy a new one (£66), which I did and fitted it myself with the help of a YouTube video. It is not a perfect bike; you can't leave it in the rain, but it is good value for money.

I got a ESKUTE netuno plus nearly a year now.
The bike is good&customer support . Recommend