Fully Charged Blog

Fully Charged and COVID-19: latest information

Words By Henry

This page is here to keep our customers and audiences up to date about our business operations during the current coronavirus pandemic.

As with other businesses worldwide, the health of our staff and customers is our first priority. As such we are operating with a reduced workforce at both our Showroom and Service Centre in London Bridge. All members of our team are split into bubbles and are working on a three day rotational basis.

We are proactively monitoring the ever-changing situation and will aim to keep this page up to date so please check back regularly for the latest updates.

Main summary

  • We are OPEN as an ‘essential retailer’ through national lockdowns and any tiered regional restrictions.
  • We are operating with a reduced workforce to protect our staff and customers. All members of our team are now split into bubbles and are working at the Showroom and Service Centre on a three day rotational basis. 
  • We are currently operating an appointment only system. Please go online to book a virtual consultation or an eBike test ride. 
  • Some orders are currently delayed. Please get in touch for the exact specifics. 
  • We are currently operating with a reduced technical support team. 
  • Our service centre remains open, please understand we are prioritising essential maintenance and repairs, warranty work and health-checks. 
  • Routine services are currently postponed until further notice.
  • Please be aware that deliveries of your eBike, if in stock, will take up to 7 days. 
  • Due to our reduced workforce, it may be difficult to get through to us on the phone. Where possible email info@fullycharged.com for a general enquiry or techsupport@fullycharged.com if you have a technical question. 
  • Please allow up to 48 hours for us to respond to you via our live chat services or email.

We’d ask that your patient with us and keep checking this page for updates. We will endeavour to let our customers know about any delays to eBikes and parts.

Coranavirus current operational status

We are following government guidelines and encourage you to do the same by wearing a mask when you are in the Showroom and Service Centre. If you do not have a mask and are not medically exempt from wearing a mask, we cannot allow you in our sites. We have provided all of our staff with face coverings and all of our staff wear face coverings whilst on site. 

We take hygiene very seriously, and have procedures in place to ensure that you remain safe when you visit us with socially distanced systems in place, and increased cleaning throughout the week.

Contacting us

If you'd like to speak to an eBike specialist from the comfort of your own home, we have increased the amount of virtual consultations you can have with us via our website. If you are a vulnerable customer we advise you to book a consultation to speak to an eBike specialist.

If you do feel well enough to visit our Showroom, please book an eBike test ride via our website. If you do not have an appointment to see us, we unfortunately cannot give you access as we have to protect our fellow custoemrs and staff members.

If you do wish to contact us, please email us on info@fullycharged.com or refer to our live chat. Please allow up to 48 hours for a response due to a reduced workforce in the showroom.

Please note that whilst our service centre remains open, we are prioritising essential maintenance and repairs, warranty work and health-checks. If you are a current customer of ours and cannot book a slot for your bike health check online via fullycharged.com/servicecentre then please email techsupport@fullycharged.com. Please allow up to 72 hours for a response due to a reduced workforce in the service centre.

  • Routine services are currently postponed until further notice.

If your bike is still under warranty and you need to lodge a claim, please email warranty@fullycharged.com. Please allow up to 72 hours for a response due to a reduced workforce in the service centre.

What has happened to my current order

We are operating with COVID-safe measures at our warehouse and as such are currently processing website orders and dispatching orders that are in stock with some delays as discussed above.

If the item is currently not in stock then there is a current queuing system with our manufacturers and there are currently delays throughout the supply chain. We will do our best to keep all of our customers updated about their order via regular email updates.

Where am I in the pecking order?

Suppliers endeavour to give us accurate information about incoming stock deliveries. However, given the current situation, things can change at the drop of a hat. Please be patient and rest assured that we are doing our best to get your order to you quickly.

Thank you!

The whole team at Fully Charged wants to thank all of our customers and the local community for being understanding of the high surge in demand during these uncertain times. We’re very grateful and privileged to be able to serve the eBike community as an essential retailer, and we want to continue to help you make the best decisions possible when purchasing your product.

Best wishes,

The Fully Charged team

Words By Henry