Urtopia Ebike Avis 135

Mrs Stella was so kind and supporting.
I broke a derailleur hanger on my Urtropia Carbon 1 by accident.
Wrote to support requesting the spare.
I got it at home in few days, and incredible they did it no charge to me, even was not there fault.
I am so happy that will buy a second Urtropia bike for my wife.

Excellent customer service regarding a incorrect bike rack

I bought my Urtopia e-bike from a local bike shop last year. I loved it from the first time I test rode it. I bought it immediately and took it home that day. Recently I had a question about an accessory I bought on line from Urtopia. I sent a question to customer service on Sunday night and received a reply the next morning. I posed another question Monday and had a reply the next day. I'm impressed with the design and quality of the bike and the turnaround on responses to my emails. I've had three other brands of e-bikes, two big name brands and one newer, and my Urtopia Carbon Fiber Fusion Pro is by far the best.

Urtopia's customer support—and in particular, Stella—were nothing short of phenomenal. We had a great deal of back and forth, and Stella always responded quickly and answered any question I had. It was very obvious how much she cared, something that made me feel good about the company.
Unfortunately, I had to return my incredibly designed and engineered ebike, through no fault of Urtopia's; it was a fault on my end. Stella made the return seamless, and I received my full refund within days. I cannot say enough about the company, its products, and its customer service.

My whole buying experience has been five stars. The responses to my questions and issues were prompt, professional and generous. I was made to feel that I am a valued customer through out my buying experience.

bought the Carbon Pro-1 (priced at $1,999 at the time). I opted for the version without the fingerprint scanner and Bluetooth extras—honestly, I prefer to keep unnecessary electronics out of my vehicles. A Bluetooth speaker on a bike feels like a bit much.
The bike weighs around 37–39 lbs. It’s manageable to carry on a Saris Bone mount, though it still feels heavier than my regular mountain bike. That said, it’s impressively sleek—unless you’re specifically looking for the battery housing, it passes for a standard hybrid. No unwanted attention on the trails.
Power delivery is smooth, with seamless transitions between assist levels. I use it mainly for commuting on a mixed trail—some gravel, some incline, but mostly paved. Tour mode handles most of it, and I switch to Smart when the path is undulating. The motor is quiet enough that you barely notice it unless you’re listening for it.
I’ve reached a max speed of about 21 mph & with a mix of Tour and Smart, I’m getting roughly 22–25 miles per charge.
My one gripe: I wish the battery released upward. I dropped it once—fortunately, no damage to the carbon frame.
Overall, I’m very happy with the bike and looking forward to ditching the car for my commute. That said, I’ve only had it for a month, so longevity is still an open question. With so many brands out there, at some point you’re just placing your bet and hoping it pays off.

Great service fast response I own three of them.

Excellent customer service! Every support personnel responded promptly & courteously when we reached out for assistance. Can't wait to receive our order which is coming in multiple shipments.

I was having a problem with my kick stand on my carbon one pro reached out to customer service and now they're sending our a replacement free of charge!! Thank you

Tell us more about your experience

Want a tip?
I love the E-bike
light and very nice looking
smooth riding plus i love the different modes that you can use
very easy to assemble , probably take you a good 45 min to a hour from in boxing and putting it together
the support i got from Reese was awesome
i’m pretty sure customer support is i very highly to there customers

Great bike. Third one. Just needed tech service for setting up the app. Great fellow from China zoomed with me and fixed issue in no time. It was fun chatting half way around the world.

We purchased e-bikes over the holidays and we just got the opportunity to use them given the cold winter. We absolutely love the bikes we purchased! Additionally, the customer service is great.

I was lucky to get Stella as my product support assistant. She always responded with technical advice to get my bike working again. Because of her, I am now confident this bike will be propelling me down the road again.

Thank you Stella.

We have been working with your Topia for three years at our Electric, Bike Shop Asheville Custom E-Bikes. Utopia is one of our few trusted brands for a few reasons. One, the bikes are great and do what they’re supposed to do. There’s nothing like them at that price point in the market. Two anytime we have an issue your Topia has provided world class customer service. Our store is in a small community. The bikes have to work good and if there is a problem, we’ll need parts and pay for warranty work in a timely manner. Urtopia checks the boxes on support and product quality. If you’re looking for a carbon fiber electric bike that won’t break the bank or you want to stock your Urtopia Ebikes at your shop you’re on the right track and you’ll be glad you made that choice. We stock every model, size and color. If you want to test ride or an ebike delivered to your door, reach out and we are happy to help! A special shout out to Xing Yuan the US Ambassador, he has personally handled every situation with professional assistance. Urtopia is lucky to have him, he’s the hardest working e-bike manager there is!
In addition you can check out our Urtopia e-bike reviews, repairs and upgrades on YouTube. Asheville Custom E-Bikes

When I purchased the bike, I wasn't made aware that you need to keep a yearly $40.00 sim card payment if you don't you lose the availabilty of the sim card forever.

So no updates. And support can't help. Do not buy this bike for that reason

I ordered a carbon Joy ultra e-bike. It arrives tomorrow and I’m so excited! I accidentally ordered the wrong version of the Joy and Stella from customer support was right on it helping me modify my order. Enhancing the great customer experience, she provided extra accessories with my order. Service was prompt, kind, and generous. Thank you!

I reached out too Urtopia customer service to inquire about the process for removing the rear wheel of my Carbon Fusion Pro. They did not have a procedure on file but within minutes of my request they made a video and emailed it to me illustrating the step by step process for removing and reinstalling the wheel. That is amazing responsiveness and customer service 👍 👍
Thanks Urtopia Team !!!

First I have had several Urtopia bikes starting with the carbon 1 then there second model carbon 1s then chord model and now the Fusion Pro.

I ride a lot and have put about 10,000 miles on Urtopia bikes. They are very well made and they have always been there when I needed something. And they offer a very generous 2 warranty on their bikes and I can tell you they 100% stand by there products.

Now let's talk about there bikes. I just got Fusion Pro and I absolutely love it. I added the extra external battery and now I have 120 miles of range to ride. This bike is so well designed and can't wait to put many more miles on it

I purchased two Carbon 1 Pro e-bikes from Urtopia for a total of €5,398. One of the bikes was delivered with a missing essential seat mounting component, making it completely unusable.

I reported this issue approximately one month after purchase and have sent multiple emails over the past year. I have never received a single response.

Because the missing part makes it impossible to install the saddle, my wife could not use her bicycle. I was forced to remove the corresponding part from my own bike so she could ride hers. This is absolutely unacceptable for a product in this price range.

The lack of customer support is shocking. No reply, no solution, no accountability. For a premium-priced e-bike brand, this level of service is extremely disappointing.

If you are considering buying from Urtopia, be aware that if something goes wrong, you may be completely on your own.

I hope the company finally takes responsibility and resolves this issue properly.

I love the Utopia folding bike. I needed a minor part replaced and they shipped it quickly.