Originally Posted by
Andeh
Depends on if it's a D2C brand. Like MeterMan said, Transition works directly with you and are super responsive and helpful. I know for regular Santa Cruz bikes, for frame warranties you go direct to them. I'd assume that for ebikes with motor issues, they'd have you go to a shop.
Orbea's setup is really weird. It's like they want to be a D2C, but then also kind of don't. The couple times I've looked at getting a bike from them, the website makes it seem like you're ordering direct from them, but as it gets closer to an actual order it seems more like whatever you order goes to a shop and you've got to finish the order with them. Pretty confusing.