Hi Nick, your review was completely one sided on Google and I added complete timeline of events based on the numerous conversations that you've had with my team. Here you are again, trying to put in a review that is completely based on what you feel happened than what actually happened. The one thing you did get right in your latest review is 'the first time I rode it I had to learn to start off in a high gear and shift being a mid-drive. These invaluable instructions did not come with the bikes delivery ... that could have been the problem'. This ABSOLUTELY is a major factor in what caused the problems. Sorry that we don't send instructions with the bike on how to use bike gears. There are 100s of videos on how to remove a Bafang M620 motor off a bike on youtube and our support site (support.biktrix.com). You claim that we didn't offer to ask you if you were capable of doing that. Unfortunately, we have no idea what the technical expertise of each customer is. We tried to find the easiest solution for you - finding an expert to help. End of the day, I apologize if your expected level of service wasn't met. We did certainly try our best to help you.
As much as I wish that you had this conversation one-on-one with me via email, I have to leave a public reply here so that your review is not one sided.
Just for context for anyone else reading, here is a copy of my reply to your original review:
Thanks for taking the time to leave a review. I’d like to clarify a few items that you’ve mentioned above that are not factual.
First: yes, you backed an Indiegogo campaign in December and received your bike earlier than promised in February. You contacted us on Feb 24 stating that you were disappointed with the range that you were getting on your bike. Our support staff Ricky walked you through what you need to do to achieve advertised range. This included checking the voltage of the battery, making sure that it’s charging and balancing properly. This conversation(back and forth email support ended Feb 25).
On Mar 22, you emailed us again stating that your brother bought the same bike and he’s also having range issues. Our support staff Ryan phoned you and talked to your brother and explained how the motor efficiency drops substantially if gears were used improperly, etc.
On 4 October, you emailed us on behalf of your brother saying that his pedal assist isn’t working and that he’s very irate. Then on 5 Oct, you emailed that your bike is showing an issue where the pedal assist isn’t working. Our agent Tej asked you some basic debugging questions to eliminate brake cutoffs (common suspect) and display from the issues. Upon asking you these questions, you sent photos of the display showing error 4 and error 21. Error 4 is throttle related and error 21 is speed sensor related. He asked you to disconnect/reconnect the throttle and see if error 4 goes away and sent you instructions on adjusting the speed sensor for error 21. Note that both these errors can clause intermittent pedal assist issues. He then asked you to book a video call to further debug. Then you emailed back saying the bike was working fine now (with throttle disconnected)and if anything needed to be done for the error codes. Newton sent out a replacement throttle for free under warranty.
You then emailed us on 7 Oct stating that your brother had err 21 on his bike and if he needed to replace the sensor. Newton advised you too ask him to check the magnet alignment on the wheel which is the most common issue that causes error 21. Then you emailed saying that you shimmed out the sensor on your bike and error 21 seems to have gone away.
On Oct 12 you emailed back saying error 21 didn’t go away on yours and your brothers bike. So we sent out replacement speed sensors and displays to both of you.
Then you worked with one of our support staff again and we sent out a main wiring harness. Then on Oct 29, 2021 you said everything worked fine.
Then on Nov 2 2022: you emailed saying you’re continuing to have issues. At this point, we asked you to remove the motor and send it back to us. Motor is bolted on to the bike with 3 bolts. We sent you instructions on how to take that off and send it to us.
On Nov 29, 2022: we sent you an authorization to send the motor back again as you hadn’t sent it yet. On Nov 30th you emailed saying you paid a different company to remove the motor etc.
Once we got the motor we figured out that your controller was damaged due to excess heat. This usually happens when the wrong gears are used to ride the bike. Eg. Driving a Porsche at top rpm on the wrong gear will cause motor/transmission premature wear. We quoted you a discounted rate of $235 for the controller and said that we’ll cover labor under warranty. Even though your warranty expired well almost a year prior. After going back and forth for a few emails you eventually paid for the controller work to be done. We completed this promptly and sent back the motor as promised.
Now, here we are in Jan 2023 and you leave us a 2* review with a lot of one sided info that’s not representative of the whole story. Since I’ve now added colour to the story, any reader should be able to see that we really did our best to support you. We’ve sent out hundreds of dollars worth of parts. Even though your bike was an indiegogo purchase which only came with a 90day parts warranty (in exchange for the huge discount you bought the bike at), we continued to support you for 2 whole years.
Some people are just hard to please. We’re sorry that we couldn’t meet your unrealistic expectations.
Yes, we have 15 bad reviews of the 15,000+ bikes that we’ve sold. Go figure.