markj1005

Mark J.

Contributor Level

Total Points
260

2 Reviews by Mark

11/15/21

I'm disappointed with how my customer service experience went with Lectric Bike over a product defect. I purchased two new XP 2.0 Lectic Bikes and received a defective model. The display failed five miles into my first ride. Lectric Bike acknowledged the problem and sent a "new" display to replace the defective one, but it had an earlier serial number than the one I was attempting to replace. It failed after two miles into my second ride. After contacting customer service for a second display replacement, I was instructed to perform the following trouble-shooting steps:

Here is a video that will walk you through the default settings. Please note, settings of bikes can vary depending on manufacturing batches. To confirm your bike's settings, we need the time frame of delivery. Below is a standard list.

You can access your advanced settings by holding the up and down arrows simultaneously. You can cycle through each parameter by pressing the mode (on/off) button. After adjusting your settings, exit your settings and hold the M button to power off the bike, thus saving your changes. Here is a list of your XP's default settings:

P01:1-3 (screen brightness)
P02:1 (Kmph/Mph)
P03:48 (voltage)
P04:10
P05:1
P06:22.0 inch (tire height)
P07:1
P08:32 - 100 (max speed)
P09:0
P10:2
P11:3 (pedal assist sensitivity)
P12:1 (pedal assist intensity)
P13:12
P14:18
P15:40V (low voltage cutoff)
P16: (mile odometer reset, hold up arrow for 5 seconds)
P17:0
P18:100%
P19:0
P20:0
P21:1

Mind you, customer service was totally unaware of the display replacement that had just taken place, even though I mentioned it in my email to them. When I pointed out that P06 was not the error code I was experiencing, and that the defective error code was E010, they sent me this instruction:

To troubleshoot this error code we need to figure out which connection on your bike is producing the error. It is crucial that the steps listed below are executed in order.

1. Turn on your bike so that you are able to view the error code on your display.

2. Go to your throttle, and follow the cable down until you find the quick plug (you may need to unravel some of the plastic webbing). Then we will have you unplug your throttle by pulling (not twisting) the plug. If the error code on the display changes to E008, then we will replace your throttle and throttle cable.
If the error code remains E010, then plug it back in (making sure to line up the arrows on the connectors) and move to the next step.

3. Next let's move to the motor. Once you locate the motor cable quick plug, unplug it. If the error code on the display changes to E007, then we will replace your motor and motor cable.
If the error code remains E010, then plug it back in and move to the next step.

4. Next let's continue to the PAS Sensor. Once you locate the PAS cable, unplug it. If the error code on the display disappears, then we will replace your PAS sensor.
If the error code remains on E010, then plug it back in (making sure to line up the arrows on the connectors) and move to the next step.

At this point, if you are still experiencing E010 please reconnect each quick plug and then move on to the second part of this workflow.

1. Check your controller wires to ensure they are all properly connected. Here is a video that shows how to access your controller. Once you have access to your controller, check each wire to ensure they are fully seated, completely connected, and that the pins and wires are free from damage. This will involve unplugging each connection, inspecting the pins for any bends or uneven patterns, and then reconnecting. Make sure each wire is fully inserted into the plastic connectors and there is no discoloration and/or odor. Be sure to also check the wires attached to the plate with the 4 screws you removed to access the controller. If after inspecting your controllers connections you are still experiencing E010 on your display, please move on to step 2.

2. Go to your display and follow the cable down until you find the quick plug (you may need to unravel some of the plastic webbing). Then we will have you unplug your display by pulling (not twisting) the plug. Inspect the pins inside of the quick plug for damage. If the pins are straight and free from damage move on to step 3.

3. Follow the display cable down from the display all the way to the rear of the bike. You will need to unwrap the webbing on all of the wires in order to fully inspect the wire.

This is what I'm expected to do after paying a thousand dollars for a new e-bike?! I said I'd take it to a bike repair shop and Lectric Bike could tell them to follow all these steps at Lectric Bike's expense. Lectric Bike says they will NOT pay for diagnostic work to be done, and would only pay $60 toward any repair. I'm not making this up. This is Lectric Bike's policy for backing their brand new, and yet defective, product?

Tip for consumers:
Lectric Bike has a very poor warranty that requires YOU to perform a several step diagnostic process.

11/20/20

I ordered a couple of flags. They gave me no updates on fulfilling that order for weeks. I waited more weeks. I asked them for tracking information and they said they'd give it to me the next day. Two weeks later, still nothing. I cancelled my order and got my flags in two days from another more reputable site. Then... they ship the flags anyway and I'm instructed to send them back if I don't want them. I did. They kept my money! Shop elsewhere!

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