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Dylan, Sorry for the trouble with your new bike. It is likely that your bottom bracket was loose, and it slowly rotated and finally began to sever the wires. The shop may have not gotten to read the tech bulletin. https://docs.google.com/file/d/0B96dkFgH-zxud2tkMFhrS1Z6Unc/edit We're happy...

Great! Thanks for the update and feedback with your experiencing when a magnet does break free. I'll let the product team know about the spokes too........and if you need a new reflector! :]

Charly, I welcome others to chime in to describe what they went thru when experiencing their freed magnets. Some of those people are included in this thread. Mr. HumanitiesHaze had posted two videos, and I believe he showed his wheel coming to an abrupt stop, but only when he rotated the...

Charly, We do a full analysis of every returned part. We mount them, ride them and duplicate any known issue. I personally have ridden bikes with 1 and a few loose magnets, even a wheel with 9 loose consecutive magnets. I can personally tell you, it takes a lot of loose magnets AND motor...

To everyone concerned about the possibility of shattered magnets, and locking up wheels. As you can see with the attached pictures, that's not our hub, but very similar construction, there is such a tiny gap between each stator segment, a tiny gap between the outer diameter of the stator and...

pcrdude, We will be sending a complete wheel. Rim, spokes, hub-motor, all assembled. Just pop your original tire,tube, cassette and rotor onto the new one.

I know you had some special circumstances, so we're putting everything together for you. In most cases we will be sending the wheel alone. All other parts generally can be swapped over pretty quickly.

ChrisD, Again, we're happy to replace your suspect wheel. The new-glue batch will be here momentarily. Just email [email protected], or visit your dealer, and have them contact us.

Brandon, No harm, no foul! Were all here doing everything we can to mop this up quickly and do what's right for everyone involved. I think if you watch, and listen to HumanitiesHaze's very first video, you can hear him snap the throttle to illustrate the wheel abruptly stopping. I have seen...

pcrdude, We may never know the WHOLE story, or at least not me, but it's clear the problem could only be the type of glue, amount of glue used, or potential contamination. We do know a small initial batch of wheels are due to arrive, with a different glue, said to be tested at many times...

Brandon, And everyone else too. We would be happy to replace your "suspect" wheels as well. It's always best to have it done thru your local dealer, but it can be done directly with you too. The new ones will be here in just a couple days now. Just have the dealer contact us, or email...

Charly, Yes, really. There has been a very select few that have put a bind on the wheel, but nearly all have been just a bit of noise. The gaps in the stator and the somewhat rounded edges of the magnets make it very improbable that they could catch. What typically happens is they just...

Charly, So far, most reports of this magnet failure has been simply noise, just like the video above. In most cases the bike and motor still do perform ok. It has been very rare that there is any more than a tiny bit of resistance against the rider, and that's generally when the motor was...

Very cool link! However, I think I still want to get as far away from thinking about drowning babies as I can! Maybe it's just me. We have a 2 year warranty, so likely in the first couple months of use, all failures of this type will have surfaced and will be taken care of. We tend to ignore...

I'm not sure I want to use "Infant Mortality". I like "Random Spontaneous Magnet Self-Relocation" much better!

You all are spot-on in your discussion. It's just unfortunate, that after months and months of pre-production testing and proving the new bikes, long before production was cranked up, that we're all left to deal with this, rather silly little mistake. We're doing everything we can to hold the...

This is just an unfortunate situation for everyone. We'll get thru it as quickly and painlessly as we all can.

We just posted this onto our Tech Wiki: https://docs.google.com/file/d/0B96dkFgH-zxuck0yWTVQQVFxcTQ/edit (Link Removed - No Longer Exists)