Hi Kevin,
I had asked that you contact me off list, but since you responded here, i'll go ahead.
For the details and data, please check with Ryan as to what the issues are, how long I've owned the bike, the fact that while he has been trying to work through the issue with me, to date, there is no resolution.
Issues started with this bike as I picked it up from the LBS after being assembled. I didn't even make it out ot the parking lot before it through an Error 21. I contacted Support and it took a couple of weeks, but i received a new controller that solved that issue. My friend who picked up his LMTD the same day threw the same error code as well. This was a known issue and rectified promptly.
Since replacing that 1st controller, on just about every ride, the power cuts out. 99% of the time, the cut out is on hills. Not mountains, not steep hills. Moderate to shallow, varying durations. The last time I rode the bike, the power cut out twice on flats as well. Support has all the details.
Support sent me a new controller (#2). It did not fix the issues. Support then sent me another controller (#3). This is the one that has cut out on the flats. A number of emails transpired where I have given Support more information, so much so, that I felt like we were going around in circles with no movement towards resolution. I've actually asked, what was the path towards resolution of this matter. Support had me take multiple shots of the Torque sensor wire, as well as all the wiring from the controller and display.
I am now waiting for my 4th controller and a new display unit.
Support has responded promptly within business hours? I do not agree with that. I'll give you that 2 days may be prompt. 4 days waiting for an email asking for more information is not prompt. I will give you that the rep i've been working with, does respond late evenings sometimes. It usually takes a call to Support and a voicemail to prompt a response. I've also asked Support to have the rep i'm working with call me back. I think I was able to speak with him directly once or twice.
I realize that the ebike business is booming due to the pandemic and everyone is trying to play catch up, but "email only" support is not the way keep customers happy. It may be fine for the guy who is missing a part when the bike is delivered, but for more indepth service and troubleshooting needs, there must be other options and more communication. In this day and age, a Zoom or Facetime call to have some interactive support during the troubleshooting process may be helpful.
As to why do i consider this bike unsafe? When the PAS quits on a hill and all momentum is lost, I consider that usafe. The number of times this bike has cut out is unacceptable. If your car stalled out on in traffic, multiple times, would you not call that "unsafe"? I think many would.
In 5 months I've only put 300 miles on the bike. The bike is sitting awaiting the new parts, with little confidence that they will rectify my issue. I've spent $1,800 on a piece of equipment that does not work properly and at this point appears to not be fixable. I surely hope that is NOT the case, as when the bike works, its a blast.
Once again, I make the offer to discuss this privately off line. Perhaps open the discussion up discussing ways to improving the Support experience for everyone. Once again, I think the staff does a great job working with the tools they have, I think the process needs improvement.
