Bosch diagnostic tool won't recognize my ebike

[Rika]

Thanks to Google I was able to figure out why the lights on my new Cannondale Mavaro wouldn't turn on: the light switch status was set to "off" instead of "on" or "bike light can be switched on/off".

Unfortunately, the bike shop wasn't able to update this setting because, for some reason, their diagnostic tool can't find a record of my unit. In the diagnostic interface, where there's supposed to be a unique ID number, there's just an empty field. I've got an orphan unit :-( Apparently, it's not possible to make any changes or updates to this unit since it doesn't exist in Bosch's system.

Needless to say, the mechanic had no clue how to proceed. He said he contacted both Bosch and Cannondale, but each said that only the other could address the issue. They're frustrated and I'm wondering how long it'll be before I get my bike back. I had only had it for one day.

Do any of you fine folks have a suggestion? This bike shop hasn't been selling ebikes very long, and although they have had some training on the Bosch systems, they haven't spent much time working with the software--I get the feeling they'd be happier tinkering with anything that didn't involve a computer.

 

[Over50]

I'd ask for a new replacement bike. If it isn't in their system then I am assuming you wouldn't have any warranty coverage which is unacceptable.

My LBS has been sending techs to Bosch training. I've seen their knowledge really grow over the last couple of years.

 

[dblhelix]

Thanks to Google I was able to figure out why the lights on my new Cannondale Mavaro wouldn't turn on: the light switch status was set to "off" instead of "on" or "bike light can be switched on/off".

Unfortunately, the bike shop wasn't able to update this setting because, for some reason, their diagnostic tool can't find a record of my unit. In the diagnostic interface, where there's supposed to be a unique ID number, there's just an empty field. I've got an orphan unit :-( Apparently, it's not possible to make any changes or updates to this unit since it doesn't exist in Bosch's system.

Needless to say, the mechanic had no clue how to proceed. He said he contacted both Bosch and Cannondale, but each said that only the other could address the issue. They're frustrated and I'm wondering how long it'll be before I get my bike back. I had only had it for one day.

Do any of you fine folks have a suggestion? This bike shop hasn't been selling ebikes very long, and although they have had some training on the Bosch systems, they haven't spent much time working with the software--I get the feeling they'd be happier tinkering with anything that didn't involve a computer.

Bosch lists two dealers in Chapel Hill: Performance and Crawford Service. They appear to be close to one another on a map. Stop by or call the other shop for ideas. Otherwise, yes, I would put this squarely on the point-of-sale to find right right contact at either Bosch or Cannondale to help. Seems easier than dealing with a return!

 

[Rika]

I'd love to ask them to just replace it, but they only had the one (Cannondale Mavaro Neo City) and apparently, they won't be able to get another one like it for months if at all. I've tried several other ebikes, but this one was the best fit and the one that felt the most like a regular bike.

I really hope they can get this sorted out because I've waited so long to get back on a bike and the first ride was amazing. (I looked to see if I could get the same bike from another source, but the closest one is 800 miles away.)

 

[Rika]

That's a great idea, dblhelix. Sadly, all of the Performance Bike locations in NC have closed (restructuring after bankruptcy) but I could try and get in touch with the guy from Crawford Service. From what I can tell, his is a mobile shop, but it's worth a try.

I asked the manager of the store I bought the bike from if she couldn't just call one of their affiliated stores (they have expanded over the years to a few locations around NC) and ask if any of their techs had encountered this problem, but I didn't get the sense that she was too keen on the idea. Maybe she's reached out in the interim. I can tell they want to solve the problem, but I'm afraid it's going to take forever for them to figure it out. They've also got the rest of their customers to take care of, so they can't spend all of their time trying to sort this out.

 

[John from Connecticut]

I'd ask for a new replacement bike. If it isn't in their system then I am assuming you wouldn't have any warranty coverage which is unacceptable.

My LBS has been sending techs to Bosch training. I've seen their knowledge really grow over the last couple of years.

I like what 'Over 50' wrote except I wouldn't ask, I'd say I want an exact replacement within (pick the # of days ) or this bike deal is over )
Either they have your bike in their ( Cannondale's ) inventory or they don't. A simple phone call from your dealer should get
you the correct answer.

A Trek Story....When I bought my Trek Powerfly7 emtb the Bosch thumb controller was damaged in shipping. I said no big deal, order
a replacement, install it and all would be fine. The controller was back ordered....What to do. I said contact a stocking dealer, we'll buy
the part ($48) and that will be that... Trek said no....Their exact words to my LBS....

"Your customer bought a new bike. He shouldn't have to swap parts before he rides it. We'll send a replacement Powerfly7 out immediately "

Trek shipped a replacement bike from Waterloo Iowa to CT and in four days I was off and riding. That's what needs to happen in your situation.
As for Cannondale saying to contact Bosch....WRONG. You bought a Cannondale bike from Cannondale through your authorized dealer. Bosch
is third party to this deal. It's all on Cannondale.

You wrote....."This bike shop hasn't been selling ebikes very long, and although they have had some training on the Bosch systems,
they haven't spent much time working with the software. I get the feeling they'd be happier tinkering with anything that didn't involve a computer."

Should Cannondale decide to assist your LBS in loading the software, your statement about the LBS software skill level would not be comforting to
me whatsoever. Lastly, lastly How come your LBS didn't catch that your bike had no unique ID # when they setup / prepped it prior to you taking
delivery ? Bottom line. Cannondale needs to provide you with a new a complete bike.


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[Rika]

It's great to hear that Trek cares so much about their customer service. I'll keep it in mind when I'm looking for my next bike. And of course, Trek was right to see it that way. The customer bought a new bike, so they should be delivered a new bike in full working order. But like you, I'm a mensch and trying to be understanding. I want to build a good relationship with my bike shop, and I'm pretty sure they want the same thing.

I was going to wait to update my post until we had a final resolution because the situation is turning out to be pretty unusual, but this is where things stand right now. It turns out that after the back and forth with Cannondale and Bosch, the folks at Bosch have recognized that they sent a drive unit to Cannondale before it had been properly flashed. How it's possible that the bike worked without the correct firmware is a mystery to everyone, Bosch included.

The shop manager said they'd tried to find another bike for me but to no avail. Cannondale won't have another one like it for months, and Cannondale wouldn't specify how many months. As the kids would say, it's gonna be a hot minute. The shop looked into getting me a bike from another dealer, but no luck there either. I'd looked into that possibility on my own and discovered that the next closest Mavaro is 800 miles from here (if it's even still available). According to the Cannondale website, there's one like mine in New Hampshire, one in Nebraska and one in California but I don't know how frequently their website is updated after the bikes are sold. None of the dealers contacted by my shop would part with theirs. I understand that, too.

I'm hoping that Cannondale would be like Trek if they could, but they can't send me a bike they don't have. The shop manager told me she'd understand if I didn't want the bike anymore and that I could back out of the sale. They want me on a bike and they want me to be happy. That much I'm confident of. They're trying.

I also think that this shop won't let this happen to another customer. Going forward they'll connect their ebikes to the diagnostic tool before they put them on the sales floor. It was an ebike rookie mistake. As far as why my bike didn't get that treatment, well, I can sort of see how it happened. It doesn't mean they weren't wrong to let it happen; they were, and they admit as much, but I get it because the bike worked great--except for the lights. The Purion display/computer (whatever you want to call it) appeared to be working fine. All the stats were there, I could shift through all the modes while riding. The unit just wouldn't activate the lights. The folks at the shop knew the lights didn't work, and it was on their list of things to do. I can understand why they had the bike on the floor anyway, and from a customer's perspective, it was nice to have another bike to try out for comparison's sake. If something like this were to come up again, I think they'd be more careful not to sell the bike before making sure everything worked. The light not working was the only indication that anything was amiss, and if the control unit had been properly flashed, it would have been a five-minute fix to change the setting to "on".

I also now understand why the guys at the shop are not overly proficient with the Bosch diagnostic tool. I was so worried about my bike situation that I thought, "well, I'll just go to the next Bosch eSystems training myself". I'm always game to learn something new, so why not? I couldn't get to Tucson in time for the training, but in the course of my research, I learned that it's only a three-hour clinic and it covers more than just the use of the diagnostic software. The Bosch Dealer Certification Clinic covers "Service process; Removal and re-installation of components
; Laptop diagnostic tool operation; Intro to new Model Year innovations
; Expert tips on system operation, diagnostics and correcting problems". That's a lot to cover in three hours.

It can be intimidating for someone who isn't on friendly terms with computers to get up close and personal with software-based diagnostic tools, especially after only (very) limited training. Of course, bike shops have to go with the times, but good mechanics don't grow on trees and some of them are going to need more time before they become comfortable with the new technology. I wish I'd been able to make it to that training, I'd have liked to help.

tl;dr The jury is still out on what will happen to my bike. Bosch messed up when they flashed the firmware to my bike's controller, sending Cannondale a (pretty major) component that wasn't in full working order, though it appeared to be. (I guess this means that Cannondale assembles the bikes, but doesn't hook them up to the diagnostic software for a final test either.) And Cannondale doesn't have another bike they can swap out for my defective one. If I want the bike (and I do because I haven't found another one that fits me as well as this one does), I am going to have to wait and see what the engineers at Bosch can come up with. You'd think they could just reflash it with the right firmware, but apparently, it's not that simple. My bike shop is doing what it can. They've offered to take the bike back which honestly would make this less of a headache for them, but they want me to be happy, so they're not giving up just yet. Lots of learning experiences all around.