Chain slips constatntly on brand new Lectric Step Through - What could be wrong?

[EVBiker]

After waiting for a while, I finally received the XP Step Through today!

I excitedly took it out, installed all the accessories I had bought and went for my first ride. Unfortunately the bike broke within half a block The chain slipped from the chain ring and I could no longer pedal. The chain has got stuck between the chain ring and the chain guard.

I pushed the bike back home and it seems the chain ring is wobbly and this is causing the chain to slip. The chain is also touching the rear mud guard at certain rotation points of the chain ring. Has anyone else had this issue?

Can someone please take a look at this video and let me know if this is something I can fix easily ?

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I've already emailed Lectric Bikes and will let you know how they handle this.

Receiving a defective bike has been one of my biggest concerns with ordering a bike online. I hope they have decent support and will resolve this without too much of a hassle or delay. I'll keep you all posted.

 

[rich c]

Looks to be severely bent. Probably shipping damage. Make sure that only the chainring is bent and not the flange near the crank.

 

[EVBiker]

Could this really be a shipping issue? The box is pristine and the rest of the bike is totally fine.

 

[rich c]

I don't know how it was packed, but looks typical of packing or shipping damage. Anything is possible of course.

 

[J.R.]

Could this really be a shipping issue? The box is pristine and the rest of the bike is totally fine.

I think Rich is right, looks like handling damage. Maybe in the boxing of the bike at the factory. Looking at the video it looks like the chainring and guard are bent. Carefully inspect both crank arms to be sure they aren't bent in any way. It looks like the bottom bracket spindle is spinning straight in the video, but its difficult to be sure from my view. If you have any doubts, take it to a bike shop for inspection. They can advise and shouldn't cost much for an inspection. Ask for an itemized list of damaged parts to forward to the seller.

 

[EVBiker]

Thanks everyone for the advice!

Just got off the phone with support and they agreed that it's a wobbled crank ring and that they'd have to ship a new part. I'm going to have a mobile bike repair mechanic come here to replace the part and make sure the chain/gears shift properly after the repair.

It sucks to receive a brand new bike with a defect after waiting so long but I understand that these things happen.

Glad support answered my call right away and and I'll keep you all posted as I receive the new part and have it installed by a bike mechanic.

 

[EVBiker]

Just a quick update: Lectric Support has been outstanding.

I was able to speak to someone within minutes, they are going to expedite a new drive side side crank, and work with me to get it installed. We went over a resolution and I asked them to email me back to confirm what we discussed and they did so as promised.

I guess these things happen but the important thing is how Support steps up to make it right. Glad I bought a bike from a company that provides support when things go wrong.

Hope to update this thread in about a week or so confirming everything is resolved.

 

[EVH5150]

Just a quick update: Lectric Support has been outstanding.

I was able to speak to someone within minutes, they are going to expedite a new drive side side crank, and work with me to get it installed. We went over a resolution and I asked them to email me back to confirm what we discussed and they did so as promised.

I guess these things happen but the important thing is how Support steps up to make it right. Glad I bought a bike from a company that provides support when things go wrong.

Hope to update this thread in about a week or so confirming everything is resolved.

Agreed! When I got mine, I found a dent on one of the fork's leg. It was from shipping handlers. I emailed them and right away they sent me a new fork. They were so apologetic and answered all my questions and concern. Their customer service is top notch!

 

[arcom]

Who’s picking up the tab for the mobile bike repair?

 

[ki11a]

Bummer that happened but with how the shipping process is you can’t put all the blame on them. I am glad you got ahold of them and they are rectifying the issue.

 

[igotan]

This happened to me too
I just used brute force and pulled with bare hand on the chainring. These are low quality steel rings and I was able to straighten it. Worth a try!