E Bike Fan....Looking for some advice.

Bigtire

Bigtire

New Member
I am new to this forum, glad to be accepted into your club. I am an E Bike fanatic and want to learn all I can about the technology and any advancements.

I bought this great bike last year, a CUBE SUV Hybrid SL and have loved every minute of riding. Unfortunately the bike has developed some issues, electrical mostly, and the bike has been parked in the repair shop for the last month with no positive news to date. The bike has the BOSCH performance pack (Intuvia) connected to a NuVinci 360 CVT hub. With no communication between the computer (Intuvia), the motor and the NuVinci hub, the bike is unusable, which is why I am opening this up to see if there has been similar occurrences so I can gain some knowledge. The BOSCH people appear capable of providing support but nothing to date other than replacing cables. The CUBE people are silent and unfortunately the NuVinci (Fallbrook) group appear to be mired in a financial crisis. I really want to get riding again. I am 65 years young and this is important to me. If anyone has some sage advice, some common occurrences that they will share or any advice on how to proceed, it is welcomed. Cheers to all!

cube-suv-hybrid-sl-27-5-ebike.jpg
 
Where are you located? Is the shop the same place you purchased the bike? The only advice I can give is to move up the chain of command; ask to speak to someone with more authority, and write about the problems on Cube's and Bosch's social media pages. One month without a solution or even an idea of the problem is unacceptable.
 
Thanks for your reply and advice. I am located in western Canada and the bike is in the shop where I purchased it. I have patiently waited, I believe, for them a solution however I have prepared myself to do exactly what you suggest and will certainly get onto Bosch, Cube and Fallbrook Technologies (NuVinci) social media pages when the more patient avenues are exhausted. 1month is just about all I can take, I am not as patient as I have indicated however I think being less aggressive up until now was the right decision. That said, if anyone has Bosch, Cube or Nuvinci contact information or advice as to whom I may contact, that would be greatly appreciated.
Cheers and thanks for the input Nova Haibike.
 
Bigtire said:
I am not as patient as I have indicated however I think being less aggressive up until now was the right decision.
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Yeah, it is never a good idea to start off aggressively; that only causes resistance and push-back where they don't want to help you. Even my suggestion of going the social media route, I wouldn't make a big stink...just write about the problems and express concern and disappointment. Good companies actively monitor their social media, and those people tasked with that job can often help get things moving along.
 
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The Intuvia is not the computer. It's part of the communication, and I'm not sure, but may talk back and forth with the main computer. But all the major computer boards are located in the mid drive housing. Does the dealer have Bosch trained mechanics? I thought Bosch had a great computer interface to diagnose issues. I'd push the dealer and Cube. Just to make sure, the motor will not run at all? Have they dropped out components to isolate the problem? When everything dies, I'd be suspicious of the battery.
 
Hi Rich, my mistake, I do know the main guts (printed boards) are located in the mid drive housing. The Intuvia is simply an interface, agreed. Yes, the bike shop does claim to have Bosch trained technicians and they have done some diagnostics to determine the cause. The problem was since there was no communication between the rear hub (NuVinci) and the motor, the diagnostic checks were limited. They replaced the cable between the hub and the motor but this cured nothing. The motor runs intermittently but the rear drive seems stuck and will not change gears. Of course when the motor kicks out then there is only one gear. I understand the technology, I understand how the NuVinci is supposed to work however since it is not a maintainable hub in that it cannot be opened, one has to rely on diagnostics which I am not familiar with. My guess is that the firmware installed needs to be updated, upgraded or a combination of both. I am not sure if these technicians are equipped to do that and if that is the case, Bosch will have to assist a little bit more. Bikeless in Canada!!!
Thanks for your support and advice Rich, much appreciated.
 
Thanks for this, I have already read and downloaded all of this but the troubleshooting is all very dependent on having access to the diagnostic software. Something like trying to fix cars today, impossible without computer diagnostics. It is very frustrating however and I cannot believe I am the first that has experienced this with the Bosch / NuVinci combination. I am beginning to think that perhaps while the technology is valid, it may have been applied prior to it being perfected! I do't want to be the guinea pig but it appears that is where I am at this point. You have been a help, always good to have some additional points of view! Ride On!
 
Let’s back up again. How long did the bike work with no problems? Did the problems start at day one?
 
Hi Rich, the bike worked well from day 1. The problems started this year, about March of this year. I noticed that the Intuvia dashboard did not always connect on start up and I would have to essentially turn it off and on again to get it to connect. Almost like a hard boot. I then noticed that during a ride it would lose contact and I would only have one gear and the NuVinci unit would make a sound, not grinding but a low growling sound. When I turned the unit off, the growling stopped but again, I only had the one gear.
The bike shop just informed me that that particular NuVinci hub, the 360 had a recall. I, nor the bike shop was informed so subsequently I have missed the recall. It is going to be very interesting how NuVinci, Bosch and Cube deal with this. Up until now they have had a satisfied customer. I think if this becomes protracted and there are no answers, I just might lose the patience I have exhibited until now. Way too expensive a bike and it only has 250 kilometres on it. (about 150 miles). It is hardly broken in and certainly has not been abused. Thanks again for the interest Rich. I hope you stay on the thread to see how this sad story works itself out. Cheers!
 
Intuvias have a history of bad connections where they slide off the base. Issues nearly always resolve when you clean the contacts. I wondered when you started talking firmware updates and the history of the bike. Hard to imagine a computer issue when the bike was working fine at one time.
 
Rich, I mentioned this to the technician and he basically ignored the suggestion. I agree with you, this should have been the first place to look. I also thought that they would attempt to recalibrate the system but they indicated they could not do that because it was not reading the NuVinci hub. The story continues!
 
Bigtire said:
Hi Rich, the bike worked well from day 1. The problems started this year, about March of this year. I noticed that the Intuvia dashboard did not always connect on start up and I would have to essentially turn it off and on again to get it to connect. Almost like a hard boot. I then noticed that during a ride it would lose contact and I would only have one gear and the NuVinci unit would make a sound, not grinding but a low growling sound. When I turned the unit off, the growling stopped but again, I only had the one gear.
The bike shop just informed me that that particular NuVinci hub, the 360 had a recall. I, nor the bike shop was informed so subsequently I have missed the recall. It is going to be very interesting how NuVinci, Bosch and Cube deal with this. Up until now they have had a satisfied customer. I think if this becomes protracted and there are no answers, I just might lose the patience I have exhibited until now. Way too expensive a bike and it only has 250 kilometres on it. (about 150 miles). It is hardly broken in and certainly has not been abused. Thanks again for the interest Rich. I hope you stay on the thread to see how this sad story works itself out. Cheers!
Click to expand...

Wow !! 'Bigtire', There is no way you deserve this. A couple of things you wrote jumped out ..."The CUBE people are silent and unfortunately the NuVinci (Fallbrook) group appear to be mired in a financial crisis." ..... "The bike shop just informed me that that particular NuVinci hub, the 360 had a recall."...." I, nor the bike shop was informed"

How can this possibly be that NuVinci via Cube did not inform the Dealer ( unless the Dealer is not an authorized Cube Dealer and two stepped the bike ? 1 Month of waiting is completely and totally unacceptable, especially for a bike at your price point.

Unfortunately because there are three 'players' involved (4 counting the LBS) with your bike, Cube, Bosch and NuVinici there room for finger pointing, but it seems that this all should fall in the LBS' lap. Something else that concerns me, the Bike Tech is Bosch Trained. I'm guessing, Bosch training is limited to Bosch Components ( but have no clue ).

A quick side note...I have two e-bikes with Bosch Power systems, motors, batteries and the same Intuvia controller, combined milage 2500 and I've had zero problems.

My two cents...This situation needs to be solved by the dealer, immediately ! I'd confirm, unless you know for certain, the Bike Shop is an authorized Cube Dealer and if so why were they not notified (allegedly) of the hub recall, Second I'd want to know if the Bosch trained tech has any software/hardware training on the NuVinci hub, lastly, with Fallbrook Technologies (NuVinci) in financial trouble I'd be on the Bike Shops door step tomorrow morning waiting for them to open with my bike asking the above questions and also when I can expect it to be repaired giving them a deadline. This mess is totally unacceptable.
 
Hey John, I could not agree more....I do not deserve this! The bike shop is an authorized CUBE dealer and why neither the bike shop or I was not advised of a recall I do not know. A very unfortunate occurrence that is for sure. I think the Bosch system is good, not great compared to some of the newer entrants into the market but they certainly have the product support part of the business down pat. That said, there does not seem to be much communication between Bosch, CUBE and the the guys from NuVinci (Enviolo) or (FallBrook Technologies), all one in the same. The situation does need to be resolved by the dealer but he doesn't have a lot of leverage with CUBE as they are not a huge presence here. I think he has some pull with Bosch but they seem to be washing their hands of the issue and NuVinci or whatever they are called today seem to have little or no interest. This leaves me between a rock and a very hard place. I have spent the money and want to have my bike back but it seems likely no-one is going to stand up and get it done. This is totally unacceptable however today my options are limited. I'm not a lawyer but today I kind of wish I was! Looks like my next stage is writing some well worded prose to the executives of CUBE, NuVinci and Bosch. Social media may help but that will be a last resort. Thanks for jumping in John, all advice is appreciated. Cheers!
 
I had an issue with a bike shop with them not being aware of a recall, so maybe not so uncommon. I bought a Haibike XDURO Urban, got it home, and while reading about the bike I found there was a recall on the front fork. The dealer said they had no idea. They took the bike back and exchanged it for an XDURO Trekking S RX with a body float seat post and ergo grips in exchange. Very easy to do business with Crazy Lenny's.
 
Cube, NuVinci, and Bosch can only provide what the dealer says they need. Cube contracts with the other suppliers, so it is a Cube bike. It has to start with the dealer and Cube. My LBS mechanic told me that certification training for Bosch only took hours. With anything more than minor servicing, the trained mechanic plugs a lap top into the bike, and downloads information for Bosch to look at. Most issues are resolved with the mechanic pulling the mid drive and shipping it away to Bosch. The dealer or Cube regional rep has to do the troubleshooting. Letters to other companies seem unnecessary until the troubleshooting is successful. If you had taken the bike back to the shop with multiple attempts to fix it, you might have a shot at a lemon law. But the dealer seems to be just sitting on it.
 
rich c said:
Cube, NuVinci, and Bosch can only provide what the dealer says they need. Cube contracts with the other suppliers, so it is a Cube bike. It has to start with the dealer and Cube. My LBS mechanic told me that certification training for Bosch only took hours. With anything more than minor servicing, the trained mechanic plugs a lap top into the bike, and downloads information for Bosch to look at. Most issues are resolved with the mechanic pulling the mid drive and shipping it away to Bosch. The dealer or Cube regional rep has to do the troubleshooting. Letters to other companies seem unnecessary until the troubleshooting is successful. If you had taken the bike back to the shop with multiple attempts to fix it, you might have a shot at a lemon law. But the dealer seems to be just sitting on it.
Click to expand...

Rich, I agree and think you are spot on, the strongest 'friend' Bigtire has is the LBS which he confirmed is an authorized Cube dealer and the Cube Rep. I amazes me that between the those two this problem cannot be solved....The buck should absolutely stop there. As you know Bosch is a third party provider to Cube, thus the fallback on Cube. Since theres the NuVinci hub in the mix, objectively Bosch can 'hand' the problem back to Cube since they are the only ones who, in theory know the entire system because the 'built' aka assembled it.

My guess the Bosch portion is fine or perhaps there's a communications problem between the hub and ?? but as mentioned prior that's where the LBS Tech comes in as you know. Rich, as you mentioned, the dealer seems to be sitting on this problem. I would demand to know why. I would also demand to have a three person meeting with Cube Rep. We're not talking about a Huffy from Wal-Mart or some Chinese made junk e-bike.
 
Hello to all that have listened and commented on my dilemma with my CUBE SUV HYBRID SL bike. It is now 2months and nothing new to report. In fact, the bike shop has gone silent and maintains the responsibility for any assistance falls with CUBE. I agree but it seems like a long train running.....never seems to get to the station. I am losing patience, probably should have done so some time ago. It appears that it was my mistake to purchase some unproven technology but I will be damned if I am going to let this investment just slip away. I am not sure what I can do but in this day of social media I believe I can place some pressure and increase the level of discomfort on the manufacturers. I am frustrated and very dissatisfied, sucks to be me right now. I will certainly keep everyone current of how this all turns out. Wish me luck.....any support is greatly appreciated. Cheers and RIDE ON!
 
What a disappointing and frustrating situation.

Frankly the LBS has fallen down on the job here. You did not buy the bike from Cube, Bosch or Fallbrook. You paid a premium price for a premium product from a retailer who purchased the bike at a wholesale price, marked it up and sold it to you. Whether or not the shop is getting proper help from their vendors should not be your problem. This is when a proper, brick & Mortar, LBS earns its right to do business and they are not passing the test but rather passing the buck.

Your bike shop should be doing everything to fix this and get you, their customer, back on the road. Whether the manufacturer stands behind the LBS has to do with their relationship, of which you are not a part.

It is just about time to start writing reviews, contacting the Better Business Bureau, posting to forums and naming names. Let them know that this is a next step you would rather not be taking but unless they stand behind their sale to you really are left with no other plan of action. Do they really want to sit back pointing fingers and avoiding responsibility and be publicly called out for doing so. Hopefully not.
 
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