Need your advice about warranty

[Tonton]

Before I begin, sorry for my English I am an international student in Toronto.
If you share your thoughts about the situation I will be appreciated

Hey all, I bought an e bike last week. I had a chance to ride yesterday night. I ride for 2 hours and it stopped working. I tried to restart few times but whenever I try to start, it shut itself in a few seconds. I thought it happened because of cold(whether was -3 degree). Today I tried again(whether was 6 degree), after 2 hours same thing happened. I went to store and I explained the situation. When I arrive the store my bike was not working. They said we need to test the battery, if battery passes the test without any problem you need to pay 50 dollar. If it fails you don’t need to pay anything. We will replace. I refused to pay and customer associate gave me a speech about Labour. He said we are not working for free...

I didn’t want to abuse or offend anyone but I have one year warranty.

I am confused a little bit. Shouldn’t they test and repair my bike without charging me for extra money? I didn’t damage the bike, I just rode it for 4 hours. It is obviously manufacturing issue. Now, if they charge me for battery test, should I pay? Don’t I have any consumer right? If you share your thoughts I will be appreciate

 

[harryS]

Did you recharge the battery on your bike after the first 2 hours? Is this a scooter or an electric bicycle? Not that it matters. Both need to be recharged.

 

[AHicks]

Have you read the owner's manual?

 

[Tonton]

Did you recharge the battery on your bike after the first 2 hours? Is this a scooter or an electric bicycle? Not that it matters. Both need to be recharged.

Yes I charged after two hours ride. It is an electric bike. battery was half when it stopped working.

Have you read the owner's manual?

They didn’t give me owner’s manual.

 

[harryS]

OK, is it a lead acid battery or a lithium battery? What's the make of the bike? Toronto is scooter land, so it does matter.

 

[rich c]

You can buy a multimeter for $10 and check the battery yourself. If you were riding at that temp using the throttle a lot, the battery is likely dead. About the dealer situation, did you ask them about service and service policy before you bought the bike? Battery at half by what measure? There is a condition called voltage lag. Under load the actual battery capacity is different that when sitting. You can't tell what the battery capacity is by using LEDs or bar graph on the display.

 

[Tonton]

OK, is it a lead acid battery or a lithium battery? What's the make of the bike? Toronto is scooter land, so it does matter.

Battery is lithium. Is it ok to share brand name?

You can buy a multimeter for $10 and check the battery yourself. If you were riding at that temp using the throttle a lot, the battery is likely dead. About the dealer situation, did you ask them about service and service policy before you bought the bike? Battery at half by what measure? There is a condition called voltage lag. Under load the actual battery capacity is different that when sitting. You can't tell what the battery capacity is by using LEDs or bar graph on the display.

I checked the battery from led screen on the battery and bar graph on the bar. I didn’t know that they don’t reflect actual capacity when you are riding. Before I buy they told me, if there is manufacturer problem in one year, we will fix it in any condition. But if you damage anything you need pay for it. For this reason I surprised when they said we can demand money for service.

I didn’t ride my bike two hours non stop. But I guess mostly, I consumed battery with using throttle. Maybe it caused a problem.

 

[AHicks]

It's OK to share brand name, just as it's OK to talk to whoever sold you this bike regarding it's repair.

 

[harryS]

Two hours of throttle on a battery and at cool temperatures... 6C is 42F and -3F is 27F, I think it would not be surprising that additional use of the throttle at that point will cause enough voltage sag to shut off the battery.

It doesn't happen when the battery is freshly charged? If this is a bike with pedals, running it on the pedal assist doesn't kill it?

By the way, you should know that while it's OK to use your battery in these temperatures, it should be not charged when its internal parts are close to freezing. Let it warm up inside before you charge it.

Anyway, you haven't given enough information Battery description. Battery voltage. Type of bike. No one can tell whether you really have a problem. If you have a really small pack, this could be what you get. If it's a powerful unit, this should not happen.

 

[Ken M]

Sometimes it is just a "you get what you paid for situation."

I have an electric scooter that at a about 1/4 charge it will shut down on a reasonable hill. I can get off and push it up the hill and if flat I can ride it for several more miles. I think Voltage sag is a design issue / compromises made when designing the battery pack or controller.

 

[Tonton]

Bike is Amego Infinite and battery is Dlg 48v16ah 768wh. After first ride(2 hours), I stored my bike inside the house and after I rest one or two hours I put the battery in a charge. Situation didn’t occur when battery was freshly charged.

I didn’t use throttle all the time however it shut by it self when I was using throttle. After that point whenever I try to use pedal assist or throttle it shut by itself. Interestingly this problem happened at both times when battery drop to %40 or %50. (But these ratios from battery led and control screen. I didn’t used multimeter to see what’s going on). By the way thanks all, I learned really valuable things from you in short period.

 

[Mike TowpathTraveler]

You can buy a multimeter for $10 and check the battery yourself.

Very bad advice, something I find reading alot from folks on this site when posters coming on here with battery questions or dilemmas. With no idea as to what terminals represent what, let alone the fact that the OP doesn't even have an owners manual or service manual on a bike just taken out for a spin the very first time is a recipe for shorting out the battery, damaging the BMS or who knows what else. Now, Rich may very well know his own battery and where to place the probes at, but my Yamaha battery has 3 terminals and I'm quite comfortable thinking Rich has no idea about the battery terminals on my application, nor that of the OP's here.

No, no probing the battery terminals for voltage, please!

To the OP: the first thing to do after bringing your bike home was to place your battery on charge until it was fully charged in accordance to the BMS lights on the battery or automatic shut off by the BMS system. Any questions as to this procedure should have ideally been via a phone call back to the seller if there was any doubt.

I'm not familiar with throttle systems, but I highly doubt you are going to get the maximum range from a fully charged battery at the upper power assist levels without any kind of pedaling the bicycle. These are after all, bicycles, not throttle controlled motorcycles and that needs to be kept in mind for the first time owner. Forget full time throttle and play around with the various power assist settings to enjoy what true ebiking is all about!

Charge the battery to full, in a warm place, (do not place on charge after the battery has been outside in very cold weather. Bring it inside and allow it time to warm up to room temperature before charging. Doing this will bring you the longest possible battery life.)

I would ask the seller again for an owners manual or point to where you can obtain basic service information on the battery drive system. I know for a fact my Yamaha has an easily accessed service manual on line. There has to be something to that effect for your particular battery and drive system.

Here's the Amego warranty issue, make of it what you will:
"The parts warranty is provided with the purchase of a new e-bike, this is covered by the manufacturer through Amego EV. Warranties range from one to two years depending on the manufacturer. Amego EV charges 100% labour rates for any warranty related issues, as well as warranty processing.

*Only Amego products will be offered a 50% discount on our labour rate, within the first 90 days after the original purchase."


So.....depending upon the drive system component, you are looking at warranties ranging from one or two years. Followed up by a charge of 100% on their labor rate for any warranty issue. Your bike, an Amego, has a 50% discount on their labor....for the first 90 days of ownership after purchase.

It seems they were within their rights to charge you that labor rate to look at your battery.

By the by, looking at that bike and it seems like a very, very nice bike. 630 watt hour battery. 500wh/80nm torque hub drive motor. Suspension fork. Premium Schwalbe tires, gell saddle. In my opinion, you have a very nice commuter bike that will serve you well once you and the bike become better acquainted. German designed and built bike featuring a German built drive system and battery, this is really a well speced bike. Link: https://www.amegoev.com/amego-amego-infinite.html

Court did a review of the bike, as well. Good luck and let us know how things work out, just as well, a long term update with ride reports. Congrats on a nice bike you've got there!

 

[harryS]

That's a good sized battery to be running low, but it could still be normal How many miles did you ride the first two hours and the second 2 hours? What would you guess was your targeted speeds?

 

[Mike TowpathTraveler]

On the youtube EBR test review of this bike; down in the comments section, one of the commenters who owns this bike said his battery was drawn down fairly quickly using throttle-only....

 

[rich c]

Very bad advice, something I find reading alot from folks on this site when posters coming on here with battery questions or dilemmas. With no idea as to what terminals represent what, let alone the fact that the OP doesn't even have an owners manual or service manual on a bike just taken out for a spin the very first time is a recipe for shorting out the battery, damaging the BMS or who knows what else. Now, Rich may very well know his own battery and where to place the probes at, but my Yamaha battery has 3 terminals and I'm quite comfortable thinking Rich has no idea about the battery terminals on my application, nor that of the OP's here.

No, no probing the battery terminals for voltage, please!

To the OP: the first thing to do after bringing your bike home was to place your battery on charge until it was fully charged in accordance to the BMS lights on the battery or automatic shut off by the BMS system. Any questions as to this procedure should have ideally been via a phone call back to the seller if there was any doubt.

I'm not familiar with throttle systems, but I highly doubt you are going to get the maximum range from a fully charged battery at the upper power assist levels without any kind of pedaling the bicycle. These are after all, bicycles, not throttle controlled motorcycles and that needs to be kept in mind for the first time owner. Forget full time throttle and play around with the various power assist settings to enjoy what true ebiking is all about!

Charge the battery to full, in a warm place, (do not place on charge after the battery has been outside in very cold weather. Bring it inside and allow it time to warm up to room temperature before charging. Doing this will bring you the longest possible battery life.)

I would ask the seller again for an owners manual or point to where you can obtain basic service information on the battery drive system. I know for a fact my Yamaha has an easily accessed service manual on line. There has to be something to that effect for your particular battery and drive system.

Here's the Amego warranty issue, make of it what you will:
"The parts warranty is provided with the purchase of a new e-bike, this is covered by the manufacturer through Amego EV. Warranties range from one to two years depending on the manufacturer. Amego EV charges 100% labour rates for any warranty related issues, as well as warranty processing.

*Only Amego products will be offered a 50% discount on our labour rate, within the first 90 days after the original purchase."


So.....depending upon the drive system component, you are looking at warranties ranging from one or two years. Followed up by a charge of 100% on their labor rate for any warranty issue. Your bike, an Amego, has a 50% discount on their labor....for the first 90 days of ownership after purchase.

It seems they were within their rights to charge you that labor rate to look at your battery.

By the by, looking at that bike and it seems like a very, very nice bike. 630 watt hour battery. 500wh/80nm torque hub drive motor. Suspension fork. Premium Schwalbe tires, gell saddle. In my opinion, you have a very nice commuter bike that will serve you well once you and the bike become better acquainted. German designed and built bike featuring a German built drive system and battery, this is really a well speced bike. Link: https://www.amegoev.com/amego-amego-infinite.html

Court did a review of the bike, as well. Good luck and let us know how things work out, just as well, a long term update with ride reports. Congrats on a nice bike you've got there!

I own 5 ebikes and 1 etrike. 2 of the bikes have two terminals on the battery. The trike has two wires coming out of the pack to a two pronged connector. 3 of my bikes are Bosch, they have a + and - cast in the plastic. Both my multimeters are fused and you can't short out anything. The fuse in the multimeter blows first. I stand by my advice.

 

[PDXzap]

I was quite shocked to read this on Amego's website:
"Amego EV charges 100% labour rates for any warranty related issues, as well as warranty processing."

Service Rates And Repairs

Amego specializes in maintaining, servicing, and repairing electric bikes. We’re available 7 days a week to provide you the expertise needed to make sure your

www.amegoev.com

I would think that if my new Amego (I don't own one) broke in half, the motor spilled it's guts, or the battery burst in flames... I'd be covered... but the way it's worded has me wondering about Amego.

 

[Tonton]

That's a good sized battery to be running low, but it could still be normal How many miles did you ride the first two hours and the second 2 hours? What would you guess was your targeted speeds?

I think I ride around maximum 17 miles in first two hours and for the second round, 15 miles. I don’t remember the exact numbers however it should be around these numbers. Maybe 1 mile more or less

On the youtube EBR test review of this bike; down in the comments section, one of the commenters who owns this bike said his battery was drawn down fairly quickly using throttle-only....

Next time I will use just pedal assist in lowest setting to see is it going to happen again.

 

[Tonton]

I was quite shocked to read this on Amego's website:
"Amego EV charges 100% labour rates for any warranty related issues, as well as warranty processing."

Service Rates And Repairs

Amego specializes in maintaining, servicing, and repairing electric bikes. We’re available 7 days a week to provide you the expertise needed to make sure your

www.amegoev.com

I would think that if my new Amego (I don't own one) broke in half, the motor spilled it's guts, or the battery burst in flames... I'd be covered... but the way it's worded has me wondering about Amego.

I suppose to be more careful about warranty and other related issues. I watched many videos and read reviews but obviously I missed the most significant part of the story.


Also thx for the info and your opinion Mike Towpathtraveler

 

[harryS]

20 miles stop-n-go with a lot of throttle in cold weather, that would drain most of my batteries. I think you saved 50 dollars.

 

[Mike TowpathTraveler]

I own 5 ebikes and 1 etrike. 2 of the bikes have two terminals on the battery. The trike has two wires coming out of the pack to a two pronged connector. 3 of my bikes are Bosch, they have a + and - cast in the plastic. Both my multimeters are fused and you can't short out anything. The fuse in the multimeter blows first. I stand by my advice.

Rich, with that many bikes, I've no doubt you have alot of personal experience and expertise to share. I've just seen one too many forum posts where folks advise newcomers to the sport and hobby to just start probing for voltage at their battery and I think it foolish advice to offer someone, not knowing their level of experience in working around batteries or volt-ohm meters; let alone probing around their own, brand new with warranty, ebike battery. On my own Yamaha drive Haibike, my trust is in that little display that says how many bars I have left and how much battery percentage is remaining. Unlike your Bosch, I have 3 female connectors at the base of the battery. Not one of them is marked. And as everyone here with some miles under their ebiking belt knows, when a BMS is shorted out, chances are you just ate a 900-1000 dollar battery. For the great majority of the ebikers here, the display is good enough as to advise the rider about the state of his or her battery.

I'll stand by my advice here as well, Rich, with respect to your contributions on our little forum here.

To Tonton: If this is my bike, I'd charge her up to full. Lock the battery on the bike and go for a ride using your various assist levels. It will take a good many rides using the various assist levels as well as using your gears to find that sweet spot in Ebike battery economy. It's part of the fun of ebiking, too, trying to see how many miles you can get after one charge.

Forget about the throttle for now, and just ebike with an eye at your assist levels & gear change combinations and I really think you will find that the bike is working just fine. Looking at that review by Court and I think you have a very nice bike for the amount of money you paid for it.

Keep us informed and welcome to the forum!

Mike