A few people have reported the chain coming off on occasion, but others have no issue.
Kevin from Ride1Up posted these possible problems:
- your gears are likely not indexed properly, so they are close to the edge.
- derailleur hanger is bent angling the chain off the freewheel
- your derailleur has lost tension. Your chain may be sagging and needs to be tighten or the derailleur needs to be adjusted.
Another comment:
You probably need to adjust the “B screw” on the rear derailleur. Have a bike shop do it for you, you shouldn’t remove chain links.
Also see:
https://www.facebook.com/groups/264729534163214/permalink/570276013608563/
Sad response if in fact he actually investigated the problem thoroughly. Did he even ask for any pictures of the crank shaft area or chain ring, or an overhead view of the chain line ? For a first level response, without seeing anything, those would be some possible causes. But with so many people reporting this, and I know my one customer who brought theirs in to my shop, did indeed contact R1Up about the same issues, it actually sounds like he barely has more than just a superficial grasp of bikes in general. Or is taking standoffish posture to avoid assuming responsibility for correcting the issue - since it would likely involve them contacting the chinese factory they've contracted with to build these ebikes for them, and a much more involved manufacturing re-design than they are willing or able to afford. Its an on-going industry issue with these brands that are on line, when something more than just cosmetic comes up, that presents a recurring warranty issue or design flaw, and they have no control over the factory they've contracted with to correct the problem. Maybe see if they have anyone technical on their staff that can have a worthwhile discussion and someone who is willing to work with you to actually resolve the problem ?
I experienced this issue with one brand that I carried a few years ago, and they took immediate measures to address it, and had a re-designed crank/bottom bracket assembly back out within a couple months. It had occurred after a recent model makeover from the prior year. Fortunately we caught it early enough in the builds so that not too many of these got out in the field. Wasn't fun to deal with, but it did get addressed. They had a very good rapport with their factory, frequent visits to China, although they were heavily involved in design and engineering from the beginning of their company founding, and not just putting a label on a chinese designed and made ebike, as way too many of these on-line brands are doing these days. Lots of 'white label' importers like R1Up out there, confusing people by providing the illusion they are a real bike brand, and involved in design, engineering, quality control, etc. Of the more than 130 'brands' coming into the US, I would estimate that at least half of them, if not considerably more, are simply importing and slapping their brand logo on an ebike that was designed and made by a third party, who is likely shipping the same ebike that is a copy of a real design, to many different 'white label' firms, and only altering things like battery capacity, battery cell OEM, derailleur choice, brake choice, grips, saddles, colors, etc. It'd be a lot easier for the ebike consumer if so many did not exist, or if they actually disclosed they were merely putting their logo on a frame and overall bike that was not designed by them. Also disclosing they have no engineers, or ebike mechanical or electronics experts on their own staff, would also materially help buyers separate the 'wheat from the chaff.' Over time, these also rans will be eliminated by market forces, but that takes awhile, and unwitting consumers can get duped and burned pretty badly.
