Sondor Step

[Jzbasso]

I purchased a Sondor Step in January 2020. I received it in February 2020. The LCD screen would not register the battery, mph, etc. I called. They sent me a new LCD. It did not fix the problem. They then asked that I run the battery down. Said battery appeared fine and they would need to speak with colleagues and get back to me. They never did. The battery is not fine btw. Email after email, call after call they just sent out a new controller for me to install. It didn’t fix the problem. I emailed them. I called them. No response. I called sales they tried to send email on my behalf. After multiple emails asking that they pick up the bike, because it’s a lemon they finally sent new email for 15 minute tech appointment. Tech said he didn’t know what to do. We could drive bike to shop in Venice. We are South Orange County. We asked to speak to manager. Was told she was busy and would call us back. Waited a week no call. Set up another service call and asked what our options are he said “I’m not her boss, she is mine I don’t know when or if she will call you” He said “see if she calls” we said unacceptable. He said he’d see if she was available for phone call. She got on and said she could have someone service bike. I said when? Because it is now April 20th. I said it needs to be done this week. She said it could and she’d call me back. No call and called Grant this morning and no service appointment set up. I am extremely disappointed in SONDOR. I have been more than accommodating. I would not recommend to anyone. Still waiting and would like to ride my bike with my kids during this quarantine.

 

[rich c]

Join and post your issue on Sondors Storm Owners Group on Facebook. That has been the place to get help since about day 1 of the Sondors company. 9,800 members and someone has seen it all there. Sondors does monitor the site. From what I read, they have reduced office staff during the pandemic, slower response is expected. Your bike doesn't sound like a lemon, it sounds like a direct internet purchase that requires some patience. I tried to find the issue in the files section of the page, but didn't find it right away. There are a lot of display issues that show up, but I had an old fat bike, so don't read them. You bought for the price, not the service, like the other 10s of thousand Sondors owners. The Facebook Group will get you going.

 

[rich c]

Here's a typical discussion about a Step display;
My Step usually starts right up, but once in a while I press the battery button, then the i button on the PAS control and nothing happens. When this happens I often have to try several times before the power comes on. Any ideas why?



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• mine too, try taking the rubber cap off and using your little finger to press the metal bottom behind it
  
  
  
  
• Same problem. They should have used a rocker switch. That button thing is very annoying.
  
  
  
  
• A very mechanically precise switch. I had the same problem at first. Once I folded the Step, removed the battery, and saw how the switch on the battery worked, no more problems. Worked the switch (on the battery) several times with the battery removed.…See More
  
  
  
  
• Why are you switching the battery at all? regardless of what the instructions say, typically there is no parasitic drain on the system if you switch off via the controller. Assuming there is one as I do not have a Step, but turning the display off usually is a controller switchoff.
  
  
  • On the Step, you turn off the whole system by switching off the battery. You can't turn it off by the display.
    
    
    
  • Hmmm. What Robert Noah said below, and add to it: Does the display shut off after, say, 2 minutes? That would be typical and if there truly is no 'off' switch (Usually holding down a couple buttons for a few seconds is the on/off) then just let it s…See More
    
    
    
  • The display does indeed turn off after a while of inactivity, not sure how long. Maybe I don't need to use the battery switch to turn the whole thing off then. You do need to push that button to power it up though. I'll try your suggestion for seeing if the level goes down after the meter turns itself off.
    
    
  • I just checked and that is a KD-51C display. So checking the manual, you hold down the 'i' button for two seconds to turn on the display. You do the same thing when its on to turn off the display. Are you aware there is a factory manual for the display in the Files area? these manuals come from the mfr who sold them to Sondors so they tend to be more complete.
    
    
  There's no need to switch the battery on and off, when the LCD is off there's no drain on the battery.

 

[Art Deco]

Ouch. That thread reminds me why I stay off Facebook