Trouble with my New Juggernaut HD Duo

[Craigernaut]

So I just got a juggernaut HD DUO from Biktrix. Super excited, but I haven’t been able to test it out yet, or even turn it on; when I push it forward it seems fine, but if I try to back it up, it’s like the gears “catch”; the bike will move backwards, but there is a mild “clunk” when this happens. I keep looking for a packing strap or some kind of packing guard to be in the way, but I can’t find anything. I’m really excited to get out and let this thing rip, but I don’t want to break it on my first ride out. Any suggestions? I have reached out to Biktrix, they have been fireindly, but no one has gotten back to me about this particular issue. Any yes, I am pretty much a virgin in this territory. I borrowed a first generation Sondors from a friend a few weeks ago, but other than than I have no experience with an ebike.

 

[zzRider]

So I just got a juggernaut HD DUO from Biktrix. Super excited, but I haven’t been able to test it out yet, or even turn it on; when I push it forward it seems fine, but if I try to back it up, it’s like the gears “catch”; the bike will move backwards, but there is a mild “clunk” when this happens. I keep looking for a packing strap or some kind of packing guard to be in the way, but I can’t find anything. I’m really excited to get out and let this thing rip, but I don’t want to break it on my first ride out. Any suggestions? I have reached out to Biktrix, they have been fireindly, but no one has gotten back to me about this particular issue. Any yes, I am pretty much a virgin in this territory. I borrowed a first generation Sondors from a friend a few weeks ago, but other than than I have no experience with an ebike.

If you have not turned the bike on, try that.

 

[Craigernaut]

Thanks, for the response, zzRider. I still have not turned it on yet, because...
After some more inspection, I discovered the derailer is waaaay to close to the tire, and caused the chain to come off the biggest cog in the cassette and get wedges between the spokes and the backside of the cassette. I have been able to get the chain back on, but the bike I can’t move without some awful clunking happening, and the chain coming off. I have reached out to Biktrix, and they did respond with some steps that are way out of my wheelhouse. Waiting to see if they will help pay for someone to repair this, as the bike has only moved about 8 feet in my garage since I pulled it out of the box.

 

[FezUSA]

We recently received a Stunner LT 20" that had an issue (leaking brake lever/reservoir). Connected with them over chat/email and they made it right. I could either take it to an LBS or could fix it myself. As we're quite rural and LBS has a backlog I opted for the latter. They sent me the parts, extra oil and refunded the cost of a bleed kit. Shipping the bike for repairs isn't really an option, and while ideally the bikes should arrive in good condition, stuff happens sometimes. They should offer for you to take it to an LBS, but it would be nice to know ahead of time whether you have a bent hanger or bent derailleur etc. so that you can minimize the amount of time you're without a functioning bike.

If it's just the rear derailleur needs properly tuning, search on here and YT for the Park Tools video that shows how to do that. It takes what can seem a complicated process and shows you exactly how to do it in less than 15 minutes. Also has links to other videos in case you have a bigger problem with the hanger or derailleur.

 

[Craigernaut]

Thank you so much for the detailed response, FezUSA. I have someone coming to the house to take a look at it, and to show me how to remedy it. I’m going to watch the Park Tools vid you mentioned. Hopefully it is a quick and easy fix, and I’m riding it today, fingers crossed. More importantly, the guy fixing it is going to teach me what the hell to look for, how to repair, and when to turn to professional help.
Thanks again for the helpful response! It means a lot that you would help out an overwhelmed stranger.