Questions
- What is the exact range the customer is experiencing? How can they prove it? Strava App or something similar
- Does this align with the average mileage?
- What is the weight of the rider?
- What is the cargo load?
- Are the tyres both pumped up?
- Are there any faults codes?
- Are both wheels operating?
- Do both wheels spin freely?
- Hand spin the wheels, listen and feel for rubbing or grinding.
- What is the terrain like
- Muddy
- Hilly
- What type of riding are they doing?
- Top speed up hills can drain the battery significantly.
- Walking pass in mud can drain the battery significantly.
- Stop/ starting constantly.
Charger
- Is the charger working? Charger LED's lights function correctly?
Battery
- Use the App to check the battery capacity after a full charge.
- Send screen shot of battery diagnostic page.
- Is the bike cutting out? How many KM's? what is the battery charge %? Send screenshots.
- Are the cell packs balanced? Use the battery diagnostic page in the App, send screenshot.
- Unbalanced cell packs can cause range issues.
- If the cell packs are largely unbalanced replace the battery.
- The Battery management system will only perform to the lowest cell pack charge rating.
- Can a substitute battery be provided as a comparison?
Service
- Has the bike been serviced according to service schedule.
- Motors serviced?
- Extra wear or resistance from the wheels can make the motor work harder and affect overall range.