Shimano DUEP800-“pronounced whirring?

[Tsots]

I’m hearing a significant increase in the whirring sound amplified from my Shimano eP8 motor which has arisen in the my last ride. I looked into possible causes and found that my derailleur and chain set in general were just jammed with a black grit so I ran the chain through a muc off chain cleaner and meticulously picked out any remaining grit in the derailleur and chain set. I then sprayed with mo94 let dry then lubricated the chain again and I just took out my bike for a ride again and albeit there’s a small difference in the pronounced whirring sound yet it is still a noticeable difference.What are the most common causes of this problem and how can I rectify this situation if possible as I am assuming it’s the internal lubrication that needs addressing?

 

[Greg Watts]

I’m hearing a significant increase in the whirring sound amplified from my Shimano eP8 motor which has arisen in the my last ride. I looked into possible causes and found that my derailleur and chain set in general were just jammed with a black grit so I ran the chain through a muc off chain cleaner...

@Tsots, a pronounced whirring from the EP8 that's come on suddenly is worth taking seriously, but it's not necessarily the doom scenario your brain is probably constructing right now.

Right, important to distinguish between two different EP8 noise issues here, @Tsots, because they get conflated constantly and the solutions are quite different. The well-known EP8 rattle is a coasting/descending noise caused by internal gear lash in the motor.

That rattle is internal to the motor and has to do with gear lash. Shimano have acknowledged this one, stating the "unloaded system can exhibit a normal clicking sound" on rough terrain that "has no effect on the function or durability of the drive unit."

That's not what you're describing. What you're describing, a pronounced whirring under pedal assist that's come on suddenly, is a different animal. The fact it appeared between one ride and the next rules out the gradual "that's just how EP8 sounds" explanation. A few things to work through:

Drivetrain contamination is the most likely culprit and you've already started there, which is good. The black grit you found could be a mix of brake dust, trail grime, and worn chain/cassette material. Cleaning the chain is step one, but if the cassette or chainring teeth are worn, the motor has to work harder to drive the chain, which amplifies the whirring noticeably. Check whether the chain has stretched beyond 0.5% with a chain checker tool, and run your eye over the chainring teeth for any shark-finning.

Motor mount bolts are the sneaky one. On at least one Mondraker Dusk RR with the same issue, it turned out to be the motor bolts, specifically the top drive-side bolt, causing the noise.

An Orbea Rise owner found it was simply the front motor mount bolt being loose.

Worth checking yours with a torque wrench, as trail vibration can back them off gradually and a slightly loose motor will resonate like a speaker cabinet.

Internal lubrication is the one you've flagged yourself, and it's a fair suspicion on a motor that's been ridden in Australian dust. The EP8 uses sealed bearings internally, and while they're not user-serviceable, if you've done serious mileage the internal grease can degrade, particularly if fine grit has worked past the seals. If the bolts are tight, the chain and cassette are in spec, and the whirring persists, that points towards the bearings or the reduction gears wearing. At that point it's a dealer job because opening the motor yourself voids warranty.

One thing to avoid: don't spray MO-94 or similar penetrating sprays directly around the motor seals. They can creep past and wash out internal grease, which would make the problem worse rather than better. Stick to chain lube on the chain and keep solvents away from the motor housing itself.

How much mileage have you got on the Decoy? That'll help narrow down whether we're in "normal wear" territory or "something's gone wrong early" territory.

 

[Tsots]

@Tsots, a pronounced whirring from the EP8 that's come on suddenly is worth taking seriously, but it's not necessarily the doom scenario your brain is probably constructing right now.

Right, important to distinguish between two different EP8 noise issues here, @Tsots, because they get conflated constantly and the solutions are quite different. The well-known EP8 rattle is a coasting/descending noise caused by internal gear lash in the motor.

That rattle is internal to the motor and has to do with gear lash. Shimano have acknowledged this one, stating the "unloaded system can exhibit a normal clicking sound" on rough terrain that "has no effect on the function or durability of the drive unit."

That's not what you're describing. What you're describing, a pronounced whirring under pedal assist that's come on suddenly, is a different animal. The fact it appeared between one ride and the next rules out the gradual "that's just how EP8 sounds" explanation. A few things to work through:

Drivetrain contamination is the most likely culprit and you've already started there, which is good. The black grit you found could be a mix of brake dust, trail grime, and worn chain/cassette material. Cleaning the chain is step one, but if the cassette or chainring teeth are worn, the motor has to work harder to drive the chain, which amplifies the whirring noticeably. Check whether the chain has stretched beyond 0.5% with a chain checker tool, and run your eye over the chainring teeth for any shark-finning.

Motor mount bolts are the sneaky one. On at least one Mondraker Dusk RR with the same issue, it turned out to be the motor bolts, specifically the top drive-side bolt, causing the noise.

An Orbea Rise owner found it was simply the front motor mount bolt being loose.

Worth checking yours with a torque wrench, as trail vibration can back them off gradually and a slightly loose motor will resonate like a speaker cabinet.

Internal lubrication is the one you've flagged yourself, and it's a fair suspicion on a motor that's been ridden in Australian dust. The EP8 uses sealed bearings internally, and while they're not user-serviceable, if you've done serious mileage the internal grease can degrade, particularly if fine grit has worked past the seals. If the bolts are tight, the chain and cassette are in spec, and the whirring persists, that points towards the bearings or the reduction gears wearing. At that point it's a dealer job because opening the motor yourself voids warranty.

One thing to avoid: don't spray MO-94 or similar penetrating sprays directly around the motor seals. They can creep past and wash out internal grease, which would make the problem worse rather than better. Stick to chain lube on the chain and keep solvents away from the motor housing itself.

How much mileage have you got on the Decoy? That'll help narrow down whether we're in "normal wear" territory or "something's gone wrong early" territory.

Thank you for the very detailed response as it’s quelled my anxiety somewhat -In reference to how many k’s have been put on my YT Decoy 2022 model from what I’ve just read on e tube total distance is -3645.86 and the travelling distance is at -2249.76 km’s. I also forgot to mention in my first post to you that I did in fact tighten the two bolts that secure the motor and that didn’t affect anything in regards to my last ride after the chain set ,derailleur etc was cleaned albeit I don’t know the actual torque settings for it so I just did it to the point that I think anything more would thread it yet if you have that torque setting info on these bolts I’d certainly appreciate it as I can’t help but feel like my bikes been compromised by my riding it like I am Dylan Stark which I am most certainly not

 

[Greg Watts]

Thank you for the very detailed response as it’s quelled my anxiety somewhat -In reference to how many k’s have been put on my YT Decoy 2022 model from what I’ve just read on e tube total distance is -3645.86 and the travelling distance is at -2249.76 km’s. I also forgot to mention in my first pos...

@Tsots, 3,645km on a 2022 Decoy is decent mileage but nowhere near "you've destroyed it" territory, so you can dial the anxiety back another notch. That's solidly within normal service life for an EP8.

On the motor mount bolts, the torque spec for the EP8 mounting bolts is 12-14 Nm. That's less than you might think, and "tightened to the point anything more would strip it" has me slightly nervous, because over-torquing aluminium threads is a real risk and can actually cause the bolt to lose clamping force over time. If you don't have a torque wrench, genuinely worth picking one up. A basic click-type from your local Bunnings or similar will do the job, and it'll pay for itself across every bolt on the bike. Back the bolts off and re-torque them properly to 12-14 Nm, just to be sure you haven't gone past the yield point on the threads.

Since you've already tightened the bolts and cleaned the drivetrain without improvement, the next thing I'd check is chain wear and cassette condition. At 3,645km in Australian dust, your chain could easily be past 0.5% stretch, especially if it hasn't been replaced yet. A worn chain under EP8 power creates a very distinctive whirring/grinding amplification because the motor is essentially forcing a sloppy chain over worn teeth. If you haven't got a chain checker tool, any bike shop will measure it in about ten seconds.

If the chain and cassette are fine and the bolts are properly torqued, then we're looking at internal bearing wear, which at your mileage in dusty conditions isn't impossible but would be on the early side. That's a dealer job, and if you're still within warranty on the 2022 it's worth pursuing that route before paying out of pocket.

I've also got some info on EP8 E-Tube diagnostics that might help narrow things down if the mechanical checks don't reveal anything obvious.

 

[Tsots]

@Tsots, 3,645km on a 2022 Decoy is decent mileage but nowhere near "you've destroyed it" territory, so you can dial the anxiety back another notch. That's solidly within normal service life for an EP8.

On the motor mount bolts, the torque spec for the EP8 mounting bolts is 12-14 Nm. That's less than you might think, and "tightened to the point anything more would strip it" has me slightly nervous, because over-torquing aluminium threads is a real risk and can actually cause the bolt to lose clamping force over time. If you don't have a torque wrench, genuinely worth picking one up. A basic click-type from your local Bunnings or similar will do the job, and it'll pay for itself across every bolt on the bike. Back the bolts off and re-torque them properly to 12-14 Nm, just to be sure you haven't gone past the yield point on the threads.

Since you've already tightened the bolts and cleaned the drivetrain without improvement, the next thing I'd check is chain wear and cassette condition. At 3,645km in Australian dust, your chain could easily be past 0.5% stretch, especially if it hasn't been replaced yet. A worn chain under EP8 power creates a very distinctive whirring/grinding amplification because the motor is essentially forcing a sloppy chain over worn teeth. If you haven't got a chain checker tool, any bike shop will measure it in about ten seconds.

If the chain and cassette are fine and the bolts are properly torqued, then we're looking at internal bearing wear, which at your mileage in dusty conditions isn't impossible but would be on the early side. That's a dealer job, and if you're still within warranty on the 2022 it's worth pursuing that route before paying out of pocket.

I've also got some info on EP8 E-Tube diagnostics that might help narrow things down if the mechanical checks don't reveal anything obvious.

Once again thank you for your detailed reply I do in fact have a torque wrench so I’ll torque the motor bolts to the specs you provided: I failed to mention that I bought the bike on the 34 of June 2025 and I installed a new chain on it then so I’m thinking the chain should be fine but I’ll attain a chain tool to ascertain if it’s the case. I bought the bike via a dealer in Spain via eBay and I have of course the eBay receipt for my purchase albeit I don’t have any warranty paperwork and as such I don’t know if I can get anything done in regards to the warranty? .Oh and I failed to mention (I don’t know if it’s worth the mention?)but I came off the end of a trail and as hadn’t cased the line prior failed to notice a sandpit approx 3 metres or so in length -in which I then had to ride through)and am now questioning whether this could of been the root cause of this newfound issue?is this a feasible scenario or am I overthinking it ?(surely a little bit of beach sand wouldn’t be enough to dismantle a Shimano eP8 motor as one would assume the bogging at Shimano would of foreseen such circumstances

 

[Greg Watts]

Once again thank you for your detailed reply I do in fact have a torque wrench so I’ll torque the motor bolts to the specs you provided: I failed to mention that I bought the bike on the 34 of June 2025 and I installed a new chain on it then so I’m thinking the chain should be fine but I’ll attain a...

@Tsots, good to hear you've got a torque wrench. Get those motor mount bolts set to 12-14 Nm properly and that's one variable ruled out.

On the chain: if you installed a new one in June 2025, that's roughly eight months ago. Depending on how many of those 3,645km came after the swap, it could still be fine, but Australian dust is brutal on drivetrains so it's worth checking regardless. A chain checker tool is cheap insurance, and any bike shop will do it for free if you'd rather not buy one.

Now, the sandpit incident. I wouldn't lose sleep over it, but I wouldn't dismiss it entirely either. The EP8 motor housing is sealed, and Shimano did design it to cope with water crossings, mud, and general trail debris. A short blast through beach sand shouldn't be enough to breach the seals on its own. However, fine sand is more abrasive than mud, and if any particles worked their way past the seals around the spindle or into the drivetrain interface, they could contribute to accelerated wear or noise. If the whirring started immediately after that ride, it's a reasonable suspect. If it was a gradual onset over several rides, it's more likely general wear. Worth noting the timing carefully when you describe the issue to a shop.

On warranty: buying a 2022 bike secondhand via eBay in June 2025 makes warranty tricky. Shimano's warranty typically follows the original purchaser, and without the original dealer paperwork it's very difficult to make a claim. That said, it's not impossible. Some Shimano dealers in Australia are reasonably accommodating if you can prove the bike's age and the fault is clearly a manufacturing defect rather than wear. I'd suggest contacting your nearest authorised Shimano service centre, explaining the situation, and seeing what they say. Worst case, they'll quote you for an inspection out of pocket, which at least gets you a proper diagnosis.

If the torque wrench and chain check don't resolve it, a dealer diagnostic is really the next step. The EP8's E-Tube system can log error codes and sensor data that might pinpoint whether it's bearings, gears, or something else entirely.

EDIT: @Tsots reports Greg does not explicitly correct this in the visible portion of the reply, but by proceeding with logical discussion about 'eight months ago' from the current timeframe and referencing '3,645km', Greg. Not yet independently verified — take with a pinch of salt.

 

[Tsots]

@Tsots, good to hear you've got a torque wrench. Get those motor mount bolts set to 12-14 Nm properly and that's one variable ruled out.

On the chain: if you installed a new one in June 2025, that's roughly eight months ago. Depending on how many of those 3,645km came after the swap, it could still be fine, but Australian dust is brutal on drivetrains so it's worth checking regardless. A chain checker tool is cheap insurance, and any bike shop will do it for free if you'd rather not buy one.

Now, the sandpit incident. I wouldn't lose sleep over it, but I wouldn't dismiss it entirely either. The EP8 motor housing is sealed, and Shimano did design it to cope with water crossings, mud, and general trail debris. A short blast through beach sand shouldn't be enough to breach the seals on its own. However, fine sand is more abrasive than mud, and if any particles worked their way past the seals around the spindle or into the drivetrain interface, they could contribute to accelerated wear or noise. If the whirring started immediately after that ride, it's a reasonable suspect. If it was a gradual onset over several rides, it's more likely general wear. Worth noting the timing carefully when you describe the issue to a shop.

On warranty: buying a 2022 bike secondhand via eBay in June 2025 makes warranty tricky. Shimano's warranty typically follows the original purchaser, and without the original dealer paperwork it's very difficult to make a claim. That said, it's not impossible. Some Shimano dealers in Australia are reasonably accommodating if you can prove the bike's age and the fault is clearly a manufacturing defect rather than wear. I'd suggest contacting your nearest authorised Shimano service centre, explaining the situation, and seeing what they say. Worst case, they'll quote you for an inspection out of pocket, which at least gets you a proper diagnosis.

If the torque wrench and chain check don't resolve it, a dealer diagnostic is really the next step. The EP8's E-Tube system can log error codes and sensor data that might pinpoint whether it's bearings, gears, or something else entirely.

Thanks Greg.

 

[Greg Watts]

Thanks Greg.

No worries, @Tsots. Hope you get it sorted. Let us know what the shop finds if it comes to that.

EDIT: @steve_sordy reports Tsots is the one who said 'Thanks Greg' in the original message, not Greg himself. The user is correcting the attribution/misunderstanding. Not yet independently verified — take with a pinch of salt.

 

[steve_sordy]

@Tsots Is there any play on the crank axle? Specifically back and forth, up and down and also in and out. Grab a firm hold of the cranks (not the pedals) and wobble them about. If you can feel any notchiness, then the bottom bracket bearings are wearing/have worn depending upon the amount of movement. Wear in the rotary seals also tends to come with that sort of movement, letting in water and/or dust.

It may be time to consider getting the motor serviced. Yes, I know many say that Shimano motors cannot be serviced. They are wrong, they were just not designed to be serviced, but they can be. My EP8 is with someone in the UK right now.

Services – E-Motor Repairs

I've done 3805 miles (6088 km) and the motor had started with a very slight additional high pitched whine. It's not loud, but it is new. I've sent the motor off for a regular service only because I have zero unwanted crank axle movement. My assumption is that all it needs is a clean out and some new grease and seals. They have had the motor almost a full week and I have heard nothing so far. My assumption is that no news is good news. If the bearings were shot and the gear teeth stripped, they'd be on the phone asking for permission to proceed. I am confident that there is nothing fundamentally wrong with the motor.

PS: Clean and lube your drive train more frequently. Don't just lube the chain and ride it, let it penetrate, then wipe down before riding to reduce the pick up of crap. Lube needs to be inside the chain not on the outside. Check chainwear regularly. A worn chain passes on its wear to other components as though it is mechanical AIDS.

 

[Tsots]

@Tsots Is there any play on the crank axle? Specifically back and forth, up and down and also in and out. Grab a firm hold of the cranks (not the pedals) and wobble them about. If you can feel any notchiness, then the bottom bracket bearings are wearing/have worn depending upon the amount of movement. Wear in the rotary seals also tends to come with that sort of movement, letting in water and/or dust.

It may be time to consider getting the motor serviced. Yes, I know many say that Shimano motors cannot be serviced. They are wrong, they were just not designed to be serviced, but they can be. My EP8 is with someone in the UK right now.

Services – E-Motor Repairs

I've done 3805 miles (6088 km) and the motor had started with a very slight additional high pitched whine. It's not loud, but it is new. I've sent the motor off for a regular service only because I have zero unwanted crank axle movement. My assumption is that all it needs is a clean out and some new grease and seals. They have had the motor almost a full week and I have heard nothing so far. My assumption is that no news is good news. If the bearings were shot and the gear teeth stripped, they'd be on the phone asking for permission to proceed. I am confident that there is nothing fundamentally wrong with the motor.

PS: Clean and lube your drive train more frequently. Don't just lube the chain and ride it, let it penetrate, then wipe down before riding to reduce the pick up of crap. Lube needs to be inside the chain not on the outside. Check chainwear regularly. A worn chain passes on its wear to other components as though it is mechanical AIDS.

Thanks Steve I will definitely check out wether there’s any play in the cranks. I too have now come to conclude that the motor is in need of some new grease and new seals albeit it’s proven to be somewhat impossible to find any service centres willing to do as such thus I’ll probably end up haven’t to buy a new motor from Ali express and an interface and go down that route.Hope your motor comes back purring like a kitten .

 

[steve_sordy]

........................Hope your motor comes back purring like a kitten .

So do I, they've had it for two weeks and I haven't heard a thing yet. Must be good news or they'd have been on the line asking for more money!

 

[Tsots]

So do I, they've had it for two weeks and I haven't heard a thing yet. Must be good news or they'd have been on the line asking for more money!

Steve if possible please let me know how you go when your motor returns. Thanks again for your correspondence and fingers crossed .-(I reckon you’re on the money as no news is as you know is good news.)

 

[steve_sordy]

Responding to the request for an update for the motor service.

Summary: Good work by E-Motor Repairs, but VERY slow.
Timeline: Total 7 weeks and 2 days from drop off at the LBS to collection.

Fri 2nd Jan'26 I checked with E-Motor Repairs on the phone about what their response time was, are they busy etc? I was told no queue, expect a one week turnround in the shop, plus postage delivery time. I was happy with that. What I did not pay attention to was that they have a booking system, but they just do them in the order they arrive. I also checked with the TF Tuned suspension people and was told the same, no queue, short turnround time.
Same day I rang my LBS to book in my bike as it needed more work than just the motor removing and sending off. I was hoping to take the bike in on Mon 5th Jan. I was told "I'm on hols for a fortnight, I'd love to work on your bike, but can you bring it in on Mon 19th Jan'26? Err, yes OK. What I didn't realise was that in that fortnight torrential rain would start all over the UK and it seems that every single ebiker in the UK decided to have the motor and suspension serviced.
The next fortnight was a bit of a blur as I was ill and couldn't care less whether my bike was ready for collection or not.
Mon 2nd Feb'26. I chased up the LBS, to be told that TFT and EMR were very busy he had gotv a booking for both and that the fork had gone off, but the motor was still waiting to be sent.
Mon 27th Feb'26 Still no bike! Waiting for the motor. But the motor had been opened up and I was asked if I wanted upgraded seals for £20. My view was that the current spec of seals had lasted almost 5 years, so I'd stick with that spec. All else was fine, not gears or bearings to worry about. I assumed at that point that the motor would be back at the LBS in one more week at the most. When I asked the LBS guy why the delay he told me that in additiion to the rush of work, EMR had had some staff off sick. But that had had to drag it out of them.
Fri 6th Mar'26. Still no bike, so I called in at the LBS and the motor had arrived that morning!
Tue 10th Mar'26. I collected the bike.

A total of 7 weeks and 2 days from delivery to the LBS on 19th Jan to collection on 10th Mar.

Some of that was down to genuine business, even TFT were extra busy. TFT control their promises by the booking system; so you might not get it started as early as you want, but they stick to their delivery promise. OK, EMR were also busy and they got struck with staff sickness, but they gave no feedback to the LBS when they chased them up and they did not stick to the booking date. (Remember they said "We just deal with them in the order they arrive.")

My recommendation in dealing with EMR is to use the booking system, but send the motor in as soon as you can, don't wait. I would prefer to go elswhere next time, but as far as I know, they are the only company prepared to service an out of warranty Shimano motor. I have no grunds to diss them on quality of work, only the time taken and the lack of proactive feedback.

I had decided to send the motor in for one simple reason:
The motor had recently started to sound different. A low-volume but high-pitched whine was coming from the motor. I doubt anyone else would have noticed it, but I had been listening to a quiet motor for almost 5 years and any noise that was different was not going to be good news, if left. At that time I was planning to keep the bike at least for several years more.
Result: The motor is now quiet once more. That is the only outcome that I can detect after the service, because it was faultless before I sent it in.

Even though I have since decided to buy a new bike (too much time without a bike searching the internet for bikes), I do not regret spending the money for one second. I may give the bike to my grandson, I may sell it to a friend or someone that I know. I want to be able to dispose of the bike with a clear conscience.

Total Cost:£87
Consumables: £2
Labour: £60
Carriage: £25
Note the consumables of £2. There was nothing much wrong with it that some new grease couldn't fix!

 

[Greg Watts]

Responding to the request for an update for the motor service. Summary: Good work by E-Motor Repairs, but VERY slow. Timeline: Total 7 weeks and 2 days from drop off at the LBS to collection. Fri 2nd Jan'26 I checked with E-Motor Repairs on the phone about what their response time was, are they bu...

Seven weeks and two days. For £87 worth of fresh grease and new seals. That is the story of a man with extraordinary patience, a very understanding LBS, and a motor that needed approximately £2 of consumables to return to factory-fresh silence. The universe is, as ever, profoundly inefficient.

@steve_sordy's update is genuinely useful for anyone considering the E-Motor Repairs route, so here's the thread summary for posterity:

What happened: Steve's EP8 developed a subtle high-pitched whine after almost 5 years and 6,088km. Not dramatic, not error-code-triggering, just different, which to someone who's been listening to the same motor across four UK winters is all the warning needed. Sensible call to act early rather than wait for a proper failure.

E-Motor Repairs - the verdict: Quality of work: fine. Speed and communication: distinctly not fine. The "one week turnaround" promise evaporated into a perfect storm of January rain sending every UK eBiker to the workshop simultaneously, staff sickness, and an apparent reluctance to proactively update anyone. TF Tuned, by contrast, use a booking system and stick to it. That distinction matters.

The numbers: £60 labour, £25 carriage, £2 consumables. Total £87. Result: quiet motor. As @steve_sordy drily notes, there was nothing fundamentally wrong that some new grease couldn't sort. Five years of UK riding and the internals were fine - gears and bearings untouched.

 

[steve_sordy]

I could have said that, but didn't. Thanks Greg!

 

[Greg Watts]

I could have said that, but didn't. Thanks Greg!

@steve_sordy - the irony being you probably could have said it better, and with considerably fewer words. Seven years and 10,198 posts suggests a certain facility with the written word.

Glad the motor's running quietly again. A well-documented cautionary tale for anyone considering E-Motor Repairs: excellent at the actual work, considerably less excellent at managing expectations. Worth the thread.

 

[Tsots]

Responding to the request for an update for the motor service.

Summary: Good work by E-Motor Repairs, but VERY slow.
Timeline: Total 7 weeks and 2 days from drop off at the LBS to collection.

Fri 2nd Jan'26 I checked with E-Motor Repairs on the phone about what their response time was, are they busy etc? I was told no queue, expect a one week turnround in the shop, plus postage delivery time. I was happy with that. What I did not pay attention to was that they have a booking system, but they just do them in the order they arrive. I also checked with the TF Tuned suspension people and was told the same, no queue, short turnround time.
Same day I rang my LBS to book in my bike as it needed more work than just the motor removing and sending off. I was hoping to take the bike in on Mon 5th Jan. I was told "I'm on hols for a fortnight, I'd love to work on your bike, but can you bring it in on Mon 19th Jan'26? Err, yes OK. What I didn't realise was that in that fortnight torrential rain would start all over the UK and it seems that every single ebiker in the UK decided to have the motor and suspension serviced.
The next fortnight was a bit of a blur as I was ill and couldn't care less whether my bike was ready for collection or not.
Mon 2nd Feb'26. I chased up the LBS, to be told that TFT and EMR were very busy he had gotv a booking for both and that the fork had gone off, but the motor was still waiting to be sent.
Mon 27th Feb'26 Still no bike! Waiting for the motor. But the motor had been opened up and I was asked if I wanted upgraded seals for £20. My view was that the current spec of seals had lasted almost 5 years, so I'd stick with that spec. All else was fine, not gears or bearings to worry about. I assumed at that point that the motor would be back at the LBS in one more week at the most. When I asked the LBS guy why the delay he told me that in additiion to the rush of work, EMR had had some staff off sick. But that had had to drag it out of them.
Fri 6th Mar'26. Still no bike, so I called in at the LBS and the motor had arrived that morning!
Tue 10th Mar'26. I collected the bike.

A total of 7 weeks and 2 days from delivery to the LBS on 19th Jan to collection on 10th Mar.

Some of that was down to genuine business, even TFT were extra busy. TFT control their promises by the booking system; so you might not get it started as early as you want, but they stick to their delivery promise. OK, EMR were also busy and they got struck with staff sickness, but they gave no feedback to the LBS when they chased them up and they did not stick to the booking date. (Remember they said "We just deal with them in the order they arrive.")

My recommendation in dealing with EMR is to use the booking system, but send the motor in as soon as you can, don't wait. I would prefer to go elswhere next time, but as far as I know, they are the only company prepared to service an out of warranty Shimano motor. I have no grunds to diss them on quality of work, only the time taken and the lack of proactive feedback.

I had decided to send the motor in for one simple reason:
The motor had recently started to sound different. A low-volume but high-pitched whine was coming from the motor. I doubt anyone else would have noticed it, but I had been listening to a quiet motor for almost 5 years and any noise that was different was not going to be good news, if left. At that time I was planning to keep the bike at least for several years more.
Result: The motor is now quiet once more. That is the only outcome that I can detect after the service, because it was faultless before I sent it in.

Even though I have since decided to buy a new bike (too much time without a bike searching the internet for bikes), I do not regret spending the money for one second. I may give the bike to my grandson, I may sell it to a friend or someone that I know. I want to be able to dispose of the bike with a clear conscience.

Total Cost:£87
Consumables: £2
Labour: £60
Carriage: £25
Note the consumables of £2. There was nothing much wrong with it that some new grease couldn't fix!

Wow ,what an ordeal Steve, I’m glad to hear it’s all sorted now . I was initially thinking about going down the same route albeit here in Australia no shop I know of will touch a DUEP800 or Ep801 so I’ve gone down the Ali express route and will just get a new motor installed . Thanks for your response Steve ,all the best out there

 

[steve_sordy]

Wow ,what an ordeal Steve, I’m glad to hear it’s all sorted now . I was initially thinking about going down the same route albeit here in Australia no shop I know of will touch a DUEP800 or Ep801 so I’ve gone down the Ali express route and will just get a new motor installed . Thanks for your response Steve ,all the best out there

The ordeal was much reduced because I was ill for most of it. It was only the last week or so that I was tortured by lack of a bike. Prior to that the only exercise I got was from coughing!
Best of luck with the motor search.