Fathom E+2 Syncdrive Problem ?

Hi all! I own a Fathom E +2 2022 model, which was bought new from local bike shop last August. Since then i have done aproximately 300 Km. On the last two rides, i got a syncdrive warning error, the motor stoped and a little wrench icon appeared on the ridecontrol dash. A reboot solved the problem both times. Both errors appeared while i was riding on a steep hill at high cadence, low gear and the motor was at high power.
I think that such a behavior is not normal, so i took the bike to the shop for a service. There i was advised that this error is common on giant bikes and the bike is ok. Any ideas? has anyone received a similar error ? what should i do next ?

No way is that normal, and shame on them for saying so.
I had a Fathom for 3 years with zero issues, and now my Stance trouble free for 3 years.
If you have the app, is there an update you can do? Did the LBS do any updates?
Do not take that LBS response as true, it is most certainly not!

DaveMatthews said:

No way is that normal, and shame on them for saying so.
I had a Fathom for 3 years with zero issues, and now my Stance trouble free for 3 years.
If you have the app, is there an update you can do? Did the LBS do any updates?
Do not take that LBS response as true, it is most certainly not!

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I have made all the updates available through the app. This evening after a ride which created also an error a new update was installed. I will test it but I also think that they are full of bs. The lbs didn't even connect the bike to read error codes...

ioanko said:

I have made all the updates available through the app. This evening after a ride which created also an error a new update was installed. I will test it but I also think that they are full of bs. The lbs didn't even connect the bike to read error codes...

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Yeah, that's ridiculous and lazy. Might need to escalate or find a better dealer.

Ok the problem reappeared after 300 km, I took the bike to the lbs and they performed some tests. The report showed the following.

They contacted giant and they replied the following:


"The code you see are not necessarily error codes, they are “Event codes”.

For example it could be there has been a short power disconnection from the battery because the rider went over a bump.

The system could log this as a communication event code , because the smart gateway briefly lost communication with the system, while the rider didn’t encounter any issue.

These event codes are more a tool to help to determine when the rider is experiencing problems, where the root cause can be.

When the customer didn’t experience any problem with the bike, besides the error in Ride Control, everything is good to go."

The problem is now worse the battery charge level seems to fluctuate during a ride and the bike shuts off.

Are there any suggestions?

ioanko said:

These event codes are more a tool to help to determine when the rider is experiencing problems, where the root cause can be.

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Since you are now having problems with the bike shutting off I would suggest you take it back to the LBS explain the bike is not working properly and ask them to fix it and/or if not satisfied with their service escalate direct to Giant.

Joecrow said:

Since you are now having problems with the bike shutting off I would suggest you take it back to the LBS explain the bike is not working properly and ask them to fix it and/or if not satisfied with their service escalate direct to Giant.

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I did! I have also attached the response from Giant (to a email from my lbs which is named Kosmoride and it is located in Greece). According to them everything is ok. My lbs says that since they cannot replicate the problem at the shop they cannot do anything.
Is there a giant customer service for European customers which i can contact? Has anyone faced similar problems?

ioanko said:

I did! I have also attached the response from Giant (to a email from my lbs which is named Kosmoride and it is located in Greece). According to them everything is ok.

Click to expand...

As per the quote from Giant, in your attachment and my previous reply, the events codes would only be OK if you were not having problems! They can be used to help troubleshoot if the rider there is a having problems, which you are! You need to persuade your LBS to contact Giant again and confirm you are having a problem with the bike and ask for the manufactures help to fix it since they are unable to reproduce the problem and resolve it themselves.

The think is that the lbs guys are not willing to test anything or order any parts based on the fact that they cannot replicate the problem.

Furthermore they suggest that they made some software upgrades and the bike should be fine from now on.

But I am.not convinced and from what I read on the forum I understand that there are numerous problems with other users (battery problems, motor problems etc).

My lbs represent giant ebikes here, so my thought is that I should try to bypass them and communicate with Giant at a European level (if this is possible) and maybe they can put some pressure on the local representative.