Brand new Avinox M2S equipped bike pairing issue.locked/dead motor.

[Roundbadge]

Brand new Avinox bike locked account and locked motor.

I received a brand new Crestline Team edition Avinox equipped ebike two weeks ago.this is my third Crestline bike purchase.
Love the bikes.I'm an avid fan.two previous were Bosch motors which had great customer support.

Straight out of the box I could not pair the bike with my newly created avinox app/account.
It told me the account was already paired to an email associated with a (Danish?) bike shop overseas.
My LBS and Crestline CEO Troydon have been diligently trying to get a resolution from Avinox.
At this point it feels like we’re being gaslit.
Back in forth sending log data multiple times to various “Team Members” then elevating the issue to other/different “Team Members” etc only to get the runaround asking for more display data log files, more screen shots and App data logs,or the same data over again.
Asking for more serial numbers ,proof of purchase etc etc.

So bike park season in full swing.. I rode the bike in demo mode in hopes they would resolve the issue quickly.
The motor speed limit capped at 15 mph which isn’t much fun.
This an $11k brand new bike.
Yesterday mid ride on a bike park trip (with LOTS of cross mountain self shuttling and other Avinox M2s bikes running fine) the motor finally shut off and the bike became a boat anchor.. telling me the mileage limit ran out and the bike would no longer run without a proper paired account.
So today I’m trying to source/borrow/rent another bike for the remainder of the trip.
We are all scratching our heads as to why Avinox after all this time can’t land a proper fix for this or why they couldn’t have just shipped a new properly working display last week.
This is my first bike with this motor system and I’m seriously disappointed with the Avinox brand.
At this point we’re all at a loss for solutions and I’m at the mercy of Avinox.
The bike is dead.

Avinox /DJI please get your act together.
The currently best motor system paired with awful customer/tech support /service is not a good look.
Patiently waiting for a solution.

 

[Rob Rides EMTB]

This is not good.

Did you manage to get it out of demo mode so you can ride it until it’s sorted?

 

[Rob Rides EMTB]

Seems to be registered to this bike shop.
Dani’s Velolade GmbH, Inhaber Daniel Räss
Google Search

Searching online, they have an employee called Mario (shown on their website).

The accounts seems to be linked to ma***@danisvelolade.ch

So highly likely that email is easy to work out and worth a shot of emailing that guy who might be able to remove his account.

Not ideal, but might sort it for you.

 

[Roundbadge]

This is not good.

Did you manage to get it out of demo mode so you can ride it until it’s sorted?

I had taken it out of demo mode a couple days ago so every time I powered it on I would just hit skip instead of activate
Yesterday after powering it down on a gondola ride the motor switched off and I couldn’t navigate to any menus.bike locked
Ride day ended
Troydon has been extremely active in facilitating a fix but Avinox seem to be dragging their feet.seems like we’re just jumping through the same hoops.
Emails were sent .
Here we are 4th of July weekend in mammoth the bike is locked away in the van unridable.

 

[Mteam]

So does this issue imply that the motor has been used by the bike shop in Switzerland then returned to avinox where it was sent to crest line and then fitted to this bike?

Or is the bike itself a returned bike, originally sold to the bike shop in Switzerland?

 

[Roundbadge]

So does this issue imply that the motor has been used by the bike shop in Switzerland then returned to avinox where it was sent to crest line and then fitted to this bike?

Or is the bike itself a returned bike, originally sold to the bike shop in Switzerland?

The bike was shipped to me brand new never ridden directly from Crestline
The bike was assembled and boxed overseas.
Whether or not it was fitted to another bike previously I have no idea.
As far as I know all parts are brand new unused.
When I powered it up I couldn’t link my new account to it as it gave me the message it was already paired to this (Danish?) bike shop account?
The motor is now locked and I’m at the mercy of Avinox to fix it.
We started talks with Avinox support over 12 days ago

 

[Folklore]

Return to sender....
New bike or dispute payment and buy another brand. Me personally, I do not trust Avinox...

 

[Mteam]

Yeah, that bike is not fit for purpose, just return to crest line and get them to send you another one or full refund.

Quite why crest line have got you running around sending info to avinox is a mystery, they should just be shipping you a new bike no questions asked.

 

[Roundbadge]

Return to sender....
New bike or dispute payment and buy another brand. Me personally, I do not trust Avinox...

That’s not going to happen.
The crestlines are made in limited numbers and I’ve owned 3.best bikes I’ve ever owned so no I don’t want another brand I want Avinox to fix the issue.
Crestline are doing everything they can get Avinox to to fix the issue
It’s 100 percent On Avinox right now.

 

[Roundbadge]

Yeah, that bike is not fit for purpose, just return to crest line and get them to send you another one or full refund.

Quite why crest line have got you running around sending info to avinox is a mystery, they should just be shipping you a new bike no questions asked.

It’s not that simple
Crestline are doing all they can to get Avinox to correct the issue.
How many bike companies can you call the owner directly on your phone to help with an issue?
It’s not like specialized were they have warehouses full of spare bikes.
They’re made in limited quantities.
It’s a smaller company with the best support I’ve ever had with any bike.
That’s why I bought a 3rd one
I’m sending info to them and they are dealing directly with Avinox.
Crestline are the best bike company Ive ever dealt with.
Avinox is the problem.

 

[Roundbadge]

Return to sender....
New bike or dispute payment and buy another brand. Me personally, I do not trust Avinox...

Have you ridden the new M2s motor?
I’ve had multiple Bosch bikes and based strictly on performance it’s really hard to go back to Bosch after you’ve ridden with this system.im not just talking about sheer power I’m talking about how it feels under foot..and its adjustability.amazing.
That’s the kicker,the system is amazing..they’ve killed the competition with it,it’s the support that’s lacking here.

 

[Roundbadge]

Seems to be registered to this bike shop.
Dani’s Velolade GmbH, Inhaber Daniel Räss
Google Search

Searching online, they have an employee called Mario (shown on their website).

The accounts seems to be linked to ma***@danisvelolade.ch

So highly likely that email is easy to work out and worth a shot of emailing that guy who might be able to remove his account.

Not ideal, but might sort it for you.

Emails were sent to the shop and the employee

 

[Roundbadge]

Update:
Good news I finally made contact with the Danish bike shop who referred me to the linked email of the employee.the guy had no idea what happened only that multiple bikes were accidentally paired to his account after registering one bike(another brand) at the shop
It was finally unpaired and I was able to activate under my account.

 

[Roundbadge]

I’m wondering if maybe there was some sort of serial number data base glitch that linked several motors to this one account.
Hopefully Avinox will look into this