Thankyou Commencal

[Kernow]

New motor just arrived from commencal , shimano France are not great at testing intermittent faults , but commencal have stuck thier necks out and sent me a new motor from thier own stock after experiencing constant random fault codes . That’s pretty dam good customer care I think , and it hasn’t cost me a penny in postage iether

 

[Tamas]

Awesome... Is it already set up properly?

 

[AlwaysOff]

What faults were you getting? Just drops in power?

 

[Kernow]

Yes should be all set up with latest update just plug in and go I expect not fitted it yet

I was getting differing error codes
But usually it would show E010 while riding and just cut out sometimes when Re booted it would show w013 or be ok for a bit then E010 again
It would sometimes stop and be dead for a few days then just re start and be fine for a few rides hence the problem I have had getting shimano France to warranty it they obviously thought other parts of the system were at fault and didn’t know I had tried everything else

 

[njn]

Intermittent issues are tough to deal with. Sometimes it's a loose or damaged wire, but both those codes seem like internal to the motor assembly.

Nice to hear that Commencal helped you out.

 

[Kernow]

Intermittent issues are tough to deal with. Sometimes it's a loose or damaged wire, but both those codes seem like internal to the motor assembly.

Nice to hear that Commencal helped you out.

Yes it was probably the worst situation with an intermittent fault , I took a video of it when it failed the last time , commencal knew I had tried everything else , new speed sensor , new switch , new battery cable plus I have 2 batteries , we also have the pc plug in device to show there was nothing as faulty , so it had to be motor . Commencal were top notch with their service , shimano France not so great . It may have been easier if I had sent to shimano uk I could have spoken to them and made the problems clear , however I would have had to have gone through a uk dealer and probably paid the labour to diagnose and replace motor etc . I had my bike here and was able to give it a full strip and service while the motor was away , possibly more time but no hassle or cost .

 

[drjarvis2003]

Did you get to keep your old motor?

 

[Tamas]

Yes it was probably the worst situation with an intermittent fault , I took a video of it when it failed the last time , commencal knew I had tried everything else , new speed sensor , new switch , new battery cable plus I have 2 batteries , we also have the pc plug in device to show there was nothing as faulty , so it had to be motor . Commencal were top notch with their service , shimano France not so great . It may have been easier if I had sent to shimano uk I could have spoken to them and made the problems clear , however I would have had to have gone through a uk dealer and probably paid the labour to diagnose and replace motor etc . I had my bike here and was able to give it a full strip and service while the motor was away , possibly more time but no hassle or cost .

So weird that you have to pay for a warranty repair. Shimano (Paul-Lange) replaced my motor for free and I think an official dealer should invoice Shimano for warranty work not the customer.

 

[Kernow]

So weird that you have to pay for a warranty repair. Shimano (Paul-Lange) replaced my motor for free and I think an official dealer should invoice Shimano for warranty work not the customer.

I agree that’s exactly how warranty should work , I wasn’t prepared to pay a uk dealer to work on my bike and the one I spoke to wanted to charge me to start from the beginning with diagnostics while I paid the labour ,
I could have shopped around and perhaps found a more helpful dealer or even shimano uk direct to help , but I would rather remove my own motor and allow commencal to sort it out . Commencal did try to open an account with shimano uk but they refused .
Still a better situation than some specialised stories Iam hearing where people are picking up labour bills for warranty repairs.

 

[Tamas]

I agree that’s exactly how warranty should work , I wasn’t prepared to pay a uk dealer to work on my bike and the one I spoke to wanted to charge me to start from the beginning with diagnostics while I paid the labour ,
I could have shopped around and perhaps found a more helpful dealer or even shimano uk direct to help , but I would rather remove my own motor and allow commencal to sort it out . Commencal did try to open an account with shimano uk but they refused .
Still a better situation than some specialised stories Iam hearing where people are picking up labour bills for warranty repairs.

The most important is that it was solved to your satisfaction. I also prefer leaving out bike shops and doing things myself that’s one reason why I like direct sales bikes.

 

[Kernow]

Did you get to keep your old motor?

No i had to send it back to shimano France

 

[Norange]

Good that you got it fixed. I would not expect to pay anything for a warranty repair. If doing 3rd party warranty work was profitable I guess more dealers would do it, or use it as a means to get new customers. Don’t know if they get paid, or if it’s expected to be covered within dealer margin. If the latter, you can understand why dealers would be reluctant.

 

[Doomanic]

Different dealers say different things about warranty costs, even about the same company so either some dealers have better relationships than others or some dealers like to get paid twice for warranty work.

When my rear wheel was replaced under warranty by Trek the dealer had to build a wheel while I waited because Trek had sent one with an XD hub instead of Shimano and a different number of spokes so the dealer took parts off the shelf. I asked if they wanted any sort of payment for the extra work and they said they'd just bill Trek for it. Another shop I deal with are happy to do Bosch motor swaps for all and sundry as long as you have the original purchase receipt because Bosch pay them for the labour. Several other dealers I've spoken to claim this is not the case.

 

[Kernow]

I think the ebike has perhaps introduced a new dimension into warranty , faults in the system can take time to diagnose , there’s new equipment needed and set of skills skills a normal bike mechanic may not have with electrical items .
Before a warranty claim on most cycle parts required a short time to change the item and that time cost could be lost in the profit from the original sale or the continued good will of the customer . Most bike parts are swapped over in under an hour , except maybe a new frame .
The shimano dealer I approached said there was nothing in it for them and potential hours of workshop time , postage costs etc sorting out my motor faults . They weren’t happy to believe in the diagnostic process I had already gone through , which is fair enough as they don’t know me . The bottom line was they didn’t really want the hassle but they would take it on if was paying thier labour costs .

 

[drjarvis2003]

No i had to send it back to shimano France

Ok, my thoughts were to send it to the bearing guy as i think he could do with one to figure out how to repair them.

 

[Kernow]

Ok, my thoughts were to send it to the bearing guy as i think he could do with one to figure out how to repair them.

Yes would have been a good idea , however my motor clearly had problems with internal sensors , not sure if that’s something the bearing guy is into yet .

Tamas the motor took latest update from 4.5.1 to 4.6.0 and i had to activate the lights switch function I’m the app on my phone . All seems to run fine now

 

[Tamas]

Tamas the motor took latest update from 4.5.1 to 4.6.0 and i had to activate the lights switch function I’m the app on my phone . All seems to run fine now

Cool. My motor was replaced by Shimano and it wasn’t set up for the Meta (obviously). Their technician had to set the engine installation angle and wheel circumference. I asked him set the wheel size smaller because the assist cutoff was @23,8kph according to the GPS. Marginal gains.... ?

 

[Kernow]

Cool. My motor was replaced by Shimano and it wasn’t set up for the Meta (obviously). Their technician had to set the engine installation angle and wheel circumference. I asked him set the wheel size smaller because the assist cutoff was @23,8kph according to the GPS. Marginal gains.... ?

Yes I see on the paperwork it mentions mounting angle etc , I wonder how they Re set the wheel dia and to what wheel size. The pc interface that the dealers have won’t do that .

 

[Tamas]

Yes I see on the paperwork it mentions mounting angle etc , I wonder how they Re set the wheel dia and to what wheel size. The pc interface that the dealers have won’t do that .

The guy who installed the motor in mine was a Shimano tech with the factory access to the settings, the only one in my country - no LBS has this access. I asked him nicely and he changed it. I was riding around the building to check the speed and after the third change it finally matched up with the GPS.

 

[Kernow]

The guy who installed the motor in mine was a Shimano tech with the factory access to the settings, the only one in my country - no LBS has this access. I asked him nicely and he changed it. I was riding around the building to check the speed and after the third change it finally matched up with the GPS.

That was a lucky find , all it needs is the limiter a few mph higher to make a smooth ride

 

[Tamas]

That was a lucky find , all it needs is the limiter a few mph higher to make a smooth ride

I'm OK with 25kph if it's really 25 and I couldn't ask him for more he said everything is logged by Shimano. Even changing this was borderline problematic because by default it was set properly to the circumference that the chart showed for 2,6 tires - 2250mm. Now it's set to 2214.

 

[Kernow]

I noticed with my new motor it actually registers 15mph for a bit before it hits the cut off , Iam sure the old motor cut off a bit sooner .