Levo Gen 2 Warranty extension & Firmware Update for all 2019/20 Levo/Kenevo with 2.1 motors

[Manxbiker]

@Specialized Rider Care can you tell us when we can expect to be able to do the firmware update over mission control? Bike shops are super busy and it seems to me that this would certainly help owners if it could be done in the comfort of our own homes.I

Agreed, I am having trouble just getting a response now from my only local specialized agent who initially told me that they would charge me as I didn't buy the bike there, they didn't seem interested at all

 

[Zimmerframe]

I believe they previously stated that OTA motor updates would not be coming.

There was too much risk of people doing it wrong/bad connection/Bluetooth problem/Mrs starts the microwave and so on.

You'd then have endless angry people with bricked motors saying it wasn't them.... Like all the Shimano posts..

 

[beutelfuchs]

The people complaining about walk assist: Did you mount a cassette with a larger cog recently? I went from standard 42t to 46t and the walk assist on the 46t appeared useless, while shifting 1 down seemed to revert it's behavior to normal.
Could anyone confirm that?

 

[TheBikePilot]

How difficult would it be to maintain spare parts supply lines off into the future? My guess is difficult and increasingly so. Still worthwhile to do in my opinion. DIY experts will renovate them in small numbers and maybe that will be key to the high value of future classics.

Since the motors are not yet out of warranty, no market has been developed to service them if Spesh can't or it's too expensive out of Rider Assist.

@Bearing Man I believe can do this, but there's no need at present. I wouldn't worry too much about 10 years time. The bike will look like Triggers Broom by then anyways!!

I very much doubt these will become totally obsolete!

 

[Dpickin1]

The people complaining about walk assist: Did you mount a cassette with a larger cog recently? I went from standard 42t to 46t and the walk assist on the 46t appeared useless, while shifting 1 down seemed to revert it's behavior to normal.
Could anyone confirm that?

Just checked my walk assist and unfortunately it has been seriously powered down. Agree with a post above it may be almost useless as as but such is life.

 

[Stp0701]

I just got a 2021 Levo Comp last week. I had the firm updated today by a local shop. After riding for 20 miles I received the red flashing light and zero power. Very frustrating! How do I find out if I have a 2021 motor?

 

[beutelfuchs]

You didn't run out of battery by accident?

 

[Stp0701]

You didn't run out of battery by accident?

No, 63% remained!

 

[beutelfuchs]

Well, thanks for the notice. I wanted to ask for the update tomorrow to lower chances of a broken bike during vacation, but that's cancelled now.

 

[TheBikePilot]

I just got a 2021 Levo Comp last week. I had the firm updated today by a local shop. After riding for 20 miles I received the red flashing light and zero power. Very frustrating! How do I find out if I have a 2021 motor?

I know silly question but I had that, removed the power connector. Replaced and powered on and it had reset itself...? Did you try that..? Is the bike charging OK?

 

[Cavi]

got mine done this past Sunday, less than 10 minute visit and my shop did not charge me even though I got the bike elseware (they were out when I bought)

 

[Javice]

Hello Specialized , after replacing the motor and making the last software upgrade the walk mode is completely useless.

I had already read that is to be inline with new regulations but yesterday just making a side by side comparison with a Yamaha motor and a Bosch motor ( both last version so PWX-X2 and a gen 4 ) the specialized walk mode is really unusable in terms of speed but even worst in term of power.

Before the upgrade I do admit that was more powerful of the two motors I mentioned , but right now is just impossible to use it in any technical trail where you must need to get out of the saddle.

Are we sure that had been calibrated correctly?

I had a Bosch engine for three years and one of the problems was that with the weight of the bike and the little assistance of the engine it was impossible to go up in some places, with the turbo levo it was possible to go to places where before with another bike it was not could.

We need walk mode to go up on steep trails like other motors.

I dont like the upgrade that limits the power of walk mode.

 

[Stp0701]

I know silly question but I had that, removed the power connector. Replaced and powered on and it had reset itself...? Did you try that..? Is the bike charging OK?

Yes, it charges okay. I ended up finding a “system event” on Mission Control that said A motor self-runner event was detected. Switch off the bike completely, wait 30 seconds and then restart it. If the problem persists, it occurs often or continuously, please contact your retailer.

 

[Kiwi in Wales]

Hey Kiwi, Hope you're well mate!

I don't think that motor/battery combo suffered the same failure rate the 2019 did. 2019 was a Hero bike for Spesh and has had many more 'reported' failures than the earlier models which most accept are fairly bulletproof, in as much as an e-bike electrical system can be.

The Livestream at Spesh stated quite clearly that you're not out in the cold if you do have a failure just after your 2 years. There is always the Rider Assist program which offers a discounted rate on components after the two year period. To me it still equates to wear and tear. However, listening to Chris and other owners, they deal with each claim on a case by case basis. I've not heard Spesh walking away from anyone. Often when people have been, let's say, less than sensible.

I've had extended warranty on two cars I've owned and unless the motor or gearbox literally blows up, you're on your own still. A gearbox blew on a BMW SMG M3 I owned and they still tried to argue and blame me for a sealed unit designed to take any input. I had several heated discussions with them and the threat of legal action, with all the associated stress, before they changed it FOC... (I hadn't used the quick off the lights functions..!) Never had that issue with Spesh. In and out in 2 hours thanks Berkshire Cycles. And Chris mocks me wildly for not really looking after my bike too well...

The 2016/2017 is now coming up on 3-4 years and we aren't hearing much noise about issues other than standard QA failure. I've not read anywhere Spesh have been difficult or unreasonable about replacing or honouring the warranty on them unless you have more data other than a few individual issues against the overall sales of the bike?

Props to Spesh for listening to riders, acknowledging a problem and coming up with a very reasonable solution. I think if there was an issue with the bikes you are mentioning they would have addressed them in the same manner. If said owners do have a problem I am sure they wouldn't be paying full price on a motor/battery. I've said it before but on Motocross bikes brand new, you'd be lucky to get 1-month warranty on anything.

I was thinking of trading mine in after the summer, It was always a long term investment for me, but the issues mentioned made it not so much.

Now I'm gonna keep it and am firmly confident Specialized do care deeply about you as a customer. I've met them all, I knew it deep down but this is really standing by your product and putting your money where your mouth is. Right from the CEO. Even if that does mean it comes at a price premium. That's piece of mind. They are on your side. Only two companies I trusted for complete honesty and customer focus these days Apple and Amazon, and now Spesh. Very rare to see these days..! Huge thumbs up...

Hi mate all good and well down in sunny, well sort of sunny Wales.

First of all, I want to make a very clear statement about the Specialised Levo's I have owned.
Simple really, I love them, I loved my 2017 and I also love both of my 2019 Levo's. For me personally they tick all the boxes that need to be ticked apart from their reliability which has now been addressed on the 2019 model but unfortunately not for the customer base of the 2016, 2017 and 2018 1.2 and 1.3 models.
You are I are fine we both have 2019 year models. However, I have a number of friends on the older models who I have spoken to and they are feeling left out in the cold by Specialed even more so now that Specialised have made the announcement for the 2.1 engines.
To be honest, I would be feeling the same way as every single one of them has had a motor fail on them. Me personally, I had 2 motors fail on my second hand 2017 Levo and the previous owner had a failure before he sold it to me so 3 motor failures in less than 2 years of joint ownership is not good so I can understand their anexity.

Yes, Specialised offer a discounted assisted motor purchase which for me cost £450 for the motor and £50 to fit in 2018 but it is still a big pill to swallow on a bike that had covered less than 900kms at the time on an already replaced motor. By the way the motor failed again less than a year later with 2000km on the clock.
I replaced the 2017 with a 2019 thinkng I would get the much publicised 'improved motor' only to find I was in the same position as before.... failed motor after failed motor.

It is only with people like Chris at Bershire cycles supporting my 2 x 2019 bikes that I still have a Specialised. His customer service has been second to none and Specialized really need to understand how important a role he has played in saving a lot of their customer base from leaving. They owe him more than a couple of beers and I hope they have and are still recognising what he and the people that work for him contribute towards Specialized‘s success in the UK.

I think what would assist these 1.2 and 1.3 owners is for Specialized to engage with Brose to open more doors up for people like @Bearing Man so he can get access to the motor parts he desperately needs at a discounted cost so he can repair the 1.2 and 1.3 motors at a price a lot less than the £500 quoted above. I know for a fact he struggles to get parts to repair his engines. Opening the door to the Brose 'Spare parts bins' will be a huge step forward and be a more cost effective way for the 1.2 qnd 1.3 motor owners to fix their failures. On top of that @Bearing Man will be able to report back to Brose and Specialized with long term analysis of what parts are actually failing.

 

[ManuelV]

Just checked my walk assist and unfortunately it has been seriously powered down. Agree with a post above it may be almost useless as as but such is life.

Same here. At least when you start using the walk assist mode. I would say that if you keep using it, after a few seconds the power is slightly increased but this is yet a thing to be confirmed. Anyway, I wonder if it would be possible to have some control over the walk assist mode through MC app, just like you change power levels in Eco, Trail and Turbo modes.

 

[MrSimmo]

Hi mate all good and well down in sunny, well sort of sunny Wales.

First of all, I want to make a very clear statement about the Specialised Levo's I have owned.
Simple really, I love them, I loved my 2017 and I also love both of my 2019 Levo's. For me personally they tick all the boxes that need to be ticked apart from their reliability which has now been addressed on the 2019 model but unfortunately not for the customer base of the 2016, 2017 and 2018 1.2 and 1.3 models.
You are I are fine we both have 2019 year models. However, I have a number of friends on the older models who I have spoken to and they are feeling left out in the cold by Specialed even more so now that Specialised have made the announcement for the 2.1 engines.
To be honest, I would be feeling the same way as every single one of them has had a motor fail on them. Me personally, I had 2 motors fail on my second hand 2017 Levo and the previous owner had a failure before he sold it to me so 3 motor failures in less than 2 years of joint ownership is not good so I can understand their anexity.

Yes, Specialised offer a discounted assisted motor purchase which for me cost £450 for the motor and £50 to fit in 2018 but it is still a big pill to swallow on a bike that had covered less than 900kms at the time on an already replaced motor. By the way the motor failed again less than a year later with 2000km on the clock.
I replaced the 2017 with a 2019 thinkng I would get the much publicised 'improved motor' only to find I was in the same position as before.... failed motor after failed motor.
It is only with people like Chris at Bershire cycles supporting my 2 x 2019 bikes that I still have a Specialised. His customer service has been second to none and Specialized really need to understand how important a role he has played in saving a lot of their customer base from leaving. They owe him more than a couple of beers and I hope they have and are still recognising what he and the people that work for him contribute to Specialized succes in the UK.

I think what would assist these 1.2 and 1.3 owners is for Specialized to engage with Brose to open more doors up for people like @Bearing Man so he can get access to the motor parts he desperately needs at a discounted cost so he can repair the 1.2 and 1.3 motors at a price a lot less than the £500 quoted above. I know for a fact he struggles to get parts to repair his engines. Opening the door to the Brose 'Spare parts bins' will be a huge step forward and be a more cost effective way for the 1.2 qnd 1.3 motor owners to fix their failures. On top of that @Bearing Man will be able to report back to Brose and Specialized with long term analysis of what parts are actually failing.

Agree 100% - If it wasn't for Chris/Berkshire Bikes I would have bought an Orbea, but the after service was what swung it for me. Glad I went Levo though, after many years of other bikes where I constantly upgraded x or y, the Levo for me just works.

Also aftermarket support for the Brose motors would be excellent and much needed, we'll be in a place soon where the 1.x motors keep failing and the cost for replacement will be high meaning I believe we'll see lots of older Levos/Kenevos going on the scrap heap resulting in yet more waste in landfills... I know one can sign up as a Brose dealer which gives access to warranty supply of motors and schematics/service info but not sure if that includes the whitelabel motors for Specialized.

Whats really worrying is we're seeing lots of MY2021 bikes fitted new with motors from 2019. My 2020 (delivered direct from Specialized to Berkshire Bikes in June this year) had a motor which was was 15 months old which I'm led to believe isn't an exception; meaning that there are lots of bikes being sold by Specialized with much older equipment than expected.

I had a motor error flashing light appear on Saturday so hoping when the motor goes pop I'll receive a replacement which is from this year!

 

[Bearing Man]

I think what would assist these 1.2 and 1.3 owners is for Specialized to engage with Brose to open more doors up for people like @Bearing Man so he can get access to the motor parts he desperately needs at a discounted cost so he can repair the 1.2 and 1.3 motors at a price a lot less than the £500 quoted above. I know for a fact he struggles to get parts to repair his engines. Opening the door to the Brose 'Spare parts bins' will be a huge step forward and be a more cost effective way for the 1.2 qnd 1.3 motor owners to fix their failures. On top of that @Bearing Man will be able to report back to Brose and Specialized with long term analysis of what parts are actually failing.

I so hope @Specialized Rider Care are reading this. It would be so simple to supply the few parts I need to keep these older motors going at a reasonable cost.
We have just finished building a custom made workshop in the hope that companies like Specialized start to take notice of what we can do for them and their customers.

 

[wepn]

Since the motors are not yet out of warranty, no market has been developed to service them if Spesh can't or it's too expensive out of Rider Assist.

@Bearing Man I believe can do this, but there's no need at present. I wouldn't worry too much about 10 years time. The bike will look like Triggers Broom by then anyways!!

I very much doubt these will become totally obsolete!

I didn't mean now but yes in 10 years time .Not that difficult for me to buy some Brose drives & store them I guess but the battery could be a problem especially after reports of the Mission Impossible design BMS.

And my Kenevo will never look like a broomstick got it Dave ?

 

[VOOBOY]

@Specialized Rider Care can you tell us when we can expect to be able to do the firmware update over mission control? Bike shops are super busy and it seems to me that this would certainly help owners if it could be done in the comfort of our own homes.I

Just as an update my “helpful” local dealer advised they can do the update but because I didn’t buy the bike from them it’s shop policy to charge £35 per bike. I have 2 bikes so £70 for what may be 15 to 20 mins work? J E JAMES you are having a laugh. @Specialized Rider Care , what’s the official take on this because that’s plain ripping customers off

 

[Manxbiker]

Just as an update my “helpful” local dealer advised they can do the update but because I didn’t buy the bike from them it’s shop policy to charge £35 per bike. I have 2 bikes so £70 for what may be 15 to 20 mins work? J E JAMES you are having a laugh. @Specialized Rider Care , what’s the official take on this because that’s plain ripping customers off

My local bike shop is saying the same, although they haven't come back with a price yet, they just seem to be ignoring me since I told them I didn't get it from them.
Very frustrating when specialized are telling us it is an important update

 

[VOOBOY]

My local bike shop is saying the same, although they haven't come back with a price yet, they just seem to be ignoring me since I told them I didn't get it from them.
Very frustrating when specialized are telling us it is an important update

Very true @Manxbiker, it’s annoying, not the customers fault, we purchased these bikes in good faith. If Specialized deem it necessary to have this update for future motor protection then they should advise their official retailers and E bike service centres to comply, regardless of where the bike was purchased. Bill Specialized for the labour not the customers who simply want to get out and ride with confidence.

 

[Manxbiker]

I'm just worried if anything does go wrong with the motor how I will get it replaced if this is the attitude I'm getting from the only specialized dealer we have here for what is a 15 minute job

 

[dirtmagnet]

I had this email from Rutland.
I don't live anyway near a Rutland shop so this this was a concern.

However, point 4 is interesting - it suggests that the motor firmware update will be an at-home update in the near future.

I hope so as my local Spec dealer hasn't replied to my email.



2. Can I ride my bike whilst I wait to get the software updated?

Yes.

This is not a safety recall. Your bike is still perfectly safe to ride until there is a convenient time when the software can be updated.

3. Tell me more about the warranty changes

Specialized understand that this news may make you concerned about the longevity of your considerable purchase. This is why all affected bikes will now automatically carry a 4-year warranty on their motor from the date of purchase. No documentation other than your original proof of purchase is required.

The warranty remains transferable, should you sell your bike in the future.

4. I cannot get to a Rutland Cycling Store

If you cannot get to a Rutland Cycling store, then first of all I stress the 2nd question above. Secondly, in the not-too-distant future, you will be able to update the software yourself over the mission control app from the comfort of your own home. Whilst I don't have a date for this currently - I will be sending you an update once this becomes available with full instructions.

The other option would be taking your bike to a local Specialized dealer (Map here) however they may charge a labour fee for this which we are unable to cover. The challenges I alluded to earlier with heightened demand in workshops will be felt across the whole country and this option may have a long wait time.

We are sadly not in a position to be offering to collect bikes via courier for the software update to be done.

5. Will this software affect the performance of my bike?

No.

There will be no change in the power, range or feel of your motor. The software change irons out 'ultra-short' spikes of power which were impossible to notice, but could be attributed to the failures of the belt inside the motor.

The only change you will notice is to the walk-assist function which has been reduced in power to comply with recent legislation.

 

[Manxbiker]

I got the same email from Rutland, but specialized have said you won't be able to update from home in future so not sure where Rutland are getting that information from?

 

[dirtmagnet]

I got the same email from Rutland, but specialized have said you won't be able to update from home in future so not sure where Rutland are getting that information from?

I don't know.

Rutland is pretty huge so perhaps they've got some insider plans from Specialized?

Just a guess, but it makes sense, as the greater the number of motors on old firmware means a greater likelihood of warranty claims and expense for Specialized, so it's in their interest to allow everyone to do this.

But my guess is as bad as anybody elses.......

 

[VOOBOY]

I don't know.

Rutland is pretty huge so perhaps they've got some insider plans from Specialized?

Just a guess, but it makes sense, as the greater the number of motors on old firmware means a greater likelihood of warranty claims and expense for Specialized, so it's in their interest to allow everyone to do this.

But my guess is as bad as anybody elses.......

Yep, got same mail from Rutland and have posed that question to @Specialized Rider Care on an earlier post, as yet no comment from them. If it is possible then it HAS to be the way to go for us riders. No issues, no lengthy travelling to bike shops, no local shops trying to rip customers off with
“upgrade” charges. Whilst I think the 4 year warranty is a great move a lack of clarity still exists I feel

 

[VOOBOY]

Nobodys fault, just the fact how the business model is and works, for manufacture and retailer.

Not so sure mate, are you suggesting the motor issues are an “act of god” ??

 

[beutelfuchs]

Called the spezialized store in Chamonix today. Same picture, 35 bucks for the update.
Good job @Specialized Rider Care

 

[Bigtuna00]

For those saying they are being charged for the update, @Specialized Rider Care already addressed this *in this thread*. Put your pitchforks away

 

[beutelfuchs]

What did he address in your opinion? That retailers charge for maintenance not related to the update?
Did you read the comments here? They state that retailers actually "charge for the update while not doing anything else".

But who cares anyways, I'm on the 3rd motor and the 3rd damper, which I finally had to buy myself to get out a wait-weeks-for-another-repair-cycle, so its not that I am expecting anything from this company.

Btw fun fact: The mech advised and warned me that the update will lower performance and that I should revise the MC settings after to keep riding as usual.