Some questions (and answers) that our retailers already asked -
Why are you focusing on the Specialized 2.1 motor?
Some time ago it came to our attention that we were experiencing a small but unacceptable number of early-life failures with our 2.1 motor systems. Symptoms typically have been a lack/failure of support/drive to the crank whilst the motor continues to spin at high speed.
Why are you offering a 4-year motor warranty to owners of a 2019/20 Turbo Levo and 2020 Kenevo?
A number of affected riders have expressed to us that they are concerned for the longevity of their purchase, we want to speak directly to this concern by offering peace of mind and demonstrating confidence in our products. We’ve made running improvements to 2.1 motors fitted to the latest MY21 bikes and we want to offer the same peace of mind to all existing owners.
Which bikes are covered and how will the 4-year warranty work?
All 2.1 motors fitted to model year 2019/20 Levo & model year 2020 Kenevo bikes immediately carry a 4-year warranty from the date of purchase. No certificate or new warranty document is required, our authorised retailers will base any motor warranty claim on bike serial number.
Is this warranty transferrable if a rider sells the bike?
Absolutely – the rider must pass on their proof of purchase as this is a pre-requisite of all warranty support.
What have you been doing about this and why has it taken so long to identify?
We have worked relentlessly with our motor partner to drive improvements in our 2.1 motors. Although the symptom is typically a failed belt or freewheel, the root-causes are complex - the reality is that continuous improvements have been made to both hardware and firmware in order to improve overall reliability. And we’ll continue to work together with all technology partners to drive meaningful improvements to performance and reliability. Innovation at Specialized will never stop.
What hardware improvements have been made to the 2.1 motor?
Since 2018 when the 2.1 motor was launched, a number of hardware and firmware updates have been made - including steps to reduce operational noise, fitting a stronger belt, updates to the freewheel (sprag clutch) assembly and numerous optimizations to address strength and overall reliability.
When did these hardware improvements go into production?
There has been continuous improvement since the 2.1 motor was launched in 2018 – we’re focused on any field failures to our products and will continue to drive improvements into the future. The most recent hardware changes affecting reliability have been made to motors fitted to MY21 Levo / Kenevo.
What firmware improvements have been made to the 2.1 motor?
Recently we identified an issue with 2.1 motor firmware that has contributed to reduced belt-life. Based on specific riding styles & terrains, some riders have experienced ultra-short periods where torque was significantly higher than component tolerance levels – accelerating belt failure. To address this we’ve released optimized motor firmware that removes these “spikes” without affecting bike performance.
Has the new firmware reduced motor power or changed the riding experience?
Motor power and bike performance is the same as before, torque spikes were too short to be noticed by the rider. The only change riders will notice is to the walk-assist function which has been reduced in power to comply with recent legislation.
When will you release this firmware?
The new firmware was released to all retailers on 28th July. Riders can arrange with retailers to have this firmware installed at their convenience - please do book in advance and bear with retailers during this season of unprecedented demand for bike service.
Why have some riders experienced multiple failure rates?
Whilst the vast majority of riders have experienced no issues at all, some riders have had more than one replacement motor. Our recent focus areas have been riding style, terrain, climate etc to better understand why field failures have occurred, however we know how frustrating this is for our riders and we’re committed to delivering products that meet their expectations.
Will you replace motors proactively?
No - we won’t replace any motor that is working correctly. The vast majority of riders have had no issues and we believe our latest firmware update will bring meaningful reliability improvements.
I use to ride with other levos 2018 and when I engage turbo, it looks like the bike needs more from me than it was before, in same conditions. In other words, it assists less...are you 100% sure that there is no change in turbo power and torque supply?
