Bob Orbea Rise
Member
My 2022 Orbea rise rs motor failed just before Xmas. E010 on screen refused to assist. Water ingress through the crank spindle seals and eventually seized. Don’t wash it on its side
Took it to lbs after place of purchase confirmed shipping charges unavoidable and lbs also confirmed £25 for a diagnostic which only showed the same error codes as on the app. Then wanted £50 to remove the motor, and another £25 to send it off to Madison who might not accept the warranty anyway
Bugger that, took the bike off them and took the motor out then dropped into Madison myself as I’m local to them. Bike shop said you can’t take it to Madison they are not customer facing, and they are right, but Maddison were very helpful, confirming that visually the motor was not abused (eg no hole in the case) , clean, and was indeed seized solid through worn out spindle seals. Checking proof and date of purchase immediately confirmed they would replace the seized motor under warranty with a new motor complete with another 2 year warranty on that. Even though my motor was in its third year.
They did say the warranty paper work MUST come from a dealer however, that’s just the ways it’s set up. So back to the bike shop, they did the paperwork by email, complete turn around in attitude as well, and rang two working days later to say I had a new motor. Fitted that night back in the trail. Awsome
and not a penny spent
Thank you Madison.
I might be a bit cynical here, but the process did not seem transparent to me. The lbs could charge what it wants and seemed very keen to do so, and I didn’t see any reason why they couldn’t charge me for the new motor if they wanted, if I’d put the whole process through them. I mean who’s to know? Anyone been through a bike shop for failed motor? Was it transparent? Did you trust them? I know I didn’t
But anyway mustn’t grumble, very pleased with service from Madison if a little unconventional on my part
Took it to lbs after place of purchase confirmed shipping charges unavoidable and lbs also confirmed £25 for a diagnostic which only showed the same error codes as on the app. Then wanted £50 to remove the motor, and another £25 to send it off to Madison who might not accept the warranty anyway
Bugger that, took the bike off them and took the motor out then dropped into Madison myself as I’m local to them. Bike shop said you can’t take it to Madison they are not customer facing, and they are right, but Maddison were very helpful, confirming that visually the motor was not abused (eg no hole in the case) , clean, and was indeed seized solid through worn out spindle seals. Checking proof and date of purchase immediately confirmed they would replace the seized motor under warranty with a new motor complete with another 2 year warranty on that. Even though my motor was in its third year.
They did say the warranty paper work MUST come from a dealer however, that’s just the ways it’s set up. So back to the bike shop, they did the paperwork by email, complete turn around in attitude as well, and rang two working days later to say I had a new motor. Fitted that night back in the trail. Awsome
and not a penny spent Thank you Madison.
I might be a bit cynical here, but the process did not seem transparent to me. The lbs could charge what it wants and seemed very keen to do so, and I didn’t see any reason why they couldn’t charge me for the new motor if they wanted, if I’d put the whole process through them. I mean who’s to know? Anyone been through a bike shop for failed motor? Was it transparent? Did you trust them? I know I didn’t
But anyway mustn’t grumble, very pleased with service from Madison if a little unconventional on my part
