Broke my 2019 Levo motor today

[Madebyspencer]

Hello y’all!

Today I broke my motor. Feels like a belt in the “transmission” part of the motor has snapped.

There is no power that is distributed to the wheel.

I am in California and contacted Specialized Rider Care from the trail via phone. They picked up the first ring and gave me all the instructions to go to my lbs for my warranty claim. I will be going to my lbs tomorrow and will update this thread as the warranty process continues.

I must say this is why I loved specialized and have no problem paying a premium for their ebikes. I believe the Ebike industry is still much in its infancy and it is great to have a company with a great warranty behind their product.

Here is a video of the broken motor:

Remember ride more trials for me while mines out of commission!

 

[dirt huffer]

Were you riding up a super steep incline?

 

[TheBikePilot]

Wow that sounds baaaad! First time I have heard that noise...

 

[Madebyspencer]

Not at all! Maybe 3% incline. Had been riding for about an hour. No hint of it slipping or anything until all of the sudden it just started hissing and delivered no power

Were you riding up a super steep incline?

 

[33red]

I will read this.

 

[MuddyFunster]

Ouch...

Who else thought 'Dentist From Hell' when they heard that?

Good to know Specialized was on the case though, hopefully, you'll be sorted and back on the trails soon

 

[DanDilla]

Exactly like my 18.
out of a sudden, but as soon as I stopped pedaling the motor also turned off, hope they get you a new motor soon!

 

[Webike]

I will read this.

I"ll second that...
It seems odd that Spech wold replace the motor vs having the shop install a new belt, which from what I've seen, doesn't look that hard to do.
Hope you don't have to wait long for the motor/belt.

 

[TheBikePilot]

Spesh claim it back of Brose. You wouldn’t be too happy with a reconditioned busted motor

My dealings with them 3 times have been excellent, needless to say it’s had to go back to the dealer three times with terminal faults in under 6 months ?

 

[33red]

In many areas around the world selling bikes is a season thing. Shops have problems keeping staff so they do good stuff and other stuff, not realy trustable. Well around Montreal, Quebec i am not the only one, opening my SRAM 11 S shifter they could not put it back so they gave me a free rental ordered the part but it was delivered not functioning so it was reordered and i got my bike 12 days later. Shimano and Giant say unbolt and send it to us. Some brag they got 3 free motors but i would not brag about that. First they paid for that motor and even a premium, why? To have more problems?

 

[Utah Rider]

When I bought my 17' Levo XL I quickly bought my wife a 17' Med. That way whenever my bike was down for parts I could ride my wife's. My wife doesn't ride in the winter so I mounted up studded tires on her bike so I could vary my riding terrain without effort. The best thing was having access to a second matching battery for long rides.

 

[escrs]

New motor time, sounds like a belt or gear drive issue

I don't know why every Specialized e bike dealer dosent carry spare motors in stock, my dealer always carries stock of spare motors, batteries, wiring harness etc... and will swap out the motor whilst you wait so your never without your bike for long, even if for some reason he is out of stock of spare motors then he will strip one out of a display bike or drive to Specialized UK and pick one up!

If your in the UK then you cant beat Chris Reilly@Berkshire cycles for best prices and warranty!!!

 

[Peter Hill]

If I ever I find myself buying another Specialised e-bike in the future I would definitely consider getting it from one of the 'key' Concept stores such as Berkshire Cycles as they seem to carry more spares and are able to complete the work quicker. They also seem to be better informed as to the issues that are arising regarding the bikes. My 'LBS' are okay but they didn't have a new motor in stock for my bike, so a two week wait. I do want to support my LBS but they need the backup from Specialised, after all they all selling their bikes!

 

[R120]

New motor time, sounds like a belt or gear drive issue

I don't know why every Specialized e bike dealer dosent carry spare motors in stock, my dealer always carries stock of spare motors, batteries, wiring harness etc... and will swap out the motor whilst you wait so your never without your bike for long, even if for some reason he is out of stock of spare motors then he will strip one out of a display bike or drive to Specialized UK and pick one up!

If your in the UK then you cant beat Chris Reilly@Berkshire cycles for best prices and warranty!!!

I have spoken to a couple of other dealers who say the reason they don't is the like of Berkshire Cycles and a few other essentially order all the spare parts up, meaning its hard for others to get hold of them - apparently its put a few other dealers off carrying on with Specilized e-bikes as they can't provide the back up they want to.

 

[Typewww]

I’ve actually heard a similar sound from mine a few times, though slightly less aggressive. For me it happened during climbs. Same model. Sudden loss of power, whining noise, but not permanent. A little stop and it’s back again.

 

[33red]

When I bought my 17' Levo XL I quickly bought my wife a 17' Med. That way whenever my bike was down for parts I could ride my wife's. My wife doesn't ride in the winter so I mounted up studded tires on her bike so I could vary my riding terrain without effort. The best thing was having access to a second matching battery for long rides.

Does she has a sister? Is she available?

 

[escrs]

I have spoken to a couple of other dealers who say the reason they don't is the like of Berkshire Cycles and a few other essentially order all the spare parts up, meaning its hard for others to get hold of them - apparently its put a few other dealers off carrying on with Specilized e-bikes as they can't provide the back up they want to.

If that's the case then Specialized UK need to make sure they import more motors etc...

Berkshire Cycles have a high turn over of Specialized e bikes so will obviously go through more spares than most but ultimately its the importer/manufacturer who dictates availability

 

[OleBCN]

Does she has a sister? Is she available?

I’ve actually heard a similar sound from mine a few times, though slightly less aggressive. For me it happened during climbs. Same model. Sudden loss of power, whining noise, but not permanent. A little stop and it’s back again.

Had the same until it completely broke. I had it replaced in 3 days at my lbs under warranty.
Second motor is 200 km and ok so far.

 

[Rich-Baillon]

New motor time, sounds like a belt or gear drive issue

I don't know why every Specialized e bike dealer dosent carry spare motors in stock, my dealer always carries stock of spare motors, batteries, wiring harness etc... and will swap out the motor whilst you wait so your never without your bike for long, even if for some reason he is out of stock of spare motors then he will strip one out of a display bike or drive to Specialized UK and pick one up!

If your in the UK then you cant beat Chris Reilly@Berkshire cycles for best prices and warranty!!!

Cant beat a great LBS

 

[escrs]

Cant beat a great LBS

Not even a LBS, its a 1hr 30min drive each way for me, he has customers who travel 4 hours each way becuase they know he is one of the best Specialized dealers in the UK

 

[Madebyspencer]

Hello Everyone,

Sorry for the delay but I have gotten my biked fixed. And actually I have received a brand new bike from Specialized!

Here is the timeline:

• Friday (Day 0): Broke motor
• Saturday (Day 1): Dropped bike off at my LBS "Incycle Bicycles" here in Southern California.
  • They informed me Specialized Warranty department was closed on the weekends, as expected. One thing to note is that while in the shop they were very adamant about asking if I "hacked the bike". Apparently some others before me have busted their motor because of hacking and upon the LBS sending the motor report to Specialized to comply with the warranty claim, they are able to tell and thus the warranty is voided. Luckily I had not so that was not a problem.
• The Next Saturday (Day 7): A week in I had not heard from the bike shop. I had called two days mid week but did not receive any information. I hate to say it but my local bike shop is not the best for customer service but unfortunately they own the Specialized market in my area and always have the new bikes first, thus why I went with them. So I walk in and luckily am able to talk to the gentlemen that I did the week before. He checks the notes on the computer and notices that Specialized had shipped a new bike to the shop on Wednesday because Specialized is currently out of stock of motors. He goes to the back and sure enough a brand new 2019 Levo Comp in beautiful Acid Kiwi comes out with my mud guards, blue pedals, and bell!
  • He then proceeds to tell me that there will be a $500 fee plus shipping of $89 for this replacement. But hold up, I never authorized this! I came in for a warranty claim and upon checking Specialized website there is not information about a deductible.
  • I told them I wasn't going to pay the $500 deductible because because of a manufacture defect and funny enough they removed it (and a little too easily I must say). I agreed to pay the $89 for shipping because I felt great appreciation for them moving all my custom components over and for making the warranty exchange in 7 days.
  • Parts of me hates to say it but this whole $500 + $89 fee that my LBS tried to charge me makes me believe they were trying to pull a fast one. I've looked around the internet for someone will a similar story but I have not found anyone else who has been charged this fee. I have reached out to @Specialized Rider Care via email twice but have not heard a response.

New Plastic around Motor: I apologize if this has already been discussed on this forum but I did notice that my new 2019 Levo has 2 new pieces of plastic to protect the elements from entering the motor. I point them out in the video below. I have been riding this new bike pretty hard for the last 3 weeks and must say that new plastic between my mud guard and motor gives me much better peace of mind.

That's it! Please let me know if you have any questions. And has anyone every heard of being charged for a warranty replacement?

 

[Murch]

Sounds like your shop trying to make an extra profit on service. I do know that unlike the auto industry the bike industry does not pay the shop labor for warranty work.

 

[33red]

Just me but i think they should have paid you 100$ for towing their defect out of the woods and 300$ for renting a replacement. So it is showing a product not ready for wich they are over charging. They made me a good fat but their Ebikes i will not buy.