jedipip - Sorry to hear about your issues with YT / Shimano but maybe you need to adopt a different approach in getting some traction and hopefully resolving the issue to a satisfactory end.Tragically bad news for us YT ‘believers’.
My faultless (until this) and superb 6 month old 1000 mile Decoy went to my LBS (Shimano approved) to diagnose an electrical motor issue in December 2020, speedo jumping to 20mph+ motor cutting out, then kicking in when speed dropped. Unrideable on any hills. Shimano UK got involved as LBS couldn’t diagnose from their software (see from about 19m in Rob’s video, this was my first little worry!). Shimano UK (Madison) did some over-the-phone and internet diagnostics with the LBS plugging the motor and software in directly to their computer and said the motor is at fault, send it to them. So we did. New motor supplied, Shimano asked YT for codes to sync battery, motor and bike. YT refused, despite Shimano UK protestations.
That’s correct. Zero Shimano capability to get the Shimano approved YT battery to work with a brand new E8000 motor. YT wanted the whole bike shipping back to Germany. YT emails have repeatedly stated to me that they DO NOT share any codes with third parties. Shimano are deemed a third party by YT!
YT box used by my LBS, YT postage and courier used, everything was sent to YT in January 2020, 1 month off the trails. Then a long silent wait.
March 8th 2020 YT send my LBS an email saying the frame is damaged and they are certain it was during the courier stage.
View attachment 27373
YT state that the frame is not deemed safe to use and it will cost the customer £1200 for a replacement frame.
Numerous emails, zero escalation within YT, total refusal to copy Markus or Stefan in to the issue and a point blank closing down on any questions regarding why it took 7 weeks to inform of the frame issue, nothing regarding the battery/motor issue. No proof of receipt of bike or contact/photos of the frame, box, damage or courier notes.
Deadlock was reached on Thursday this week (11th March 2020). Despite being overly patient and incredibly polite there is nothing, no goodwill (it’s my second YT bike). Nothing resembling customer service or bike electrical serviceability away from YT exists and I am left with a bike that has cost me £5 per mile to ride, I’ve ridden it for 6 months out of 9 and it is now, according to YT, scrap.
I’ve sent a direct message to Markus the CEO, Shimano UK are escalating within Shimano, the LBS is offering a Trek Rail in exchange for the scrap Decoy. This is why I was using the LBS, they need the business, even if it’s just handling diagnosis and tweaking. I did remind YT Service that the entire brand depends on its warranty and customer experience and that social media is no friend to a business model when it fails in customer service. That email resulted in a very strict response simply stating ‘if you don’t want to pay for the new frame we shall pack the bike up and send it back’. I’m not even sure the frame will arrive in one piece! It wouldn’t be sensible to send a customer a defective frame back would it?
Anyone got any ideas,? anyone in a position to ‘have a word’?
Anyone want a 6 month old Decoy Pro in black with a brand new motor and no frame?
I’m going to be a social media troll on any YT Decoy post if this sorry tale ends as it looks like it could.
One photo from YT that really helps me out!
EMTB and the forum is possibly the most popular go-to site for sharing the good and frustrating things about our chosen pursuit, as such, Rob has become a man the industry respects for his un-biased reviews of their products, so much so a great deal of them, including YT, invite him to critique their brand and models within it, as such it maybe worth discussing the issue you're experiencing with him, he maybe willing to highlight your issue with someone in authority at YT, as a member he should be willing to take issues on your behalf to YT and they should be willing to listen, I'm not suggesting he should fight your corner but if he values his members and their support of what he does then the occasional dig in the ribs to a company not playing ball should be the least he could do.