Many of you know what all has happened since early last summer when I bought my 350 watt hub motor kit from BionX. At first I loved it even though it topped out at 19 mph instead of the 20 mph they advertise. I did have a problem of the battery not lasting nearly as long as I needed it to, but BionX was good enough to replace the battery with a larger capacity battery free of charge. All was fine for awhile, but then the “pedal assist” mode stopped working and all I had was the hand throttle which was not only a pain to use holding the button on as I rode, but it drained the battery down much quicker than using the pedal assist mode. BionX sent a new replacement motor under warranty, but they sent the wrong motor. This replacement motor lacked the torque (power) the original motor had. It would go 20 mph though which I liked. I complained about the low power, but it pretty much fell on deaf ears thanks to the BionX dealer telling BionX that my unit works properly. I didn’t appreciate that as I know how it worked when I first got it. This dealer didn’t know what he was talking about and wouldn’t listen to me. I talked to both the dealer and BionX about getting a full refund. The dealer said that I would have to pursue that with BionX and BionX said I would have to pursue it with the dealer. After some weeks past I emailed BionX about all of this, but it seemed to fall of deaf ears. I mailed a letter to the CEO/President of BionX explaining everything to him. I asked for his help and told him if BionX continues to ignore me I will have no choice but to contact the Better Business Bureau and file a complaint. BionX never responded back to me so I filed the complaint. BionX had so many days to respond to the BBB about the complaint, but they were silent. Being past the alloted days the BBB contacted BionX again and shortly after I got a phone call from BionX in which I was told BionX wants to resolve this to my satisfaction. I had been saying all along that this replacement motor is not the same motor I had originally, but I was ignored. As far as the dealer was concerned it was the same motor and it worked the way it was suppose to. The phone call from BionX finally got the truth out of them as they admitted that they had sent out the wrong motor … one which was not as powerful. So they sent out what was suppose to be the correct motor and I took my trike back to the dealer for the motors to be exchanged. While at the dealer I took the trike for a test ride and came back very disappointed. It still didn’t have the power of my original motor and the top speed was only 17 mph instead of 20 mph claimed by BionX. A few weeks past by and nothing changed so I emailed BionX requesting a full refund. I received an email reply today saying that the refund is being processed. Once I have the refund in hand and they have their hub motor kit back I will look into getting a different brand as I am sold on having a hub motor with torque sensing pedal assist and manual hand throttle. I will keep you informed of how that goes. Hopefully it will be better than my experience has been with BionX. It is a shame as I really liked the BionX unit. I will miss their display console and handlebar mounted control. They are probably the best of all those in use for e-bikes. I know many people have had no complaints with their BionX systems. I don’t know why I have had all these problems. I sure would have liked for it to work out otherwise. With my expensive but very nice BionX system I was hoping to …
KEEP ON TRIKIN’
update Jan. 16, 2018: I took the BionX system back to the dealer and got the full refund. Now I am looking to see what I will try next. I am definitely sold on having the electric pedal assist system. I loved having it and am anxious to replace it. BTW, getting a different system can be done for half the cost (or even less) of the BionX unit and it will involve a larger size (power) hub motor and a larger capacity battery.
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