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This is a great discussion and exactly what this forum was set up for!!! In particular, thanks again to Paul for his contribution.
We could try swapping Dominic’s controller but I would be astonished if that was the issue. The controllers are all factory set to the same settings.
As we have discussed directly, I suspect Dominic’s range issues are related entirely to terrain (perhaps exacerbated by the recent cold snap). There seems to be remarkably little research in respect of the effect of hills on EV range but I suspect that going up a steep slope does not take twice as much juice but perhaps five, or even ten times as much as driving on the flat.
This is why we state in out T&Cs “Please note that the range of electric vehicles is dependent on a number of factors including body weight, terrain, wind speed and tyre pressures and the maximum ranges quoted can by no means be guaranteed. In truth, the only way to be sure that a bike will accomplish a particular journey is to try it.”
If customers have a specific journey they are buying the bike for they should test it out on delivery. If it is not suitable they have the option, under the Distance Selling Regulations, to return the bike within a week of delivery. As Dominic is aware, we are working to give him a trial with the new City bike and hopefully that will solve his problems.