@benoleary, you are not the only one, I know your message was from 9 months ago but I am having issues with my Model 18 and been emailing for 2 weeks, was told on the phone they are an internet company and do not deal with customers on the phone. Very slow responding to emails and their advice to fix my issue is to remove the chain from my bike (issue with flywheel grinding sticking). Eventually said that they would look at the bike when in the area but that is like how long is a piece of string! Had a good experience from them when I bought the bike just over a year ago but I guess that is because I was spending money with them but now I have issues they don’t want to know.
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