Known Issues & Problems with Haibike Products + Help, Solutions & Fixes

Jeff Perlmutter

New Member
No ebike is perfect, this is a thread dedicated to sharing known issues or problems with electric bikes from Haibike as well as any help and solutions you know of. Sometimes that means a DIY fix and other times it can mean a recall, software update or part replacement by a dealer.

Please be respectful and constructive with feedback, this is not a space for hate speech. In many cases, representatives from the company will see feedback and use it to improve their product. In the end, the goal is to enjoy riding and help each other go further and be safer.
I noticed there are no comments posted more recent than 2017. Be aware there has been a recent change of ownership in the entity who distributes the Haibike brand in the US. My experience is with the new entity who it appears distributes numerous brands of bikes in the US. I bought a 2018 Haibike 8.0 All Mountain X Duro last year in SLC and like the bike. This is my first e-bike and an expensive purchase at that. Didn't really think about it at the time but when buying a product with newer technology (battery and electric motor) it is critical to buy that product through a manufacturer/US distributor who has good customer service and common replacement parts readily available. When I had questions about battery functionality and availability of warranty replacement of battery still under 2 yr warranty it took 18 days for them to even respond to my emails or phone messages. I moved out of state from where I bought the bike so could not bring it back to the original seller. When contacted that shop and requested a warranty replacement battery they informed me thy did not carry any replacement batteries in stock for Hiabike so the US distributor was the only source. An e-bike is useless when the battery does not work. Living in CHICAGO I have a limited riding season. After waiting a further week between subsequent email exchanges (nobody ever answered the endless hold on the customer service phone number) I was told I could buy a replacement battery for $600.00 plus shipping and handling. They never addressed any warranty claim information. I felt it was important to share feedback about my experience about Haibike for the benefit of those who are evaluating a purchasing decision for an expensive e-bike. There are many choices of brands and models to buy, this is a cool bike but I wish I paid more attention to reviews and feedback about customer service, consumable parts availability and honoring of warranty claims. I am certain I am not the only one who has had issues with the Haibike US distributor!
 
I noticed there are no comments posted more recent than 2017. Be aware there has been a recent change of ownership in the entity who distributes the Haibike brand in the US. My experience is with the new entity who it appears distributes numerous brands of bikes in the US. I bought a 2018 Haibike 8.0 All Mountain X Duro last year in SLC and like the bike. This is my first e-bike and an expensive purchase at that. Didn't really think about it at the time but when buying a product with newer technology (battery and electric motor) it is critical to buy that product through a manufacturer/US distributor who has good customer service and common replacement parts readily available. When I had questions about battery functionality and availability of warranty replacement of battery still under 2 yr warranty it took 18 days for them to even respond to my emails or phone messages. I moved out of state from where I bought the bike so could not bring it back to the original seller. When contacted that shop and requested a warranty replacement battery they informed me thy did not carry any replacement batteries in stock for Hiabike so the US distributor was the only source. An e-bike is useless when the battery does not work. Living in CHICAGO I have a limited riding season. After waiting a further week between subsequent email exchanges (nobody ever answered the endless hold on the customer service phone number) I was told I could buy a replacement battery for $600.00 plus shipping and handling. They never addressed any warranty claim information. I felt it was important to share feedback about my experience about Haibike for the benefit of those who are evaluating a purchasing decision for an expensive e-bike. There are many choices of brands and models to buy, this is a cool bike but I wish I paid more attention to reviews and feedback about customer service, consumable parts availability and honoring of warranty claims. I am certain I am not the only one who has had issues with the Haibike US distributor!
Jeff, as a Haibike Full FatSix owner, this non-support you speak of bothers me to no end and helps shake my faith in the long term viability of Haibike in the US if they can't be bothered to help their customers when a warranty issue crops up. It was just yesterday I commented on a person's Surface 604 thread, where he was experiencing similar non-running issues. Service after the sale and warranty integrity is going to be a big bug-a-boo for the ebike industry; one they best wake up to soon if they wish to keep growing market share within the US bike industry.

You speak of buying the bike in "SLC". I've no idea what that means. Your issue to me right now appears to be the shop you bought your bike from. I've no experience in warranty repairs nor do I now or ever worked in a bike shop or within the industry. I just like riding my bike!

That shop is the point of contact to the US distributor, not you. Their feet should be held to the fire. It appears they just washed your hands of you and left you to your own devices. And let me say that I cannot imagine any shop giving up a battery such as the Yamaha one, go to a customer without checking the battery, first; for themselves and sending it back for a warranty replacement. From everything I've read and personally experienced with the Yamaha e-drive systems is that they are bullet proof, dead reliable. As a Haibike owner, I wish to stay in your loop about what the final outcome to your situation is going to be; whether people stand up for their product or if they choose to leave you hanging out to dry.

Your Haibike should have come along with a Haibike owners manual and a separate Yamaha ebike drive manual. Do you have them? If not, here is a link to download a very thorough Yamaha service manual for their ebike systems, including a very thorough battery section with checks you can make on your own to determine the status of your battery. This download is much more in depth then what came with my Haibike and what should have accompanied yours. Link: https://www.manualslib.com/manual/975488/Yamaha-X94-Series.html#manual

Did your bike ever function properly in the first place? Did it charge fully on the Yamaha charger? Did you ever drop it? (sorry, have to ask!). Is the speed sensor on the spokes (or is it in the rear brake rotor on your newer Haibike) in place and in line with the sensor? Good battery in the readout display? Wire runs from the display to the controller, down to the motor intact and not cut? How is the charger? Does it light up when you plug into your battery? Is the green light on when connected to the battery?

This summer, I purchased on 2 separate occassions, 2 500wh batteries to supplement my original 400wh battery. Right out of the box, they went on my charger, the charger did it's thing and bit by bit, each red light on the battery came on until she was fully charged and the bms shut the charging down. No problems or issues, 2 different vendors. This edrive system is about the most bulletproof one on the market and your issue seems to be the rare, but unfortunate one to have to go through.

Keep us advised, I want to know how this works out for you. That is a great bike you have there and I have confidence this glitch will get fixed and put in your rear view mirror!
 

LimboJim

Well-Known Member
I lost faith in Haibike USA in 2017; they've seemed to be 99% sales oriented and 1% service in my experience. They've had at least two total shakeups in their brass, plus two HQ relocations since 2015. First they were grouped with iZip, Raleigh Electric and a few others, then they were separate, now back under Raleigh (I think).

I contacted one former exec privately last year, and got the impression that the parent company pushed for big-box outlets (Dick's etc), which failed but Haibike already made a bunch of US-specced models. No doubt there's been a glut of prior-year models available at discounts well into the following year the past couple years.

Last year they started selling direct to consumers via their website, but it's not just customer service they seem to lack. I know of at least two bike shops that have bailed on Haibike because dealer support was non-existent. I have to believe they'll be out of the US market in the next few years.

Ebike companies that stand behind their products are the ones that will still be around in 5-10 years. Hopefully!
 

MrBob

New Member
I noticed there are no comments posted more recent than 2017. Be aware there has been a recent change of ownership in the entity who distributes the Haibike brand in the US. My experience is with the new entity who it appears distributes numerous brands of bikes in the US. I bought a 2018 Haibike 8.0 All Mountain X Duro last year in SLC and like the bike. This is my first e-bike and an expensive purchase at that. Didn't really think about it at the time but when buying a product with newer technology (battery and electric motor) it is critical to buy that product through a manufacturer/US distributor who has good customer service and common replacement parts readily available. When I had questions about battery functionality and availability of warranty replacement of battery still under 2 yr warranty it took 18 days for them to even respond to my emails or phone messages. I moved out of state from where I bought the bike so could not bring it back to the original seller. When contacted that shop and requested a warranty replacement battery they informed me thy did not carry any replacement batteries in stock for Hiabike so the US distributor was the only source. An e-bike is useless when the battery does not work. Living in CHICAGO I have a limited riding season. After waiting a further week between subsequent email exchanges (nobody ever answered the endless hold on the customer service phone number) I was told I could buy a replacement battery for $600.00 plus shipping and handling. They never addressed any warranty claim information. I felt it was important to share feedback about my experience about Haibike for the benefit of those who are evaluating a purchasing decision for an expensive e-bike. There are many choices of brands and models to buy, this is a cool bike but I wish I paid more attention to reviews and feedback about customer service, consumable parts availability and honoring of warranty claims. I am certain I am not the only one who has had issues with the Haibike US distributor!
My kickstand developed a small crack at one of the bolt holes. I emailed Haibike and they reached out to a bicycle shop in San Francisco, who in turn shipped a replacement kickstand in pretty short order. The bicycle shop followed up with me, though I bought the bike in Colorado.
I was pretty impressed with the service provided by these guys: https://www.motostrano.com/
 

Jeff Perlmutter

New Member
I lost faith in Haibike USA in 2017; they've seemed to be 99% sales oriented and 1% service in my experience. They've had at least two total shakeups in their brass, plus two HQ relocations since 2015. First they were grouped with iZip, Raleigh Electric and a few others, then they were separate, now back under Raleigh (I think).

I contacted one former exec privately last year, and got the impression that the parent company pushed for big-box outlets (Dick's etc), which failed but Haibike already made a bunch of US-specced models. No doubt there's been a glut of prior-year models available at discounts well into the following year the past couple years.

Last year they started selling direct to consumers via their website, but it's not just customer service they seem to lack. I know of at least two bike shops that have bailed on Haibike because dealer support was non-existent. I have to believe they'll be out of the US market in the next few years.

Ebike companies that stand behind their products are the ones that will still be around in 5-10 years. Hopefully!
Thanks for your post.
As mentioned this was my first E-bike and unfortunately never got complete owners manual info from shop in Salt Lake City where purchased new. Absent that and with perceived battery issues is why I attempted to contact US Distributor. I was blown away with their lack of customer support. Nobody to answer customer support telephone #. I made numerous attempt to make contact... they finally responded to my initial Email 18 days later and never a reply to my telephone messages. Irony was that my issue was user error but never got through to a company representative to describe to me. Ended up learning answer on random blog. I dodged a bullet this time with no help from Haibike. My confidence in the after sales support is non existing!!
Nice bike and battery works fine now but would love to sell it cheap to anyone who doesn’t care about product support!!!
I'm interested in learning which drive system and whether you contacted Bosch or Yamaha directly .
Yamaha drive system. No I did not attempt to contact Yamaha. Battery was under warranty from Haibike. Turns out I figured out my issue with charging the battery on my own. With no thanks to Haibike US distributor.
 
Thanks for your post.
As mentioned this was my first E-bike and unfortunately never got complete owners manual info from shop in Salt Lake City where purchased new. Absent that and with perceived battery issues is why I attempted to contact US Distributor. I was blown away with their lack of customer support. Nobody to answer customer support telephone #. I made numerous attempt to make contact... they finally responded to my initial Email 18 days later and never a reply to my telephone messages. Irony was that my issue was user error but never got through to a company representative to describe to me. Ended up learning answer on random blog. I dodged a bullet this time with no help from Haibike. My confidence in the after sales support is non existing!!
Nice bike and battery works fine now but would love to sell it cheap to anyone who doesn’t care about product support!!!

Yamaha drive system. No I did not attempt to contact Yamaha. Battery was under warranty from Haibike. Turns out I figured out my issue with charging the battery on my own. With no thanks to Haibike US distributor.


Do tell what you ended up doing.......

I asked ya alot of questions and things to check in Post 103 here, but nothing came back on your end.... Did you take any time to read any of that X94 Service Manual I linked in post 103? Was it any help to you?

The reason I ask is that your problem may crop up for another yamaha e-drive owner. And your fix could help that future ebiker get back on the road again. But it has to be documented here to help someone else!

Now, stop worrying about the state of Haibike's US support. That will fix itself long term when word of mouth, like in your case, or others, get's around. Your Haibike and mine might very well outlast their business model.

Get out there and enjoy that Ebike. You've got the PW-X drive, which has more torque and higher rpm capability then my Full FatSix's PW. Great suspension components; brakes. A superb all around mountain bike; one of the best rated. Electric Bike Action Magazine thought it high enough to make it their Ebike Of The Year. Court loved it in his review on his site here.

Take some photos of your rides and post 'em up here.
 

Brooks

Member
Nothing wrong with Haibike or your Haibike. Operator Error. Any questions, you should pick up the phone and call your Haibike dealer in SLC.
 

bob armani

Well-Known Member
Do tell what you ended up doing.......

I asked ya alot of questions and things to check in Post 103 here, but nothing came back on your end.... Did you take any time to read any of that X94 Service Manual I linked in post 103? Was it any help to you?

The reason I ask is that your problem may crop up for another yamaha e-drive owner. And your fix could help that future ebiker get back on the road again. But it has to be documented here to help someone else!

Now, stop worrying about the state of Haibike's US support. That will fix itself long term when word of mouth, like in your case, or others, get's around. Your Haibike and mine might very well outlast their business model.

Get out there and enjoy that Ebike. You've got the PW-X drive, which has more torque and higher rpm capability then my Full FatSix's PW. Great suspension components; brakes. A superb all around mountain bike; one of the best rated. Electric Bike Action Magazine thought it high enough to make it their Ebike Of The Year. Court loved it in his review on his site here.

Take some photos of your rides and post 'em up here.
I like the way you all have responded to the Haibike USA issue here. It puts me more at ease that we have this forum to help one another. Most grateful to all. This is my first season with my 2018 Haibike Sduro 10.0 Yamaha. This bike is absolutely amazing on all levels. I have over 1000 US miles so far and it really kicks ass and will take anything I put in front of it. I concur with your comments concerning functionality. I have no doubts that the bike will perform well in the coming riding seasons. With all of the Haibikes that have been sold on the US side, it seems that the brand will not just abandon all of its US based customers. That would be just "bad for business" overall. Perhaps we will all need to be a bit more patient and just enjoy them now and be happy and safe riders. BTW-This is my 3rd E-bike and the Haibike is the best performer hands down compared to the others I have owned and tested.
Just a well-oiled machine indeed! ;)