Customer service failure

[Mr. Whippy]

Maybe someone at Luna Cycle will address this. I ordered my 3rd middrive kit (this one a BBS02) at the end of May. The kit did not come in the standard Luna box and the motor didn't have the Luna Cycle sticker on it. As I assembled the bike, it was clear I did not have enough connectors for the brakes and the gear sensor AND there was no Y splitter in the kit. Also, the speedo sensor isn't working correctly--it's always lit, although I can shut it off with a magnet, when the wheel magnet goes past, it turns on again and stays on. The speedometer and odometer register 0 continuously.

I contacted support and sent a video of the speed sensor and also mentioned about the Y splitter for the gear sensor. Luna support asked me to upload it to youtube, which I did (http://youtu.be/nBNNl8LhJvw).

I haven't heard back since. I finally just ordered the parts from California e-bike. I don't want to wait a week to 10 days from now to finish this up for pretty small cost.

Point is, these kits are warrantied. If I can't get follow up for something cheap like a speed sensor or a cable, what chance is there to get a controller or motor replaced under warranty? To me, this should have been done and shipped within a day.

Eric Hicks, the first two kits I ordered (a BBS02 and a BBSHD) were handled perfectly. One had a thumb throttle that was dodgey but you guys solved quickly. Hopefully this is just an oversight.

[Kocho]

I just looked at my sensor and I notice 2 things. First, the flat part of the sensor, where you are touching with the magnet by hand in your video, in my installation is facing towards the wheel - parallel to the magnet on the spoke. Not sure if that matters and which way is correct, but if that flat area is the sensor, then it should be close to the spokes, not away from them and at a right angle up. Second, my sensor light is "on" all the time, except for a brief moment when the magnet on the wheel passes by. My indicated speed on the DPC-14 display seems correct. This is on a BBSHD.

Edit: if you are near Zip code 20814 in MD, we may cross paths on our ebikes soon (hopefully will have my built finished tomorrow, everything seems to function fine, just waiting on some rivnuts for the front of my battery pack to come in the mail tomorrow to finish the install).

[Mr. Whippy]

I'm in the 2 ten twenty :p.

on my other bike, the light is off until the magnet gets close. Then it lights up until the magnet passes and it turns off. I suspect there's a switch that is supposed to be defaulted off, but the magnet pulls it on when it's close. It opens the circuit again when the magnetic field gets weak.

I my case, the switch is defaulted on and only turns off when a opposite pole magnet forces the switch open. Once the magnet closes the switch, it just stays on. (Like a little spring is broken or something)

[moarpower]

I also have a Bafang branded BBS02 from Luna that I recently purchased. They ran out of BBS02 a few weeks back and I'd imagine it was a rush shipment to get stock. No big deal. I don't worry about the branding.

The speed sensor's small red LED light is always on when the bike is. There is nothing wrong with that. I never looked if it shuts off when the magnet passes by but that would be a safe assumption. For what it's worth mine works fine.

(Edit: Please note the above info/assumption is incorrect as seen later on!)

Make sure your alignment is correct. It is not in the video. There is a small + on the flat circle on the speed sensor that needs to align with the magnet when it passes by. Your is facing upward. You can adjust it by loosening the small black self tapping set screw included with the kit to secure it to the mounting bracket.

[Mr. Whippy]

Proof of purchase

[OptimusPrime]

There may have been changes since you bought the first kit. Do you know if they are both BBSO2-A or BBSO2-B? I have a B unit and I can tell you that my sensor light stays on just as Kocho describes above.

I think you have the sensor installed incorrectly and thats why your speedo reads 0.

The newer motors have a separate cable coming directly from the motor for gear sensing, you shouldn't need a Y cable. I fear you were sent an old motor.

-Steve

PS I just looked at your video, that sensor installation is not right, it won't work like that.

[moarpower]

There may have been changes since you bought the first kit. Do you know if they are both BBSO2-A or BBSO2-B? I have a B unit and I can tell you that my sensor light stays on just as Kocho describes above.

I think you have the sensor installed incorrectly and thats why your speedo reads 0.

The newer motors have a separate cable coming directly from the motor for gear sensing, you shouldn't need a Y cable. I fear you were sent an old motor.

-Steve

You can see in the video that it is installed incorrectly. The kit I ordered in late May from this same run was a BBS02-B based on the controller shape/dimensions. I don't recall it having a cable for the gear sensor though. It had connections for everything else included though.

[Mr. Whippy]

There are only 2 brake plugs from the controller. They knew I bought the gear sensor. It should have a splitter in the kit. No question. My other BBS02 kit had 3 yellow brake plugs.

There's only one way to plug in the speed sensor. The fact that when I reset the sensor (off) with a separate magnet and the wheel magnet turns it on when it passes, but the light won't go off after the wheel sensor passes argues against your theory. (Clearly the sensor sees the wheel magnet go by because the wheel magnet turns it back on after reset). Also: it only registers on the speedometer if I reset the sensor after the wheel magnet turns it on --if I constantly reset it with a separate magnet.

[Mr. Whippy]

But really, the problem here is: CUSTOMER SERVICE HASN'T RESPONDED.

[Mr. Whippy]

Also note: I get no display errors

[moarpower]

I have the exact same kit. Your sensor is oriented wrong. That is the first problem to tackle. It may be defective but we won't know until you rotate it 90 degrees to the right.

I can go take a video of my identical kit working if that is evidence enough to prove my theory.

I totally empathize with the customer services problems. Did you try emailing them? I usually get responses within 24 hours and have carried on several pages of dialogue within one day via that method.

[Mr. Whippy]

Please do. My other two kits are installed the same way and display correctly

[moarpower]

Couple quick notes/corrections to my above comments:

1) The light stays when the kit is turned on until the magnet passes by the sensor for the first time.

2) The light blinks with each subsequent rotation (passing of the magnet) but is otherwise off.

3) Your light is turning off when you pass a magnet by it. That is normal. If you swiped that magnet fast enough, speed would display.

4) Your light doesn't turn off unless triggered by a separate magnet because it is not sensing the magnet on your wheel.

5) Again, see the comment about orientation. Turn it 90 degrees to the right. You can see it work below.

Here is your video:

https://youtu.be/SuptK3M1PEQ

[Mr. Whippy]

Couple quick notes/corrections to my above comments:

1) The light stays when the kit is turned on until the magnet passes by the sensor for the first time.

2) The light blinks with each subsequent rotation (passing of the magnet) but is otherwise off.

3) Your light is turning off when you pass a magnet by it. That is normal. If you swiped that magnet fast enough, speed would display.

4) Your light doesn't turn off unless triggered by a separate magnet because it is not sensing the magnet on your wheel.

5) Again, see the comment about orientation. Turn it 90 degrees to the right. You can see it work below.

Here is your video:

https://youtu.be/SuptK3M1PEQ

Thanks!

I went out and tested my first BBS02. You are absolutely correct. I then tested my BBSHD. On that bike, the light is off until the magnet is next to the sensor.

So, I realigned the sensor to nearly parallel to the wheel and the speedo now works. I never noticed the BBS02 and BBSHD work differently wrt the speedo.

Still no Y cable and still no response from Luna Customer service however.


Thank you for the help moarpower. That's one step closer to finishing the build.

[Kocho]

Interesting, apparently, some sensor lights are constant on and only turn off when the wheel magnet passes by. And some are constant off and only turn on for a moment when the magnet passes. On mine:

1. System off, sensor light off.
2. System on, sensor light off.
3. The first time the magnet passes by, the sensor light comes on and stays on.
4. At each subsequent passing of the magnet, the light shuts off for a split second while the magnet is near then comes back on.

The above happens regardless of whether I use PAS , throttle, or rotate the wheel by hand without using the pedals (like coasting)

Hope Luna will resolve your cabling issues. I think they list a phone somewhere on the web site. And try to submit a trouble ticket too, not just email (in case email gets lost somehow - you should be getting very quickly an auto-reply email that they have received your email, if not, your email is not getting through)