Hi, Really disappointed in customer service. I invite you to read the mail contact I have whith them. They are really no use at all.. Start reading at the bottom. Hi,  Why don't you answer my questions? -------- Oorspronkelijk bericht -------- Van: "Kseniya (Swytch Bike)" Datum: 11-08-2023 09:38 (GMT+01:00) Aan: lambertus.gitaren@gmail.com Onderwerp: [Swytch Bike] Re: Battery Charge Indicator Light ##- Please type your reply above this line -## Your request (408292) has been updated. To add additional comments, reply to this email. Kseniya (Swytch Bike) 11 Aug 2023, 8:38 am BST Hello Berry    Thank you for getting back to me.   You should not look at the indicator on the battery, you should always look at the indicator on the display and there you can see how much battery you have left.    Please, do not hesitate to contact us again if you need any further assistance.   Kind Regards, Kseniya | Customer Service Advisor | support@swytchbike.com Looking for more information? View our Frequently Asked Questions in our Help Centre lambertus.gitaren@gmail.com 10 Aug 2023, 11:59 am BST Hello, 1 . My tests are made under these conditions. 2 . Support level is at lowest position. 3 . My weight: 83 kg. 4 . Correct tire pressure.  5 . I ride at moderate pace. Enjoying the environment.  6 . Battery is new, as you should know. 7 . See 1 . The test you proposed earlier and was done already 3 times with no significant resistance/noise changes.  And of course,  no this doesn't help me.. Under these conditions and settings I should get realy close to 30 km. No? Every ride I make, I get 15-16 km. then motor stops. Yet I have still 3 green lights on the battery level. Like I told you already 3 times. Do you actually read my posts? Are you actually able, willing, capable, to solve this technical problem? Is there at Swytch someone with the technical knowledge who can help me to solve this problem? Will you please answer these questions and maybe get in touch with the technical support team? Regards Berry  -------- Oorspronkelijk bericht -------- Van: "Kseniya (Swytch Bike)" Datum: 09-08-2023 16:13 (GMT+01:00) Aan: lambertus.gitaren@gmail.com Onderwerp: [Swytch Bike] Re: Battery Charge Indicator Light Kseniya (Swytch Bike) 9 Aug 2023, 3:13 pm BST Hello Berry    There are several reasons why the range of a Swytch kit may be lower than the quoted ranges, which are typically determined through testing under specific conditions. Some factors that can affect the actual range include:   The quoted ranges are often based on ideal conditions, such as flat terrain, moderate temperatures, and no headwinds. In real-world situations, riding uphill, facing strong winds, stopping and starting often, or encountering rough terrain can significantly reduce the range.The quoted ranges assume a certain level of pedalling effort from the rider. If you rely more on the motor and pedal less, the battery will deplete faster, reducing the overall range.The quoted ranges are usually determined with a specific weight in mind, often around 80kg. Carrying additional weight, such as luggage or accessories, or being heavier than the average rider can impact the battery's performance and reduce the range.Proper tire pressure is important for optimal efficiency. Under or over-inflated tires can increase rolling resistance, resulting in higher energy consumption and decreased range.Riding at higher speeds requires more power from the motor, which can lead to faster battery depletion and a reduced range compared to riding at a moderate pace.Over time, lithium-ion batteries can experience a decrease in their capacity, resulting in reduced range. If the battery is older or has been heavily used, it may not provide the same range as when it was new.Extreme temperatures, both hot and cold, can affect battery performance. Very low temperatures, in particular, can temporarily reduce the battery's capacity and limit the range.  It's important to keep in mind that the quoted ranges are meant to provide an estimate under specific conditions and may not perfectly match real-world usage. If you consistently experience a significantly lower range than expected, it may be due to an issue with the controller which can test for. please could you perform the following test:   1 - Disconnect the power pack from the bike. 2 - Spin the wheel backwards, taking particular note of any resistance or noise. 3 - Repeat this with the power pack connected to the bracket.   Let us know if you notice any excessive resistance/noise or any difference with the power pack connected to the bracket, please send a video of this test if you can.   I hope this helps. Please let me know if you have any questions. Kind Regards, Kseniya | Customer Service Advisor | support@swytchbike.com Looking for more information? View our Frequently Asked Questions in our Help Centre lambertus.gitaren@gmail.com 9 Aug 2023, 10:52 am BST Hello, yes OF COURSE the battery was fully charged. What a strange question.  I'm hoping you can propose me a real solution now. I'm starting to lose my patience if you keep asking, no use, questions and propose tests that I allready have done myself. Yes I read de troubleshooting on your website and tried several different settings. In my opinion the handlebar display is malfunctioning.  Maybe it is time to sent me another one so I can try and see if that's the problem.  Or any other part that can cause this particular problem. Regards Berry  -------- Oorspronkelijk bericht -------- Van: "Kseniya (Swytch Bike)" Datum: 09-08-2023 10:43 (GMT+01:00) Aan: lambertus.gitaren@gmail.com Onderwerp: [Swytch Bike] Re: Battery Charge Indicator Light Kseniya (Swytch Bike) 9 Aug 2023, 9:43 am BST Hello Berry    Thank you for getting back to us.   Could you please confirm that the battery was fully charged?    Please, do not hesitate to contact us again if you need any further assistance.   Kind Regards, Kseniya | Customer Service Advisor | support@swytchbike.com Looking for more information? View our Frequently Asked Questions in our Help Centre lambertus.gitaren@gmail.com 8 Aug 2023, 3:27 pm BST Hello, I followed your instructions, did the reset, and performed a test ride.  No luck, nothing changed. It took me almost 17 km. before the engine stopped. My settings. The power level at minimum and the power limit at 60%, I ride in Holland so flat level country. Whith these settings it should give me 30 km of pleasant ride, no? Still, the battery level on de battery itself gives me 3 green lights, but somehow the handlebar indicator overrules and act like the battery is flat.. Regards Berry  -------- Oorspronkelijk bericht -------- Van: "Kseniya (Swytch Bike)" Datum: 08-08-2023 13:19 (GMT+01:00) Aan: lambertus.gitaren@gmail.com Onderwerp: [Swytch Bike] Re: Battery Charge Indicator Light Kseniya (Swytch Bike) 8 Aug 2023, 12:19 pm BST Hello Berry    I'm sorry to hear your Power Pack isn't performing as expected. It is worth noting that the range estimates provided for the power are not a guarantee, and can be affected by many factors such as terrain and elevation throughout your ride. However, let's check everything is set up correctly first.   Start by performing the following tests.   1 - Disconnect the power pack from the bike.     2 - Spin the wheel backwards by hand, taking particular note of any resistance or noise.     3 - Repeat this with the power pack connected to the bracket.     Please let us know if you notice any excessive noise or resistance when spinning the wheel.    If there is no noise or resistance, then, using the correct guide below, please perform a factory reset of your kit, then reselect the correct wheel size and ensure the PAS direction is set to forward.   - Standard/Base Display Instructions (See p.43) - LED Display (turn off then on again) - OLED Display Instructions   Once you have completed these tests, please be sure to pump up your tires to the PSI indicated by the manufacturer and perform a test ride.   We look forward to hearing from you soon.   Have a great day! Kind Regards, Kseniya | Customer Service Advisor | support@swytchbike.com Looking for more information? View our Frequently Asked Questions in our Help Centre lambertus.gitaren@gmail.com 7 Aug 2023, 3:44 pm BST Hello, thank you for the info. The battery should last for 30 km. And it's halfway, 2/3 lights, on the battery after 15 km. This seems correct to me. On the display however, it's empty and motor stops. That's after 15 km. while using the minimum setting for support. This is not cool.. I think maybe there's a software problem, like the system doesn't recognise the bigger battery I have.... Please find me a solution for this problem because the way it's performing now is not at all satisfying.  Regards Berry  -------- Oorspronkelijk bericht -------- Van: "Kseniya (Swytch Bike)" Datum: 07-08-2023 14:38 (GMT+01:00) Aan: lambertus.gitaren@gmail.com Onderwerp: [Swytch Bike] Re: Battery Charge Indicator Light Kseniya (Swytch Bike) 7 Aug 2023, 1:38 pm BST Hi there, thank you for contacting Swytch. The light on your battery is a good indicator of charge level when charging but should not be used to determine the level of charge during your rides. This is because the display will read the level of charge better.    The display and battery read battery power level by the amount of voltage which fluctuates when in use, so sometimes can decrease more under load and can also go back up when not under load. It is also possible that the first light decreases quickly due to the level of charge too, when the first bar may go down very quickly, it may be that it was only charged up very slightly over that bar.  The best way to get an idea of charge is to check your display battery level indicator when you stop at traffic lights or a junction, for example. This is when the voltage will normalise and show the most accurate level of charge.   I hope that makes sense. Please don't hesitate to get in touch should you require further information.   Have a great day! Kind Regards, Kseniya | Customer Service Advisor | support@swytchbike.com Looking for more information? View our Frequently Asked Questions in our Help Centre lambertus.gitaren@gmail.com 5 Aug 2023, 12:30 pm BST Battery level is at 3 (on the battery) battery level is at 1on handlebar switch. Then goes flashing and motor turns off. I continue peddaling then after a while motor turns back on. And so on.. And of course, I keep on peddaling all the time. [G2MVKP-NERP3]