Well, just tell them the truth excluding the app. Your case is a clear problem out of itself.
Just send them a solid email without drawing too much conclusions or being angry about it. In my experience they take some time to react, but have been very correct in their answers when you remain calm and polite.
@brongle
I think he means his warranty is expiring in november. We're not all native English speaker (most of us arn't) and not everything translates well
Hello Erwin I have contacted with stark and I have a video call with them today. (Yes really fast service for now). But I´m not happy at all.
That is the mail I sent:
Good afternoon,
I've noticed some strange behavior with my Stark's battery. I'll share my experience with this issue.
First of all, a few months ago I started noticing that charging with the charger seemed to be incomplete and that it was taking a little longer than usual. When it reaches the marked percentage, it stops charging, but a few minutes later it starts charging again, and this happens several times, as if the charge is never complete.
I thought it was just me and didn't give it much importance.
On another occasion, I was doing a leisurely enduro ride, on super dry terrain and at an average speed of 15 km/h. I had completed 28 km, had 17% battery left, and the bike stopped dead, with no connection. After a few minutes, it started working again, and I was able to return home.
When I got home and connected the charger, the bike didn't do anything, didn't react at all, was completely off. I tried pressing the button several times, connecting and disconnecting the charger several times, and finally, after the fifth or sixth attempt, it started charging.
The bike only travels 35 km in light enduro mode, without any acceleration on trails and paths. It averages 15 km/h at 35/40 hp.
Another thing I've noticed is that the bike consumes a lot of battery power itself. I charge the battery to 100%, leave it unused in the garage for two weeks, and when I check the battery percentage again, it can be around 75%/80%, meaning a 20% loss of charge without doing anything at all.
I hope you answer my question quickly. Thank you very much in advance!.
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I wrote all that in Spanish cause I thought the custormer service will be in spanish. They date me at 22 pm in Spain so I inmediatily think that they are not spanish.
We made the video call; obviously, he wasn't Spanish. He didn't know anything I had written in that email.
He quickly downloaded the data and initially said: the inverter is fine and the battery is also perfect. Then he remained silent for about 20 seconds and began telling me that there might be a cell imbalance problem.
I explained everything I had written in the email. To which he replied that everything was normal. Self-consumption is normal, blackouts are normal, and the battery at the top, only at that part, geting extremely hot when charging.
He told me it was true that there was a cell imbalance.
I asked him if it was possible that one or two of the cells was dead, as I had read that this problem has occurred in several models.
He insists they're unbalanced, but doesn't answer my question and gives me the following guidelines:
Charge the bike to 100%, discharge it to below 20%, and charge it back to 100%. After that, he should contact them again.
I tell him it's fine, but this is my usual usage, and I don't see much point in it since, as I mentioned, the bike only rides on very gentle enduros for more than 30 km.
Sorry for writing such long posts. Please let me know your opinion. I think they're going to avoid replacing the battery when it's obviously broken.
They did accept your battery replacement, right? Do you know if they'll send you the newer version with 7.5 kWh?
