Current Service Issues

For the sake of transparency, Faraday is making it a policy to report all known technical issues to our dealers. Our Service Department will keep this list accurate and up to date. It is our hope that these reports will serve two purposes:

  1. Help keep Faraday dealers better informed on known issues to improve diagnosis accuracy and turnaround time.
  2. To communicate the positive trend Faraday is making towards a goal of <1% warranty replacements. 

We are working hard to resolve all known issues on all current and future productions. In the meantime, we hope that having these current issue descriptions will help our dealers anticipate and identify them in the field. We will continue to send replacement parts in a timely manner to minimize friction and to ensure customer satisfaction. Please contact us if you have any questions.

 

CURRENT ISSUES

Mode Selector E-Ink Display Failure

Models: All Models
Symptom: Splotchy, low contrast E-Ink display
Impacted Units: 10-20%
Resolution: Warranty component

For over a year and a half, Faraday has experienced a high rate of failure on the E-Ink display used for the battery gauge on our mode selector. The symptom involves splotchy and low contrast (difficult to read) display segments, even when the bike is powered on. This appears to be due to delamination of layers within the E-Ink display. We have identified a particular bad batch of E-ink displays that seem to be responsible, and we believe this to be a one-time issue resulting from defective materials. All bikes currently being produced use a newer batch and thus far they show none of the durability issues we have seen over the last 24 months. We will continue to monitor this issue and hope that the elimination of the defective date codes will prove to be the solution to this problem.


Blue LED Bug

Models: All Models
Symptom: Bike does not charge - No Pedal Assist
Impacted Units: 10-15%
Resolution: Leave bike on and unplugged for ten minutes

Faraday’s firmware currently contains a bug that leads to temporary loss of communications in the system. Currently the root cause is unknown but the issue appears to happen randomly, as frequently as once a month. There are two telltale symptoms:

  1. The problem only occurs when the bike is powered from off to on - ie., it does not occur during riding. 
  2. When powering off the bike, observe the circular blue LED around the on/off button. In normal operation, the LED should blink several times when the off button is held, then power off. If the LED fails to blink at all (ie. stays solid) before shutting off, the bug is in progress.

While the bug is in progress neither pedal assist or charging will take place. Power cycling the bike will not eliminate the problem. In almost all (> 98%) cases, the bug must be solved simply by leaving the bike powered on for between 5-10 minutes. It does not matter if the bike is being ridden or not, or what assist mode it is in, so long as it is on and not plugged into a charger. We have an engineer actively investigating this bug and we are working to release a firmware update in the coming months as a permanent solution.

TDCM Bottom Bracket play

Models: 2017 Cortland S, 2017 Porteur S
Symptom: Play in BB after tightening cups to specified torque
Impacted Units: 10-20%
Resolution: Reinstall BB - if issues persist, warranty component

Cortland S bikes and all derailleur Porteur S bikes to-date have shipped with a bottom bracket from the manufacturer TDCM. In some (10-20%) of these bottom brackets, we have experienced poor tolerances leading to mechanical play felt at the cranks. In some cases, proper tightening or re-installation may correct the issue. In others, the play persists. As TDCM has not been proactive in resolving the issue we will moving to a new bottom bracket supplier starting in Q3 2017. Should you experience a TDCM bottom bracket with poor tolerances leading to mechanical play, please contact Faraday and we will a) walk you through the steps for reinstallation and b) provide a warranty part if needed.

Bent Connector Pins

Models: Cortland - WM7G + WM7H, Porteur - WM7B
Symptom: Selector connector pins are not lined up with socket
Impacted Units: Units: 2-5%
Resolution: Straighten bent pins or warranty top tube cable

For bikes with the serial numbers listed above, we have observed bent/damaged pins in the electrical connector mating the mode selector to the bike. This issue has been caused by mis-assembly at the factory leading to pin damage**. The issue is usually identified when the bike defaults to a single assist mode (ie. the selector appears not to function). This is symptomatic of a bad connection between the selector and controller. Further examination usually reveals the arrows on the the mode selector connector are not lined. Careful inspection of the male side of the selector cable (the cable coming out of the base of the head tube) reveals that the pins are twisted, bent, or broken off. Note that this may require very careful inspection and a light (ie. smartphone flashlight) to see. The best case solution is to straighten the pins by gently nudging them with a razor blade or jewelers screwdriver. In extreme cases the pins can break after which the top tube cable needs to be replaced. Process control steps have been taken to eliminate this manufacturing issue on current and future builds. 

**Note that we have also observed pin damage from improper installation by our dealers. Please be sure to train your staff on proper operation of this sensitive electrical connector. The two sides of the connector must first be pushed fully together, using the molded arrows on the connector as a visual guide (the connector is mechanically keyed). Only after being fully pushed together should the locking seal the be screwed closed. Failure to first push the connector together will cause the pins to be bent and damaged. Thanks for your help on this important training point!

RESOLVED ISSUES

Motor controller fusebyte failure

What we refer to as "the fusebyte failure" was a manufacturing programming issue on Revision D and earlier controllers. This manufacturing defect led to the controller firmware becoming corrupted after some period of normal operation (days, weeks, even months). Symptoms involved sporadic controller functionality typically leading to complete controller failure (controller unable to turn on). The issue was resolved in all bikes produced from mid-2016 onwards and is completely eliminated in any bikes from that date forward. Bikes built before that date (which did not have their controller replaced) still risk this latent failure occurring. This is characteristic of five speed Porteur S's and Porteurs with Promax brakes. Should this issue occur, the controller will need to be replaced with an updated version.