What info we need from youUpdated 8 months ago

To get the process started we'll need:

• An in date proof of purchase (2 years)
• Detailed fault information
•    Any error codes
•    Description off the fault: when it occurs, under what situation
• Videos or photos if you're able to get them
• A diagnostic report of you already have one

For Shimano Steps batteries, we often don't need to physically have them. We will need:

•  the make, model and frame number of the bike
•  a service report PDF from e-tube (where possible) to know how frequently the bike is ridden
•  a photo of the complete battery showing its general physical condition
•  a close-up photo of the battery’s charging port
•  a close-up photo of the battery’s electrical terminals
•  a close-up photo of the battery mount’s electrical terminals
•  photos highlighting any physical damage to the battery
•  a photo of the battery’s serial number
•  a photo of the battery’s LEDs when powered on, not connected to anything
•  a photo of the battery’s LEDs when connected to the bike
•  a photo of the battery’s LEDs when connected to the charger
•  pictures of the estimated range in each assist mode as displayed on the screen when the battery   is at the same level of charge as shown on the service report (for range or performance issues)
•  the name of the recycling company used for lithium-ion batteries