I bought my bike through a company cycle to work initiative. I've had it for less than a month, and a problem has arisen. There's a clunking sound with every pedal revolution, and I can feel vibrations in my foot. I reached out to the support team, who asked for proof of purchase, which I provided. They requested a video of the noise, but that's not feasible since it only occurs under load, like when going uphill, along with a photo of the motor's QR code. I suspect the issue is with the bottom bracket, not the motor. Later, I received an email from a different representative stating that I need to return it to the original seller for repair by a skilled mechanic. I clarified that there’s no physical shop involved, just the cycle to work program through my employer. They insisted that the company is responsible, as they only handle orders with various bike manufacturers. What should be a straightforward process has turned complicated; the bike is defective, and if this isn't resolved, I will have to return it to the company.
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