August 17, 2020

VOLUNTARY RECALL ALERT

Pedego is a fun company, but we take product safety very seriously. We conduct extensive testing to ensure that our products meet all global industry and regulatory standards.

We have identified a risk caused by an electrical cable on certain Pedego models produced between January 2018 and June 2019. It’s possible for wear and/or corrosion (commonly known as fretting) of a cable connection to occur and cause the bike to momentarily accelerate on its own, posing a potential fall hazard.

Pedego will be announcing a voluntary recall in cooperation with the U.S. Consumer Product Safety Commission (CPSC) and Health Canada in the near future. You can see the draft consumer alert here: https://www.dropbox.com/s/m80vc9zd2jz9wiy/Recall-Alert.pdf (Note: The toll free phone number will not work until September 1st.)

The following models produced between January 2018 and June 2019 may be affected:

Interceptor (Including Platinum Edition)
City Commuter (Including Mid Drive Edition and Black Edition)
Boomerang Plus
Ridge Rider
Trail Tracker (Including Gorilla Edition)
Stretch (Including Dual Drive Edition)

A visual inspection of the cables near the handlebars can determine if a bike is affected. See photos below for reference.

Not Safe – Being Recalled:

  • Round cylinder shape
  • Labeled with numbers & arrows
Not Safe – Being Recalled:

  • Round cylinder shape
  • Labeled “JULET”
Safe to Use:

  • Labeled “YLS”
  • Octagon shape with 8 flat sides
  • Tapered design

As a current or former Pedego dealer, you have certain responsibilities in this matter. Please read this entire notice carefully to understand your role in ensuring the safety of all Pedego customers. 

WHAT TO DO:

Step 1: Discontinue Use

Stop using any affected product(s) immediately. You can request replacement cable(s) for any existing inventory or rental bikes still in service. Please email orders@pedego.com with a list of the affected bikes including the model, size, and serial number to get the correct cable(s). The old cable(s) can be sent to Stericycle later for labor reimbursement.

Any existing inventory of extra cables should not be used. These cables will be replaced free of charge in 1-2 months. Extra cables for dealer inventory may not be ordered at this time.

Step 2: Provide Customer Contact Information

Provide Pedego with complete contact information including name, email, and mailing address for all customers that purchased Pedego bikes from January 2018 through August 2020. This information is critically important to the success of the corrective action plan, and it is your responsibility to provide it in a timely manner.

Please use this template: https://www.dropbox.com/s/w74o8d3ocy2tcrc/SRCL-Template.xls and e-mail contacts to orderscad@pedegocanada.ca by the deadline of August 27th, 2020. Contacts sent without using the template can not be accepted. This information will be kept confidential and will be used by Stericycle for recall purposes only.

Once your contact information has been received, you’ll be sent a recall starter kit including a recall notification poster.

Step 3: Display Poster

Print and display the recall notification poster in your store for 120 days beginning on September 1st, 2020 ending on December 30th, 2020. Download the poster here: https://www.dropbox.com/s/3tgx10hjxvnu6ls/Recall-Poster.pdf?dl=0 (Note: The toll free phone number will not work until September 1st.)

Step 4: Replace and Return Cables

Pedego has partnered with recall experts Stericycle Inc. to help us effectively notify consumers on how to identify the bikes that need corrective action and how to take advantage of the corrective action plan. Stericycle will provide a web interface, professional telephone agents and send all the necessary communications via email and postal services.

Once a customer has determined that their bike is affected here are the steps that will occur:

  1. The customer will be given a unique claim ID# by Stericycle.
  2. The customer will provide the dealer with their claim ID# and schedule an appointment to have their cable replaced.
  3. The dealer will send the claim ID# along with the model and size information of the bike to orders@pedego.com in order to receive the required cable.
  4. The dealer will replace the cable without charging the customer.
  5. The dealer will mail the old cable to Stericycle. (See return instructions below)
  6. Stericycle will mail the dealer a $35 check for each returned cable.

Return Instructions:

Dealers are only required to return the junction box used to identify affected cables (see photos above). The rest of the cable may be cut off and discarded. Please make sure that the return name address information is complete and correct because this is the information used for payment. Returns must be mailed to the address below:

Stericycle Inc.

2670 Executive Drive Ste. A

Indianapolis, IN 46241

C/O: Event 4182 Pedego