Voluntary Battery Recall FAQs

BATTERY ISSUE

What is the issue with the battery?
​There was an issue with correctly reading the voltage level. This might in rare cases cause overcharging, which over a longer time, could cause a thermal runaway event. A thermal runaway event may cause the battery to self-ignite. As this is an error caused by physical factors, we do not know exactly in which batteries it is present.

Can you still ride the bike?
​You should not be using the bike and we must ask you to stop riding immediately. Additionally, please adhere to the safety precautions published on press.greyp.com, until the battery is replaced. On the affected bikes, it is possible that the voltage level in some batteries might not be read correctly. This might in rare cases cause overcharging.

Are all batteries affected or was it just one?
​As this is an error caused by physical factors, we do not know exactly in which batteries it is present. The safety of our customers is of utmost importance for Greyp. Therefore, we have decided to conduct a voluntary replacement of all battery units sold as a precautionary measure.

What can happen if you decide to ride with the old battery?
​You should not be using the bike and we must ask you to stop riding immediately. Additionally, please adhere to the safety precautions published on press.greyp.com, until the battery is replaced. On the affected bikes, it is possible that the voltage level in some batteries might not be read correctly. This might in rare cases cause overcharging, which over a longer time, could cause a thermal runaway event. A thermal runaway event may cause the battery to self-ignite.

How can you know the same issue won't happen with the new battery?
​The new batteries have been completely redesigned and improved. They will be additionally secured, and we are currently conducting additional testing and certification to make sure the problem doesn’t happen again.
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Despite our warning, you rode the bike the whole time and everything was OK, why should you give it back? Is it possible to keep using it until you get the new one?

You should not be using the bike and we must ask you to stop riding immediately. Additionally, please adhere to the safety precautions published on press.greyp.com, until the battery is replaced. On the affected bikes, it is possible that the voltage level in some batteries might not be read correctly. This might in rare cases cause overcharging.

How many cases of faulty batteries have been detected?
​As this is an error caused by physical factors, we do not know exactly in which batteries it is present. The safety of our customers is of utmost importance for Greyp. Therefore, we have decided to conduct a voluntary recall and replacement of all battery units sold, as a precautionary measure.
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​How does the issue manifest itself on the battery, what is the worst that can happen?
​On the affected bikes, it is possible that the voltage level in some batteries might not be read correctly. This might in rare cases cause overcharging, which over a longer time, could cause a thermal runaway event. A thermal runaway event may cause the battery to self-ignite.
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​What do you have to do to get the replacement battery?
​The production of the new, redesigned, and improved batteries is already running. We will be able to deliver a new unit to you by the beginning of July. (01.07.2022). Please visit https://help-squad.greyp.com/s/battery-replacement , fill in the needed data, and select your benefit. We will make sure that you get the benefit as soon as possible and that we replace your battery as soon as feasible.
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​When will you get the new replacement battery?
​The production of the new, redesigned, and improved batteries is already running. We will be able to deliver a new unit to you by the beginning of July. (01.07.2022).
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​Can you keep your current battery, once you received the new one?
​No, we need to receive proof of recycling your old battery, in order to send you a new one.
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​Will you have to pay for the new battery and the whole procedure?
​No, the replacement will be handled free of charge for you. Greyp Bikes will cover the costs.
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​What is the difference between the current and the new battery?
​The capacity and power will remain the same, however, the new battery will be completely redesigned and improved. It will also come with a new 2-year warranty.
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​Are the battery capacity and power the same?
​Yes, they are the same.
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​Can you use your current battery charger for the new battery?
​Yes, you can use your current charger for the new and improved battery.
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​Are the new battery and the Greyp eBike safe in general?
​Yes, the new battery and Greyp bikes will be safe to use and will adhere to relevant safety standards.

Who can you speak to for more details about the issue?
​You can contact Customer Support [email protected] for more information.
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​BATTERY REPLACEMENT

When exactly can you get back on your Greyp bike?
​The production of the new, redesigned, and improved batteries is already running. We will be able to send a new unit to you by the beginning of July. (01.07.2022). ​
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​Who will cover the delivery costs, how can you pick up the new battery, and within what period?
​Greyp is covering all costs of delivering new batteries. The new battery units will be ready for delivery by the beginning of July.

What about the old battery?
​Please recycle your existing battery pack. You can take the battery to the nearest recycling center where they will issue you a receipt– please note that Greyp Bikes needs to receive this proof in order to deliver the new battery pack.

Will there be anything different with the new battery?
​The new battery will be completely redesigned and improved in the sense that it will be additionally protected from possible damage and will be completely safe. It will also come with a new 2-year warranty.

Will a new battery come with a new battery charger, or will you be able to use the old charger?
​No, you can use your current charger for the new and improved battery.

Will you get a warranty for your new battery?
​Yes, the new and improved battery will come with a 2-year warranty.

How can you dispose of the battery if you do not live in the vicinity of a recycling center and do not own a car to bring it there?
​Reach out to [email protected] and indicate that you need help with recycling your battery. Our team will contact you with needed details.

If you live in a country that does not have a recycling system, how can you dispose of the battery?
​Reach out to [email protected] and indicate that you need help with recycling your battery. Our team will contact you with needed details.

Is there something special that you need to consider when using and charging the new battery?
​Please follow the instructions in the general bike manual available from our website (www.greyp.com).
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RIDER BENEFITS

Until when can you use the benefits?
​There is a validity period for each benefit, you can find it in the “Recall Plan and Rules of Participation” document in the e-mail we sent you.
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​Will you be able to use the benefits as soon as you contact Greyp about the battery replacement or after we receive your battery return certificate?
​You can use the benefits after we receive a certificate from the recycling yard. We will agree on the details with each user individually. As a first step, please fill out the form from the e-mail, and select your preferred option.

Regarding the benefits, what does rent-a-bike mean, do you have any details regarding the timing or brand of the bike?
​The rent-a-bike option offers free bike rentals through a platform of your choice at the value of up to 500 EUR. More details on the validity and availability of this benefit can be found in the “Recall Plan and Rules of Participation” document from the e-mail you received.

Can someone else use these benefits instead?
​No, these benefits are not transferable.

Is it possible to get cash instead of gift certificates and similar benefits?
​No, the benefits cannot be exchanged for a monetary equivalent.

Can you send a confirmation from the recycling center by e-mail or do you have to send it via Post Office?
​You can send it by email or mail, but note this will affect the timing of the benefit redemption process.

If you bought 2 or more Greyp bikes, is it possible to use two benefits?
​Yes, you are entitled to multiple benefits from the list, one for each bike. Please fill in a separate request for each bike on the form we sent you.

If you bought 2 or more Greyp batteries, is it possible to use two benefits?
​No, you are entitled to a single benefit from the list for each bike you own.

In case you want to rent a bike in XY value, but the bike rental costs more, is it possible to get a bigger voucher?
​No, our benefit is set at up to 500 euros. If you wish to rent something more expensive, you will have to cover the additional expenses yourself.

In case the equipment shop does not have a desired choice of goods for you, is it possible to use the same amount in another store?
​No, our benefits apply to vouchers worth up to 500 euros only on the said platform.

Where can you fill in the information in case you have not received an e-mail?
​Please contact us at [email protected] and briefly explain the issue, and we will send you a direct link to the application form.