Frequently Asked Questions (FAQ)

Discover M Rear Hub Bolt Proactive Replacement Notification

For Authorized IBD Dealers

Here are some common questions and answers that dealers may ask upon receiving the notification:

1. Q: Why are we being asked to upgrade the rear hub bolts on the Discover M?

A: We identified that a subset of Discover M models was built with 8mm rear hub bolts. In some extreme riding conditions, these may not deliver the clamping force as expected.

2. Q: How long does it take to perform the upgrade on a bike?

A: The upgrade will take about 5 to 10 minutes. Along with the upgrade, we’ll also provide a complimentary service, depending on the condition of the bike.

3. Q: When will the replacement kits arrive?

A: The replacement kits will be shipped directly to your store at no cost. By the time you receive the notification email, your kits will already be on the way. Delivery typically takes 7–10 business days, and we’ll keep you updated on the shipping status.

(If you have multiple store locations, feel free to contact us to find out which location we ship to.)

4. Q: How do I perform the upgrade for the rear hub bolts?

A: We will provide you with a Discover M Rear Hub Bolts Replacement SOP, which details the exact procedure. It is critical that all 6 bolts are torqued to 8-10 Nm in a criss-cross pattern. Please review the SOP and ensure your mechanics follow the steps carefully.

5. Q: Do we need to charge customers for this service?

A: No, Velotric will cover the cost of the service. You’ll perform the upgrade and replace the bolts, and we will provide a $120 service credit for each completed upgrade via warranty claims. This process helps enhance your customer relationships while compensating your team for their labor.

6. Q: How do I submit my labor claim for the service credit?

A: To submit a claim, use the Express Service Credit Claims Form.

You just need to include a photo of the frame number.
The form has build-in photo talking function.
You can submit multiple photos at once.
Once submitted, we will process your $120 service credit per frame number to your order-placing account within 15 business days.

7. Q: Do I need to store the bikes until I receive the replacement kits?

A: Yes, temporarily hold the bikes until the upgrade is completed. Once the replacement kits arrive, you can perform the necessary upgrades and return the bikes to your customers.

8. Q: What if I miss the 15 business days for claim submission?

A: It is important to submit claims within the designated timeframe (15 business days) to ensure timely processing. If you experience any issues or delays, please contact us as soon as possible, and we’ll assist you.

9. Q: What should I do if I have technical questions or need assistance with the upgrade?

A: If you have any questions, our technical support team is available. You can reach us at:

Email: b2b.service@velotric.bike
Phone: +1 650-381-1277

Knowledge Center

FAQ - Discover M Rear Hub Bolt Service Campaign (For IBD Dealers)