City 2022 Feedback hub City 2022 Feedback hub

City 2022 Feedback hub

Following deliveries of the first 2,000 units of the Apollo City 2022, we have become aware of a handful of product issues. We are committed to standing behind our products, especially during moments of feedback. This page is dedicated to tracking the aforementioned challenges and communicating solutions as they become available. We will work with our customers and partners to ensure a swift resolution of all the problems, free of charge.

How to use this page

  • Review the list of problems

    Below is a complete list of hardware and software problems we are aware of affecting the performance of City '22. Please review it thoroughly to understand how you might be impacted.

  • Order replacements parts (if needed)

    After identifying what issues you might be experiencing, order any replacement parts for free. Scroll to the bottom of the page and add the required parts to cart. Discount codes should have been communicated to all City '22 customers via email.

  • Apply free shipping coupon

    To ensure this is a free replacement, please use "APOLLO-CITY-KIT" to get free shipping when completing check out for spare parts.

  • Need help with installation?

    The solution to every hardware problem comes with a self-installation video guide. For customers in NYC or LA, free installation appointments at our repair facilities are available. You can find the booking links within the issue dropdowns below.

  • Experiencing a problem not listed?

    If you would like to report an issue we have not mentioned, please do so here. Kindly note, this link is strictly for reporting purposes. To get support from our team, please use the chat pop up on the bottom right side of the screen.

  • Purchased outside of US or Canada?

    Please contact your distributor directly to get support.

  • Need more support?

    Our team is extending chat hours from 9AM to 1AM EST to offer faster support until all customer issues have been resolved. To get in touch, please use the chat pop-up in the bottom right section of the screen.

Hardware

  • "Sticky" Throttle (Safety)

    Explanation

    The issue has been identified as the spring inside the throttle rubbing against casing wall, increasing possibility of breaking. This can cause the throttle to behave normally when being pressed, but upon release, the throttle may not automatically return to its original (not accelerating) position.

    Units Impacted + Incidence Rate
    The current reported incidence rate is 1.8% (updated as of Aug. 25, 2022).

    All units currently in circulation are potentially affected by this.

    All new orders placed for October delivery will come with the newly redesigned throttle, which eliminates the issue entirely.

    How to react if this issue occurs

    If you notice the throttle stays in the "accelerated" position or is slow to return to the original position while riding, you can always disengage it by pressing the re-gen brake throttle. This cuts off the power supply, allowing you to come decelerate safely. The other option is to simply nudge the accelerator throttle back up. This is often enough to allow it to return to its original position.

    Solutions
    Our team has identified two solutions - an interim solution for the current throttle design, and a permanent solution utilizing a new throttle.

    1. Interim solution: adding a washer. Installing the washer reduces the length of the throttle screw, therefore allowing for unrestricted movement of the throttle spring.

    Washers are now available, and can be added to cart for free using the product selector at the bottom of the page.

    Here is a video that explains how to install the washer to prevent the sticking issue:

    Click here to view step-by-step washer installation video

    2. Permanent solution: throttle replacement. The throttle design has been modified to incorporate a stronger spring. The new throttle is designed with a 71% thicker spring and 15% wider casing to prevent any future rubbing. It has been tested over 400,000 times and passed all quality control tests.

    You can pre-order a throttle replacement using the product slider below. Please note that it will start shipping as of September, 10th.

    For customers that live in New York City or Los Angeles, our repair centres will perform the throttle replacement free of charge. Please book your appointment only once you have received the new throttle.

    -New York City:

    Click here to book your NYC installation appointment

    -Los Angeles:

    Click here to book your LA installation appointment

    For all other customers, here is a video that explains how to replace the throttle:

    Click here to view throttle replacement guide

  • Defective chargers (Replacement)

    Explanation Ensuring functioning chargers is part of our ongoing quality control process and standard operating procedure with the factory. Unfortunately, an error was made and the factory sent chargers which are not compatible with North American voltage standards. We recognized this quickly, through feedback from our customers, and have rushed orders to our distribution centres. We have now replenished enough stock to ensure that all customers who have faulty chargers can get a new one 100% free of charge.

    Number of units impacted & incidence rate

    The current reported incidence rate is 28.5% (updated as of Aug. 25, 2022).

    This has impacted all orders placed up to and including Wave 5 shipments:

    City Pro

    -US: all orders placed up to July 12th

    -CAD: all orders placed up to June 30th

    City Reg

    -US: all orders placed up to August 5th

    -CAD: all orders placed up to August 5th

    This issue has now been fixed and should not impact any customers who have ordered after the dates indicated above.

    Solution
    New chargers are in stock. To order your replacement charger, scroll to the bottom of the page, add the charger to cart, and complete checkout.

    Apply the discount code found in the notification email to get free shipping.

  • Loose Folding Mechanism (Maintenance)

    Explanation

    The root cause of this problem is missing Loctite on the folding mechanism screws. It is normal for a folding mechanism to become loose over time as a result of stem vibration, however with Loctite missing, the screws tend to become looser faster. Tightening the folding mechanism screws is part of regular maintenance and the screws will "settle" after the first couple of adjustments.

    Units Impacted + Incidence Rate
    The current reported incidence rate is 0.51%. All City Reg units in circulation could be impacted. No City Pro units in circulation are impacted.

    Solutions We recommend tightening the screws and adding Loctite (red type only) on the adjustment screws and letting it dry for 48 hours.

    Please follow this video guide below for a step-by-step walkthrough of how to tighten your folding mechanism:

    Click here to watch video guide

    To purchase Red Loctite, click on the link below:

    Click here to view the product on Amazon

    We have replaced the screws used in the folding mechanism on all future productions. We are using higher quality screws and adjusting the amount of loctite that is applied.

  • Loose Directional Stem (Maintenance)

    Explanation

    A small percentage of scooters are missing loctite (type of adhesive used in manufacturing) on the main stem nut. This is introducing some play in the stem as the bolt gets loose, especially when turning, causing understeer and oversteer.

    Units Impacted + Incidence Rate
    The current reported incidence rate is 2.1% (updated as of Aug. 25, 2022).

    There are 200 units across models and productions currently in circulation that could be impacted.

    SolutionsCustom spanner wrench tools are available to all affected customers for free. Order yours using the product selector below. Please note we expect to start shipping them out in the first week of September.

    This wrench can be used as part of regular maintenance to ensure this bolt remains tight. Loctite can be applied to ensure that it remains tight and reduces the need to tighten the nut periodically.

    A step-by-step video of how to tighten the nut will be available here when the wrenches begin shipping.

    If you experience looseness in your stem, please also check the "loose folding mechanism" dropdown above to ensure you correctly diagnose the problem.

    We have fixed this issue on all future productions by introducing a custom washer and applying locktite, which will immobilize the direction screw.

  • Loose Kickstand Fin (Maintenance)

    Explanation

    There is a minor issue where some kickstands were delivered with a loose endplate (fin). The kickstand will either fall off, or struggle to support the weight of the scooter and lean too much. The most likely cause of this is that the screws holding the kickstand in place became loose during transportation. This is a quality of life fix and can be accomplished very quickly.

    Units Impacted + Incidence Rate
    The current reported incidence rate is 0.72% (updated as of Aug. 25, 2022). All units in circulation could be impacted.

    Solutions Tighten the screws holding the kickstand to the deck of the scooter. To do so, follow the below link for a step-by-step walkthrough of the process:

    Click here to view video

    Some customers have also suggested the following product that helps stabilize the scooter:

    Click here to view product

  • Front brake/motor cables getting pinched (maintenance)

    Explanation

    There is a possibility of front motor and brake cables passing through the suspension swing arms getting pinched by the suspension spring over time. The most likely cause of this is that through vibration and regular use, the cables shift towards the spring and start rubbing against it. Over time, this can lead to stripped rubber casings and possibly the wires getting severed. Please note that even in the event of the front brake cable becoming severed, upon pressing the brake handle, the electric (regen) brake will still activate and create a braking force.

    Units Impacted + Incidence Rate
    The current reported incidence rate is 1.44% (updated as of Sept. 6, 202)2. All units in circulation could be impacted and we recommend everyone check their unit. A permanent solution has been implemented in all future productions in the form of a dedicated groove in the suspension arm.

    Solutions The motor and brake cables need to be kept away from the suspension spring. This can be easily accomplished with the use of zip-ties. Follow the below link for a step-by-step walkthrough of the process:

    Click here to view video

Software

  • Malfunctioning Odometer

    Explanation

    There is a bug in our controllerโ€™s SDK that is causing the odometer reading to not function properly when set to miles per hour.

    Solutions
    Please use kilometres for now. We are adding the patch to address this issue with the launch of our App V3 in the week of August 29th.

  • Fully Charged Battery Displaying as 96%

    Explanation

    This was originally designed as a way to prolong battery life, by constantly undercharging it to 54V (96%) instead of 54.6V (100%). This seemingly small change can dramatically improve battery health.

    Solutions
    We are adding the patch to change how the charge level is displayed in the app, which will assign a 100% metric to a 54V charge level. This will be part of our App V3 release in the week of August 29th.

Understanding the Apollo App and Limitations

  • Inadvertently Activating "P" Mode

    Explanation

    We have received reports of scooters randomly entering "P" (parking) mode during use.

    The "P" mode can be triggered in two ways:

    1. By turning it on within the Apollo application

    2. By pressing the "power" button five times consecutively

    We believe users attempt to cycle through the various speed modes, accidentally pressing the "power" button 5 times, which triggers P mode to activate while riding.

  • Eco Mode & Flashing Lights

    Explanation

    We have received reports of customers wondering why the front and rear lights automatically turn on when the scooter is in "eco" mode.

    This mode is designed on purpose, also known as "pedestrian" mode, which reduced the top speed to 3.5 MPH and triggers lights to turn on. It is a safety feature required by some EU countries, as it prevents accidental acceleration of the unit while being walked.

  • Scooter does not turn on while charging

    Explanation

    We have received reports of units not turning on while plugged into the charger.

    This is done on purpose to avoid accidentally pressing the throttle and having the scooter accelerate while connected to the wall via the charger.

Policies

  • Returns & Cancellation

    Our regular return policy applies and we do not accept returns of used products. If the scooter remains unused and is within 14 days of delivery, please contact our team to process your return. For cancellations of pre-orders, please contact our support team as well.

    For our full return policy, please click on the link below:

    Click here to view the policy

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