Dear Cargo One rider,
We always aim to deliver bikes you can count on—for every ride, every day. That’s why we’re reaching out with some important news about your Cargo One.
What's the Situation?
Recently, a small number of riders have reported cracks appearing at the weld connecting the structural beam and the battery tray. Continued usage could lead to a frame failure, which could unfortunately result in an accident or injury. Our assessment indicates this is likely due to a production deviation in the frames manufactured under the current design. We want to assure you that we are taking this seriously.
Which Bikes Are Affected?
We've made the decision to voluntarily recall all potentially affected frames. Specifically, this involves Cargo One bikes sold in Europe from March 2024 onwards, with serial numbers ranging from 123600454 to 123601583.
What We Need You to Do
If you own one of these bikes, we kindly ask that you stop riding it for the time being, especially if you notice any signs of damage. For your own safety, please don't attempt any repairs yourself. Instead, simply get in touch with us at support@tenways.com, and we'll personally guide you through the next steps.
What We're Going to Do
We’re committed to making this right. You’ll receive a completely new, upgraded frame at no cost to you. This improved frame features a revised design that reduces production complexity and incorporates enhanced quality control measures to ensure greater structural strength. We’ll arrange a convenient pickup of your bike and cover all transportation and service costs — so you won’t have to worry about a thing.
The entire replacement process will be carried out very soon and completed within the third quarter of this year, and our team will be here to support you every step of the way. As a small token of our gratitude for your trust and patience, we'd also like to offer you a €200 voucher to use on our official website.
How to Reach Out
If you have any questions or concerns, please don't hesitate to email us at support@tenways.com. We're here to help you through this.
We understand how much your bike means to you – it's more than just transportation; it's a part of your daily life. We sincerely apologize for any inconvenience this may cause and truly appreciate your understanding and patience. Your trust is paramount to us, and we will always work hard to earn and keep it.
With sincere care,
Team Tenways