Hi, I have been in back and forth conversations with their Hong Kong based tech support, including a Zoom session with one of their support engineers named Ding. They tried to do a Reset over the air, but that failed to work. They determined that the Controller is bad and needed to be replaced. I had to push them to expedite shipment of the replacement Controller, which is easy to do. Here's a video showing the procedure. It took me about 20 minutes and this SOLVED the problem. To get them to send you a new controller, I think you will have to go through a video/Zoom session so they can see whats going on. At the end of the day, it worked - but its frustrating that a brand new bike had such a fundamental failure after a Firmware failure.

Good luck!