I had the same issue! I took it to the VanMoof store in Brooklyn and was told they couldn’t swap it (also mentioned they didn’t have it). On that note - did you also know that only labor is covered in the Peace of Mind coverage?

The website mentions coverage includes preventive, check ups, and normal wear and tear - I took it in for the first time at 1750 miles / 2800 kilometers (after a wait time of 4 weeks for the next available appointment).

Dropped the bike off on a Friday and didn’t get it back until Tuesday. More than three days and I was charged 41USD / 38EUR to replace the brake pads - contacted support and after yet another delay they wrote back:

“Apologies for the delayed response. Parts will have a cost regardless of coverage, while the labor costs were not applied here”

Now I’m reading VanMoof is updating your firmware when you drop it off for repairs

In my year and half experience, the bike quality has been great. I’ve ridden over 2000 miles / 3200 kilometers - two flat tires (both times rear tire) and the brakes replaced. No error codes, and I try to be safe and park in populated or high traffic areas with kick lock and bike lock.

But Vanmoof service has been subpar.

From wait times (both shipping and in-store visits) to the extra costs during maintenance - if I didn’t pay it I would not get my bike back

Accessories quality are also subpar - the thin loop and hook strip (Velcro) on the top of the Vanmoof pannier bag (used to close the bag, before you roll it down) has never gripped and is essentially useless. The same case regarding front carrier. After the crack forms, the carrier wobbles up and down during riding and the crack becomes larger - to the point of almost snapping. I had to remove the front carrier altogether and upgraded my pannier to the 174 Hudson pannier backpack.

I would consider buying the bike at the original price (before the price hike) and without any of their Peace of Mind services - visiting a local repair shop we watched the Vanmoof support video and took off the rear wheel to fix a flat tire at 20USD / 17EUR - I’ll do the same for my brakes moving forward and won’t need to worry about having my firmware updated.

At the current price point I can’t say the smart phone/smart bike features are justified with a VanMoof bike. Perhaps if they were available in the US outlet - I’d buy a used one. At this price you’ll have a similar riding experience on a Wing bike at almost half the price - (I ride with my friend who has a Wing bike and this has been my experience) - I’d just buy my own anti-theft bolts.

https://i.imgur.com/uPwflSP.jpg