Hi All,
I see my name appearing again as a helpful contact! (Yes, I still believe in old fashioned customer service!)
Here is my advice.
Tern have comprehensive and robust processes for fully dealing with these issues.
If it is a service issue, please contact your supplying retailer.
This is also true of warranty and recall issues.
You can find out a lot more here:
for normal service issues:
https://www.ternbicycles.com/support
for recall issues:
https://www.ternbicycles.com/support/product-alerts
If for any reason you find that the normal process is not working for you, you can email contact Tern directly though this link:
https://www.ternbicycles.com/contact
Best wishes,
Mark Bickerton Cyclemotion
UK Representation - Tern Bicycles
P.S. As a last resort if you are not getting anywhere with a bona-fide issue, you are welcome to contact me directly through this forum.