I volunteer at the same co-op as Richard and I'd like to add that the customer probably bought the e-bike on the internet and then wants us to figure out how to fix it. This is not an economically logical proposition. Take it back to the people you bought it from. If you bought it from China, call the guy in China. I'm sure he'll be right over.

For me, keeping old steel bikes on the road is fun (mostly). Fixing Bicycle Shaped Objects that rely on relatively standardized technology is tolerable. Trying to make disposable electronic trash work properly is not fun and I'm not going to do it for any rate that a co-op can pay me.

Point being that the economics of co-ops are not really free market economics and the customer is not always right (unless they are willing and able to pay market rates for service, which they generally are not or they wouldn't have come to the co-op). You have to find a balance between the need of the consumer, ability to pay, and willingness of volunteers or underpaid employees to do the work . I hope the OP's co-op figures out what to do. It seems like they have a lot of potential resources.