My bike had a connector issue inside the battery that prevented a full 100% charge. It took us like 1 year to find this issue so basically the bike wasn't balanced for at least a year.
To give some credit to my dealer, this issue is very rare and couldn't be found easily. There's no special error code and the main symptom was that the bike shut off. It only happened 2 times in one year. First time, we thought it was a firmware issue and i thought it was resolved. When i was "balancing" my battery i wasn't to worried to see 98% the next morning and thought i had lost 2% overnight so i thought i was doing the right thing
The second time the bike shut off, i couldn't even charge DC so that why we did some freeze frame and send them to the factory. Then Energica Italy took control of the bike and runs a bunch of test, we made some also and they found that my issue was hardware related and that i was a very rare connecting issue inside the battery. That explain why they flew 3 techs from italy to fix it instead of changing the battery pack. I can't blame my dealer, he's great and this issue is so specific that he couldn't find it "alone"
About the dealers and balancing, most of them aren't aware that the bike shut down after 1h even if it's unbalanced. As us, they thought they were doing the right thing just by putting it on charge without limit every now and then.
For exemple, when the guys from energica explained this to my dealer, he put the demo Ribelle to the test and had to do 4 cycles do reach 100%
Again, for me the fact that the bike shut off after 1h even if balancing isn't done is a bad design choice and the fact that even the dealers aren't aware of it isn't really clever.
However, despite this, i'm still amazed by the level of customer service from my dealer and Energica. They put a lot of effort to find the issue, once they found out what it was, they flew the week after from italy to fix it so ok there's sometimes some issues or mistake but they care of them.
