Glad I bought my TW new because if it had been used I woulda thought the gears were messed up. First gear is so low the bike could do without in most situations. Seriously messed up! But no, that's normal and something I'm happy about now after riding the rough stuff. Great for steep rocky hills and/or paddling along with feet extended. Sorry I can't help with your request in person (I'm in Kingman). Good luck getting it sorted.