Quote from: Gray Beard on July 06, 2022, 04:59:02 PM
Well I just ordered (2) STs in white for my wife and I this past weekend and I received notice they shipped and will arrive tomorrow.  I'm surprised because I did receive an e-mail stating that living in Charlotte, NC I would see them is 5-6 business days after initial shipment.  Fed Ex tracking shows them coming out of Savannah, GA. I thought they all were shipped out of Seattle???

Regardless, I just found this forum and signed up, and have to say I'm nervous with my decision after reading some of these posts.  Dropping over $4K on what I would consider a luxury item doesn't come easy to me or my wife.  Reading all the reviews on line made me feel like I made a wise choice.  I just pray....

we live in olympia, WA, 60 miles south of Seattle. We ordered a black 5+ and a white one so we could easily tell them apart.  my wife's white one shipped from Seattle and we had it in 2 days. My black one shipped from Georgia and took almost 14 days.
they must have an east coast warehouse.

Quote from: tomkal on July 07, 2022, 06:38:36 PM
Please let us know if the controller replacement was successful. I'm still waiting for my replacement controller ordered on 7/2/22. The harness is on the way but I'll wait until both are here for the replacement. I did a trial run and removed the controller (see attached Photo).
Made in Vietnam, Revision:I, Hopefully you received a different version.

Found that the top battery bracket (with lock) was broken and added this to my service ticket. Haven't heard back. They must be swamped...

B.T.W. have been riding the bike the old fashion way (100% manual) and enjoy it. Get lots of positive comments on the look of the bike.

unfortunately, the controller is on the bike and i didn't take a pic or pay much attention to what they sent me. the bike is working though. the only issue i had is that the connection between the controller and wiring harness was difficult to undo and then it was difficult to get it back together again. i had to wrap it with electrical tape so the connector ends don't vibrate loose.

As for their support, i find it strange that 4 times i called and opted to have them call me back (so i didn't lose my spot in the queue). well, that queue must be very long because i've never been called back. lol

i was really lucky to get through to them when the issue first appeared and got that controller on order right away.

The actual people we've talked to on the support lines when we get to talk to someone have been nice and helpful. I feel badly for them.

Quote from: rjp on July 06, 2022, 03:13:29 PM
You need to use an impact driver to loosen that tight bolt/ screw.

after a 4th unsuccessful try to contact support on the phone, i saw this post and decided it couldn't hurt if i mess up the screw. RAD still has to replace the controller under warranty. i didn't have bit for my impact driver so i took the torx-9 screwdriver and gave it a few good wacks with a hammer and "BINGO", it un-seized and i could continue with the controller replacement.

The positive side to this is that it's good to know your bike and there's no better way to get acquainted with it mechanically than to have to strip it down and put it back together.

The wife is happy, I'm only moderately annoyed with RAD. All good.

Well, Rad had a  new controller delivered to us within 2 days.  I went out and bought a brand new set of torx screwdrivers and set about replacing the controller. Step on is to remove the Torx screws for the cable cover.  one of the four screws will not budget and i was afraid of stripping it so i stopped and called Rad support to request they send someone out to do the controller replacement.  I called and sat on hold for an hour that day, another half hour yesterday and currently 20 minutes into another call as i'm typing this. I've yet to get through to a human. we also sent two email replies to the customer support team and total silence in response.
i think this company has run into a familiar story.... growing too big, too fast.

hi all.  New to the forum. I voted No. Annoying issues but resolved.
Bought two Rad City 5 plus bikes for myself and my wife in March of 2022, have about 150-200 miles on each bike.  Both have had issues that RAD addressed as quickly as possible but there were hold ups due to parts stock.
I had a pedal unscrew and stripped out the threads in the pedal crank. Thankfully, RAD paid for that replacement part but i had to pay someone to install the new one. Then, my wife's rear tire suddenly had two cracks appear between the tread and the sidewall.  RAD send us a new tire but we had to pay for it. I had to pay someone to install it and then the controller failed.
My wife is waiting for a new controller to show up and has decided she's selling her bike as soon as it's working again. Her main issue being that the bike is too big (even though it's a step-thru). She's 5'3" tall.
My feeling is that RAD can't keep up with how fast they've grown.  It's super frustrating because we spent a lot of time researching different brands and felt pretty good about the RADs but I feel like I wish I'd saved my money and found a more reliable brand.
Thankful that we have another 10 months on our warranty in case any other parts fail.