Rad City 5 plus - PROBLEMS??

[Treefriend]

This is obviously a frustrating situation. And anyone with a new piece of equipment?car, dishwasher, mower, whatever?that has issues can relate to your circumstance. I must say the one thing in my experience with RAD buying two bikes in the past year is how responsive customer support is. I?ve never been on the phone more than a handful of minutes before speaking to a rep. Granted not all their representatives are on the A team but that?s true for any company?s customer support. But you seem to be stiff armed by them which is a head scratcher. That?s really unfortunate. Hope things get ironed out for you soon.

Their customer service personnel seem to be located somewhere in Europe or Africa. The GMT+2 time stamp
and stilted English give it away. They have requested photo/video proof twice now which I have delivered as
instructed, but have not communicated one way or the other if they are satisfied with the evidence I have submitted.

[Rover]

Mine worked fine out of the box and I?m very happy with it. As usual, those of us who don?t have any issues don?t post about that [emoji6].

+1


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[Treefriend]

Well I had to jump through several hoops including submitting several pictures and a video not once but twice
and it has taken a while BUT today I received this email so eventually (hopefully before summer is over) I will
be able to ride my new bike.

I also have a 2017 Rad Power Wagon and it has been a good bike with no issues. I really like the bike
and I have been satisfied with it so, in spite of this hiccup with the new integrated battery, I can and will
recommend Rad to anyone looking for an ebike.

Hey there,

I am very sorry for the late reply. We have been experiencing an extremely high amount of support requests lately, both email and phone calls, and have been working through them as best we can in the order received.

Your battery replacement was approved and I went ahead and placed an order for your new battery to the address you confirmed, order #--------.

Our batteries are classified as Hazardous Materials and due to this, must abide by Federal HAZMAT regulations. Before batteries are fulfilled from our warehouse, they have to go through HAZMAT certification and approval to ensure safe shipment, which takes roughly 5-7 business days to complete. Once the certification is approved, your battery can then begin the fulfillment process which takes 3-5 business days for your order to leave our warehouse. Batteries must be shipped via ground transportation, so transit times will vary beyond that depending on your location in the US or Canada. You will receive a shipping confirmation email when the order has left our warehouse, which will include a tracking number from the courier.

We appreciate your patience and look forward to getting your order to you as soon as possible!

Thank you,

-------.
Product Support Specialist
Rad Power Bikes

[Kingfisher45]

Had my bike three weeks and ridden almost 500 miles not one problem really love the ride it?s been a blast.


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