Published: August, 31, 2022

 

Thank you for choosing to ride Rad. We are so glad that you purchased a RadWagon 4 ebike from us to integrate into your daily life. We're sorry to interrupt your ride but have an important update about your ebike:

Some RadWagon 4's are not performing to our quality and reliability standards. Our Quality Assurance Team is investigating a potential assembly issue where the rim strip may be misaligned (see figure 1 below). Tubes may pop, sometimes resulting in damage to the tire. If the tube puncture occurs while the bike is being ridden, it could cause the rider to lose control and fall. For your safety please do not ride the RadWagon 4 ebike until we confirm the issue and solution.

Our investigation indicates that if your RadWagon 4 has this issue, it likely will occur in the first 60 days of riding the bike. In an abundance of caution, we are notifying any customer who has purchased a RadWagon 4 after June 1, 2022.

Within the next 2 weeks, we will provide a solution and then work with you to coordinate complimentary service with an ebike mechanic to have it resolved. Since we are still investigating the root cause, please do not try to fix this on your own. We understand that you may rely on your ebike for transportation and we are sorry for this inconvenience. Your safety is our top priority and we are committed to getting you riding Rad again as soon as possible.

While we do not have any further information to share at this time, our teams are here to support you. If you have any questions, please contact Rad Customer Service at eu-info@radpowerbikes.com.

Thanks for your understanding and for being a loyal Rad customer and ebike advocate.

 

Figure 1.

 

FREQUENTLY ASKED QUESTIONS

I am affected, when can I ride again?

If you have purchased your RadWagon 4 since June 1st, 2022, we strongly encourage that you do not ride your RadWagon 4 until a final solution has been determined. As highlighted in the communication, we will reach out to you with a solution within 2 weeks. From there, we will work with you to identify an ebike mechanic to work with. Since we are still investigating the root cause, please do not try to fix this on your own. We understand that you rely on your RadWagon 4 as a method of transportation and we apologize for the inconvenience.

Stay tuned and keep an eye out for an email from us. Thanks for your understanding and for being a loyal Rad customer and ebike advocate.

I purchased my RadWagon 4 prior to June 1st, how can I know my bike is safe to ride?

After rigorous internal and external testing, our investigation indicates that if your RadWagon 4 has this issue, it likely will occur in the first 60 days of riding the bike. In an abundance of caution, we are notifying any customer who has purchased a RadWagon 4 after June 1, 2022.

If your purchase date is not in this time range, your RadWagon 4 is not at risk of a rim strip issue.

I have a different model than the RadWagon 4, is my bike safe to ride?

All of our bike models have gone through extensive testing, quality control, and review. We can confirm that no other models, including legacy RadWagon models, are experiencing the rim strip issue described. The RadWagon 4 has an entirely unique tyre and rim diameter than any other model in our fleet and the rim strip issue is specific to this model.

When does the RadWagon 4 come back into stock?

At this time, the RadWagon 4 is out of stock. We do not yet have an anticipated in stock date but are hoping to have more inventory shortly! We apologize for the inconvenience. In the meantime, please sign up for the back in stock notifications by clicking on “notify me.”

How do I know the RadWagon 4 is safe when it is back in stock and ready for purchase?

At Rad Power Bikes, our priority is to ensure our products are high-quality and undergo rigorous quality control reviews throughout the production cycle. While these reviews are being conducted, the RadWagon 4 models will remain out of stock. The conducted reviews and testing are being done to ensure that when the RadWagon 4 is restocked, it is free of any issue and is safe to ride.

Your safety is our top priority. Situations like this are not common, but are a necessary step to ensure you are riding an ebike that meets our strict standards.