just got an email back from support asking for the following to allow them to send out a new battery:
Hi Zac!
Thank you so much for taking the time to contact Rad Power Bikes, and for being a part of our Rad Power Bikes community! I am sorry that your semi-integrated Battery has stopped charging. Can you please reply back to this email with a bit of information, a few pictures and two short videos for me.
Information:
-How often do you clean your bike? This includes the frame, mechanical components, electronic components, and connection points
-How/Where is the bike stored?
-How many miles do you have on the bike?
Photos:
? 1 of the charge port.
- To replace your battery we'll need an in-focus, well-lit, close-up shot of the charge port that shows there is no evidence of it being short circuited. A short circuited charging port will not happen from a hardware failure and is not covered under warranty. Below is an example photo of an in-focus charge port that has not been short-circuited.
? 1 of the battery electrical connectors on the battery.
? 1 of the battery electrical connectors on the bike.
? 1 of the battery serial number on the bottom of the battery.
* Also type out the serial number, please.
Video 1:
-With the battery on the bike, press and release the charge indicator button on the battery. Show the level of charge. If the battery indicates No Charge, press and hold the battery charge indicator on the battery itself for 5 to 10 seconds. Turn the bike on and show the charge level on the display. If the bike does not turn on, show that, and the level of charge on the battery.
Video 2:
- On this one I need to see the charger lights and the battery lights in the same picture. In this video, please go through the following process:
Plug your charger into the Battery
Plug the Charger into the wall
Press and release the battery power level button to show the current state of charge on the battery and the lights on the charger.
- Please show the battery plugged into the charger, showing the charger lights, while you press and release the charge indicator button on the battery to show the actual charge level.