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« on: August 16, 2022, 02:20:35 PM »
Well, not totally, but their customer service sucks. A brand new RR6+ came with 3.5-4.5 psi in the tires. After assembly, I pumped them up to 18 to see how the ride was. I put about 5-6 miles on it like that. I wanted to see what a higher pressure would feel like, so I set my pump to 25psi. At about 22psi the tube had a massive failure, as in it sounded like a gunshot and when I removed the tube, it has a burst in it of about 1 foot! I can only think the tube was defective and/or it was installed wrong at the factory.
I sent Rad a request for them to replace the tube, explaining what happened in detail. Today, I get a reply and am told that tubes are a 'wear and tear' item. Are you kidding me? A puncture I understand is on me, but a tube blowing up when the pressure was well within the range should be covered on a brand new bike. To add insult to injury, they sent me an invoice to buy a tube. Cold day in "H" I will ever buy anything from them again. I shot them back a request for it to be escalated to a supervisor.
I've learned quite a bit on these forums and just wanted to pass on my experience.
UPDATE: After posting the above I got this reply: "I spoke with my team and the photo you included looks like the inner tube was pinched by not being seated properly. I can cover a replacement at this time but we will be unable to approve in the future."
Well, duh, if I replace the tube and screw it up, then of course that's on me. I just wanted them to stand behind what THEY did. So anyway, it looks like it is resolved in my favor after calling them out on it. I hope you all have a better experience with CS than this, should you need to use it.