Just wanted to share my experience with Rad support.

I'm having a problem with my (quite new) Rad Citi 5 battery, which won't charge.
By reading posts here I assume what I'm having here is a burnt fuse, but I did not try replacing it (as posted in other topic).

Contacted Rad support, which asked me to send them photos of the battery, its sockets and a video of me charging it.

I guess they wanted to see whether I've burnt the fuse or something-  apparently they saw in the video that I first connect the charger to the wall socket and then to battery.
I just realize now this is not a good practice, and I should have read the small print in the user manual.

Here's a quote from the support email I got:
I wanted to mention that after reviewing the video that was submitted, we did notice that the charging sequence that was displayed in the video you uploaded is reversed, which could possibly lead to a blown fuse. I would like to reference page 16 and 17 of your BIKE MODEL User Manual which advises the correct way to charge your semi-integrated battery. Unfortunately, since the incorrect charge sequence was applied in the video, it would void the free battery replacement.

So - here I am now, with a useless battery and asked to pay $592 (they gave me $100 discount...).