Update, they said based on the video I sent them that the nut that holds the bolt is spinning rather than stationary, so the bolt isn't coming out. They don't have a solution for me besides sending a tech out to look at my bike... in two weeks.

They've been friendly and pretty responsive, which is good, but it's frustrating to have the bike show up with a defect that I have to wait weeks for them to fix. And even if I wanted to ship the defective bike back for a replacement it would be on me to get this gigantic 70lb+ box over to a FedEx somehow.

The bike looks really nice, but overall so far I'm pretty lukewarm on this Rad experience.

I pulled the cardboard spacer off, but still can't get the bolt & cap removed

I emailed rad this afternoon, maybe I'll hear from them about how to proceed

I got mine this morning and started trying to assemble it but immediately hit a snag. When trying to take the plate off the steerer tube (the step at ~2:20 in the Rad assembly video), the bolt just spun and spun without coming out. So for now assembly is paused....

I'm hoping it's not just a poorly-machined part that is going to force me to send the whole bike back. Getting this bike delivered has already been a little bit of a chore.