![]() It's clear that we fell short in providing timely and effective support, and for that, we send our sincerest apologies. We take your feedback seriously and are committed to improving your overall customer experience. We'd like to assure you that your concerns have not gone unnoticed. It's disappointing to hear that the provided solutions didn't resolve the Error 21. We appreciate your efforts in following our troubleshooting guides and attaching the necessary photos for further assistance. Thank you for taking the time to reach out to us with detailed information about the steps you've taken to troubleshoot the issue with your RadRover 6 Plus. I have some form of a claim number ********, but no further follow up support. There isnt a customer service line telephone number to call and the automated email system said, Thank you so much for taking the time to contact Rad Power Bikes! My apologies for the delay in response- we currently have a lot of riders reaching out to prepare for the riding season. The lack of communication from Rad Power Bikes customer support is concerning and unacceptable. There has been no response back from the Rad Showroom retailer. I also tried to call a ******************** Showroom in ****************, reached a recording, and was prompted to leave a message. ![]() Im not qualified to make any further decisions related to fixing the bike without support from their customer service. My Rad Rover was in great working order before this error code initiated. I attached the photos, as specified by the automated system, to the email thread. The email also prompted me to take pictures of specific wire connectors/connection points related the the bikes battery and motor. After checking each progressive step in this guide, I wasnt able to resolve the 21 error code. The link sent me to the Error 21 Trouble Shooting Guide. Thereafter, I received an automated response via email from Rad Power Bikes to use a link to help solve the problem. To remedy the issue, I went to Rad Power Bikes website, and sent an email to Rad Power Bikes on August 12, 2023. As a result, nothing will engage from the motor on the bike except the display still has power to it. Recently, an error code 21 displayed on my e-bikes display screen. I purchased this bike in November of 2021 and have maintained the appropriate maintenance for this bike ever since I have owned it. I currently own a Rad Power Bike, the Rad Rover 6 Plus ebike. I just want a full refund and not have to pay for the shipping or restocking because the bike was defective in the first place. They are only available between 9am - 3pm and even then it takes hours for someone to reply and when they do you have to answer in one minute or they shut you off. Overall the customer service is terrible, and I can't keep taking time off from work to try to resolve. I replied stating I should not have to pay for that since the bike is defective.8/24: No reply. After hearing that, I requested a refund 8/18: RadPower replies giving a large amount of instructions in order to receive a refund, then states I have to pay for shipping ($150) and restocking fee of 30% ($600). They say the item is backlogged and it can take a few weeks. Now they put in the order for the backwheel hub.8/14: I reach out to RadPower for an update. Reaches out to RadPower for a new one, they said they would send one out.8/8: No update from RadPower, bike shop reaches out again. After testing against a working bike, they discovered it's the back wheel motor hub that isn't working. Sent out a new controller and PAS system.7/29: Items arrived 7/31: Took to a ********************************* bike shop with items to be replaced 8/3: Bike shop installed and tested, PAS and throttle still didn't work. They provided troubleshooting pages.7/27: Reached out again, troubleshooting didn't solve problem. ![]() Purchase date: - Order #******* Arrival date: Bike put together on (we were out of town right after it arrived) - contacted RadPower same day requesting support on issues - the throttle and pedal assistant were not working.
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