![]() ![]() But between the one-off legal issues and getting bogged down with having to recall thousands of e-bikes while finding a technical solution to get them back on the road has surely prevented Rad from delivering the kind of experience they’ve set out to provide. The company is still the largest e-bike manufacturer in North America and has continued to roll out new models throughout the year. The end of 2022 definitely saw stormier seas than Rad had hoped for. Rad’s position at the top of the North American e-bike market was hard fought, resulting in e-bikes from Rad finding their way into over half a million homes and counting.ĭespite the hardships that the company is currently facing, Molyneux has made it clear that Rad intends to do what it takes to maintain its standing and shore up the faith that its customers have long put in the company. To put that into perspective, Rad’s customer service team alone is likely larger than all of the employees at the next largest North American e-bike company. The company employed several hundred customer service representatives before recent layoff rounds, though that number is still likely in the triple digits. That one is even more interesting consider the massive size of the Rad Power Bikes customer service team. As we implement these remedies throughout the year, we hope that you’ll notice the difference the next time you reach out to us for assistance. In addition, we will be revamping our online help center to make it easier for you to find the self-help resources you need to keep riding. ![]() For those who need to connect with a Rad specialist, we are continuing to explore ways we can provide more immediate help, including a new chat function that we launched in December. We acknowledge that there is still room for growth in our customer support operations and are actively working to improve them. Next on the list was a doubling down on customer service to ensure shorter wait times and more effective assistance for riders. “From the design phase, through component validation methods, to the ever-improving quality assurance activities within our factories, we are doubling down to ensure safer, more enjoyable rides.” ![]() The first area addressed by Molyneux was related to product safety and reliability, to which Rad will be applying a “laser focus.” The culmination of these efforts represents the ‘New Rad,’ one that combines the forward-thinking innovation of our early years with the knowledge and resources to make us more customer-focused than ever before.” Now we are dedicated to learning from them. This road hasn’t always been easy and we’ve faced numerous challenges.Īs a young company, we recognize that we have made mistakes. “Since its inception, Rad Power Bikes has set both the pace and the standard for the ebike revolution. Molyneux addressed the company’s hardships: The company is also in the midst of multiple lawsuits ranging from a battery fire to a tragic underage riding death. The company’s e-cargo bike known as the RadWagon – which was likely the most popular long tail cargo e-bike in North America – was recalled due to an issue with its wheels. Molyneux, who came to Rad after leadership positions at Sony and Dyson, took the wheel at a time when Rad was already navigating several different storms. The email from Rad Power Bikes’ new CEO Phil Molyneux explained that Rad was entering a “new era.” It began with an explanation of how he was brought on board by Rad’s founder and previous CEO, Mike Radenbaugh. ![]() “A new era of innovation.” That’s what was emblazoned across the top of the email that landed in my inbox, along with presumably hundreds of thousands of other inboxes across Rad Power Bike’s vast rider base. The CEO of Rad Power Bikes, the leading electric bicycle company in North America, just sent out a mass email committing to changes that it says will strengthen the company’s focus on safety, reliability, and customer service. ![]()
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