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E-Bike Industry Blames Consumers For Fires In Effort To Undermine ‘Right To Repair’ Laws
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this post was submitted on 28 Aug 2023
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Rad City support could not or would not explain how my battery might have stopped working, but would only say it was "not covered by warranty". They could also not explain what sort of causes of battery failure were covered by their warranty. It was pretty clear they just didn't want to cover the expense of honoring their warranty (the battery is probably one of the single most expensive parts on their bikes).
This may be a combo business problem where they don't have enough technically qualified people to troubleshoot with you. It's cheaper to pay minimum wage for someone to just do replacement customer service than it is to pay someone with more valuable knowledge and sit on the phone for an hour with you. I have a bad habit of just tearing things open now, assuming the company can't help me. But it usually works out
That's pretty shitty. They're probably talking internally about the fuse as if it's some type of tamper seal. But fuses blow sometimes, they're literally sacrificial. So somebody has told their support techs that anyone with that fuse blown has tampered with their battery and they're just repeating that line to customers (some guilt of tampering, some innocent).
Or maybe you just got unlucky with a dumb support tech. If that's widespread, they deserve to get sued.
Apparently some earlier models of their batteries had a user accessible hatch to change fuses, so I'm inclined to think they intentionally moved from a repairable to non-repairable model.
A blown fuse there is a pretty good indicator that the wrong kind of charger was used, which actually warrants a warranty loss.
Either that or a small power surge happened. Or the battery was defective. There are multiple things that could blow that fuse, and having a blanket "blown fuse = voided warranty" policy is stupid.