RadicPerformance

@heinous: I'm sorry to hear that you had to pay for replacement seals from one of our distributors. This shouldn't have been the case. The V2 seals were implemented a while ago now, and these solved most of the issues, but not all. We are now on V3 seals, and these have been in brakes for over a year. At the time we implemented V3, we ended up pausing orders for over 6 months to address open issues and bring customers' brakes up to the new V3 spec. If you still have our brakes lying around, we'd be happy to get them fixed for you.

Thanks!

Hey Izzie, At the beginning, we didn't have a LBS or any distributors. Now we have a couple of shops down here in the South Island (not Christchurch), and we have a couple based in Rotorua. Not only that, we have a few LBS in Canada, Singapore and distributors in Germany and America. If there are any shops that would be interested in working together, please do reach out! ---Poor customer service is definitely not something we strive for, but sometimes it has just been a physical time constraint. This is not an excuse, but just how it has been, being a 1 man band working part-time. Sometimes people think we are another massive bike corporation with a full customer service office on standby to answer emails and phone calls. This is not the case. This is rather coincidental, but starting next week, I am going to be working on Radic full-time vs part-time, which is going to give me the time I need to address people who do reach out. For the customers that we have been able to reach, we have been able to solve any outstanding questions or issues they have and have received great feedback in doing so. ---Something else to note is that, although regrettably, some people in the comment section have had a bad experience, these are the handful of people out of the hundreds of brakes we have sold floating around the world. There may be more that don't read Pinkbike and haven't been able to voice their experience, but it would be 2%. ---In the beginning, we had a few issues taking the product from perfect prototypes and scaling it. We had to go through a few versions of the seals, which originally caused some leaks. We are now on V3 of the seals and have been shipping this for the last year or so. This version of the seals has solved all the outstanding issues that customers faced with the earlier sets. Even retrofitting these seals into the original brakes has solved those issues. We DO NOT CHARGE for replacement upgrade seals or warranty fixes. If you are having an issue, we want you to have a brake that works great and you can rely on, that gives you the confidence to ride features you would not normally ride. ----I urge anyone who does have a set with an issue to reach out. Starting next week, I'm going to have more time on my hands to get an answer to you. Please don't message me on social media, I do not monitor that as often. Your message will end up floating amongst the hundred other messages asking for free products. Cheers, Taylor - [email protected]

Hey Guys, Thanks for the comments. Pinkbike posted this on my behalf, and no specific date or time was given. Since we started Radic, it has mostly been a 1 man band with a couple of helping hands every now and then. We aren't a huge team, and with all the demand we have seen, it has stretched us thin. It's unfortunate to hear the disappointing comments and some disappointing experiences that people have had with customer service. It's not what we strive to be. It's been a long time in the works to get to this stage, but going forward, I will be working on Radic more as a full-time gig vs just part-time. The goal of this is to be able to further drive new products, improvements, as well as address customer inquiries, etc. We are also looking at setting up additional distributors and service centres around the world to further help customers and have product on hand, ready to go when you guys demand it. Cheers, Taylor