I have owned a Rad Runner 1 and loved it. During the time I owned the bike circa 2020-2021, I never had a issue with support: emails were answered promptly and issues resolved. Yes, accessories are often out of stock and can take a long time to become available. Currently I own a Rad City Plus; love the bike but customer support for some issues that I have has not been good: emails not answered promptly, replacement part unavailable for 5 months. It seems to me that since they have expanded to retail locations the support has degraded. Maybe it's just me and my specific issue. But it's disappointing because I have been a big Rad fan. I have stayed with Rad because of my perception that they had superior customer service. But there are a lot of new ebikes that are available with better features and lower prices albeit questionable or unknown support. If a buyer can't get the support from Rad it certainly levels the playing field.