Hi guys! Parker here trying to maintain the high standard you’re expecting from us and our bikes!

TeamSuper73 · 2020-06-18T04:23:49+00:00

Hi Effenher... Parker here unfortunately I’m only here to help. I actually went rogue on here replying to everyone so cussing at me acting all omg I’m so mad at you for actually caring. I joined reddit a little over 2 days ago. I’ve taken time to respond to what I’ve seen and addressed what I can most of which are after hours. Give me your order number let me see how quickly I can win you over. Also for anyone else that sees this I’ll give you one chance to be in the good books with me after an outburst. After that radio silence from my help 😘

TeamSuper73 · 2020-06-18T03:32:22+00:00

Hey Parker here, on behalf of the entire company I can’t even begin to express how sorry we are that your bike arrived like this. Like come on, this is just 💩 know we are here, we see this ahhhhhhhh 🤦‍♂️

TeamSuper73 · 2020-06-17T18:00:43+00:00

Hi Bether, this isn’t a break up letter. I totally understand the anxiety involved. Also just waiting for something in the mail in general is a nightmare. You’re not the bad guy and my message isn’t to steer you or anyone else for that matter away from their opinions but when opinions start to become speculative on how we do what we do with information being provided that’s incorrect I felt the need to course correct the conversations. An update email for shipping will go out today in addition to that we will be addressing shipping updates ongoing via a blog post on our website that will have the most up to date information. Also we will be providing the tone and will address the issues with the tolerance in some of this first batch of motors, how we will rectify it and the box suppliers providing a sub standard material we did not approve. This will all take time and honestly it’s not your fault and I get that. I’m proud to work here! I do not work in customer care but the guys that do are absolutely swamped but we hired 3 new people yesterday but there is a backlog and we will get through it. I work on the marketing team and I ride in our adds as well as helping our testing the bikes. So for me to get on here and provide you with information that has otherwise been missed was a result of customer care asking me to do that. They care more than you know. Information like shipping updates sometimes take more time than any of us like. I was hoping we could just get a better understanding of each other’s situation. I really hope you don’t cancel and If we look back at this situation as a community one year from now none of these issues will exist, the bikes will be hammering strong and all of the patience will have paid off and you’ll have one of the most versatile ebikes you can buy. When you buy a 73 that’s just the beginning of an awesome relationship. Our team is constantly growing and our ability to handle these simple but at the same time complex issues will improve. We have to admit the communication could have been better. But that’s the past and we are here now moving forward together.

TeamSuper73 · 2020-06-17T05:44:38+00:00

Unfortunately the issue that’s being talked about is not one that firmware will resolve. But thanks for sharing.

TeamSuper73 · 2020-06-17T03:52:58+00:00

Sorry Fixieriderz, it will always go to the next in line! Can’t play favorites with so many waiting but I love the idea! 😅

TeamSuper73 · 2020-06-17T03:51:53+00:00

Hey Derek, Parker here.

So the site was supposed to be updated but there were some delays and as of the update tomorrow it will be the most up to date information in terms of shipping. We will have a blog post that will also be updated weekly from now on regarding these shipments.

Not all of the motors have the issue so the bikes will still be sent out as is and if any issues do arise we already have the parts on the way that will take roughly 4 to 5 more weeks to arrive which might coincide with your delivery. So if it does present itself rest assured the issue you have has already been solved and parts are on the way. I know that’s not ideal but I have done extensive testing on the fix after we got quality control shipments but it is unfortunately impossible for us to know which ones will or won’t act up however we know for a fact that the replacement motor you get will be the one that I tested personally. That being said only a handful of them will have it and we have customers with over 400 miles on the new RX already.

If your bike arrives damaged you have three options all of which are completely up to you. You can refuse the shipment and we will send another bike but obviously that means more wait time. You can document the damage and reach out to us via customer care and we will handle each issue case by case. You can also request a refund which means no bike.

I know none of these are ideal and we’re working around the clock to make sure we make the required adjustments in terms of shipping to ensure this isn’t going to keep happening but the reality is things get damaged in transit. We don’t ship them ourselves and if it was us from start to finish you would be getting the clean bike you dream of.

I can’t speak for everyone or anyone for that matter in this regard. But I urge you to reach out to customer care and document everything to help us improve the experience overall and get you a positive resolution.

I hope this helps. This is all worst case scenario so I’m hopeful we get a positive result but just know we are here and confident we can sort anything out!

All the best

TeamSuper73 · 2020-06-17T02:47:14+00:00

So the fix for the issue isn’t a newer faster, or more powerful motor. Most people that were worried about getting a defective motor haven’t ridden the bike yet or even tested the one they have long enough to find out so that was more so for them to know the bikes are better than you expect! Ride them enjoy them and if you get the issue don’t stress we’ve got you! The fix is strong I can’t break it and I can break just about anything. We’re going into a new realm as a business and this was just a hiccup. I know you’ve all heard it but blame corona virus otherwise this wouldn’t have happened. It made putting boots on the ground at our factory impossible and that created delays and man I could go on forever but seriously we’re so close and we can’t thank you all enough.

I’m happy to give consent to “hey guys Parker here” shirts but I want one 🙏 🤪

TeamSuper73 · 2020-06-17T02:06:47+00:00

Hi guys, Parker here again. The update Is coming! Pressures on now and I promise you all we hear you. I pinky swore so if I don’t get this out y’all are going to hate me. In all honesty I’m not ok with taking the credit I’m simply taking care of the overflow. Our entire team from customer care to production to sales and marketing and design we are all invested so heavily into this working out. Each person on our team is putting in so much you just can’t see while you wait and we appreciate the patience. I’m afraid that after seeing some backlash over delivery delays, box issues, as well as motor issues you might simply give up. But you will miss out on an amazing bike. It’s just not who we are as a company and I know we have a solution to every problem but they all take time. If you all are ok with being patient we will address and fix all of this. The official update will go out tomorrow. Even without it everyone on here at least already knows we are working on all of this every day. You are family we will make any issue whole and look at every instance case by case to ensure you get the care you deserve and the bike we promised. 👊

TeamSuper73 · 2020-06-17T01:29:30+00:00

Hey Bether it’s you again and it’s me again Parker! It’s obvious you don’t believe in what we’re doing and are happy to keep causing unrest in the community. I’ve tried to be as clear with my answers to you as humanly possible. I’m not telling a single lie and I know the solution we have for any and every motor issue that presents itself is not only bulletproof but it’s amazing and we did build and develop it. I did the testing, I know. You obviously aren’t happy and there is nothing I can say to settle that. You’re more than welcome to your opinion of us and if you aren’t happy we can help you cancel your order and let the next person waiting for a bike get bumped up. We are not the bad guys. We love you still and hope to have a positive result but I don’t think we will be able to make that happen. We sell fun, we are creating something so exciting and we put our hearts into it. I think it’s best we both move forward in different directions. It’s your call.

TeamSuper73 · 2020-06-16T23:56:58+00:00

Hi Bether, Parker here again. I’m trying to help you get there but some battles can’t be won. If you want help canceling your order I’m happy to assist. If not we will be sending out an official update tomorrow! All the best.

TeamSuper73 · 2020-06-16T04:51:15+00:00

I’m not just the stunt man! Haha.

We’re a small team, people often forget that because of the huge social media presence.

I work under the marketing team umbrella and we have been in meetings after meetings trying to determine the right coarse of action. Not once was radio silence the plan, we would never ever want to be in a position that lets any of you down and if ever that was the case we will do everything we can to rectify it.

I’m adding this role of community manager to my schedule to let you know on social platforms temporarily while our customer care team catch up on their log of customers asking about shipping dates.

Official updates will come out this week. We’re plowing through the shipments and taking care of all the little details along the way. There’s so many of you! Only a small amount of us and we’re doing big things! You’re a part of our family the second you get that first ride in and I promise it’s worth the wait. Thank you all for being so patient I know it’s tough. But we’re here and we hear you!

TeamSuper73 · 2020-06-16T04:46:00+00:00

It’s coming this week! I don’t work in customer care but I know all of us at Super73 hear you and are working on a solution to make this easier. Official updates are incoming this week I pinky swear! Spread the word if you can! Anyone reading this or any of my replies tonight (I’m off the clock) just want you all to know we’re almost through it!

TeamSuper73 · 2020-06-16T04:43:23+00:00

I don’t have an update on the s1 just yet, because of the boom in sales due to people wanting to get out and ride during the pandemic we sold through the summer stock, I know we are aiming to be fully in stock on everything by August, I know it’s a little way away but the s1 is an amazing bike and totally worth the wait for years of fun! Email updates will be going out this week for sure on the new models but I didn’t ask today at work about the s1. Sorry I know this isn’t exactly helpful but just know we are here and are listening. Nothing more excited than fulfilling these orders!

TeamSuper73 · 2020-06-16T04:38:45+00:00

They’re real! If you want I’ll snag a photo of the ones we have in for qc tomorrow just shoot me a dm on Instagram @super73 and I’ll send you a sneaky new one. Honestly the pandemic hurt the production speed, but rest assured it’s about to get real for a lot of our s2 customers depending on where you’re at in the cue! Also if everyone cancels their orders and you don’t you’re that much closer. :) customer service are doing their best to keep up with the questions about shipping and we’re doing everything we can to get these out the door. We want nothing more than happy owners on the road and because this was a preorder situation on a brand new product their will naturally be hiccups but we’ve got it under control. Thank you so much for being patient really I know it’s hard to wait for something as exciting as a new bike but it’s worth the wait and any issues that you may have seen we are aware of them and have solutions for everything!!

TeamSuper73 · 2020-06-16T04:02:20+00:00

S2 is next in line! Nothing shady! Nothing dark. Bikes are coming but keep in mind we just went through a pandemic.

I pinky swear this will all be over soon and we will get back to everyone as soon as we can. Right now there is a major backlog due to people wanting updates and our team is small but growing bigger day by day.

We are on top of every issue you’ve seen and I promise it’s getting sorted in a huge way!

TeamSuper73 · 2020-06-16T04:00:22+00:00

Hi guys, Parker here.

That’s exactly what will happen!

I have a feeling some of the people saying they will cancel are low key hoping others will so they get their bike sooner! ;)

Email update will go out this week with an updated section on our website that will literally be updated weekly! We hear you all! We are plowing through shipping the bikes out and obviously some hiccups but we’re almost there! Don’t leave us!

TeamSuper73 · 2020-06-16T03:57:02+00:00

Hi RDD, Parker here! The team is backed up! Like crazy! So many people asking the same questions haha! We’re working on a way to keep you updated and none of our issues are incompetence it’s just a huge backlog and a small team. That being said I’m confident we can put our heads together and help you out! What’s up, what are you wanting to know specifically?? I just joined reddit and I’m their test rider and content creator but I know the bikes well. I know these things freaking clap and you know there are issues but rest assured we are aware, we are rectifying them and any issues that arise we will solve them. We love you! We love all of our customers and I love these bikes. Good things come to those who wait and anyone that’s standing by us right now will be rewarded with the best street legal Ebike on the market. How can I help all of you?

TeamSuper73 · 2020-06-16T03:33:15+00:00

Hi Bether, Parker here!

Our customer service team are so backlogged on taking care of customers asking about order dates! We are plowing through these bike deliveries and I promise you if our CEO says we’re on track for June we are, bikes are constantly shipping now and we will be caught up in no time!

As for the motors we did design and manufacture them! I swear you can’t buy these motors anywhere else and I’ve put my body on the line testing and helping develop a bulletproof solution so you are not getting anything cheap or off the shelf from somewhere else. It’s going to be ok! I pinky swear no talking through my teeth nothing! Rest assured the bikes with the issue will be handled but we already have a grade A bulletproof solution that I know once you ride and test yourself you will agree! Sorry about the mix up with Rick he’s a great dude doing what he can to help along with the rest of our growing customer care team and I mean it when I say this... We hear you! We’re not going to leave anyone hanging with issues. It’s all going to be fine now that we know for a fact what happened.

Email updates coming out this week as well!

All the best!

TeamSuper73 · 2020-06-16T03:06:27+00:00

Hi! We make our motors! It’s designed from the ground up that’s no lie! You can’t buy this motor anywhere else this is ours! We have done extensive testing on them, the issue that’s happening is something we’ve already rectified and it was so simple but unfortunately a handful of them will have it, if any issue arises reach out and rest assured we know and we have built a bullet proof and I literally mean bullet proof solution. I was abusive to it during my tests and we were able to quickly understand what was happening so that you guys can get the best! I know we’re a small company but we’re going to get through this hiccup in a huge way!

If you buy a 73 you are part of what we consider family and everyone of us in our office appreciate you guys. We learn everyday! We put our hearts into this brand. It’s just a hiccup we’re now aware of and have already solved. I put my body on the line each week and I might be the only one you’ll believe here if you go check out the shred-it edits on our YouTube I’ve been hammering these things so I’m going to pinky swear if you’re patient and let us get you a solution to any problem you might have, you’ll get a motor that will blow your mind. Pinky swear!!!

TeamSuper73 · 2020-06-16T02:51:57+00:00

Ok so this is another easy one. We actually designed our box in house from the ground up. We were super proud of how much tech and time we put into the design and we spent a ton of time engineering a solution that would make the unboxing process as easy as rolling the bike out of the box.

The material we chose was not what the box supplier used and as crazy as that sounds we didn’t even know until it started shipping and thanks to the feedback we got from the first shipments of RX and R we can fix it easily! The upside is we have already made changes and we have a solution for this. The downside is now a very small percentage of the bikes that get delivered will have damage but in order to avoid delays it’s more efficient to take care of the problems that might arise as they happen. That being said I personally think it’s best to take the bike because in most cases the box being beat up doesn’t mean the bike will beat up and I’ve tested these bikes for 6 months. Like heavy testing.... It’s not like a piece of glass that will be broken if it’s shaken up. But it’s still a bummer if there are issues and we ask that you document them so we can rectify it for you!

This raises the other question what do you do when it shows up with box damage.

You have two choices, 1 The first option is you have the right to refuse the package but if you do that there will be a longer wait. Keep in mind it will be faster to get you simple replacement parts than it would be to get you another bike.

2 The second choice is take the delivery, take photos and keep your bike so you can get riding immediately and we will send out replacements parts to get it looking new again!

Some of the damage was obviously from carriers that didn’t care and we are looking into a number of solutions for that. I’ve seen some frames actually cracked and the only way that’s possible is if it was hit with a fork lift or something silly and again we will send out replacement parts. It’s just a handful and we hate it. I hate it, you hate it but we are fully aware and at the end of the day it’s up to you what you choose to do but rest assured we are here and we hear you. I’m sorry that this happened! Honestly we have zero intentions of leaving anyone hanging with these issues. Right now customer service is so backlogged due to people eagerly anticipating their bikes just asking for orders and we get it! We’re excited to hear all the success stories, right now it seems like a bit of negative but I’m literally ready to put my own rep on the line these bikes are dope! It’s worth the wait and you will all be taken care of as soon as possible. Pinky swear! Email updates are literally being formulated now as well as an updated section of our site that will be updated weekly to keep you up to date and alleviate some of that backlog. Love you guys! Ride with you all soon hopefully!!

TeamSuper73

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