To our awesome Super Squad:
2020 has been an exhausting year. Not a single person, organization, or company avoided the effects of the COVID-19 pandemic. While SUPER73 experienced rapidly rising customer demand, we also felt the pains of production issues, interruptions in supply chains, and office and factory shutdowns. The entire industry has felt the shock wave of delays, ever-changing logistics, and supply chain interruption. We humbly apologize for all of the delays and communication issues, and we are using your feedback to remedy each of these issues so we can move forward and continue to grow and learn.
Over the last few months, we doubled our customer service department's size to address all incoming requests as quickly as possible, better manage the demand for our product, and provide you more of what you love about SUPER73. Our technical service operations continue to improve to meet the demand of inquiries and make sure your e-bike is riding as smoothly and safely as possible.
We continue to experience abnormally long shipping timelines as we wait for each batch of bikes to travel overseas, pass through customs, and land at our fulfilment center. We understand how frustrating it is to wait for an extended period. We cannot express enough our most profound appreciation for your continued patience as we work on meeting the demand for our bikes.
Additionally, we are aware that a small number of RX, and S2 models have had some components fail that require replacement under our warranty terms. Rest assured that our 2-year warranty covers any manufacturer's defects. If you have any issues or question about warranties please contact our customer service team.
We are working diligently with suppliers to ensure we have enough spare parts to fulfill any warranty requests in a more timely manner. As a small company, having our community surround us has carried us through so many exhausting weeks.
While Europe and the USA will begin experiencing a colder season, we will regroup and focus on growing our internal team, learning from your feedback, and providing answers to many of the questions asked of us during this tumultuous year. During this time, we will process all of your feedback and improve how we do things to provide a better experience for our Super Squad. We want to take this moment to address our community of riders and express our gratitude and appreciation for all of the love and support we have received during this tumultuous year.
Thank you for riding with us. Thank you for holding us accountable, being patient, and allowing us to learn, adapt, and succeed during this challenging time. We need you to know that SUPER73 has heard you, is here for you, and is working hard to ensure that we can soon deliver the fun and safe e-bikes you know and love. Our brand and our team are here for the community, and not a day goes by that we don't remember the value of our riders, appreciate our community, and learn as we grow with you.