Hello, Dear Friends!
We bring our apologies that we have not been in touch for almost a month. This month was rather challenging for us. We did not know the answer to many of your questions because the investigation was in progress. And we did not know what we would discover as a result of the investigation. But now we have full information, and we can share it with you.
We have completed the investigation. We did a lot of different tests with more than 200 springs and none broke down. We conducted the investigation with the help of specialists and scientists from 3 institutes: G.S. Pisarenko Institute for Problems of Strength of the National Academy of Sciences of Ukraine, E.O. Paton Electric Welding Institute of the National Academy of Sciences of Ukraine, National Technical University of Ukraine "Igor Sikorsky Kyiv Polytechnic Institute". These scientists helped our engineers find the cause of the breakdown and find a solution to this problem. A material defect was not detected. So, after the tests and analyses we found out that there was a defect in a small portion of the produced springs. Less than 1%, which was due to a slight violation of the heat treatment process.
Regarding the feedback from the backers whose springs broke down, we also managed to find out,that when this happened, they just heard the sound of "crack", stopped, took off the spring, set the saddle back and continued on their journey. No one was hurt and no one fell from the bicycle.
We contacted the backers who already use the springs. Almost all of them said that they will continue to use springs. Some decided not to use the spring until we send them new ones. People of different weights, on different roads and with different settings, use Rinsten Spring and they are satisfied with their springs.
Despite the fact, that the percentage of breakage is very small, we decided to make an entirely new batch, which we will send to our backers. Of course, we understand that this is another delay, but in any case we will not send Rinsten Spring even with such small probability of breakage. Our reputation and honest name is the most valuable for us.
You believed us when you supported our project for the first time, now we ask you to support us again. But, this time not with money, but with patience. New batch will be ready in August. And we will start to send your orders immediately after it will be ready.
We are working now on refunds for those, who prefer to receive it - this is just the matter of time as the funds have been invested in production. So please rest assured, that the refund will follow - albeit maybe not right after the request, but with some reasonable wait time. We will regularly be in direct contact with all who request the refund.
On the other hand, we are full of appreciation and gratitude for your support, aired in comments and private messages alike. We, too, believe, that safety is above all and value your understanding on more time needed to produce a product with high level of reliability. We are, too, deeply concerned with the situation. We are working hard with engineers to improve the metal alloy to enhance the durability of the spring.
Our customer service agent will be in touch with any backers who experience any kind of breakage to further investigate and replace the product right away.
Once again, thank you for your trust, words of support and patience.
Together we will make this part as safe as physically possible.
Iurii & Rinsten Team