This is a tough one for everyone.
When a major component like a pump fails, it’s disappointing all around – for your team, for the guests who were looking forward to riding, for the manufacturer, and for us. The good news is that these situations are extremely rare. The bad news is that, unfortunately, this time it happened.
I want you to know that nobody is treating this as “someone else’s problem.” Whether the root cause ultimately sits with FlowRider, the manufacturer, or elsewhere in the supply chain, we are taking ownership of helping get this resolved and getting your FlowSurf back in operation as quickly as possible.
Since the issue was identified, all parties have been working with urgency. Conversations are happening daily, actions are being taken immediately, and everyone involved understands the importance of minimizing downtime for your venue and your guests.
We know there were riders booked and excited to get on the wave, and we’re genuinely sorry for the disruption this has caused. Please know that restoring operations is our top priority, and we will continue pushing every avenue available to accelerate the solution.
Thank you for your patience, partnership, and understanding. We will keep you updated every step of the way.
Sincerely,
Marsh
FlowRider
