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Old 01-07-14, 03:02 PM   #1
KenshiBiker
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Niterider Customer Service

So I have a couple of Niterider Solas tail lights. I wanted to get two more seat stay mounts so I could mount one on each seat stay of my road bike and my fixed gear (both of which I use for commuting, depending on weather). I looked at the usual suspects (Amazon, Bike Nashbar, etc.) but could not find anyone that sold the seat stay mount individually. I then looked on the Niterider website but could not find it listed there either. In desperation I sent an email to their CS department, explaining what I was trying to do. Within a couple of days I received an email asking for my mailing address saying they would be sending me one at no charge. When I replied that I really wanted to purchase two mounts, I didn't hear anything back from them until about a week or two later, when an envelope with two seat stay mounts showed up in my mailbox.

I consider this excellent customer service, and thought it should be mentioned (since we often are very quick to complain about poor CS - and I'm just as guilty as anyone else).

KB
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Old 01-07-14, 06:48 PM   #2
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Sounds like Niterider has better customer service than Cygolite. I wrote them offering to return the seatstay and seatpost brackets in exchange for a rack mount, they replied with a link to buy one.
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Old 01-07-14, 06:58 PM   #3
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+1, they are in San Diego. made there, I think Cygo is offshore.

I lost a part on my handlebar mount, Halogen 6v, they changed the design , since,
so instead of a small part they shipped a new bracket.
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Old 01-08-14, 01:40 AM   #4
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+1, they are in San Diego. made there, I think Cygo is offshore.
Nope, they're near LA in santa ana

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Sounds like Niterider has better customer service than Cygolite. I wrote them offering to return the seatstay and seatpost brackets in exchange for a rack mount, they replied with a link to buy one.
No offense, but it's nice of niterider to offer a free one but this is pushing it a little when you purchased it full knowing that you're not getting a rack mount for free and didn't know if you could exchange the standard one
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Old 01-08-14, 02:12 AM   #5
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+1. I have two Niterider Minewts (250 and 350). The 350 wouldn't charge, so I called, got a return authorization (no charge to me). The problem ended up being the charger, not the light, which they promptly replaced. I also asked them for a new rubber cover for the charge socket on the (older) 250, since the little hinge/tab thing had broken after opening and closing it to charge numerous times. They sent one along with my returned 350, no charge. They deserve to be complimented on their great customer service. Some parts are made off-shore, but Niteriders are assembled in the USA.
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Old 01-08-14, 04:40 PM   #6
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No offense, but it's nice of niterider to offer a free one but this is pushing it a little when you purchased it full knowing that you're not getting a rack mount for free and didn't know if you could exchange the standard one
That's what I said, Niterider has better customer service. Topeak was also great. After I bought the Morph G pump, they gladly accepted my return of the center mount bracket in exchange for a side mount one.

Would be nice if these light/pump makers include all sorts of available mounting brackets in the package to suit the buyer's needs, or let the buyer choose an option when ordering. Though it's not expensive to buy separately, they always include a shipping charge that is about the same amount or more than the item costs.

Last edited by vol; 01-08-14 at 04:44 PM.
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Old 01-09-14, 02:36 PM   #7
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True, in my experience both NiteRider and Topeak have excellent and way better than normal customer service!

Rick / OCRR
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Old 01-10-14, 03:02 PM   #8
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This goes back a ways so bear with me; Back when I was still using a Niterider 10W halogen lamp on my helmet...( I'll try to be brief ), When my bulb burned out ( MR11 spot bulb ) I ordered a bulb from an on-line vendor....The bulb came but I discovered that the beam pattern was not "spot" like my previous bulb. Ordered another one and got the same thing. Finally I decided to order directly from Niterider. Went on-line and ordered the spot bulb...it came....Much to my dismay it DID NOT HAVE THE SAME SPOT PATTERN. Angered at this I called Niterider up to discuss the issue. At first they assured me that They sent the right bulb. Then I told them I still had the original bulb and the reflector on the new one did not match the old one. That was when the guy ( sheepishly ) told me that, "Oh...that bulb, we don't make that bulb any more. We only make the intermediate bulb".....so I was sent the wrong item and initially lied to. Would of cost me too much money to return so I had no choice but accept the loss. Never bought another Niterider light after that.

I always believed in the saying, "You only get one try to make a first impression". Niterider failed to impress me. After that I resolved not to buy another Niterider product.
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Old 01-12-14, 12:05 AM   #9
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This goes back a ways so bear with me; Back when I was still using a Niterider 10W halogen lamp on my helmet...( I'll try to be brief ), When my bulb burned out ( MR11 spot bulb ) I ordered a bulb from an on-line vendor....The bulb came but I discovered that the beam pattern was not "spot" like my previous bulb. Ordered another one and got the same thing. Finally I decided to order directly from Niterider. Went on-line and ordered the spot bulb...it came....Much to my dismay it DID NOT HAVE THE SAME SPOT PATTERN. Angered at this I called Niterider up to discuss the issue. At first they assured me that They sent the right bulb. Then I told them I still had the original bulb and the reflector on the new one did not match the old one. That was when the guy ( sheepishly ) told me that, "Oh...that bulb, we don't make that bulb any more. We only make the intermediate bulb".....so I was sent the wrong item and initially lied to. Would of cost me too much money to return so I had no choice but accept the loss. Never bought another Niterider light after that.

I always believed in the saying, "You only get one try to make a first impression". Niterider failed to impress me. After that I resolved not to buy another Niterider product.
That's pretty close to my experience with them. I bought their top of the line light (it was over a decade ago, so I don't know what they called it). It failed catastrophically. I sent it back for "servicing" on their advice, but on my dime; yes, they even charged me for the so-called servicing. When I got it back, it still wouldn't work properly (it would just stop at random times and then decide it didn't have enough charge left in the batteries to work). I called them got insulted by their customer service guy. Then I got his boss, she made vague promises of sending me a new light that wouldn't do what I needed. Then I talked to the president of the company (yes, they were that small back then), and he promised to fix things up for me. They never sent me a replacement and I had just wasted several hundred dollars.

Every decent bike shop in town stopped carrying their products at that time. The two I talked to about it said they were tired of fielding complaints from customers regarding Niterider's constantly defective products and their unresponsive or insulting customer service. I'm pleased to hear that some people are having a different experience nowadays, but they will never get me to give them a second chance to make a first impression.
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Old 01-18-14, 01:27 AM   #10
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That's pretty close to my experience with them. I bought their top of the line light (it was over a decade ago, so I don't know what they called it). It failed catastrophically. I sent it back for "servicing" on their advice, but on my dime; yes, they even charged me for the so-called servicing. When I got it back, it still wouldn't work properly (it would just stop at random times and then decide it didn't have enough charge left in the batteries to work). I called them got insulted by their customer service guy. Then I got his boss, she made vague promises of sending me a new light that wouldn't do what I needed. Then I talked to the president of the company (yes, they were that small back then), and he promised to fix things up for me. They never sent me a replacement and I had just wasted several hundred dollars.

Every decent bike shop in town stopped carrying their products at that time. The two I talked to about it said they were tired of fielding complaints from customers regarding Niterider's constantly defective products and their unresponsive or insulting customer service. I'm pleased to hear that some people are having a different experience nowadays, but they will never get me to give them a second chance to make a first impression.
Sorry you had bad experience back then, but it seems to me that they have made improvements since then. A "first impression" only happens once, but not sure a "second chance" should be out of the question. I also have some Light and Motion lights I am happy with, and have never had any reason to contact them...product quality seems very good, but don't have any basis to judge customer service (which is a good thing, actually).
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