NiteRider Technical Lighting & Video Systems, Inc. Reviews (1)
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NiteRider Technical Lighting & Video Systems, Inc. Rating
Description: Sporting Goods - Wholesale & Manufacturers, Lighting Fixtures - Retail
Address: 8295 Aero Place #200, San Diego, California, United States, 92123
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Review: I have the Road Rat lighting system; the cables on both the 10 Watt-6 Volt halogen headlamp and the 6.0 Ah-6 Volt sealed lead-acid battery have become frayed to the point that they are no longer serviceable; the lighting system is inoperative;Desired Settlement: a replacement with the same or similar product
Business
Response:
We are in receipt of your letter and the complaint filed by one of our customers as
identified by your ID #above.
NiteRider takes great pride In standing behind Its products and supporting our customers when there
Is a problem. We warranty our products against defects, but not against normal wear and tear. All
products, whomever they are manufactured by, have useful lives. None of us reasonably expects to
buy a product and have it last indefinitely.
By our customer's own 'Complaint Background' facts, the lighting system is ten years old. He states
that cables have become frayed over that period of time. I suggest that normal wear and tear over
ten years of use Is the cause of any fraying, not any manufacturer's defect. We typically warranty
cables for two years unless there are some extenuating circumstances. I have attached a copy of our
warranty statement from our website which details our warranty. and non-warranty, policies and
services.
As you can see from the warranty statement, the RoadRat could have been sent In and for a $20 bench
fee been evaluated for needed repairs under our 'Out of Warranty Repair'· program. This program's
bench fee does not include the replacement of parts that have been worn out unless a defect is
established.
We have no record of the customer contacting us directly to see if his system could be repaired. As
a ten year old system, it is no longer under warranty.
We can not replace a ten year old system as that system Is no longer manufactured or sold by us. In
an effort to retain a long-term customer however, we can offer the following to our customer:
We can look at the system if the customer would like to send it in under our
RMA procedures. The cost of shipping the system to us and any repair costs
would be our customer's responsibility. In all honesty, this Is not a prudent
use of our customer•s money due to the age of the system as many of the
parts are not stocked any longer.
That Includes the battery which was a lead acid battery and has not been used In any of our systems for
many years.
• We can offer a 20% discount off of MSRP on any system in our current
product line. These newer. more technologically advanced systems would
provide much more value to our customer.
I believe that these are reasonable alternatives for a valued customer who has received
a decade of reliable service from one of our products.
Please let me know what our customer decides to do. If he wishes to take advantage of
the discounted system, please have him contact [redacted] our Customer Service [redacted]
at [redacted] or at [redacted]
We appreciate the opportunity to resolve this matter in this way.
Best regards,
NiteRider Technical Lighting Systems
Phone 858.712.6042
Fax 858.637.6180
• We can look at the system if the customer would like to send it in under our RMA procedures. The
cost of shipping the system to us and any repair costs would be our customer's responsibility. In
all honesty, this Is not a prudent use of our customer•s money due to the age of the system as many
of the parts are not stocked any longer. That Includes the battery which was a lead acid battery
and has not been used In any of our systems for many years.
• We can offer a 20% discount off of MSRP on any system in our current product line. These newer.
more technologically advanced systems would provide much more value to our customer.
I believe that these are reasonable alternatives for a valued customer who has received a decade of
reliable service from one of our products.
Please let me know what our customer decides to do. If he wishes to take advantage of the
discounted system, please have him contact [redacted] our Customer Service [redacted] at 858-268-9316
x139, or at Jason@njt§rideq,:om .
We appreciate the opportunity to resolve this matter in this way.
Best regards.
C'-7 W
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NiteRider Technical Lighting Systems