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NiteRider Technical Lighting & Video Systems, Inc.

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NiteRider Technical Lighting & Video Systems, Inc. Reviews (1)

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

I 'f,·C'-

NiteRider Technical Lighting Systems

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Description: Sporting Goods - Wholesale & Manufacturers, Lighting Fixtures - Retail

Address: 8295 Aero Place #200, San Diego, California, United States, 92123

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