I’ve just received my TM26 which I sent to Nitecore for warranty repair because it got water inside the electronics/reflectors and malfunctioned when I tested the light in a bucket of water for water resistance 3 months ago. Right when opening the parcel containing my TM26 I immediately noticed how little of bubble wrapped they used (3 layers of POPPED bubble wrap and nothing else) and found this…
Here’s what I got when I asked them regarding the repair conducted on my TM26 when they still have my light for repair.
I wonder if this to be expected when sending your flashlight in for warranty service? Like dent/chips and OLED display with dark line.
Fyi:
This TM26 was in pristine condition in terms of physical condition when sent in for repair (no ding/chip) because this is my #3 TM26 and its a shelf queen. I only use to show off when I get a guest who’s into flashlights.
Sorry for the confusion. Its the same TM26 (verified through its serial number).
I sent it to their factory (Sysmax) with enough if not too much bubble wraps to ensure it wont get damage while in transit.
Yes I paid for the shipping cost to them.
So Nitecore is not aware of the current issue; you haven’t contacted them about this, is this correct?
Well, I certainly wouldn’t accept this situation, and personally I feel Nitecore should pay for shipping cost this time.
Actually it was Nitecore who asked me to send my light to Sysmax Industry Co… I got in contact with them through their support page on their official website (nitecore.com)
Yeah, no way I’d accept that. It would be like dropping my car off at a mechanic and then picking it back up with a huge scratch down one side. Who would be okay with that? Not me…
About 3 months ago I sent Nitecore an EA8 that won’t go past low mode. Yes, it was through their website’s “contact us” and I followed all their instructions for an RMA. I paid about $32 for the freight charges back to China. They just asked for the serial number to check authenticity and that was it.
Well, it’s either I pay $32 or be contented with an EA8 paperweight.
After about a week, they sent back the light without them asking for repair payment nor the return freight, and yes, they sent it back with minimal protection, fortunately mine survived its journey without bruises.
I got my TM26GT for $160 from gearbest. I can send the light 5 times to China, and it would still cost me less than to buy from local authorised dealer…
Not sure how’s EA8 warranty but TM26 has 5 years warranty and I think I’m not getting any extras here because its part of the deal, right?
Also the light is rated with IPX-8 and shouldn’t have any issue when submerged underwater at 1 foot deep for less than 5 minutes.
Please enlighten me if I’m missing something here.
Same thing happened to my TM26… The lcd simply stopped working after a year of very little use. Nitecore told me to contact the seller, and the seller told me to contact the manufacturer.
I think warranty on EA8 is the same. Yeah it’s IPX8, so you shouldn’t have had problems in the first place. Nitecore knows you paid for shipping and spent a lot of money on the TM26. They should have fixed the light properly, put it in a nice well protected box with a card that says “sorry for the inconvenience, thank you for choosing Notecore”, and include a tube keychain light. That’s how you treat customers who spent so much on a flashlight.
Because that little effort can make people think like hey that’s really nice, I might get a TM28 as well.
In my case with the EA8, Nitecore (China) never asked where it was bought, nor how long ago (surely they know it can’t be more than 5 years old), but simply asked for the serial number (from here they would know who the dealer was when it was dispatched)
The EA8 was from GoingGear, USA, btw.
My first experience with a malfunctioning light was with my Zebralight SC600. (bought from HKe) Literally same almost no-questions asked procedure, just pay for the trip back to China, and they take care of the rest, at no expense to the owner. EDIT: I just checked: I was charged $15 for the return trip to my country.
Tomorrow I will be sending 2 Olight S15Rs (from Gearbest) that do not go past low too and Olight (China office) support is even a notch better, not even a serial number question, but just a “send it back to us” thing.
Here’s a copy of our conversation just this morning:
_Sorry to hear about your flashlight. You could return it back to us for repair, the contact information as below:
After sending our, please tell us the tracking number so that we can trace, thanks._
Personally I don’t expect any decent manufacturer to even point the RMA to the dealer. ( I am surprised with will34’s case though)
As to the dent on the light in the OP, well, it’s something to be discussed with Nitecore.
I’m a bit confused with the Nitecore USA/China discussed here because I initially sent my concern through Nitecore.com and the first e-mail I received from them was already from China I believe because it says,
Sysmax Industry Co.
Add: Rm1407-08, Glorious Tower, 850 East Dongfeng Road,
Guangzhou, 510600 China
Tel: +86 20 8386 2000
Fax: +86 20 8388 2723
Web: www.nitecore.com
