Well, you are dealing with two Chinese companies, neither of which have a presence in the US (assuming you are from the US). Knowing that going in, it’s a crap shoot in both language barriers and questionable support.
The nice thing about Olight and Zebralight is, they both have offices in the US.
I’m still confused why you think nitecore customer service is lacking in anyway? They asked for you to verify serial number to show you have a real product. Then offer the replacement part for Free. All you pay is shipping. That seems like a good company to me. Hopefully you never have to deal with GB customer service or a couple others I won’t name and you’ll see that dealing with nitecore is a piece of cake.
They could have asked you to shoot a small video showing the problem and then review it and then try to blame you for breaking it saying commercial use etc. And then maybe replace it if lucky. Long time members know what I’m talking about. To me you got no hassle from nitecore they promplty responded with a free replacement part. Didn’t have to jump through hoops to have to come to a agreement or be forced to take GB points on your account instead of the thing you need. Even if you order the 1.55 part your most likely going to have to pau shipping. Shipping cost is part of life
Whether its a grey market seller or legit dealer doesn’t matter st this point nitecore verified his serial number and agreed to replace the part. He just doesn’t think he should have to pay $4 shipping for it. Even if he contacts the dealer. Most likely they would want him to send it to them for them to repair. And the authorized repair centers arnt going to pay your shipping for the repair. They will fix it free though
And, it sounds like his serial number may not be a valid number that Nitecore even has to support. He really should go to the dealer, as the warranty specifies.
So, Nitecore is giving him more service than he deserves. A free part, just pay shipping which is standard.
I think this is a case that demonstrates the customer is not always right. A company should only go so far to please some people. It’s the old 80/20 rule. 80% of your profits come from 20% of your customers. And 80% of your time is spent on 20% of your customers (not the same ones). Though, I think that last part is more like 95/5.
As Speed4goal correctly pointed out,“Whether its a grey market seller or legit dealer doesn’t matter at this point nitecore verified his serial number and agreed to replace the part”. As hannk wrote,“There ya go! If the blanks are filled in on that warranty card, that identifies the dealer or distributor it came from, and that’s who you contact for warranty service.
If there is no information filled out on that card — then contact the dealer or distributor, who should have filled it out for you.
And, it sounds like his serial number may not be a valid number that Nitecore even has to support.(see post#24) He really should go to the dealer, as the warranty specifies.” But I already know who the dealer is,GearBest. And as others have pointed out their customer service can be spotty at best. Usually when a part is defective most companies will pay for the return shipping. I also have the option of disputing the entire purchase with my credit card company because it can be argued I was sent a defective item that does not work as advertised. You’d be surprised at how much influence one can have when an item is purchased with a credit card. American Express is one of the best for this, although I used a different card in this instance. Since I only paid $33.99 w/FREE SHIPPING on the group buy,for a light that retails for $54.95, I think I’ll follow Hanks suggestion and just go to Simon’s store at aliexpress for a replacement. Speaking only for myself, this will ultimately cost Nitecore more than $4.00 in future lost sales. Thanks again everyone for all the great input and for keeping this thread bumped to the top.
Wow you still think your in the right, amazing. I think we all just got trolled by the other forum, there’s no way this person is real. No way your still alive after all these years if you really think like this.
Glad you found that, when someone is crazy they think everyone else is wrong despite all evidence to the contrary. I’ve done a handful of warranty claims in my life. Not one send me a prepaid envelope. One j even had to send a prepaid label for return shipping for when the repair was complete. There maybe a few handful of companies who will pay for shipping on warranty claims. But few and far between and can’t just be expected because there’s a warranty. Warranty covers the product, goods or services, not how those things get to them or you. But occasionally a company may do it. Nitecore warranty statement says nothing about paying for warranty claims shipping. I actually like knowing that past 5 years they will still fix my lights for me I just have to pay labor the parts are still free. And of course shipping to them
Not that it bears any relationship to this topic but in the past the major US gun makers would pay shipping both ways on warranty work. In fact Ruger replaced the slide on a DA/SA semi-auto that was getting weak DA primer strikes that I purchased 10 year prior to talking to them. Sent me a prepaid label and then shipped the gun back to my FFL at their expense. And the interesting thing is that Ruger doesn’t even have a stated warranty on their firearms.
Toshiba has also sent me prepaid labels on defective laptop parts in the past.
Thanks to everyone for their comments. And for reminding me why I don’t have a Facebook, Twitter account or even a cell phone. And never will. I am unsubscribing from this thread and requesting the mods close it. In the words of the late Mr. John Mclaughlin, “BYE-BYE”.