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These tales of good customer service from the likes of Exposure are so common that there is probably not much to be gained from another one. But we are quick enough to complain, so why not I guess.
I bought a Reflex Mk 2 a couple of years ago. I use it about once a week for almost six months of the year and it's never missed a beat. However, it's never given the anticipated run time either. I'll start a ride with it showing an anticipated time of 3 hours, ride for an hour and a half by which time it has dropped down to less than an hour. It wasn't enough of an issue for me to do anything about, but it bugged me and since my warranty was up in October I thought I'd better get it sorted.
Reported it to exposure, they sent me the returns form and I sent it back. Got it back a week later with some bits replaced and a nice new charger. However, it hadn't really fixed the problem, so I sent it back again.
This time they said that they couldn't replicate the problem, so they just sent me a brand new light !
To be honest I'm not sure there was anything wrong with the old one (and I said this to them). I'm not sure how the adaptive reflex stuff is supposed to know that my ride is going to finish with a fast downhill back to the car, where I want full power. I just wanted them to check it out really and if they'd have said "it's fine" and sent it back I'd have been happy. But swapping a two year old light for a brand new one was a nice bonus.
Good call on reporting a positive customer service, as you say, we are all to quick reporting poor service. Guys at Exposure do seem to have a good reputation though and that's the main reason I stumped up the money and bought one, then two and then a third light from them 🙂 Hadn't had a major reason to test their service but I did have a minor niggle with my Maxx-D which I was just living with.
I normally charge my lights once I get back from a ride so it's ready for the next trip out but the Maax-D would occasionly loose 20-30% charge over a few days which caught me out on a few rides. I adapted my routine and just made sure I charged the day of a ride but wasn't always possible and it just didn't seem right.
Sent it back recently after speaking to them and describing the issue. Few days later it was returned with upgraded backplate, firmware updated and cleaned (!) Works faultlessly now 🙂
Not as impressive as your service example but genuinely pleased to support a local business who do make a good product and will support it.
You'll find roverpig...that the new light they sent you also has a 2 year warranty starting the day you got it.....that's what they said to me when they replaced my 1.7 year old flare light 2 months ago
Good ole Exposure!!
I've got an Exposure Joystick, and am currently saving my Topcashback/paypal money so I can buy another.
I know they are expensive, but the 'lifetime' support makes them worth it.
I've been down the route of cheap Chinese fireworks, and had a Moon XP1500 which failed, so not interested in anything else now.
im with you roverpig , top folks.
but never mind the "could have bought 27 million chinese lights for that price" will be along soon 😉
I normally charge my lights once I get back from a ride
wouldn't recommend that for battery longevity. Li-ions like to be stored cool and partly charged ( or partly dis-charged if you prefer 😀 ).
depends how long till next ride......
i mean partially charging my maxx D at night - then getting up a couple hours early to charge it up to full before using it the next day might be a bit extreme.....
if putting them away for summer only to be brought out for magical mystery tours then thats different,
I tend to fully charge mine a few days before I'll need them, but at the end of the season I'll just put them away after the last ride without charging (so they are probably around half charge). Not sure if that's the correct procedure, but it seems to work OK.
I run my almost all year round, it's really only a few weeks in summer where my night rides don't need any 'real' lights. I charge my MaxxD and Diablo on the morning of a night ride and have never had any issues.