It’s not too often that I talk about companies or products here. I have talked about some cycling, running and triathlon related products over the years, especially once I’m confident that it’s something that I like.
This is one of those times.
Actually, a moment to rave about some phenomenal customer support from Light & Motion.
I bought a set of Stella 300 Dual headlights back in autumn of 2009. I needed them for my bicycle commute to/from work in Germany. If you’ve lived in Germany, the winters are cold and dark. Very dark. Especially if you spend a large amount of time riding through the forest, hoping to dodge any deer or boar that want to cross the trail.
They treated me extremely well through 3.5 brutal German winters, including two in a row that the German weather service declared “the worst in 40 years”, followed by “the worst in 41 years”.
Except when I was commuting, it was pitch black except for what the Stella would illuminate. Which on a snowy ride like this, pretty much everything was illuminated for a good 30-40 yards ahead.
Like I said, brilliant riding.
Here in Oregon, I don’t need them for daily commutes, instead breaking them out on occasion, like every Monday to get home from the bike polo game. A couple of months ago I realized they were not working as they had, or should. So I contacted Light & Motion.
A bit of talking back and forth and they suggested that I send it in for a look. Which I did.
They arrived back at my front door today, an almost completely brand new set.
Looking at the work order, it mentions that they replaced the cable (that runs between the battery and the lights) as well as changed out the lights. In other words, they rebuilt a new set, which is great since they no longer make this model.
So the lights are almost five years old and completely rebuilt.
They covered it under warranty work!
The quote that they gave me prior to the work was extremely reasonable, coming in at around 1/10 the cost of buying a new light kit. I was pleased with that, knowing that their standard warranty length is two years. But three years after that point, they still covered it.
Amazing service that was completely unexpected. Unexpected, but greatly appreciated.