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Much like someone else's Exposure experience a week or two back - I filled out the form, ticked "service" and sent my old R4 to Hope last week. I bought the light in 2011, so it was probably five and a half years out of warranty., After years of use/abuse.it had a wonky connection between battery and lamp/charger and the on/off button seemed to have something loose also.
Was expecting a call/email about paying for the service after a day or two .Instead I got a UPS email on Monday afternoon.
When it arrived, I found they replaced my charger with a new one, replaced all the leads & connectors, and it doesn't say it on the sheet, but my battery looks a lot newer than the one I sent to them. All replaced free of charge, and sent back to me by courier (international shipping too)
All of which is a long winded way of saying Hope are a bloody great company.to deal with.
They are good. I enquired about buying new rubber grips for my two Hope Vision 1's which were a few years old. They emailed back asking for my address and new parts arrived a couple of days later, free of charge.
my mate had a similiar aged one repaired for free a few years ago, since buying exposure and having quite a bit of hope kit, its good to support our uk economy, yes you pay more but so be it
I sent a Hope Eternity seat post back for repair. I'd phoned to enquire if it was possible, told them it was second hand, explained that the head was rotating in the post after a big crash. "Aye, send it back and we'll 'ave a looook". 3 days later it was returned, no charge, with some stickers.
I'm a bit of a Hope Fanboi.
I've had my similar vintage R4 repaired by Hope free of charge twice out of the official warranty period. Fantastic customer service!
The flipside is, Hope lights don't have very good cabling- the connectors go wonky and there's no real strain relief. And they know that, because all their lights have the same potential issues and they've been fixing them for years. Really good customer service would mean fixing the underlying issue so your lights don't break.
But they are excellent when you need it
My R4s have been problem free and are really early sets, but just for balance we sent back loads of Pro 2/2 evos with exploding bearings - all replaced FOC. Its not whether you have problems, its how you deal with them that counts. There's a reason Hope are one of the major players & innovators in the UK bike market nowadays.
What was the exposure experience? I ask as I own an exposure light, chosen over a Hope one
Exposure have really good customer service too.
Hope customer service is second to none. I've had a pro 2 hub replaced FOC after it cracked on a second hand wheelset. A crown race seal popped in the post. They get my repeat custom
I've had one reason to ever contact hope customer service and I echo above, superb. I wasn't asking for them to fix anything, merely to where I could get a part. They sent out free of charge.
I'm not swayed by the fact they are a British company like some, however I am swayed by how they treated me as a customer
My experience was certainly a factor in me buying their brakes above other brands.
I’ve had one reason to ever contact hope customer service and I echo above, superb. I wasn’t asking for them to fix anything, merely to where I could get a part. They sent out free of charge.
Exactly the same for me, and it wasn't even a part for my bike just a ham fisted mate who had made a pigs ear of a repair job. Asked how much for a couple of bits & they just said what address to deliver to 🙂
I've had Hope hubs, lights & brakes scattered between 5 MTB's in the last 20 years. I've only needed their help 4 times (2 maxles, 1 axle & a charger problem) All fixed FOC even though all but one were out of warranty.
No brainer for me. Theyr'e the epitomy of how products & service should be.
I only click on hope customer servoce threads because they're guaranteed to make you feel good about the world.
Hope are ace. I buy stuff from Hope as I know I will be looked after as they care about their customers and produce stuff I like.
Same experience as above really I broke the battery cover on my adventure light the other day, light is 6 years old, emailed to ask where I could buy a new one. They apologised for the fault and asked for my address, 3 days later new cover arrived in the post free of charge. Awesome customer service.
Stevious - Same here!
I recommended my girlfriend's brother and dad over in Sweden to buy some Hope lights when they were looking for headlamps for XC skiing at Christmas for these reasons!