I've had a Diablo for nearly a year. Last week it started doing some odd things after riding to work against the monster headwind and heavy rain on the stormiest day. It worked without the remote switch, just not with it connected, so I reckoned it was probably just water in the socket, but as it had never caused problems before in bad weather I thought I'd email Exposure support just to check if I should be worried. Over a week later they haven't even acknowledged my email (although the Diablo has behaved itself fine since in more normal weather).
I'm a bit peeved at the lack of response. Before I bought the Diablo I considered all sorts of makes, including DealExtreme stuff, Trout, make my own, etc, and one of the reasons I went with Exposure was because I'd heard their customer service was very good if anything did go wrong.
So, is the support actually useless after all or have I just been unlucky?
phone them
always recieved excellent responses over the phone with them
although the guy i dealt with previously has left now 🙁
Always has excellent fast and helpful responses from them
Very good on the one occasion I used them.
Good - hopefully just a one-off lapse then. Perhaps I'll try phoning instead of email if anything else odd happens (although it seems completely fine now). Interestingly, one of the features mentioned on the new Mk3 Diablo is "improved sealing of the charge socket". Hmmm.
Contacted them twice and they were very helpful both times.
When I needed to contact their support, like you they did not respond to emails. They were alright on the phone and problem was rectified.
Certainly haven't been wowed by their support but not bad either.
Just give them a call.
tbh i have a duct tape flap over the charging socket on my exposures for the most part. not because of problems ive had but friends have had with that part
Slow response here (I emailed rather than phoning) but I did get one, and it was very positive
i.e. they sent me some new parts for it rather than asking me to take it back to the shop (which they would have been within their rights to do).
been excellent on email for me.
Rubbish when I used them.
3 weeks to replace batteries in a Race light.
Never replied to mail, couldnt find the light when I phoned.
In the end I complained and strangely enough got my light back repaired free of charge.
3 bl**dy weeks though and I live in the same County !
Certainly not the best I have used thats for sure.
My lights also do strange things when the rain gets real heavy..guessing a design fault / poor water resistance.
Good lights other than that. 🙄
I'd agree with the above comment regarding wet weather. They are use-less. I always make sure I have a spare headlamp when riding in the rain. I've had quite a few water damaged ecbs that have been fixed, but don't inspire confidence. Designed for UK conditions? Dream on!
my 3 year old one stopped working so sent it to them for repair,following day had a call saying it had condensation in side and had corrided terminals dam and blast, he then offered fot £100 i could have the lastest version RESULT .
I emailed them at least a week ago about a problem with my helmet mount. I've since sorted it myself but still haven't had a response from them
I have only ever called them and got excellent service. They might be a bit short staffed at the moment due to The London Bike show as they have a stand.
Fixed a problem for me just before a light was out of its 2 year guarantee - despite the issue being caused by myself. A company I am happy to use and support.
OK, thanks for the replies. Still no reply to my email, but the light has been fine, so I'll leave it for now. If it freaks out again I'll try phoning them. Must say I've had no problems with mine apart from that, and it's pretty wet round here. The weather was pretty extreme that time (I had to get off once because I couldn't keep moving into the wind) so hopefully if it was water ingress it won't happen often. Next time we get constant 70mph wind and torrential rain perhaps I'll put it in a bag 🙂 (or drive to work like every other sane person did that day - but where's the fun in that?)
I emailed last week, got a response in 3days. Mine was a 'its broke, can i send it in?' question tho.
Rich
Mine was a "should I be worried about this, do I need to send it in?" question.
good service by my experience.....
Crashed and smashed the battery in an old model Exposure light. Emailed and was offered discounted replacement unit or a new battery.
Posted a cheque and received a battery in quick order. All sorted and very happy.
Lights still working fine after 5 or so winters, so happy with the service and the product. I'd buy exposure again based on that....
I had a problem with my Maxx-D battery not giving anywhere near the recommended run time.
They told me to return the light and 10 days later it arrived back with a brand new battery. They even fitted a brand new switch even though my old one worked just because it seemed a bit worn.
I can't speak highly enough of them to be honest.