ComplaintsforNitecore

• Initial Complaint

  05/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My problem is with your employee ************ I emailed Nitecore about my defective flashlight and I got the run around from this dude about getting a video of the intermittent problem that it is having. I got the videio luckily and he say send it back anyways!!??!! I mean wth have me take a video if I have to return it anyways? Why not just send me a freakin button? Then I tell him I have other Items I want to return and he only says one line response of the return label was for the flashlight only, nothing else. Then I call and he answers and I confront him on not explaining himself to me clearly iin his email and he gets this righteous attitude with me like I dont know what. After I ask to speak to his supervisor he asks to tak a name and number to have him call me back. Yea sure. I told him I was going to file a bbb complaint and he said go ahead and said have a good day and hung up on me. I read the other complaints about this company and I am now seeing what they are saying first hand. I get attitude from this guy all the time I deal with this company and I am sick of it!!!!! I am going to return everything I have purchased and file a charge back on my CC to them!!! *** spent alot of money and left great reviews only to get s*** on!!!! I cannot stand giving hard earned ****** to attitude comapnies who think their s*** doesnt stink. I will cease to give my money to companies who employee these type of people to handle customer service. I want my money back and I will get it one way or the other.

  Business response

  06/04/2024

  Dear ********************,

  I'm sorry for the experience that you had while trying to receive warranty and/or return information. Please allow me to get this resolved as quickly as possible. I was provided your information from the representative in question and have reached out for further assistance (see attachment from 6/4/24). I'm happy to provide support or additional information to assist with your warranty and/or returns. I look forward to your updates.

  Thank you, *********************.

• Initial Complaint

  11/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Charger was ordered From Amazon and from Nitecore store but i no longer have access to the receipt. I was charging batteries that i always charge in it when i heard a pop. The charger smelled **** and was very hot. Company just plays the run around games / does not stand behind their products.

  Business response

  11/22/2023

  We are happy to help. To better assist, we please need Amazon order number and the name of the seller so that we may review the details. Thank you, ************, ****************

  Customer response

  11/25/2023

  Complaint: 20882988
  
  I am rejecting this response because: order number #***-3719958-6001001. The main issue is you guys wanted a number you guys put on the box. I was told you guys would not help me without that. Most customers do not keep the box and you guys know this. To keep info on the box and not the item itself is unethical.

  
  Regards,
  
  ***********************

  Business response

  11/29/2023

  Thank you. We are unable to locate that order from our store. You should have received a confirmation email for the order and shipment. Can you please provide that information so that we may review the details? 

  Customer response

  11/29/2023

  Complaint: 20882988
  
  I am rejecting this response because: why ignore the part about the numbers you guys want that you keep on the box and not the item itself!?  This complaint can be closed with me being 100% scammed if you need that. Very unethical. I sent pics of the item. It's *************. It's clearly a fire hazard.  
  
  Regards,
  
  ***********************

  Business response

  12/06/2023

  **************** has been unable to provide proof of purchase from our store or our dealers, We are happy to assist further if proof of purchase is provided.

  Customer response

  12/07/2023

  Complaint: 20882988
  
  I am rejecting this response because: It's clear you scammers have no plan in helping with your run around games. I gave the order number. 1st you guys said you would not help without the sticker on the box, now you scammers play this run around game knowing full well this your product that is a major fire hazard. Will be filing with the attorney generals office.  This complaint can be closed with me feeling 100% scammed.l and ripped off. 
  
  Regards,
  
  ***********************

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Nitecore TM9K flashlight (from the Nitecore online store based in ******, **). It was delivered in January of 2020. After about two and a half years of very intermittent and careful use, the flashlight began flickering on certain settings. I am certain there is nothing I did to the flashlight to make it perform this way, and I have found similar complaints of other Nitecore users online suggesting that this is a known issue and is caused by poor materials and workmanship in manufacturing. This is a $160 flashlight that is sold as a premium product that failed after relatively little use. I contacted Nitecore and was told that their warranty is two years and they will not stand by their product now, as it is after 3 years. I noted that I have been a Nitecore customer for more than 10 years and have purchased at least six of their lights. but their only solution was to offer me a coupon off a new $160 light, or to pay a third of the value I originally paid, to send my light to ***** for repair, a process that could take 3 months. I'm disappointed that Nitecore does not value my business and patronage and that they do not stand by their products. Under an implied warranty of merchantability, a product should not fail to be fully functional after just a couple of years of very light use.

  Business response

  04/13/2023

  We are happy to help. The light is covered by a 2-year service warranty from the date of purchase. Since this purchase is outside of the service warranty period, we offered an extended warranty directly with the manufacturer which the customer refused. If the customer would like to move forward with the extended warranty, he is welcome to reach out to ** at any time. Thank you.

  Customer response

  04/20/2023

  Complaint: 19623826
  
  I am rejecting this response because:

  
  The company did not offer me an extended warranty. That is a misrepresentation.  After several interactions with them this is the first time I am hearing those words. The options they presented me to were as follows:
  
  A. A coupon toward the purchase of a new $160 light. (Which presumably would also fail in two years)
  B. I pay to have the light sent to ***** for 12 weeks for repair. (At unreasonable cost)
  
  I am certain that there is nothing that I did to this product to make it fail in the manner it has. It has seen only careful, intermittent use and has been cared for meticulously. This also is not an isolated case as I have found accounts of other owners who have had similar issues. Nitecore markets itself as a premium brand and this was a $160 flashlight that failed after two and a half years of use.  Under the implied warranty of merchantability in ********** (and *****) this product should not have failed in the manner it did after such a short time. It is disheartening that Nitecore does not value more than ten years of my patronage of its products, that they do not stand behind the quality and durability of their products, and that they dont seem to admitting the poor manufacturing practices with their electronics that are leading to these early failures.
  
  
  Regards,
  
  *************************************

  Business response

  05/12/2023

  ****************** purchased a flashlight from our store on 12/29/2019. It is a lighting product with a built-in battery and comes with a manufacturer's warranty of 24 months from the date of purchase. The warranty term is included in the product manual and on the manufacturer's website. ****************** was aware of and agreed with the warranty terms when he made the purchase. We also offer a 30-day return policy if a buyer does not satisfy with the product or the terms.
  
  As ****************** purchased the flashlight in 2019, the warranty had expired by the end of 2021. By the time he contacted ** in 2023, another year had passed. According to the warranty terms, the factory will still repair the product but may charge the cost of the replacement parts. The product will be sent to the factory for service since the model is now discontinued. Our customer service team explained the warranty terms to *******************  
  
  ****************** rejected our proposal and asked for an outright replacement. We explained to him that the factory would repair or replace the product depending on the issue when servicing it. ****************** again refused to proceed with the warranty service and stated that it was too late and he had already divested all of our flashlights in his households and enjoyed other brands now.
  
  We are sorry for the inconvenience. Mr. ******* can still get his flashlight repaired or replaced if he is willing to send it to ** for service.

  Customer response

  05/12/2023

  Complaint: 19623826
  
  I am rejecting this response because:
  

  First, this product was purchased at the end of December 2019 but was not delivered until January of 2021. So this business is playing with the numbers a bit here. The product began to fail in mid 2022. So yes, there was a delay in me contacting Nitecore. But I expect this pedantry, and short warranty compared to their competitors, is because they know that their products have cheaply made and shoddy internals. And I never "agreed" to any warranty terms. I simply bought a product. I think it is fairly slimy of this company to assert that customers are "agreeing" to something automatically simply because they didn't read through thousands of words of super fine print. Since I had a decade of experience with these products to their point, I expect this product to perform as others had in the past, and that the company would care about their customers and stand by their products. But clearly those were false hopes. Once again, this product was treated carefully and was used lightly. And yet it failed, likely due to poor workmanship or manufacturing. I'm confident there was nothing I did to cause this light to stop working properly. And I have found accounts online of others having similar issues. So mine is not an isolated case. An implied warranty or merchantability in the ******************* suggests that a product should not fail to operate for the purpose it was intended in a period of less than four years. And so now there is a complaint that has been recorded by the ************************* here about Nitecore's flawed products and so-called "warranty." After spending $160 on a flashlight, which failed after short use in a relatively short time, the "solutions" offered by this company were an insult. Why should I have to spend more money (and to be without the use of th product for months) just to get it to work as it was advertised? So because they failed to stand by their products, they have permanently driven away my business after a decade of patronage. I will never buy another one of their products. I will never recommend their products or brand to friends. And I have posted reviews to a number of online review sites in the hope that I can help spread the word of the poor quality and inept customer service at **********************. I expect that as Nitecore continues to sell over-priced, under-built products, and then leave consumers twisting in the wind when those products fail after a relatively short time, they will eventually succumb to competitors with better products, with longer warranties, and with customer service that actually serves customers.

  Regards,
  
  *************************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩