u/michaelpgoodwin

I love George Kittle, but he has let me down by cheering for the Thunder. They are unbearable to watch.

About two years ago, I purchased a Magnum Voyager. I thought it was wise to get the extended warranty along with the bike, since I planned to ride it every day to work. The warranty is run through a third party company called SureBright. I hadn't needed to file any claim until earlier this year, when the throttle just randomly stopped working in the middle of a smooth, flat ride. I submitted a claim through the SureBright website, and proceeded to get some of the worst customer service I've ever experienced. They perpetually dragged their feet with automated emails saying that they were "waiting on an adjudicator team" to make a decision on the claim. It was a very straightforward issue that shouldn't have needed much thought. So I was a bit confused. As the weeks wore on, I would call multiple times into their support line. I was greeted by what was almost certainly an AI bot pretending to be a human, yet providing me no help whatsoever. Even when I asked to talk to a real human manager, it insisted that it was a real person but wouldn't put me in touch with a manager.

The only way I was able to get any traction was to actually have the bike manufacturer (Magnum) call them and complain on my behalf. After a full month of no real human contact, despite repeated efforts, I received a call from SureBright within 30 minutes of the manufacturer forcing the issue. The representative of SureBright said that they would get back with me within 2-3 business days to tell me where to take the bike for repairs. Then there was no communication for over two weeks. I again asked the bike manufacturer to reach out to SureBright to see what was going on. The representative from the manufacturer kindly contacted SureBright again, and said they "got nowhere with them".

Three days later I got an email from SureBright saying they were still waiting on their "adjudicator team" and that there was no need to involve the bike manufacturer. This was more than seven weeks after submitting the claim on a super basic issue.

At that point, I requested a full refund of the warranty, as the company was seemingly just dragging this out indefinitely and was not going to provide any actual value to me. They said that they would provide a prorated refund, which I rejected, asking for a full refund of the warranty.

Thankfully they agreed to a full refund of the warranty, and I am done with them. The experience was really bad in every way. I recommend that anyone considering a bike purchase that has a warranty through SureBright to at least take my experience into consideration as something that could happen to you.