I've also had good customer service from Hope over the past 4 weeks.
My older Hope Vision 2 Battery, the older Hope Kit has a different connection on the cables, packed up and it was sent back to Hope as they were going to repair it... when using a newer battery (with new connection) with the older light the connection would pop off every now and then on rough roads.
Anyway, Hope seemed to replace the battery with a new one, which was great but it had the newer connection ~ So, I sent the light off and they replaced the cable for a newer type.
Both repairs were free of charge and both times the items were sent back to me by FedEx

Do as Chris did, not like myself, and send back the complete package so they can do a full overhaul all at the same time.
Just having a second pair of handbuilts on Hope Hubs put on one of the bikes, hoping that I'll also great great customer service on them if something should ever happen.