I'm not sure why this thread was started, as the author doesnt mention anything, other than to start a thread with the title, "ET customer service is bad". Did you have a bad experience with ET?
I see that 2 other posters left posts, but one guy seems to be talking about Pelican lights, which doesnt seem to relate to Eagletac lights at all... The customer service at the stores that sell these lights is separate and different than the customer service from the manufacturer. I've had zero significant issues with sellers, and I've bought like 20 lights now, plus accessories.
I was thinking this subject in the last several days though, as I just had a less-than-positive experience with ET cust service over the last few days. I tried to get a diffuser for my ET G25C2, and when I bought the light, the only option to get a diffuser was to buy the entire kit which included mostly stuff that I didnt want, like the 2 spare extender tubes for more batteries, and the colored lenses. But the Diffuser didnt seem to be sold separately anywhere else.
So I called 2 stores and was told they couldnt sell parts from the kits, they had to sell the whole kit. So I strated a thread in the cpf market asking for a diffuser. Then I contacted ET cust. serv. and got an email telling me they'd sell me the diffuser for $7.99 + shipping, and that all I needed to do was send the money to paypal, so I did just that.
The next day, I get another email from ET cust. serv. saying that the price of the Diffuser isnt $7.99, its $27.99! So I checked the original email to see if I just got the price wrong, but I didnt, it clearly said $7.99, which makes sense, considering the entire kit costs $35, which includes 2 separate battery extender tubes, and lenses, etc., so how could just the darn diffuser be $27.99?
So I emailed them back asking why the diffuser is $27.99, when the entire kit is $35, and they sent me an email denying the existence of the kit! They say there IS NO kit! So I go back to goinggear and illuminationgear sites, and BOTH of whom sell these kits from ET for $35 and $35.99 respectively.
So then they email me telling me that these stores arent supposed to be selling these kits or something, even though ET sells them these kits, which makes no sense at all. Maybe they are trying to say that the kits are supposed to be way more expensive than $35, but obviously they can sell these kits for a profit at $35, so why would ET expect them to jack these prices way up? I mean, if just the diffuser costs $27.99 according to ET, then how much must they expect the entire kit to be sold for $79, $100? Asking $27.99 for a small piece of aluminum with a hinge, when clearly the stores are able to sell these at a profit as a kit for only $7 more is price gouging.
Who is going to buy this for that much money? I dont know of any other manufacturer out of the 30 or so that make LED lights that charge this much for basic parts.
So then, after telling me they got the initial price wrong, and that its $27.99, and after I emailed them asking for my money back, they inform me that they have sent me a lens for $7.99! I never asked for a lens! I asked for a "diffuser", and I even described it in detail to them as to what I needed, which was the little aluminum frame and the frosted lens without the colored lenses or the battery tubes.
Lets break down the price for this stuff real quick: The want $7.99 for each little plastic lens, and there are about 4-5 in the kit. Then the diffuser for $27.99, plus the 2 battery tubes, which after being machined, anodized, tapped and died, must cost around $25-$30 apiece, so the cost of the kit must now be around $117.99! What?
But the bright side of this story was goinggear.com, who agreed to sell me an aluminum diffuser for my light without the colored lenses, battery tubes, etc, for the same price I was quoted by ET initially, $7.99.
Great customer service at goinggear.
Note: I actually really like the Eagletac lights, and I own 2 now. The G25C2 is a great light, and I've typed posts here praising it as recently as this morning, and although I originally had difficulty with the erroneous instructions that came with the D25A Ti and D25C Ti as far as the tail cap removal is concerned, I like my D25C Ti that I now own. So there's no problems with their lights as far as I've seen.