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Thread: First and last Klarus, poor customer service

  1. #1
    Flashaholic vickers214's Avatar
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    Default First and last Klarus, poor customer service

    I have had a P2a for a few month now and my first impressions were positive, great build and UI, my kind of light.

    However I noticed that when the head was loose to change the mode it fickers, and after emails back and forward, when I chased them up as replies were slow, they told me they had sub contracted some the lights to Jetbeam, and sent me pictures of the different springs.
    These lights had a shorter silver spring meaning that the batteries dont make good contact with the head, and I explained that the retaining ring on the switch is stuck and wont budge so I need a tailcap, I was offered a switch.


    If I want a tail cap I have top pay 25% of the light price and postage, and for me when you have accepted there is a problem you should bend over backwards to rectify it, I had an Eagletac clip fall to bits on me, and it was replaced no questions asked Klarus wanted photos, where I bought it from, and have not offered what I would call a reasonable solution.


    I am not taking this any further as it is a cheap light, and can be fixed with a magnet ( which I will chase up over the MP ) but what a poor show

  2. #2
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    Default Re: First and last Klarus, poor customer service

    Did you contact Klarus in China? There is a distributor for the UK maybe if you can try to contact them and see if they will be more helpful.

    That they outsourced production to JetBeam or anybody else is a poor argument: honestly I wouldn't even even mention the competitor/supplier!!!!

    If you have a problem with your outsourcing, as a customer it means nothing to me other than you have a quality control issue in your supply chain! After all if I buy a Klarus flashlight I expect Klarus to fix any problems, regardless of whatever manufacturer they outsourced production to.

    EDIT: I'm tempted to contact them and tell them the holsters of XT1A and XT2A are wrongly sized and won't close with the respective flashlights inside as the flaps are too short.
    I wonder if they'll tell me some of the holsters were sub-contracted to Fenix and offer to give me two loose flaps with a needle and some thread....
    Last edited by Labrador72; 05-08-2012 at 12:51 PM.

  3. #3
    Flashaholic zenbeam's Avatar
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    Default Re: First and last Klarus, poor customer service

    Have you tried going through the merchant from whom you bought it? That is always a good first route IMHO. Notice that Klarus, among other things, was asking where you bought it, etc.

    None the less, shame on Klarus for making such excuses and not genuinely doing what it takes to resolve your issue - period. I don't blame you for wanting to cut them off.
    EagleTac D25C S2; P20A2 MKII S2; P100C2 Q5; Fenix TK21 U2; LD01 R4; E05 R2; E01
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  4. #4

    Default Re: First and last Klarus, poor customer service

    It's not worth being cheap with customer service with such a nice product, ie high price flashlight, as it's all online review as word of mouth and will effect their business.

  5. #5
    Flashaholic vickers214's Avatar
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    Default Re: First and last Klarus, poor customer service

    EDIT: I'm tempted to contact them and tell them the holsters of XT1A and XT2A are wrongly sized and won't close with the respective flashlights inside as the flaps are too short.
    I wonder if they'll tell me some of the holsters were sub-contracted to Fenix and offer to give me two loose flaps with a needle and some thread....[/QUOTE]

    Haha!

    Honestly though it is a shame for me as first impressions were so good, the tint is great as well, but I should just stick with what I know works best for me.
    I never bothered with the merchant.............................and when the dealer accepts there is faulty products out there, it should just sort it out not have them measuring how long the batteries in the light are!

  6. #6
    Flashaholic* AnAppleSnail's Avatar
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    Default Re: First and last Klarus, poor customer service

    Quote Originally Posted by vickers214 View Post
    I never bothered with the merchant.............................
    No wonder you are unsatisfied. The merchant's Customer Service is your first line of recourse. According to law in most countries, the seller is the first point of contact for complaints about merchandise. The dealer isn't equipped to handle customer issues on an individual basis, nor should they be at all price points. This is one potential issue with shopping on non-community places like eBay, you have no idea who you are dealing with.
    My biggest light-hog is my camera.

  7. #7
    Flashaholic vickers214's Avatar
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    Default Re: First and last Klarus, poor customer service

    Quote Originally Posted by AnAppleSnail View Post
    No wonder you are unsatisfied. The merchant's Customer Service is your first line of recourse. According to law in most countries, the seller is the first point of contact for complaints about merchandise. The dealer isn't equipped to handle customer issues on an individual basis, nor should they be at all price points. This is one potential issue with shopping on non-community places like eBay, you have no idea who you are dealing with.
    I see your point and agree with you, yet not having much experience with faults with my branded lights, the Eagletac clip being the only one I can think of (which was sorted by them direct) I tried the same route. However on this occasion when they tell you something is wrong give you the run around with send us pics etc, I personally think they should have offered a better resolution

  8. #8

    Default Re: First and last Klarus, poor customer service

    Service can be much better. I had a problem with a new Lumapower flashlight. I emailed them and got a quick reply. In less than a week I had a new (free) part. Excellent service.

  9. #9
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    Default Re: First and last Klarus, poor customer service

    Personally I would still let them know which retailer you purchased the light from and send them a picture.
    The warranty might state that the retailer is responsible for assisting customers with faults within a given limit of time. The pictures might also help them determine that the problem is the spring for sure rather than just mail you a spare part that won't help because the actual problem is something else.

    That said, if there is an issue is caused by a short spring I'd expect them to send you a new tailcap and that's it rather than send you the switch and expect you to do your own DYI! That's the least they could do for the inconvenience and selling you a light that had a manufacturing defect. IMHO, stating that some batches have this problem and that they were manufactured by JetBeam is cheap: you bought a Klarus light so it's a Klarus problem and it's a Klarus responsability to get it sorted in a timely manner.

  10. #10

    Default Re: First and last Klarus, poor customer service

    Personally I would always go back to the retailer with any quality issues first and they can choose to refer back to the manufacturer if they won't/can't deal with it.

    I have a klarus mi x6 which has been fine, I have had a problem with a cheap Ultrafire off eBay, but the seller sent me a new one no quibbles, I'd always give a retailer chance to put right any issues as its then you have a contract of sale with.

  11. #11
    Flashaholic* TooManyGizmos's Avatar
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    Default Re: First and last Klarus, poor customer service

    ~

    What about the lights bought on the CPF-MarketPlace from other members ?

    The Manufacturer is the only one you can go to for Warranty repairs .

    Why does it matter where you got the light from ?

    They Manufactured it , so they should be obligated to resolve issues .

    ~
    ~ "She" says ... ... I have ... TooManyGizmos ~

  12. #12
    Flashaholic* dc38's Avatar
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    Default Re: First and last Klarus, poor customer service

    Quote Originally Posted by vickers214 View Post
    I see your point and agree with you, yet not having much experience with faults with my branded lights, the Eagletac clip being the only one I can think of (which was sorted by them direct) I tried the same route. However on this occasion when they tell you something is wrong give you the run around with send us pics etc, I personally think they should have offered a better resolution
    Hey vickers! answering from the other thread, I managed to get the tailcap open on my ST20. It is, indeed as other members saif, a reversed threading. It requires quite a bit of force, but as soon as i got it past a certain point, the whole thread came out like butter. now it goes in without a hitch, and its working just as well as before. with your hands, hold the tailcap firmly. with the pliers, twist the retaining ring to the rightuntil it gives. If not, i suppose you may be able to send me the light/tailcap and I can have a go at it lol...sometimes neanderthal type brute force is all that is required. Also, do you think the flicker might be from the head ?? have you tried closing the circuit without the tailcap, like taking aluminum foil to close the circuit between battery andbody tube??
    Last edited by dc38; 05-09-2012 at 08:23 AM.

  13. #13
    Flashaholic vickers214's Avatar
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    Default Re: First and last Klarus, poor customer service

    I did inform them of the vendor, sent them pictures, battery measurements, pictures of the battery nipple barely poking out of the top of the tube, explained that I cannot remove the retaining ring, and that I have a decent working knowledge of flashlights, and said again the tailcap is the fix required. I have been offered another switch and sent a photo of how to get the retaining ring out!!!
    I am tempted to tell them to jam it again, but might take your kind offer of help up dc38, stand by I wil let you know how it goes.
    And above another example of direct contact (although possibly not the correct route) getting a good resolve and getting at least a recommendation for good service

  14. #14
    Flashaholic* dc38's Avatar
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    Default Re: First and last Klarus, poor customer service

    I'm glad to hear that they're "stepping up" to some extent, lol.. At the very least, it seems as if they'll send you a brand new switch! When I was able to get my retaining ring out, you should've seen the look on my face hahaha...it was a cross between "Durrr..." and "wtf???" I suppose the term would be....bewildered haha. Anyways, Standing by!

  15. #15
    Flashaholic vickers214's Avatar
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    Default Re: First and last Klarus, poor customer service

    Well I have requested the switch a couple of times now but recieved no reply so im not sure if im getting a switch at all, but I have been emailed by a UK based Klarus agent who will replace the switch for £18, im speachless!

  16. #16
    Flashaholic* dc38's Avatar
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    Default Re: First and last Klarus, poor customer service

    Quote Originally Posted by vickers214 View Post
    Well I have requested the switch a couple of times now but recieved no reply so im not sure if im getting a switch at all, but I have been emailed by a UK based Klarus agent who will replace the switch for £18, im speachless!
    Wow...18 pounds is pretty steep...wouldn't that be enough to almost replace the whole light? 6 pounds more would get you a brand new p2a...Are you sure there's absolutely no way to free the retaining ring from the tailcap? When i opened mine, it wasn't really any sort of enclosure, just a round retaining washer with a rubber oring insert. I'm sorry if you've tried this already, but just give it a nice firm twist in the clockwise direction with a pair of ring pliers...considering that the light is pretty much out of commission anyway, would it hurt to apply a bit of martial law on it? Anyways, I'm sorry to hear that the customer service isn't exactly customer centric...maybe their two day reply policy doesn't extend to weekends?

  17. #17
    Flashaholic vickers214's Avatar
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    Default Re: First and last Klarus, poor customer service

    Im going to spray some WD40 on it and warm it up a bit and have another bash, if I get a switch that is.....................as for the £18 charge to fix a defect it left the factory with where do I start!...................an new P2a here is £33 but i could get a nice little Fenix or ITP for the price of the 'repair'

  18. #18
    Flashaholic* dc38's Avatar
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    Default Re: First and last Klarus, poor customer service

    Don't warm it up to much, you might melt the plastic switch! The spring itself seems easy enough to replace, just some unwinding and maybe a dab of solder will secure a new spring in place...Anyways, just FORCE it! I saw that extra force works...on the Television anyways

  19. #19
    Flashaholic* dc38's Avatar
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    Default Re: First and last Klarus, poor customer service

    Quote Originally Posted by vickers214 View Post
    Im going to spray some WD40 on it and warm it up a bit and have another bash, if I get a switch that is.....................as for the £18 charge to fix a defect it left the factory with where do I start!...................an new P2a here is £33 but i could get a nice little Fenix or ITP for the price of the 'repair'
    Any news, vickers?

  20. #20
    Flashaholic vickers214's Avatar
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    Default Re: First and last Klarus, poor customer service

    Still waiting for them to answer the question on giving me a switch, then the slow boat from China if they ever send one,,,,,,,,,gonna be a long time dc38

  21. #21
    Flashaholic* dc38's Avatar
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    Default Re: First and last Klarus, poor customer service

    I suppose you weren't able to get the switch to come apart? :/

  22. #22

    Default Re: First and last Klarus, poor customer service

    Unless lights are different going to the vendor only adds a layer of communication. They didn't make the light just sell it. A good retailer is a good ally but a good manufacturer will take care of the issue.
    I was looking for a good thrower and a Klarus XT11 was on the list but not now...

  23. #23
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    Default Re: First and last Klarus, poor customer service

    This story is not promising as far as customer support goes.
    On the other hand, the XT series lights seem to be working great and plenty of people here will swear by them. I have 3 and I haven't had any problems with them so far.

  24. #24
    Flashaholic vickers214's Avatar
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    Default Re: First and last Klarus, poor customer service

    Nope no joy with getting it apart, but never mind as the conclusion is I have to pay postage IF they can get me a UK supplier to send me the part.
    So as it stands Im just gonna use a couple of rare earth magnets to increase the length of the 'batteries', as I think me paying anything is not on to compensate for a factory defect, and yes it really has dragged on ages to get here, so Im guessing thats the end of it, very dissapointing!


    And cheers for the offer of help dc38!

  25. #25
    Flashaholic* dc38's Avatar
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    Default Re: First and last Klarus, poor customer service

    Quote Originally Posted by vickers214 View Post
    Nope no joy with getting it apart, but never mind as the conclusion is I have to pay postage IF they can get me a UK supplier to send me the part.
    So as it stands Im just gonna use a couple of rare earth magnets to increase the length of the 'batteries', as I think me paying anything is not on to compensate for a factory defect, and yes it really has dragged on ages to get here, so Im guessing thats the end of it, very dissapointing!


    And cheers for the offer of help dc38!
    Sorry I couldn't be of MORE help :/ I definitely agree that the consumer should not have to pay to remedy a factory defect, be it within or without warranty. (even if a car is out of a warranty, any KNOWN or DISCOVERED defects will immediately be recalled and/or fixed by dealers free of charge-as far as i know. my friend's 03 civic had a headlight/switch issue, and it was fixed free of charge, outside of warranty because of the recall.) If you can lobby enough people together who have the short spring problem, you may be able to pressure klarus into giving you all free tailcap replacements? As for lengthening the spring, I recently messed around with some old *****fire lights i had. I used a 14500 in an 18650 light, and got it to fit by placing a spring from a clicky pen onto the tailcap spring, then twisting it together till they locked. (if i had wanted a permanent fix, i might've soldered it) to keep it centered and from shaking around to much, I just used a few plastic bottle caps, cut out small circles big enough to snugly fit into the body tube, and poked a tiny hole in each cap to thread the spring through so it wouldn't move around too much. The plastic is kept from sliding up and down the spring on friction alone I don't know if you've quite got the time to do this as it's somewhat time consuming, but let me know if it works!

  26. #26
    Flashaholic peterkin101's Avatar
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    Default Re: First and last Klarus, poor customer service

    VERY Pleased indeed that I've read this.

    I was thinking about Klarus as a brand for my ultimate new Torch. And after this shocking saga (personally couldn't care less if they have subcontracted their work out to Jetbeam or not!) Klarus are now out the running.

    I appreciate my lost order probably won't exactly bankrupt them.But imagine this being replicated all over this forum.

    And I've no doubt there are some prospective dealers here who might be put off by this.

    After all its no good at all if a dealer is in a position when this happens and he's got a similar level of back up.

    Anyway, I hope you get sorted soon.

  27. #27

    Default Re: First and last Klarus, poor customer service

    LOL

    One guy has a problem, and the entire line of lights is now unacceptable?




    What car do you drive?

    I assume no one has ever had to argue with the stealership about warranty coverage, etc..as you would therefore not HAVE such an abomination.



    Your TV is probably also perfect, and no one with that model has EVER had a problem with customer service for it either, etc.

    (I'm going for a pattern here)


    Out of THOUSANDS of a product's transactions, there's BOUND TO BE someone, somewhere, who will be unhappy, its just the nature of the universe we live in.


    So, unless there is a statistically meaningful number of complaints, frankly, its just not meaningful.


    Lets face it, we have a LOT of flashaholics here, and people who buy a high end light instead of one of those little plastic D cells lights you bang on to make them light again, etc....post/research HERE. Its pretty much assured that if ANYONE of us is going to have a problem, they will mention it here. (Who else would empathize?)

    So, there are going to be complaints for any light with any volume in a mass produced environment...its to be expected.

    You don't WANT to be the "one" with the complaint of course, and those with complaints are certainly due recourse...that's fair. On the other hand, everyone ELSE needs perspective on what a complaint MEANS in the overall evaluation of a product.

    It means there was a complaint, and, it raises a flag...or at least an eyebrow, etc, and you look to see if there are a lot like this, or if this is a salient sample that's popped up.


    The higher the expected VOLUME, the more problems are to be expected before its "an issue". If its custom or low volume product, sure, examples are of a smaller sample set...but, the hierarchy expected to reach the point where the "buck stops" is shorter too...so you EXPECT better service.


    Otherwise, you fall into the trap of over-weighting data.


    A toyota corolla is a reliable car, and a lot of people find them a good company to buy from, etc. They had a large number of complaints about the brakes, they were sued, and so forth. Did it change the reason why people still bought from them?

    Sure, some people looked at the recalls, etc, and bought something else...others looked at it as an isolated issue, not representative of the company as a whole, and bought anyway, and, statistically, they got a good deal...as it was an isolated incident that did not impact those buyers.


    So, its the same for lights. You want to avoid over-weighting a few examples of something that might not be representative of what YOUR experience was more likely to be...given all the IGNORED evidence to the contrary conclusion.

    Food for thought.


  28. #28
    Enlightened
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    Default Re: First and last Klarus, poor customer service

    Maybe I am too used to Surefires Warranty service...but judging from the OPs 1st post, I would definitely pause for thought if I was looking into getting a Klarus.

  29. #29

    Default Re: First and last Klarus, poor customer service

    Quote Originally Posted by geisto View Post
    Maybe I am too used to Surefires Warranty service...but judging from the OPs 1st post, I would definitely pause for thought if I was looking into getting a Klarus.
    Yeah, a buddy of mine had to send his Surefire back ~ 3 times, and they never made it right, he was so pissed at them for poor customer service, he tossed the still defective SF into a drawer, as he felt even if they DID manage to fix it, he'd never trust it again anyway.

    He's fed up with Surefire's poor customer service. He bought a Streamlite to replace it, I told him MOST people are HAPPY with Surefire...but, he had a bad experience, and it turned him off to the brand.


    Ironically, we were doing some work at the range, and he started playing with my Klarus XT11, and kept doing side by sides with his Streamlite....and after we let off a thousand rounds or so, he declared he was going to replace the Streamlite with the XT11.

    He liked that the Klarus pressure switch could change brightness or even hit the strobe, instead of just going on/off like his current set-up.


    So, again, I think he over-weighted his Surefire experience...but, I guess that's human nature.


    Once bitten, twice shy.

  30. #30
    Flashaholic* madecov's Avatar
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    Default Re: First and last Klarus, poor customer service

    Every model from every brand has a lemon once or twice. An assembly person has a bad day, maybe you get the last unit off the CNC before the tools were changed. Every company has dropped the ball on customer service at least once. It happens.
    Every model is also built to a price and subject to sub contractor variance. The primary issue is if the manufacturer actually takes care of you.
    Having goods manufactured overseas can be problamatic concerning service. I hope Klarus stands up and takes care of the issue. It really doesn't cost them that much to replace the light in total. Having a warranty does not help much if the manufacturer does not back it. Here in the USA we have a Klarus authorized distributor who is going to stock parts and do in house service.
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