Surefire warranty not what it seems?

Been using Surefire products for two decades. Have over a dozen of their flashlights. One of the reasons for purchasing Surefires has been their "no hassle" guarantee.

"SureFire warrants that if you—our customer—purchase one of our products, and we determine that it is defective in material and/or workmanship during your lifetime, we will repair or replace it—no hassle!"

No hassle? Not so much.

I purchased a new 6P a while back with the intention of using it to experiment with drop-in LED modules. I opened the heat sealed packaging last Saturday. The flashlight has little spots all over it - where the anodized finish is missing.

I called Surefire on Monday, and when I explained my problem, I was told that Surefire only warrants issues that "affect the function" of it's products.

After objecting, I was begrudgingly told to e-mail pictures. Their engineers would need to look at it and see if anything could be done.

So I sent in a few pictures, and also documented what I was told over the phone. I'm also well aware of Surefire's reputation for not responding to e-mail.

I've got a Kroma with what appears to be a small stress crack in the lens, next to the bezel. My M3LT has a brownish substance (looks like someone smeared grease on it) forming on the inside of the lens. I can only imagine what it's going to take to get these issues resolved.

Guess I need to call them back, and start out by asking if they still offer the "no hassle" guarantee. This sure isn't turning out to be what I expected.

Sadly, from what I read here and in other threads, SF is not the Company we knew and loved. Imagine being know for not replying to emails? And amazing that people accept it as a fact. What with this and the QC issues with their recent offerings, they seem to resting on the laurels that they acquired many years ago.
I bet they don't treat their military customers like this.
P

If you get around to buying a drop-in for your 6P E-mail malkoff. They will respond fast and are known for that.

Very sorry to hear. I used to be a huge SF fan as well. But after several issues with a few different lights, with no resolution, I threw in the towel. Sold all my SF lights and will not buy another.

Sadly the glory days of Surefire are long in the past.

I've experienced nothing but excellent service from Surefire. Just last month I called them because the button on a 13 year old E2e was worn out. I had a replacement tailcap in hand in 5 business days from across the country. No hassle, no fuss, no pictures required.

I NEVER try to contact any company's customer service through email. Always, always, always call first.

I emailed them about the tailcap of my Surefire G2 Nitrolon, that causing issues when only pressing the button and not fully tightening it. It´s been 2 weeks and i never heard back from them

Triburst1 said:

I NEVER try to contact any company's customer service through email. Always, always, always call first.

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wackyvegan said:

I emailed them about the tailcap of my Surefire G2 Nitrolon, that causing issues when only pressing the button and not fully tightening it. It´s been 2 weeks and i never heard back from them

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Seems like some good advise was offered up.

Bill

SureFire probably gets thousands of emails each day. Many many many many attempts at spam selling them cheap viagra, places to locate single russian chicks, free vacations, and cheap hotel rates...and who knows what else?

In the meantime there's probably 5 or 6 folks who among other things (such as deleting the 1800 nonsensical emails an hour) answer a telephone on their shift.

Generally speaking talking to a live person is way more likely than getting an answered email from a company as large as SureFire.

bykfixer said:

Generally speaking talking to a live person is way more likely than getting an answered email from a company as large as SureFire.

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While I don't disagree, the company isn't nearly as large as most believe it to be.

seery said:

While I don't disagree, the company isn't nearly as large as most believe it to be.

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I agree. SureFire isn't GM big, but I was speaking in terms of fame.

Too bad there aren't pix of the blemishes while nip.

Certainly a product gets out from time to time that isn't 100% up to snuff. But sheesh 'gotolight' you seem to get every one of them.

I just mailed Surfire a light for repair last Friday. They received it on Monday (3/28). I'll let you know how it goes.

How long ago is, "a while back"? Did you buy it from a dealer, or individual?

Just some advise. Surefire threads have a tendency to go south pretty quickly. It would be good if members be mindful of CPF Rule 4, and be courteous to each other. No problems so far. :thumbsup:

Bill

This thread caused me to pull out my SureFire ball cap and wear it on my cholesterol lowering jaunt...
while lighting my way with a 1995 mini mag. lol

Why?
Got me, it just seemed like the thing to do.

Grizzman said:

How long ago is, "a while back"? Did you buy it from a dealer, or individual?

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I bought it a couple of years ago, give or take. Still plenty of years left in my lifetime, so the warranty should be good to go. I have the packaging as well. Bought it from an authorized dealer, and it's lived it's life inside of a sealed package inside of a humidity controlled gun safe.

Here's pics of what looks like the beginning of a little stress crack on my Kroma lens, and the brown crud inside my M3LT lens (it didn't always look like that).

I guess I would say, that is more of a wear & tear type claim you have.

They are probably kinda like thinking, if you ordered a new light from them and stored it inside your running rock tumbler for a few weeks. Then you opened it and were mad cause it had missing ano and expected that to be covered by their warranty.

Speaking from experience using their warranty, it has been very easy. Most were direct replacements, no questions asked. Assuming that product is still in production.

Anyways, good luck with it. I hope my post didn't sound negative or condescending in anyway. :twothumbs

I believe their lifetime warranty would apply to mechanical not wear and tear. Correct?

Str8stroke said:

I guess I would say, that is more of a wear & tear type claim you have.

They are probably kinda like thinking, if you ordered a new light from them and stored it inside your running rock tumbler for a few weeks. Then you opened it and were mad cause it had missing ano and expected that to be covered by their warranty.

Speaking from experience using their warranty, it has been very easy. Most were direct replacements, no questions asked. Assuming that product is still in production.

Anyways, good luck with it. I hope my post didn't sound negative or condescending in anyway. :twothumbs

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I'm sure people try all kinds of scams to get things fixed. IRT the 6P, I've got the original packaging and they could verify the battery dates and voltages, condition of the threads, pull apart the switch to check for wear, etc to see that it's not been used. Not a mark on it anywhere, except the missing anodizing. Did a little research on that. Supposedly white spots are caused by many factors in the anodizing process, but they're very common when something goes wrong. Surefire should well know this with as many units as they manufacture.

Skeeterg said:

I believe their lifetime warranty would apply to mechanical not wear and tear. Correct?

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I would say incorrect. Something that has never been used or removed from an airtight, sealed package obviously has no wear or tear. The warranty does cover material and workmanship. If it's supposed to have an anodized coating, those spots would be considered to be a material defect.

I also have the packaging, so they can't claim that it was submerged in a lake or something.