SOLVED....Need help resolving lantern failure

Once I got a hold of a live person in sales, not support (shame on support for not answering phone and not calling back for 2 weeks) the person in sales more than took care of me. He went above and beyond 110%. The person in support needs to be mopping floors. The person in sales needs a raise.

...........................

I sent off 3 emails and made 3 phone calls to no avail.

I have a 30r lantern that died less then 30 days in. One of the battery slots is dead and wont see that battery. That leaves 2 batteries and with the non-truths told about battery life the lantern wont even go the night without dying.

So as I advised fenix warranty/repair I am off grid and do not have another light source. This is our main light. I also feel that if a lantern fails within the first 30 days it should be replaced not repaired.

So I have to pay freight and then wait. I do not have any extra money as we are building a house and every dime goes to that. I also cannot be without our main light source.

Is there a way I can give fenix a credit card number and do a cross ship with a new light (you send me mine and I send failed lantern)?

Repair hasnt called back. Emails go unanswered when I explain my situ.

FRUSTRATED!
Probably wont ever buy fenix again.

Re: Need help resolving lantern failure

24hrs and no response, the silence is deafening.........

Re: Need help resolving lantern failure

If your dealer is Fenix-Store, perhaps Shot Show is the reason.
If you purchased from overseas, then preparations for Chinese New Year is likely the reason.

Re: Need help resolving lantern failure

Late Jan - Mid Feb is a terrible time to need customer service for most Chinese lights.

Re: Need help resolving lantern failure

Fenix-Store does not check the forums everyday. Maybe message them or Fenix Worldwide on Facebook, I have always gotten quick answers there.

Re: Need help resolving lantern failure

Please email us at [email protected] and we will assist with this. We will need the serial number on your lantern to see which Warranty & Repair Center is responsible for your service work. What you are stating needs to be clarified with us. We surely don't want you to think non-truths have been stated.

We will wait to hear from you.

Thank you, TacGunner, for your support. There are a number of places customers contact. Some are more responsive than others. This is a very busy time (right after the holidays) so it may be a case of the Service Center contacted dealing with repairs on top of returns from the holiday season.

No matter what, we will make sure you are taken of, Shaysrebellion.

Re: Need help resolving lantern failure

If it was purchased through a USA seller, it will be serviced through a USA service center. Being a Chinese product really doesn't have anything to do with it. It's just a busy return time for ALL businesses.

scs said:

Late Jan - Mid Feb is a terrible time to need customer service for most Chinese lights.

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Re: Need help resolving lantern failure

fenix store said:

If it was purchased through a USA seller, it will be serviced through a USA service center. Being a Chinese product really doesn't have anything to do with it. It's just a busy return time for ALL businesses.

Click to expand...

See previous post for context: if purchased overseas, e.g. from China, preparation for and subsequent celebration and observance of Chinese New Year slow CS (from China) to a crawl.

Re: Need help resolving lantern failure

Ah, yes. I see the two posts. You are correct in that China just left for their 10-day Chinese New Year holiday. If he emailed any Chinese service center, that would explain the delay. We are still waiting on his email. Thanks for helping with this!

scs said:

See previous post for context: if purchased overseas, e.g. from China, preparation for and subsequent celebration and observance of Chinese New Year slow CS (from China) to a crawl.

Click to expand...

Re: Need help resolving lantern failure

Shaysrebellion, we are still waiting for your email. I don't see that it has come in. Please email us at [email protected] and we will assist with this.

Re: Need help resolving lantern failure

POST UPDATE:

We've never heard from the originator of this post so we've not been able to assist with what he has experienced. Readers, please don't let these posts be a reflection on the quality of Fenix products. In all fairness to ALL MANUFACTURERS, these kinds of posts need to be followed up on rather than left hanging.

Re: Need help resolving lantern failure

Its resolved. They took care of me to my satisfaction. No need to go into details but everything is good now.

fenix store said:

POST UPDATE:

We've never heard from the originator of this post so we've not been able to assist with what he has experienced. Readers, please don't let these posts be a reflection on the quality of Fenix products. In all fairness to ALL MANUFACTURERS, these kinds of posts need to be followed up on rather than left hanging.

Click to expand...