Am I over reacting or was the ball dropped here?

[REDLINEVUE]

Let me just say preface this post with the fact that I own several ARC lights and love them all... However, recently one of my LS-1's would no longer work with my AA tube (how I most frequently used it) so I checked out the ARC site and found out they provide credit for that light although it is no longer produced. I emailed them and received a very prompt and courteous response indicating that all I needed do is send back the old light, pick out something else via store "credit" and they would ship it to me with no shipping charges. WoW.. I wasn't expecting that and thought that was very nice of them...

So, I then packed up and shipped out my broken LS-1 on November 25th. and to "speed things up" I placed a $40 check with the light so as to cover the difference for my new ARC-6. I guess maybe that wasn't such a great plan... After several calls/emails I learned on Dec. 8th they had just sent my check to be cleared at which point they would send my light out... That was over a week they had my light and check and did nothing with either, including at least calling or emailing me to let me know they received it.... am I being unreasonable? So I call back back the next week and leave a message for the person I was dealing but was told they were "Out buying a space heater" and would call me back.... a callback I never received. I waited a few days and again called on the 11th, I believe it was, and learned my check was just sent to the bank and that my light should ship on the following Monday at which point I would receive an email confirmation. Monday, Tuesday and Wednesday passed... no email... I call back on Thursday and am told although they're still waiting on the bank, my light would be shipped out that day with Saturday delivery so I would have it for the weekend... no such luck.... after again not receiving a confirmation, I called back (yesterday the 18th) to check to see if it actually shipped and was told it indeed did go out and was even provided a tracking number.... Well, I went about my day.... came home tonight to check my tracking number only to learn that the data was transferred to FedEx just today at about 1pm. Not only that, but was sent "express saver" with an estimated deliver date of the 23rd??? WoW.. now I just feel LIED to.... Don't get me wrong, Im really appreciative of this policy and everyone I have talked with seems real nice.... but am I being jrkd around? Has this type of run-a-round been experienced by anyone else or is this just the "typical flow" of a return?

A penny for your thoughts?.... please however try and keep the comments regarding ARC and/or myself polite.

Thanks for reading,

 

[Lebkuecher]

Just a guess on my part but a check presents a problem for a company who normally do not handle checks on a daily basis because a check has to be physically taken to a bank for deposit. Credit card transactions are electronic thus no need to schedule a trip to the bank. Furthermore someone has to monitor when the check actually clears so the order can be processed which takes even more time especially for an out of state check. Given the time of year as well I can see how an order like yours could have delays.

You are getting a very good deal for just $ 40.00 so I can’t blame you for being impatient but your wait will be well worth it

 

[THE_dAY]

I don't want to make excuses for them but their probably swamped due to the holiday season.

Better communication on their part would have done a world of difference though.

But I must say, that returning your old LS1 and 40 bucks for a new Arc6 really shows great warranty service.

 

[REDLINEVUE]

Just a guess on my part but a check presents a problem for a company who normally do not handle checks on a daily basis because a check has to be physically taken to a bank for deposit. Credit card transactions are electronic thus no need to schedule a trip to the bank. Furthermore someone has to monitor when the check actually clears so the order can be processed which takes even more time especially for an out of state check. Given the time of year as well I can see how an order like yours could have delays.

You are getting a very good deal for just $ 40.00 so I can’t blame you for being impatient but your wait will be well worth it

I'll consider this a +1 for over reacting :)
Thanks for your input... never really thought of it like that... doesn't make me feel any less jrkd around... but I do understand.

 

[REDLINEVUE]

I don't want to make excuses for them but their probably swamped due to the holiday season.

Never dawned on me, good point.

Better communication on their part would have done a world of difference though.

Indeed it would have.... like maybe even a call to say "are you crazy for sending us a check".... this would have allowed me to offer my debit/credit card in place of....

But I must say, that returning your old LS1 and 40 bucks for a new Arc6 really shows great warranty service.

100% AGREED! I was and still am amazed at how freindly the people and policy are.

 

[mikes1]

I read elseware on the arc forum the arc6 was reacently out of stock this could in part be why your order was delayed

Mike

 

[Rexlion]

My first thought when reading the OP was, did you run out of your valium? :grin2: Relax, don't worry, be happy. Have a drink or two. Forget about the whole thing. Then when a package arrives in the mail one day, you'll think, "Now what was this I ordered? I don't remember..." :laughing:

 

[mglamb]

I guess the question I would have to ask is what purpose it would serve Arc to jerk you around? They are offering you an excellent warranty resolution and it would serve them no purpose to deliberately antagonize you while doing so. It strikes me that your best course of action might have been to call them about your return and work out the procedures before sending them anything. By sending in a return light and a check you have committed yourself to a specific course of action and now you will have to wait for it to play out. The fact that this is happening during the busiest season of the year and while they have a major sale going on is undoubtedly going to have some effect as well.

That being said, I have no doubt that they will do right by you in the end, even if it takes a bit of patience.

 

[REDLINEVUE]

I guess the question I would have to ask is what purpose it would serve Arc to jerk you around?

None... but what harm is there in setting a realistic expectation... if they were busy and had said that, this would not be a post... but after such a period of not getting back to me, why say it was shipped on a specific day, sent with saturday deliver and set a false delivery expectation when indeed none of that was accurate?

They are offering you an excellent warranty resolution and it would serve them no purpose to deliberately antagonize you while doing so.

As stated MANY times, I totally get this and have never said nor implied anything to the contrary.

That being said, I have no doubt that they will do right by you in the end, even if it takes a bit of patience.

again, 100% agreed... my post was not intended to even imply anything else... only to question the 1 month turn around and if that is a usual course of operations or did someone forget my order on their desk for two weeks? That's all... nothing more.

Thank you for your input and for taking the time to read/respond with such an articulate point of view.

 

[THE_dAY]

Regardless, they should have called you when they told you they would, they should have emailed you like they told you they would.

I don't see anything wrong with your post, you were not complaining but asking the cpf community for insight.

Anyhow, it looks like Arc made it right in the end and you will be pretty happy soon!;)

 

[F250XLT]

Certainly not the first time I have read negative feedback regarding ARC, and I am sure it won't be the last either. To me, their lack of communication is very unprofessional. And not following up and shipping like "they said they would" is bush league.

 

[REDLINEVUE]

Well, just thought I'd post a little update to this post for anyone that's curious as to how things ended up...

Remember how I was told on Dec. 8th that my check was sent to the bank and just awaiting to "clear" before they shipped my light... NOT TRUE... my check was never sent anywhere. To cut this not so happy part of the story as short as possible, I'll just say that package nor the "replacement" package (which I was told would be shipped on Tuesday) were actually ever shipped. It was not until Wednesday did I reach someone finally willing or able to cut through the bs and ship my light which I received yesterday.

Now you may be wondering... how on earth can I so confidently say "NOT TRUE" to the fact that my check was sent to the bank when I was told.... This is where the story takes a VERY VERY MERRY TURN :)

After all that... I got someone on the phone who not only finally acknowledged that the ball was dropped but who also told me they were going to simply send my check back to me thus performing an even swap for my light. WoW... wasn't at all expecting that.. I just wanted my light, so to hear I was also getting it as an even exchange was ONE awesome Christmas gift! THANK YOU, THANK YOU, THANK YOU (if anyone from arc reads this)!!!

.... But it didn't end there... When my light finally did arrive yesterday and I opened up the package.... what was there? I'll tell you what was there... A brand new ARC6 with the guarded sleeve just like I wanted... but also, enclosed was the very nice, extremely unexpected and much appreciated NG sleeve as well!!!! WOW

Ill have to say, although I didn't get to take this light with my on my annual December camping trip, I'm quite excited for my next outing with my new ARC.... Now if I can just find a AA tube that fits it, it would be a perfect replacement for the LS-1 which I loved SO much! :)

 

[THE_dAY]

Great news, I'm glad it worked out even better than expected!

 

[carrot]

Looks like Arc made it right in the end. I love my Arc6 although I have some minor issues with it (inherent to the design, not my particular model).