My 8AX lamp blew...AGAIN!!

geepondy

Flashlight Enthusiast
Joined
Apr 15, 2001
Messages
4,898
Location
Massachusetts
The first time it happened, the lamp had maybe seven or eight hours usage, this time probably not more then five. In both cases, the bulb just didn't blow, it exploded into tiny fragments. Also both times in normal usage, not the result of a drop. This time I happened to be stuck behind the refrigerator in very tight quarters when it happend. Again, I'll have to take the bezel apart and clean out the inside lens. The first time I was naive and didn't call Surefire because the warranty says the lamps are not covered so I footed the $20 bill. This time I'll call Surefire but regardless, I have lost all faith in the light and am extremely disappointed. I can't wait for the day when a bright LED light can take the place of my incandescents.
 
BUMMER! My 8ax did the same thing. I feel your pain.
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I share your grieve. In the country I live, I need to pay 40USD for the replacement bulb. The second bulb lasted only five minutes.

The customer service turned a deaf ear. Moreover, the local dealer says it is out of stock and don't know when it would be available.

It sucks. Surefire should respond to this post.
 
Call customer SureFire customer service and tell them what happened.

1-800-828-8809 or 1-714-545-9444

They will next day a lamp assembly your way, no charge.

Tell them Ken Good sent you.

This is a known issue with a release of X80 lamps that were put into circulation. Our apologies.

Email me directly if you have any problems whatsoever.

Respectfully,

Ken J. Good
Director of the SureFire Institute
 
The standard for lamp warranty is 20 hours, however, this is tempered by how the lamp blew (whether just went out or stopped working after being dropped or abused). Under normal conditions the lamp should work, unless it escaped quality control. In regard to the X80 bulbs used in the 8AX and 8NX, the bulb manufacture had delivered a bad run; approximately 50% were defective. Sure Fire was replacing defective bulbs with unknown defective bulbs. When this was discovered, they immediately stopped shipment of all 8 series lights and cleared out their existing inventory. When the new bulbs started coming in they went through a thorough testing and only those that passed went into new 8 series systems. No replacements were sold to distributors or dealers until sufficient inventories were up to satisfy back orders. The current batch of X80's are performing to Sure Fire's hgih standards, and X80 bulbs are being shipped to distributors and dealers.

The systems we had sold that had defects were replaced with bulbs from our demo units so that our clients could get back in service. We as LPS warrant all Sure Fire products that are sold by us. When a client notifies us of a failure, we work with them to isolate the problem, then immedidately ship out the replacement item with an envelope that is self addressed and postage pre-paid for return of the deferctive unit. This avoids any confusion with the customer service department regarding failures.

BTW, the technicial support staff at Sure Fire is probably, no IS, the best anyone could ask for from a manufacturer. They are all highly skilled and VERY customer focused, although staffed thin. If anyone has a problem with the people at Sure Fire, please send me an email so I can direct it to the proper individuals.

Wayne
 
I don't think you could ask for a better response then this: very positive statements from both SureFire, and one of their very large stocking dealers.

I was placing an order on line for a SureFire MN20 lamp very recently, and the LPS site brought up the wrong lamp in the shopping basket.

I called LPS's toll free number, and talked to a very nice gentleman (wish I had his name so I could give him credit...)who apologized for the error, and took my order over the phone.

After apologizing for not recognizing my name(!), the fellow spent a few minutes explaining how LPS stands behind the SureFire lamps they sell, and said even after some time, if it fails in normal use, LPS will replace it ASAP, (Priority Mail) without having to wait the usual 2 weeks or so that SureFire can take.

He acknowledged that some SureFire lamps had known problems, but he wanted to assure me that LPS stands behind *all* of the SureFire lamps they sell.

And, all of this was at his initiative; I didn't bring up anything about lamp problems in any way. I was very impressed with the way he stated LPS's commitment to warranty a product at *their* expense, for which they distribute, and do not actually manufacture.

I'm sure LPS is reimbursed for lamps they replace, by SureFire, but I doubt if that reimbursement by SureFire includes LPS paying for shipping in both directions for these replacements. This is something that LPS has chosen to do to provide faster lamp replacement for their customers, at their expense

I think that SureFire is doing everything possible to take care of their costumers who have problems with SureFire lamps.

We all know that SureFire doesn't manufacture their lamps, but they are the people who catch the flak when, as has been happening much more than anyone would like lately, there's an abnormally high rate of failures.

I think it's safe to say that SureFire is just as unhappy about the lamp failures as each of their customers is who experiences a failure of one, or more, of the SureFire lamps.

SureFire makes a premium product, with premium prices to match, but they also back their products with premium customer service. This is as it should be, but manufacturers who provide the quality of customer service that SureFire does, especially when you consider how *big* they are, are really not very common.
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To surefire

What happen to oversea customers? the same standard? Would you discriminate against overseas customers and offer inferior customer service? I have been waiting for a spare bulbs for ages and I was told they have no ideas when there would be replacement bulbs?
 
hairydog,
as a SF staffer put it on SFDB once, SureFires are sold to users all over the world.

The guarantee applies to all customers, everywhere. (Even the UK !!)

Perhaps the above statements answer your point about the delay on providing your new LA.

If not, contact SF Customer Services direct maybe ?

lightlover

Gandalf, well put Sir. As far as I can recall, (unlike my goodself) you're not a *Known SureFirer* either ??
 
<BLOCKQUOTE><font size="1" face="Verdana, Arial">quote:</font><HR>Originally posted by Ken J. Good:
Call customer SureFire customer service and tell them what happened.

1-800-828-8809 or 1-714-545-9444

They will next day a lamp assembly your way, no charge.

Tell them Ken Good sent you.

This is a known issue with a release of X80 lamps that were put into circulation. Our apologies.

Email me directly if you have any problems whatsoever.

Respectfully,

Ken J. Good
Director of the SureFire Institute
<HR></BLOCKQUOTE>

I just called Surefire and tech support guy was very polite. He acknowledged the problem and says he thinks they have it resolved. For awhile, they were hand burning each of the X80 lamps for one hour before shipping. He said he would get a couple in the mail for me so who can ask for anything more.

I did try to pump him for information on upcoming Surefire releases mainly the digital series. He said these things were still in the works but some had to be rescheduled because they were extremely busy fulfilling orders and contracts and only had a limited number of hands and resources. Said the machines were going 24 hours a day but hoped that some of these products in the 2002 catalog will get released in the next four to eight months. Would not give any promises or specifics though. I got the feeling from talking with him that Surefire has a large part in the war against terrorism. I also think Surefire sells more flashlights then one or at least I might imagine. I pictured them as a relatively small and elite company, particularly being a private enterprise but I think they probably sell thousands, maybe many thousands of lights a day.
 
I would believe that with the events of 9-11, not only did the military market for their lights (remember, they make a large number of the weaponlights) expand, but I would guess many police and security agencies around the world stepped up their equipment purchases.
 
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