This is not the first time Cpfr This_is_Nascar has complained about Arc. If you search the archives, you will see a long list of complaints from him. And I agree that he is usually right about what he is complaining about if not a bit harsh sometimes.
His complaint was about the LED protruding from the head and the delay in getting a refund. My post didn't really resolve his issue and it introduced some speculation that may have been premature for me to mention.
The truth is that I can't really resolve Nascar's issue on my own. I can call CIS and prod/help them but it is ultimately CIS that is responsible for the quality of the product and the customer service that goes with it.
Although I represent the product on the CPF, I am not responsible for customer service at CIS. I did train them and I do still help them from time to time. They answer phone calls, emails, warranty issues, etc. With sales up, they are now busier than ever. I have seen emails get behind by several weeks and some of the more complicated issues take longer than expected to resolve. Overall however, most customers are having a positive experience.
This is not the first time in the past 8 years we have received a post in the jeer forum. Not the first time we have had quality issues with the product. Why have people stuck with the product all these years then? Because most people have had a great experience. I just received an email this week from someone saying our products are too durable, they still have the original AAA and LS from years ago and use them on a regular basis.
The new Arc-AAA GS is a distinct and valuable product and I recommend it for people looking for a durable flashlight they can depend on.
As to the issue of where I am going, when, etc. I do not know. You guys have known that I didn't plan on having flashlights be my main focus for the rest of my life. I am "type cast" though and the best offers I am receiving are in the flashlight industry. Even so, I would like to get into another field, say Cognitive Computing. Whatever the future holds however, I want to finish the Arc6 if possible, even though I am missing out on better offers to do so.
I think what people really want to know is, will they continue to be able to buy the AAA and get service on it. They also want to know if the Arc6 will also be available and supported. Will customer service remain unchanged, get worse, get better, etc. Just as with any company or product, CIS will likely continue to make and support these products as long as it is profitable to do so. I can see this continuing for years to come.
Back to customer service and quality... If you have a problem, send an email. If the email takes longer than 1 week to be responded to, then send another email about your discomfort with the delay. Give them a call at 602-269-2301. Ask to talk to Maria, she is the main customer service person.
If there are enough people complaining about the delays in customer service, I can take this to the owners and recommend they hire more staff.
As far as the original issue of the LED protruding from the head of the GS, I am already working on that with the machinist. I have given him dimensions to follow and it is up to him to get the machine setup for that. I imagine it will take a week or two (he works part time).
If you think that these proposed efforts are insufficient. Tell what you think in this thread.
peter