Photon Rex warranty is crap

[hivoltage]

I bought a brand new Photon Rex.....the light would not come on and the battery would not charge. I sent it in for a new one in December. I know they got it because I got a letter saying they were out of stock right now back in Jan. I have emailed them 3 times....the address on the package and even called them. No answer. I give up...and will never buy another item from them again. Pi** poor customer service in my opinion!!!!! And on the box they even brag about how good their customer service is...what a joke. I just had to vent, I hate to get ripped off.:shakehead

 

[gcbryan]

I bought a brand new Photon Rex.....the light would not come on and the battery would not charge. I sent it in for a new one in December. I know they got it because I got a letter saying they were out of stock right now back in Jan. I have emailed them 3 times....the address on the package and even called them. No answer. I give up...and will never buy another item from them again. Pi** poor customer service in my opinion!!!!! And on the box they even brag about how good their customer service is...what a joke. I just had to vent, I hate to get ripped off.:shakehead

Did you go to this site? I ordered a Photon Proton Pro from BatteryJunction but I had some problems getting the clip off. I contacted the company directly at the above site (they also have a discussion board) and got a response right away. They told me it was a little hard to get the clip off, told me how, and said if I ended up bending it they would be glad to send me a new clip at no charge.

So, my only directly dealing with them was quite helpful. Maybe they have gotten a lot worse since then (last year). If you haven't been to that website it's worth a try. Maybe the email address/phone numbers have changed?

Sorry to hear about your experience however!

 

[hivoltage]

Thanks, but what site? I went to their support site, there was no forum there but a place to ask them a question. It was the LRI website, as listed on the box. It says in big letters...."We Take Qualitry Seriously". However, we wont send you a new light as promised, and we wont answer phone calls, Emails, or questions posted on our support site.

 

[gcbryan]

Sorry, I meant to post the link:
http://forum.photonlight.com/index.php

 

[flashfan]

Interesting. I'm waiting for a replacement ReX from LRI, too, and was beginning to wonder about it. I sent my light back around January of this year. I got a quick reply that the ReX would need to be replaced, but that they were out of stock, and would send one to me when they came in.

As a gesture however, they sent me a free Photon Freedom. Not to malign their intentions, but the Freedom may have been a return, for the beam was rather yellowy.

In a separate incident more than a year ago, I had written (snail mail) to LRI to ask about exchanging two very old, but unused Photon III lights. (I keep a bunch of Photon lights on hand for use as gifts.) These two Photon III lights had bad switches from the beginning, but I never got around to sending them in. Anyway, since the Photon III was no longer available, I inquired about the cost to upgrade to two Freedom lights, or one ReX. I expected them to say that I waited too long, or provide me with an upgrade cost, but to my dismay, I didn't hear back from LRI at all.

So maybe one or two months later, I made a copy of my original letter, and sent it off to David Allen, head of LRI. Not long after that, I received a ReX in the mail. They didn't even ask me to send the Photon III lights in, but I did so anyway. Of course what could have worked in my favor is that I provided proof of the four dozen or so Photon lights I had purchased over the years.

 

[Mike V]

I've had really good customer service from them in the past.

They replaced my Photon Freedom Micro and my ReX charger even though it was probably me that broke them.