Surefire warranty replacement, anything I should know? Updated

[ABTOMAT]

Just wondering about this. I have an M6 that a bulb blew up in. I called SF and they said no problem and gave me an RMA number. Looks like I'm set in that regard.

Any tips or tricks I should know about? They said 2-3 weeks, is this accurate for an M6 reflector/bezel? I'm going to send them the light in a couple days and was curious.

 

[Sig229]

Re: Surefire warranty replacement, anything I should know?

Yea I got a tip for you, good luck. Surefire is notorious for bad customer service, and being backordered on alot of stuff. They make a decent product however.

Do us a favor keep us posted on this. Rumor has it they've started to turn CS around.

Bill

 

[greenLED]

Re: Surefire warranty replacement, anything I should know?

Yea I got a tip for you, good luck. Surefire is notorious for bad customer service, and being backordered on alot of stuff. They make a decent product however.

Do us a favor keep us posted on this. Rumor has it they've started to turn CS around.

Bill

Sig, I wonder what source source is for this "rumor" you refer to.

I would not call their CS bad at all. I've dealt with SF CS many-a-times, and they've always been helpful. The *one* time where they made a snafu (my light was sent to somebody else), a brief chat with one of their supervisors solved the problem and I had a replacement light in my hands 2 days later.

How many other companies will completely replace a broken product (whatever the reason it broke) and send you a new unit - no questions asked?

 

[ksonger]

Re: Surefire warranty replacement, anything I should know?

hm, i had a couple surefire lights that i bought 6 years ago, had a cvariety of issues with them that lead to their being shelved. last year my son got bit by the flashlight crazed and asked me if i could have them. since i considered them dead my my own hands, not really any warranty issues imo, i said sure go for it. He sent them both back and got back totally refurbished lights with new charger in one case! thats what I call great CS.

ken

 

[Akubra]

Re: Surefire warranty replacement, anything I should know?

Ive had a bulb break in the bezel of my M6, about 4 months ago. I followed the advice of fellow board members, and called SF CS (vs. sending them an email).

I had to send in my head, and received a new one about 3-4 weeks later. Mind you, Im located in Germany, so its quite a long way. Still, I wish I would have gotten the replacement a bit more swift. Thats my only "complaint" though. Other than that CS treated me well, and I also got replacement lamp assemblies to make up for the trouble... .

So yeah, they could use to be a bit more swift, but other than that their CS is quite good Id say.

 

[Lobo]

Re: Surefire warranty replacement, anything I should know?

How many other companies will completely replace a broken product (whatever the reason it broke) and send you a new unit - no questions asked?

Fenix(or rather lighthound maybe)!!!

But back on topic, SF seems to have pretty darn good cs from what I've heard on CPF.

 

[Andromeda]

Re: Surefire warranty replacement, anything I should know?

How many other companies will completely replace a broken product (whatever the reason it broke) and send you a new unit - no questions asked?

I have received full product replacement of broken lights from Inova and Streamlights. :twothumbs

 

[ABTOMAT]

Re: Surefire warranty replacement, anything I should know?

Ive had a bulb break in the bezel of my M6, about 4 months ago. I followed the advice of fellow board members, and called SF CS (vs. sending them an email).

I had to send in my head, and received a new one about 3-4 weeks later. Mind you, Im located in Germany, so its quite a long way. Still, I wish I would have gotten the replacement a bit more swift. Thats my only "complaint" though. Other than that CS treated me well, and I also got replacement lamp assemblies to make up for the trouble... .

So yeah, they could use to be a bit more swift, but other than that their CS is quite good Id say.

Did you send in just the head or the entire light? Did you get a new head or just a reflector?

 

[Sig229]

Re: Surefire warranty replacement, anything I should know?

let me clarify a little. I purchased a 9an several years back and it repeadely broke bulbs. I had to send it in to have it checked out. After sending the light back in I was told that they would be sending me a replacement immediatly. After 3 weeks of waiting I placed a call and to SF and was told that they had no record of the light being received at their factory. I provided them with the tracking number and the date and name of the person that signed for it. I was then told that the light are on back order and would be several weeks for a replacement. I did get them to send me a G2 to use in the mean time. I finally received a replacement light 4 weeks later but they only sent me a light, not my charger or battery packs back. It was another month for those to show up.
I ended up speaking with the area rep about the situation and he had told me they had been having some problems with missing work orders and such as well as stocking issues, but changes were in the making.

So yea. a snafu on their part. this was just a single incident. But enough to turn me off from their products for a while. If they didn't make such a decient light I would be turned off completely from them..

Bill

 

[InfidelCastro]

Re: Surefire warranty replacement, anything I should know?

Sure-Fire has the best customer service I have ever seen. They have a loyal customer here!

 

[65535]

Re: Surefire warranty replacement, anything I should know?

I would say at the very least they get it done, it may not be the fastest but they do it right in the end.

 

[BionicSniper]

Re: Surefire warranty replacement, anything I should know?

the only problem that surefire has with CS is that sometimes they run out of certain parts. remember military and law enforcement get priority over civvies

 

[Dustin Liu]

Re: Surefire warranty replacement, anything I should know?

Yea I got a tip for you, good luck. Surefire is notorious for bad customer service, and being backordered on alot of stuff. They make a decent product however.

Do us a favor keep us posted on this. Rumor has it they've started to turn CS around.

Bill

Not true.

 

[ABTOMAT]

Re: Surefire warranty replacement, anything I should know?

Not true.

The part that it sucks or that they're improving?

 

[Akubra]

Re: Surefire warranty replacement, anything I should know?

Did you send in just the head or the entire light? Did you get a new head or just a reflector?

I only sent the head in, and I believe I got a completly new one.
I had marked the head with a red marker (a little dot on the edge of the bezel), and it wasnt there when I got the head back. So yeah, Im pretty sure its a replacement... .

 

[pete7226]

Re: Surefire warranty replacement, anything I should know?

I sent in an older 9p bezel with semi-melted lens, same with an older m3 bezel. Neither were pyrex. Surefire sent a call tag to pick them up and got me replacements 1 week later. I paid for nothing. Doesn't get any better than that. Keep in mind mistakes and lost items happen everywhere, Surefire included. I wouldn't call that bad customer service.

 

[elgarak]

Re: Surefire warranty replacement, anything I should know?

Sig,

You had a bad experience, granted, sorry for that.

That does not qualify to call SF CS "notoriously bad".

My two experiences with their CS have been very pleasant experiences (got a new tailcap for my U2, no questions asked, for free. Got a KL5 replaced, for free, within 3 weeks).

 

[lightr07]

Re: Surefire warranty replacement, anything I should know?

Not true.

I agree, Not true. :huh2:

I had a bad tailcap in my E2D and was sent a new one for free no questions asked in about 2 weeks. (Not bad compared to some other companies i know of)

 

[Illum]

Re: Surefire warranty replacement, anything I should know?

I would not call their CS bad at all. I've dealt with SF CS many-a-times, and they've always been helpful. The *one* time where they made a snafu (my light was sent to somebody else), a brief chat with one of their supervisors solved the problem and I had a replacement light in my hands 2 days later.

Sigh, first time trying out the warranty after my A2 tailcap broke...not noo happy: 3 Emails over 8 weeks, each time replied shipment sent...it will be the end of 8th week after tomorrow, no tailcap despite continued Email assurance., but I appreciate their speedy Email responses and its entirely possible they may be backordered. no jeers here

Anything you should know? although the warranty says otherwise, if your lamp burns out [before their rated hours] and you explain your situation to them they will send you a replacement lamp [Source: carrot]

but be prepared to wait....not only have replacement parts being backordered, but what surefire says "we pay any reasonable shipping.." means they pay the lowest available...which doesnt really surprise me. as for the number of customers they must service, if Surefire paid priority for all of them they'd be bankrupt by now...

 

[ABTOMAT]

Re: Surefire warranty replacement, anything I should know?

Well, the wait begins. Mailed the M6 today. Figured I'd send the whole light since I've heard other folks mention how SF's done extra things for them without asking.