Surefire XC1: Buyer beware

[Steaz]

I made the mistake of shelling over legitimate % for a Surefire XC1 earlier this year. I wanted the real small size to carry concealed daily on my Glock 19, and I keep hearing about Surefire quality.

Well, it was a failure. It would frequently stutter and shimmer and also, fairly often, just simply shut off. This applied to using the momentary arms with my thumbs or depressing the constant on switch. Firing the gun or even just dry firing and racking the slide or hitting the light with my hand could induce failure.

Here is a video demonstrating some of the initial condition:


https://www.youtube.com/watch?v=SEhxoELh09k


I called Surefire customer service (US customers have no email option), and they called back about 4 hours later. I was unable to answer, they left an email for a specific customer service rep. I sent the above ^ video and basic description, surefire sent a UPS label to return the light. The total time to return the light for repair was about 5 weeks.

It returned today. Same light, same exactly problem. As far as I can tell all they did was put it into a different box, wait 4 weeks, and then ship it back.


https://www.youtube.com/watch?v=mqHawjrDLv4

I'm not sure what I will do with this now. I can never trust a product that fails immediately after the manufacturer "fixes" it, nobody will want to buy it, I guess I will do the exact same thing with Surefire again, hope for a different outcome, maybe they'll send me a new one if I ask, and then I"ll sell it and try to find something that works? IDK. I have a holster for the G19 + XC1 too, not sure what I'll do with it.

[Josh Runkle]

I have had no issues with mine yet. I have 10+ other SureFire lights, and have worked with many more (maybe 100 other SureFire lights?) in the last 10 years. I've used them in various search and rescue operations, training environments, high elevation, low elevation, diving, etc.

I'm sure one of them is bound to have an issue, but I have oddly never experienced it.

Could I see a video of the malfunction of the light when it is not on the gun?

[secondstoryguy]

Streamlight and Surefire are the only lights I use. I've been using Surefire since the 90s and I've only had a few minor issues all of which were resolved quickly and professionally. Every company has issues, especially with something as complicated as electronics.
Give them another chance.

[Steaz]

Streamlight and Surefire are the only lights I use. I've been using Surefire since the 90s and I've only had a few minor issues all of which were resolved quickly and professionally. Every company has issues, especially with something as complicated as electronics.
Give them another chance.

I don't really have a choice other than to give them a third chance (first chance was the new light that failed, second chance was the repaired light that failed as soon as I opened the box and put the battery in).


I have had no issues with mine yet. I have 10+ other SureFire lights, and have worked with many more (maybe 100 other SureFire lights?) in the last 10 years. I've used them in various search and rescue operations, training environments, high elevation, low elevation, diving, etc.

I'm sure one of them is bound to have an issue, but I have oddly never experienced it.

Could I see a video of the malfunction of the light when it is not on the gun?

Keep in mind it can be hard to catch the failure(s) on camera, sometimes it works, sometimes it doesn't work at all, sometimes it stutters. I messed around turning it on and off, etc, off camera so I wouldn't end up with a boringly long clip of it working for 1 minute before screwing up (plus with everything automatically uploading to my cloud services it's annoying to have a bunch of silly videos)


https://www.youtube.com/watch?v=poyf5AqWfbY


https://www.youtube.com/watch?v=kq2ywjMXo8U

[LittleLebowski]

Give them another chance, keep us updated.

[MTGholsters]

I shot an email off to one of my contact there and included a link to this post. Maybe it will help who knows.
-Will

[Jason M]

Your experience with Surefire CS is not what I have experienced. I have had three issues with their products. All have been parts failures and all were fixed within 48 hours. By saying fixed I mean that I had replacement parts in my hands within 48 hours of my call. Based on the titles that you have applied to your video clips...I will go ahead and ask...were you using sugar or frustration based vinegar with the CS rep?

[M2CattleCo]

I've been using Surefire since the X200 was new. Never had a problem until I broke a switch lever off an X300U-B the other day. Called 'em, and they sent me out a new tailcap, no questions asked.

Hope they get you sorted out.

[Savage Hands]

Only recently have I seen some problematic Surefire flashlights out of the box btw this past month I've had some people I know have had a difficult time getting in touch with Customer Support.

[Clusterfrack]

That's disappointing. I would expect a replacement light in the mail, and a prepaid return for the malfunctioning unit.

[Steaz]

I called their customer service at 3:57 PM eastern time yesterday (that's 11:57 AM their time in CA) and did the typical thing where it captures your number, you leave a brief message, and they are supposed to call you back.

I have not yet been called back. They had literally the entire afternoon of their work day yesterday, a non-holiday run of the mill Tuesday, and didn't return my call.

However, this morning I responded to an email from the specific CS guy I dealt with the first time, wherein I requested a brand new light, and soon...I got this back about an hour ago:


"Hi ___,

We will get another UPS label out to you within 24 hours. When your XC1 was in for inspection, the repair technician could not find a problem with it. I promise to replaced as soon as it arrives.

Thank you,
Steven ____
Technical Support Supervisor
..."



So, I was right. They did literally move it to a different box and ship it back to me in exactly the same condition it arrived. I don't know what they did with it to look for a problem...but probably not much because it's pretty easy to have it mess up just playing around for 1-2 minutes. And why did it take a month to get it back to me if all they did was look at it, think nothing was wrong, and send it right back?

Seriously, what the heck

[psalms144.1]

But, in the end, you're getting a replacement, so that's good news, right? Or are you going to ragequit Surefire as a brand?

I'm not a SF fanboi, but they do make some good products. I don't have an XC1 because the switch is unworkable in my humble opinion, but if the XC2 has a better switch, I might drop the coin for one...

[orionz06]

But, in the end, you're getting a replacement, so that's good news, right? Or are you going to ragequit Surefire as a brand?

I'm not a SF fanboi, but they do make some good products. I don't have an XC1 because the switch is unworkable in my humble opinion, but if the XC2 has a better switch, I might drop the coin for one...

Wait, there's an XC2 coming? Is this the version of the XC1 that incorporates feedback from actual users?


Sent from my Nokia 3310 using an owl

[JR1572]

Maybe streamlight will produce something similar for half the price.

JR1572

[Hambo]

But, in the end, you're getting a replacement, so that's good news, right? Or are you going to ragequit Surefire as a brand?


Rage quitting always gets their attention. :rolleyes:

For me SF's CS has been a bit fucked up, but in the end they've always taken care of the issue, sometimes with bonus parts thrown in.

[Steaz]

But, in the end, you're getting a replacement, so that's good news, right? Or are you going to ragequit Surefire as a brand?

I'm not a SF fanboi, but they do make some good products. I don't have an XC1 because the switch is unworkable in my humble opinion, but if the XC2 has a better switch, I might drop the coin for one...

I don't know of any other major manufacturer, whose product I would have reason to (generally) trust, that makes a WML that small. I tried a TLR1 several years ago but sold it and the holster after trying to EDC it concealed for awhile. Granted the holster wasn't the best so maybe I could try again with a better holster, IDK

And what's this about an XC2. Will it cost twice as much? lol. I'll treat the new replacement the way I treat my Fenix lights for a bit and if it holds up the way it should I'll carry it.


Maybe streamlight will produce something similar for half the price.

JR1572

I keep hoping for that but whenever I look up their plastic/polymer frame lights there are way too many reviews of them simply breaking with use, and the others are noticeably larger

[CS Tactical]

I have a buddy going on 1 1/2 hours on hold with them right now :cool:

[CS Tactical]

http://i.imgur.com/dGnRjRx.jpg

[Josh Runkle]

I called their customer service at 3:57 PM eastern time yesterday (that's 11:57 AM their time in CA) and did the typical thing where it captures your number, you leave a brief message, and they are supposed to call you back.

I have not yet been called back. They had literally the entire afternoon of their work day yesterday, a non-holiday run of the mill Tuesday, and didn't return my call.

However, this morning I responded to an email from the specific CS guy I dealt with the first time, wherein I requested a brand new light, and soon...I got this back about an hour ago:


"Hi ___,

We will get another UPS label out to you within 24 hours. When your XC1 was in for inspection, the repair technician could not find a problem with it. I promise to replaced as soon as it arrives.

Thank you,
Steven ____
Technical Support Supervisor
..."



So, I was right. They did literally move it to a different box and ship it back to me in exactly the same condition it arrived. I don't know what they did with it to look for a problem...but probably not much because it's pretty easy to have it mess up just playing around for 1-2 minutes. And why did it take a month to get it back to me if all they did was look at it, think nothing was wrong, and send it right back?

Seriously, what the heck

I really doubt they'd play with your light for 20 minutes to find a problem.

Also, think about how many people still need to be asked by IT services if their computer is plugged in and switched on, when their device won't turn on. There are most likely a lot of people who swear the light won't turn on, but the batteries are dead, or placed incorrectly.

This doesn't seem like much of an issue to me, personally. You got a return message within a month, within a week...sounds like you got it within 24 hours. Sounds like they're gonna replace it for free.

It sounds to me like the customer service you're getting is actually pretty great.

[Steaz]

I really doubt they'd play with your light for 20 minutes to find a problem.

Also, think about how many people still need to be asked by IT services if their computer is plugged in and switched on, when their device won't turn on. There are most likely a lot of people who swear the light won't turn on, but the batteries are dead, or placed incorrectly.

This doesn't seem like much of an issue to me, personally. You got a return message within a month, within a week...sounds like you got it within 24 hours. Sounds like they're gonna replace it for free.

It sounds to me like the customer service you're getting is actually pretty great.


20 minutes? What?

1-2 minutes, tops. Like, literally, 60 to maybe 120 seconds, maximum.

Of course, I say that, but I have yet to make it 120 seconds without having it fail. I couldn't even go 60 seconds without failure after it was returned.

I sent them a video of the malfunction before they sent me the first return label as well.

I don't know how you can possibly say this is great customer service. It's a faulty product, that is VERY easy to test and see the fault in, with video showing what the fault is, and they take a month to throw it in a different box and send it back to me, so it can fail within 1 minute of taking it out of the box?

Are you under the influence of a mind altering substance?

[Lost River]

So in a nutshell:

You purchased a product from an industry leader, and it began having issues.

You made youtube videos badmouthing the company.

THEN you called customer service, and they responded within 24 hours.

You sent it in for repair. They could not find a problem during a function check, and they sent it back.

Then more social media videos badmouthing a product that failed, even though the company ran a diagnostic test on it, and it worked for them.

Now, after/in spite of all the badmouthing on social media, Surefire again responds and tells you they will make sure you are taken care of, to the point of replacing the light.

Even after you are told that your product will be replaced, you still continue to badmouth them on social media.



Conduct is the best proof of character.

Stay Classy.

[Steaz]

On second thought, let's not drag this down.

Light was faulty, 4-5 week turnaround to have the same faulty light returned without a repair being attempted, currently waiting for a shipping label to I can mail it back and wait for a replacement that hopefully works.

Videos were to demonstrate what the light does, a video is far more descriptive than text.

[Steaz]

Almost forgot, I only took today's videos because somebody requested to see a video of the light not on the gun.



Could I see a video of the malfunction of the light when it is not on the gun?

[JDM]

Meh.

Surefire is busy because they are the best.

Things happen slower when people are busy.

I smashed an X-300 apart because I'm dumb and it was replaced with an X-300U in a few days.

I've repeatedly broken a Pen III and it's always been fixed. Sometimes in a few days. Sometimes in a couple weeks.

I've called and been on hold for an hour or had my call taken immediately.

Surefire's world does not revolve around my one weapon light, four flashlights, and one pen.

Yet, I've always, without exception, been taken care of without spending a single dollar past the purchase price. This absolutely satisfies my requirements as a customer, and I sincerely wish every company that took my dollars behaved as Surefire does.

[s0nspark]

I recently had two interactions with Surefire CS... One was regarding my noob questions while trying to clean a crap ton of carbon off of an X300U-B and the other was for a overly sensitive switch out of the box on a second unit. There was some hold time and phone/email tag involved but they took care of me. I had a replacement switch inside of a week and they patiently guided me through the cleaning issue.

That said, CS people are human and mistakes do happen.... it is a stressful job and the ball gets dropped sometimes. Is it really helping anything to get bent about it? I've always found it more beneficial to apply polite and patient persistence until I was satisfied.

But, hey... maybe that's just me.


Charlie Zulu Papa dash ought seven

[Steaz]

I can understand your consternation, but you have to realize that your video titles aren't doing you any favors.


I kind of didn't think about the video titles/forgot about the video titles altogether. I altered them slightly, you are correct.

[luckyman]

I shot an email off to one of my contact there and included a link to this post. Maybe it will help who knows.
-Will

Will, good to see that you are posting other stuff besides strictly MTG-related posts. We've got a special thing going here on this forum, and we all want to keep it that way.

My personal feedback to you is as a new forum member you are doing too many MTG posts. We have a minimum of 4 extremely highly regarded holster makers on this forum. I just went and looked at their histories; at a glance it looks like they have all done just a couple of posts each (or less) in the last 6 months where they were trumpeting their goods. All the rest of their posts have been on other subjects, or in reply to questions asked of them or comments (compliments) directed to them. If they were all generating as many product posts as you, I would quickly get tired of all those posts.

I would have much rather seen you join, do maybe one or two initial product posts, and then add value to the forum with non-product posts for a few weeks before posting other product updates. I realized I was starting to get irritated by your posts, and thought I should say something since if I'm getting updated maybe others are also and aren't saying anything. At least with me, this number of posts is being counter-productive. If you are trying to keep your brand out in front of people, maybe you could consider a blog instead of all these posts. I know I could always put you on "ignore" but I really don't want to do that; I want to learn from you and see what you have to offer.

[Josh Runkle]

Will, good to see that you are posting other stuff besides strictly MTG-related posts. We've got a special thing going here on this forum, and we all want to keep it that way.

My personal feedback to you is as a new forum member you are doing too many MTG posts. We have a minimum of 4 extremely highly regarded holster makers on this forum. I just went and looked at their histories; at a glance it looks like they have all done just a couple of posts each (or less) in the last 6 months where they were trumpeting their goods. All the rest of their posts have been on other subjects, or in reply to questions asked of them or comments (compliments) directed to them. If they were all generating as many product posts as you, I would quickly get tired of all those posts.

I would have much rather seen you join, do maybe one or two initial product posts, and then add value to the forum with non-product posts for a few weeks before posting other product updates. I realized I was starting to get irritated by your posts, and thought I should say something since if I'm getting updated maybe others are also and aren't saying anything. At least with me, this number of posts is being counter-productive. If you are trying to keep your brand out in front of people, maybe you could consider a blog instead of all these posts. I know I could always put you on "ignore" but I really don't want to do that; I want to learn from you and see what you have to offer.

I agree with the sentiments, but they might be a paying sponsor or something. If so, then that type of money keeps P-F going...

[luckyman]

I agree with the sentiments, but they might be a paying sponsor or something. If so, then that type of money keeps P-F going...

Oh I'm sure they are a paying sponsor. And I'm glad to see them aboard.

[MTGholsters]

Will, good to see that you are posting other stuff besides strictly MTG-related posts. We've got a special thing going here on this forum, and we all want to keep it that way.

My personal feedback to you is as a new forum member you are doing too many MTG posts. We have a minimum of 4 extremely highly regarded holster makers on this forum. I just went and looked at their histories; at a glance it looks like they have all done just a couple of posts each (or less) in the last 6 months where they were trumpeting their goods. All the rest of their posts have been on other subjects, or in reply to questions asked of them or comments (compliments) directed to them. If they were all generating as many product posts as you, I would quickly get tired of all those posts.

I would have much rather seen you join, do maybe one or two initial product posts, and then add value to the forum with non-product posts for a few weeks before posting other product updates. I realized I was starting to get irritated by your posts, and thought I should say something since if I'm getting updated maybe others are also and aren't saying anything. At least with me, this number of posts is being counter-productive. If you are trying to keep your brand out in front of people, maybe you could consider a blog instead of all these posts. I know I could always put you on "ignore" but I really don't want to do that; I want to learn from you and see what you have to offer.

Point taken. I have sent a request to Tom requesting a refund and removal. Thanks for the feedback. Im a little disappointed as most of my post have centered around defending MTG Holster's quality etc. from another manufacture.
Thanks,
Will

[luckyman]

Point taken. I have sent a request to Tom requesting a refund and removal. Thanks for the feedback. Im a little disappointed as most of my post have centered around defending MTG Holster's quality etc. from another manufacture.
Thanks,
Will

Will keep in mind I'm only one person, and I was just giving you feedback on maybe a more long-term-productive way to approach things. I don't know why you would pack up your things and go home just from one piece of honest feedback.
ETA: eh I see you made another leap that I didn't really follow, as I read all those posts and didn't see anyone attacking your quality, just reasonably responding to statements you made. I wasn't considering your replies to those questions as "product posts" in my initial feedback to you

[orionz06]

Point taken. I have sent a request to Tom requesting a refund and removal. Thanks for the feedback. Im a little disappointed as most of my post have centered around defending MTG Holster's quality etc. from another manufacture.
Thanks,
Will

False. I have not once mentioned the quality of your products. I have however called into questions statements made by the account I am quoting. Some of those comments have been addressed, in particular Kydex V and 100/T.

That conversation had yet to run its course and not reached a point I had hoped it would as I do have a favorable opinion on many of the products shown on your site.


Sent from my Nokia 3310 using an owl

[Josh Runkle]

To be fair to orionz06 (a thread about "Tom" would be confusing, as there is more than one), I've sent him emails before, asking him to make something, and he has directed me to other companies that make it better than he can.

Once, many years ago, I ordered a holster for an M&P 45 from him. He said that he messed up a small part (which was nothing more than a mild blemish), and he sent it to me for free. I begged to at least let me pay for the shipping, and he wouldn't even take that.

If he had an issue or question about a product, it certainly is not because he just wants everyone's business. He has lost business many times from me, by advocating that I spend the money elsewhere. He has put his "money where his mouth is" when it comes to his product.

The only real losers here are Tom Jones, and the P-F community.

If people in this thread like P-F, but are not site supporters, please consider becoming one. P-F is a blessing. Threads like these are not Tom Jones' fault, but they come at his expense.

[SLG]

Point taken. I have sent a request to Tom requesting a refund and removal. Thanks for the feedback. Im a little disappointed as most of my post have centered around defending MTG Holster's quality etc. from another manufacture.
Thanks,
Will

That is unfortunate. This forum has a lot of serious people on it, who like high quality stuff. They also have a lot to offer for manufacturers who are willing to learn. At thesame time, everyones statements here are scrutinized, and if some small aspect, no matterhow small is incorrect or questionable, someone will question you on it. A thick skin is a requirement to be here. Ive learned a lot here, and Im sure you will too, if you want to.

[PNWTO]

Point taken. I have sent a request to Tom requesting a refund and removal. Thanks for the feedback. Im a little disappointed as most of my post have centered around defending MTG Holster's quality etc. from another manufacture.
Thanks,
Will

That seems a little hasty, doesn't it?

[SLG]

The other thing is, some of us get away with being a little unfirendly at times. I probably do more than I should. That said, if I was a manufacturer, I would simply talk about the benefits of my product, as appropriate, rather than mention how mine is better than the competition.

Damn tablets.

[JDM]

This is why I can't have nice things. :(

You have a few nice things.

[CS Tactical]

To be fair to orionz06 (a thread about "Tom" would be confusing, as there is more than one),

I just refer to him as Alf.

[JDM]

Stop ruining my jokes.



8890


See above.

[Steaz]

Well, I'm still waiting on Surefire. I dropped the still-faulty XC1 off at the UPS store last Saturday morning (7 days ago) and haven't heard/received back yet.

I did order this a few days ago, already received it as well as a Safariland ALS that fits this combination (ordered a Theis IWB for same).

A little bigger but 800 lumens vs 200, and I have had nothing but positive experiences with Streamlight (this XC1 isn't the first I've had their light fail...or even the second)

http://i66.tinypic.com/kal1rr.jpg

[Chipster]

I was having the same problems as the OP and I went to the local uniform shop that I bought the light from and they pulled one off the shelf and said they'd take care of getting it replaced from Surefire. They keep the box but seeing that I had mine at home I did not figure it was a big deal. I appreciate the Surefire warranty but it's awful nice having local shop that takes care of the end user and makes it so I don't have to sit on the phone with a manufacturer.

In reference to the XC1 I was disappointed that the light failed in relative short order but this is the very first time I have ever had a Surefire fail me. One out of like twenty five isn't bad.

[RevolverRob]

JDM - I am quoting you below. I know my tone is a bit adversarial. Please recognize that nothing below is a personal attack or issue with you.


Meh.

Surefire is busy because they are the best.

Clearly they are not the best, at customer service.



Things happen slower when people are busy.

With all due respect, this is just apologetic, and it's bullshit. I have worked CS and run businesses built on service and CS. If you are so busy you cannot answer your damn phone or email in a timely fashion, hire some quality CS folks and get things taken care of. Seriously. There is no excuse for poor service when you are a manufacturer/supplier to the general public, none. Surefire may have every available body on the floor to fill some U.S. Military order, that means they have money to hire someone to manage CS. If they cannot do this, it is a managerial failure on their part.


I smashed an X-300 apart because I'm dumb and it was replaced with an X-300U in a few days.

I've repeatedly broken a Pen III and it's always been fixed. Sometimes in a few days. Sometimes in a couple weeks.

I've called and been on hold for an hour or had my call taken immediately.

This is 100% unacceptable in my opinion. Customer service responses should be measured in minutes, not hours. And turn around times should be standardized. If a product is returned for repair, a manufacturer should be able to give an estimated return time. Not a "when we get to it" return time. If Surefire does not have dedicated CS and dedicated repair technicians employed, they are failing at a management level.


Surefire's world does not revolve around my one weapon light, four flashlights, and one pen.

No, it revolves around all of the weapon lights, flashlights, etc. that Surefire manufactures. If they cannot keep up with demand for product and back their products in a timely fashion then management is a failure.


Yet, I've always, without exception, been taken care of without spending a single dollar past the purchase price. This absolutely satisfies my requirements as a customer, and I sincerely wish every company that took my dollars behaved as Surefire does.

And that's good, I'm glad you're satisfied. The OP isn't satisfied and frankly I've never been satisfied with Surefire CS, either. The last two Surefire lights I had were now more than a decade ago, because when my G2 and then later an E1 both broke and needed the heads serviced, I never could get Surefire to do the work in a timely fashion. So, I literally trashed the lights and bought Streamlights, because I was so pissed about it. I've used Streamlights, Jetbeams, and FourSevens for the last decade without major issues and the one time I needed a Streamlight serviced it was done promptly and returned to me within 7-days of receipt. This thread just reminds me of why I continue to advocate for non-Surefire lights and why I am not in a hurry to repeat the experience.

[JDM]

What do you mean?


:)

[Steaz]

Still waiting on this "world class" customer service. Tomorrow will be 2 weeks since I dropped the light off at UPS for the second time.

[Steaz]

On July 11 Surefire responded to an email, saying the light was scheduled to arrive at their facility that day, and as soon as they verified receipt a new one would be sent out.

Yesterday (9 days after they received the light) I emailed asking for an ETA. Today I got a response...they shipped a replacement out yesterday.

So only 9 days to verify receipt of the light after it arrived and ship out another one...although I wonder if it would have been longer than 9 days had I not sent them an email yesterday.

It should be just over 3 weeks on the turnaround to replace this light after a 5 week turn around to take the first light and put it in a different box.

"World class customer service"

[psalms144.1]

Steaz - I get it, you're (rightly) pissed about a light that costs a lot of money that doesn't work right out of the box. We've all been there. Now you're complaining about the timeliness of the replacement of said light. As the poor bastard I shanghai'd into being the supply guy on my last team used to tell me "Boss, you'd bitch it we hung you with a new rope!"

Hope the replacement works. If not, I'm sure we'll hear about it - a lot.

[Steaz]

Steaz - I get it, you're (rightly) pissed about a light that costs a lot of money that doesn't work right out of the box. We've all been there. Now you're complaining about the timeliness of the replacement of said light. As the poor bastard I shanghai'd into being the supply guy on my last team used to tell me "Boss, you'd bitch it we hung you with a new rope!"

Hope the replacement works. If not, I'm sure we'll hear about it - a lot.

If an update of the current status after 7-10 days bothers you, well, it bothers me that 9 days go by where they do nothing but sit and wait to "verify receipt" of the light so they can send a replacement.

It's more than not working right out of the box, it's waiting 5 weeks to get the exact same light sent back in the exact same condition and now waiting 3 weeks to get a replacement...and being told they will ship out that replacement as soon as they receive the first, then they sit on their hands for 7 business days and seemingly only remember they need to ship me a replacement when I email them again

(it also helps me keep an accurate timeline of specific dates all in one place that I can reference later if and when the matter is settled, that I can even link to easily if I want)


I'm curious, does Surefire refer to their customer service as "world class" or did someone here do that? I'm mean, is it a quote from somewhere or are those ironic quotation marks and just your way of seeking catharsis?

Shitty service is shitty.

(I really wanted to make a ironic quotes joke with "Nobel Laureate" but I couldn't make the joke work, and that makes me sad. :()

The world class customer service is in their phone recording.

[s0nspark]

The world class customer service is in their phone recording.

Ok, sure... That's marketing, though, not some kind of ISO certification.

Is this your first experience with warranty service? ;-)

It sucks to wait. It sucks to have the person on the other end drop the ball. Any time you are shipping stuff back that can happen.

I had a problem early this year with some prescription sunglasses - the mirror coating on the outside of the lenses started coming off. I brought it to the attention of the optometrist I purchased them from and they, in turn, went to bat for me and notified the vendor.

Despite being well within warranty, the vendor did not want to take responsibility and as a result, the optometrist pulled all of their products and sent them back. At this point I had returned the glasses and had nothing to show for the $600 spent. I was promised a resolution in weeks and it ended up taking months, partially because my glasses sat in the UPS box in the back of somebody's office at the lab and was lost/forgotten for weeks.

In the end, my glasses were replaced AND I was given a free pair but it took a whole lot of patience and regular communication on my part. Emphasis on patience AND communication.

Call and speak to a supervisor and calmly express your frustrations. It really isn't moving things forward to continue to post your feelings here. THEY need to hear it.

As I said previously, by all accounts your experience is atypical - not that that is any comfort to you right now - but Surefire is a good company that does take good care of customers. I'm sure that will make this right if you talk to them, but it will require you to speak to someone farther up the chain.

[s0nspark]

I don't know if I'd go that far -- I did mention (https://pistol-forum.com/showthread.php?21182-Surefire-XC1-Buyer-beware&p=470169&viewfull=1#post470169) that my one exposure to SF CS involved them taking almost 4 weeks to even respond to a request for service.

I LOVE Surefire products and their CS might be world class for their most important customers, but I'm not one of them. Apparently neither is Steaz.

I'm sure he'll eventually get a working replacement light (that hopefully he'll decide to sell at a loss -- I'm sure someone here will take it off his hands :)).


Ah, point taken.

To be honest, these days I am happy just to get a satisfactory resolution ... regardless of time frame and perhaps with me having to pay return shipping out of pocket.

I suppose that is sad... but I see it mostly as a result of companies who are overly cost conscious and employees who have no pride in their work, especially when it comes to customer-facing roles.

Hit or miss service is still better than a lot of companies give. I have heard many a CD rep say "it just is what it is..." SMH

[Steaz]

My experience is not atypical. I follow various gun boards and a flashlight board...not atypical.

My experience was also deleted from another forum as was another thread about a faulty light so there's that.

Part of my communication was being told

"I promise to replaced as soon as it arrives."

by

_name_"Technical Support Supervisor"

Since you mentioned seeking a supervisor. That was right before 7 business days of them sitting on the light and me emailing them again before a replacement went out


I know it can take time and some man made products are bad. I had a faulty out of the box Glock that took them 8 weeks to send back to me still not properly functioning.

[s0nspark]

My experience is not atypical. I follow various gun boards and a flashlight board...not atypical.

My experience was also deleted from another forum as was another thread about a faulty light so there's that.

Part of my communication was being told

"I promise to replaced as soon as it arrives."

by

_name_"Technical Support Supervisor"

Since you mentioned seeking a supervisor. That was right before 7 business days of them sitting on the light and me emailing them again before a replacement went out


I know it can take time and some man made products are bad. I had a faulty out of the box Glock that took them 8 weeks to send back to me still not properly functioning.

Ok but the point remains .... You stand to get a better resolution with patience and persistent communication with the vendor than you will just continuing to vent to users in a forum.

Keep following up with the supervisor or the supervisor's supervisor until you are satisfied or have exhausted all avenues.

[psalms144.1]

To be honest, these days I am happy just to get a satisfactory resolution ... regardless of time frame and perhaps with me having to pay return shipping out of pocket. Disregard my previous, I'm tired and cranky. Maybe I should Youtube myself...

[Steaz]

Ok but the point remains .... You stand to get a better resolution with patience and persistent communication with the vendor than you will just continuing to vent to users in a forum.

Keep following up with the supervisor or the supervisor's supervisor until you are satisfied or have exhausted all avenues.

The two are not mutually exclusive. ;)

[s0nspark]

The two are not mutually exclusive. ;)

Well, let me put it this way: do you honestly think repeatedly posting your displeasure adds value to this particular forum?

It is one this to ask for suggestions on handling the situation to get the best possible outcome under such unfortunate circumstances and quite another to just bitch and whine.

[Steaz]

Well, let me put it this way: do you honestly think repeatedly posting your displeasure adds value to this particular forum?

It is one this to ask for suggestions on handling the situation to get the best possible outcome under such unfortunate circumstances and quite another to just bitch and whine.

New info/update is new info/update, I think

[Josh Runkle]

New info/update is new info/update, I think

New info is:

"Update: new light received two weeks later."

That's a lot different than:

"Can you believe the nerve of these effers, they took two weeks to send me a light. This is outrageous."

[Steaz]

Edit:

I'll just let this thread die and start a new one with all of the timeline and pertinent info in the first post when this one is done, maybe link it here, maybe this one can at that point be deleted when there is a replacement with a much better signal:noise ratio (not 7 pages to wade through)

[JAD]

I'll just let this thread die
Hope

...and start a new one
Dashed

[NickA]

That's pretty much where I'm at too. Luckily, I'm a LOT more patient than I was a few years ago, so waiting is easier now.
There's a Soon™ joke in there somewhere 😉

Sent from my XT1095 using Tapatalk

[Steaz]

Hope

Dashed

Talk to Surefire, they are the ones dragging this out.

And the people who love this thread so much they must continually bump it, such as yourself. ;)

[s0nspark]

And the people who love this thread so much they must continually bump it, such as yourself. ;)

No one else loves this thread... believe me... ;-)

I would say it is that others are trying to offer some gentle correction intended to benefit both you and this forum.

I, for one, would love to see you get a satisfactory end result from this. It is disappointing when this kind of thing happens but it happens even with the best companies and having the right attitude and approach can make the difference between a positive resolution and a bitter taste that never leaves you.

So, you need to ask yourself... what would a positive resolution to this screw up look like to you? What can they do to make this right? Pursue that, with them. Keep us informed of the facts.

[Drang]

I'm curious, does Surefire refer to their customer service as "world class" or did someone here do that?
I just checked: Searching for the phrase "world class" on Surefire's website returns zero hits.
As does a search for "customer service".
FWIW.

[Drang]

Let me go back and add a ":p" to my post...

[Steaz]

I just checked: Searching for the phrase "world class" on Surefire's website returns zero hits.
As does a search for "customer service".
FWIW.

ha

Still waiting over here. A couple days away from 2 months since the OP.

*twiddles thumbs*

[Aray]

I, for one, like the way this thread has gone. I have seen way too many threads in multiple other forums where a dude gets crappy service/product from a "known good" company and posts it up and is subsequently tarred and feathered for having the gall to question the operations of "one of our favorite companies". Lately.

The OP may be a little repetitive in his complaints, but his bitch is a truly valid one IMHO.

[Chipster]

I appreciate the thread. My store that I took the light to waited on the phone for over 20 minutes on hold before hanging up while I was still shopping. The OP's experience I think is an accurate reflection of Surefire's customer service or lack thereof. It is unfortunate as I think a little improvement there would restore a little confidence in their products. I am starting to have a little difficulty with my Titan Plus in terms of the sensitivity of the twist on/off head so I regularly check other forums to see if it's a real problem or am I just doing something wrong. If it continues I;ll head to my local outfit who will take care of me and deal with Surefire themselves.

I think Surefire, like all manufacturers, would be wise to have a social media representative to check on some of these forums/sites to resolve some of these issues before they become a problem for them. I understand cost/benefit and it would not necessarily be a full time gig but something along the lines of the Wilson Combat rep that occasionally posts on this forum and I am sure a few others.

[Steaz]

A replacement arrived today.

It is working 'dry', will get some range reps in the next couple days or so (the first one worked initially then after a couple or few range trips it stopped, so I'm crossing my fingers)

[Chipster]

Mine broke. Again. It may be the same one, or it may be the additional one I bought for my son who didn't like it. Either way, called the shop where purchased and they said to bring it in and they'll send it back in. Frustrating enough that I'll likely end up switching back to the X300U for carry. If only I had a AIWB for that setup. Oh this'll make the wife happy. Again.

[breakingtime91]

Mine broke. Again. It may be the same one, or it may be the additional one I bought for my son who didn't like it. Either way, called the shop where purchased and they said to bring it in and they'll send it back in. Frustrating enough that I'll likely end up switching back to the X300U for carry. If only I had a AIWB for that setup. Oh this'll make the wife happy. Again.

Apl mini is releasing soon...

[Mirolynmonbro]

Apl mini is releasing soon...
Looks like it's for sale already

http://shop.opticsplanet.com/inforce-200-lumens-compact-auto-pistol-light.html?_iv_code=8J-FLW-CAPL-ACG-05-1&utm_source=google&utm_medium=cpc&utm_campaign=plusbox-beta&gclid=CMesiP2v4tICFdq1wAod7dgJ-w

Sent from my Nexus 6P using Tapatalk

[4gallonbucket]

Liking the looks of this one too. http://www.opticsplanet.com/inforce-400-lumens-glock-only-auto-pistol-light.html

Guess we just have to wait and see what the holster makers will do. I think a single 123 cell makes more sense.


Sent from my iPhone using Tapatalk

[Dark Star Gear]

Looks like it has more promise than what's out now. Looks like we'll need to see how they work.

[Dismas316]

So far my xc1 is down with 2 strikes. Had it for about 2 months, first problem was the the toggle switch not working. They sent a new one pretty quickly. Now it just seems to burn out without any use, and the switch isn't being hit or turned on in any way. Sent it back this week for a replacement. Will give it one more chance (3rd strike) and it will be gone. I'd likely try the new apl, actually have the second gen and it's been good. I'll give Surefire one more chance to perform, hoping maybe I just had a lemon and the new one will work as intended. Figures as soon as I get a holster made from JMC it stops working. Hopefully Tony will start making his aiwb cut for the new apl soon.

[Tony Mayer]

So far my xc1 is down with 2 strikes. Had it for about 2 months, first problem was the the toggle switch not working. They sent a new one pretty quickly. Now it just seems to burn out without any use, and the switch isn't being hit or turned on in any way. Sent it back this week for a replacement. Will give it one more chance (3rd strike) and it will be gone. I'd likely try the new apl, actually have the second gen and it's been good. I'll give Surefire one more chance to perform, hoping maybe I just had a lemon and the new one will work as intended. Figures as soon as I get a holster made from JMC it stops working. Hopefully Tony will start making his aiwb cut for the new apl soon.

We can make them for the APL, email me the specs and I can quote it. If you don't have the XC1 holster yet (or if you just got it), let me know and we can switch it to the APL. We have one of the new APL lights on the way as well.

Thanks

[Dismas316]

We can make them for the APL, email me the specs and I can quote it. If you don't have the XC1 holster yet (or if you just got it), let me know and we can switch it to the APL. We have one of the new APL lights on the way as well.

Thanks

Thanks Tony, had a feeling you might respond quickly.:) Surefire said it may take 2-4 weeks to get me a new one and I'll give them a shot to fix it. You made me a holster for the xc1 and I already have it, so I'll likely wait until they do that before I move to option B which would be the apl and new holster for it. I'll keep posted. Thanks again as always.