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Posted: 3/9/2008 11:53:37 PM EDT
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I gave Surefire a try to fix the problem so now this is my rant. So about a month ago I sent surefire back a brand new SR07 tape switch with a slightly used tail cap from a scout light. The tail cap and SR07 works most of the time but when the cable is bent in the right area the light will not work. I called surefire and sent the parts in. I got it back on Friday but when I pulled it out of the package to test it I found they didn’t fix it. I called surefire to see what was up and they stated that they could not get it to malfunction. I informed them I was able to find out it didn’t work within 30 seconds of getting in back. I also sent a note in the package to explain what was going on for who ever was going to fix it but I guess they can’t read so well. Surefire informed me that I should send it back in and that they could "look at it again". It took them almost a month to get the parts back the first time and now I need to spend more time and money to sent it in again all because someone it to lazy to do the job the first time. Note I have several surefire lights and weapon lights and 2 SR07 tape switches so I was able to determine the problem is in this tape switch or the tail cap not the light body or led/bulb. Update 3/11/08; I have been contacted by a Surefire rep who read this post and have been told “I'll see to it that it's taken care of”.  2nd Update 3/25/08; I got two identical packages from the UPS man last Friday. They both came from Surefire but one was shipped ground and the other was next day air. I opened the ground shipped package first to find the same broken tail cap and tape switch.  With the anger of the Incredibly Hulk about to explode inside me and just before the package was about to tossed to the other side of the room I remembered the second package. The next day air package was opened to find a new tail cap and tape switch. Now confused as to why Surefire would send me my old broken equipment and new working equipment it hit me. Surefire customer service again for a second time F$#@ed up again. After calling them, sending a letter with the broken equipment and shipping it back to them they still can’t do the job. I believe the only reason that the new equipment was shipped was because of my original post and being contacted by a Surefire rep. My thought is that the Surefire rep looked up the customer service info to see that I was shipped my broken equipment again and quickly next day aired the new equipment to me. So I’m not sure how to rate what went on. If I didn’t do the original post I wouldn’t have the new equipment and would be on a phone rampage to Surefire along with one hell of a rant on this forum that would most likely get me banned. Surefire makes great equipment when it works but one thing is that there customer service sucks.  I would like to thank the Surefire rep for taking care of me. If it was not for him I would now be listing several surefire items in the equipment exchange. If anyone from Surefire wants to confirm my info my RMA # is/was 13664 As for the broken equipment the tail cap will go into the trash or if Surefire wants is back they can have it but they are going to pay the shipping and maybe a little more. The SR07 tape switch I’m keeping and I’m going to try and make it into a SR25. If it works Ill post it in this forum as to how to do it. Or if Surefire would like to make me one Ill ship them back the tail cap for free.  |
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Ugh. I feel your pain. Unfortunately for you, most of the members here, including myself, have had good luck with Surefire and their customer service. No company is perfect. I'd be mad but I wouldn't give up on them. I'd call and see if they can throw in a few batteries or whatever for compensation. Best of luck! |
I sent it back again on Saturday. It would be nice if they would send me something extra but I would be happy if they would just replace the parts. I will keep using surefire but I just needed to rant a little. |
Rant away. I'm listening.
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Perhaps your note could have said something like "Please give me a call when you're examining this so I can help explain how it is malfunctioning." If you have an RMA number then a call to SureFire may mean you can log a note against it that they can give you a call if they can't replicate the malfunction? Even so it must be annoying to have to send it back in. I hope they are able to resolve things. Please keep us informed. Al |
Yes I now have working equipment but not because of the customer NO service dept but from and very hard working Surefire rep. |
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