08-13-2001, 06:04 PM
We hear so much about great customer service these days that it pains me to write about a bad example. In fact, it was the absolute worst customer service I’ve ever experienced.
The product and company involved are Sure-Fire flashlights and Laser Products Limited, respectively. Here’s my tale:
Two years ago I purchased a Sure-Fire Model 6P flashlight at a gun show. I had read many good reviews of the product, and thought it would be a good accessory to go with my concealed handgun. And so I looked forward to a good experience. From the very beginning, I was disappointed.
When I got it home (and after the gun show closed) I discovered that the interior of the flashlight was corroded beyond salvage. Apparently the original batteries, which were supposed to be included, had leaked and destroyed the light. I realized immediately that the seller had cheated me, but the documents in the package said there was a lifetime warranty. So I packed it up with a letter of explanation and mailed it off to the warranty center listed. After a while, I must have forgotten about it.
But six months later, I saw a Sure-Fire flashlight in a magazine ad, and I suddenly remembered the one I had mailed off. I found the web address of the Laser Products warranty center, and e-mailed them. They gave me a service representative’s name and a phone number. I called, but was told they had no package on file under my name. They would research it and call me back, I was promised. Three weeks later, no call back. I called them again and was told that they hadn’t had a chance to look for my package. They would get right on it.
They did call me some days later, but only to say that they had no record of my package. I reiterated that it had been sent. He then said he’d speak to his supervisor to see what they could do. That was the last contact I had with them for another month. I now suspected that I was getting the run-around, and that they just wanted me to go away.
I called again after a month, but only got a repeat of the story that they had no record of my package. When I reminded my contact that he was going to try to get me a replacement regardless, he stumbled about for a bit, but finally agreed to send a replacement right away. I gave him my address again, and thanked him.
Several more months went by. It had now been more than a full year since I had mailed that original light to them. I had now concluded that the Laser Products Company was no better than that cheating dealer that had sold me the light. I did some research and got the name and address of a vice-president of the company, and sent him a letter of complaint. I detailed the above situation, giving the name of my contact. I stated that while I could not prove that I had sent them a defective light, I gave him my word as a military officer and a freelance writer that I had indeed done so. I further expressed my anger at having been put off and lied to. That letter was mailed two months ago.
The vice-president of Laser Products has not seen fit to respond.
Therefore, I am posting this as a warning to all concerned. The Laser Products Company of Fountain Valley, California (makers of Sure-Fire lights and other products) apparently care nothing for the customer. Their customer service is either totally inept or dishonest. They do not return correspondence, they do not return telephone calls. Worse, they appear willing to lie to a customer. I urge you to reconsider purchasing or using their products. I am posting this here, and will send copies to magazines which carry Sure-Fire advertisements.
Rocky Raab
The product and company involved are Sure-Fire flashlights and Laser Products Limited, respectively. Here’s my tale:
Two years ago I purchased a Sure-Fire Model 6P flashlight at a gun show. I had read many good reviews of the product, and thought it would be a good accessory to go with my concealed handgun. And so I looked forward to a good experience. From the very beginning, I was disappointed.
When I got it home (and after the gun show closed) I discovered that the interior of the flashlight was corroded beyond salvage. Apparently the original batteries, which were supposed to be included, had leaked and destroyed the light. I realized immediately that the seller had cheated me, but the documents in the package said there was a lifetime warranty. So I packed it up with a letter of explanation and mailed it off to the warranty center listed. After a while, I must have forgotten about it.
But six months later, I saw a Sure-Fire flashlight in a magazine ad, and I suddenly remembered the one I had mailed off. I found the web address of the Laser Products warranty center, and e-mailed them. They gave me a service representative’s name and a phone number. I called, but was told they had no package on file under my name. They would research it and call me back, I was promised. Three weeks later, no call back. I called them again and was told that they hadn’t had a chance to look for my package. They would get right on it.
They did call me some days later, but only to say that they had no record of my package. I reiterated that it had been sent. He then said he’d speak to his supervisor to see what they could do. That was the last contact I had with them for another month. I now suspected that I was getting the run-around, and that they just wanted me to go away.
I called again after a month, but only got a repeat of the story that they had no record of my package. When I reminded my contact that he was going to try to get me a replacement regardless, he stumbled about for a bit, but finally agreed to send a replacement right away. I gave him my address again, and thanked him.
Several more months went by. It had now been more than a full year since I had mailed that original light to them. I had now concluded that the Laser Products Company was no better than that cheating dealer that had sold me the light. I did some research and got the name and address of a vice-president of the company, and sent him a letter of complaint. I detailed the above situation, giving the name of my contact. I stated that while I could not prove that I had sent them a defective light, I gave him my word as a military officer and a freelance writer that I had indeed done so. I further expressed my anger at having been put off and lied to. That letter was mailed two months ago.
The vice-president of Laser Products has not seen fit to respond.
Therefore, I am posting this as a warning to all concerned. The Laser Products Company of Fountain Valley, California (makers of Sure-Fire lights and other products) apparently care nothing for the customer. Their customer service is either totally inept or dishonest. They do not return correspondence, they do not return telephone calls. Worse, they appear willing to lie to a customer. I urge you to reconsider purchasing or using their products. I am posting this here, and will send copies to magazines which carry Sure-Fire advertisements.
Rocky Raab