Surefire customer service bites

[Geraldo]

This company makes some great gear, and in some cases there is no competition, use theirs or go without. Maybe that's why their customer service sucks.

I bought an Aviator last year, and in order for the tailcap to lock out and not turn the light on in your pocket, pack, whatever, I have to unscrew it to the point where it is falling off. Because we were moving, I didn't get around to calling them until late January, which didn't bother them, they said they'd send out a new cap. I wait 3-4 weeks, at which time I get an evelope from them and I'm all happy. Then I look at my light and what they sent. Wrong cap, way too small. I call them, they apologize and say they'll send out the right one. I wait until last week and call them. The story now is that they do not have any of what I need, but hang on 2 more weeks, if I don't get it by then, they'll take the light back (hate to see how bad they can bone me on that). Today I get a box from Surefire. Again I'm all happy, only to find that they've sent yet another wrong tailcap. So I call them up and explain. Today's story is that there was a screwup (really?), and they'll send me the right one.

So I'm going on close to three months, four phone calls, and two wrong tailcaps.

 

[u812]

That sounds like a surefire story I posted a while back.

 

[Geraldo]

Well, I was pretty angry about this, and the more I thought about it, the more angry I got, especially since they really didn't say anything about when I wold get the right part yesterday. So I called them back, and I talk to a different clown, who first tries to tell me that what they sent was the right part. Then he asks me what kind of tailcap is on the light, I tell him it's whatever they put on it at the factory. Then he asks me what it looks like, etc. I ask him if they make these lights or not. Finally he agrees that I have the wrong part, and they will get me new one. I ask him how long this will take. Answer, two weeks. When I explain to him that I've been waiting nearly three months, he says maybe they can do a bit better.

The ironic part is that when you are on hold, they talk about their "world class customer service".