Complaints

• Initial Complaint

  10/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/07/2024 I emailed SUREFIRE regarding my brand new Aviator ***** and RED flashlight flickering which is a well documented issue on several forums online. Technical support ******* ******** responded by telling me I can bring in the lights to the office for a faster diagnosis/repair. On 10/08/2024 I visited the location and tech support came out, took my light (only the *****) and returned with it 15 minutes later telling me it was fixed..."I changed out the head." I assumed everything was good to go until I used it that same night...Flickers on the white light setting low and ***** setting low still. On 10/14/2024 I brought the light back into their offices with the brand new RED aviator that they are receiving for the first time. Tech support ****** ********* came out, made me fill out a form and stated he would "hand it to a tech first thing in the morning and it would be worked on as soon as possible." Next day I get a *** email from ****** who also stated that they were "replacing the lights outright. and they would be available immediately. He claims RED was not available and asked if I would like a comparable product...I asked for GREEN color and he denied that. Stated "only ***** is available in repair." I asked if they were refurbished and he said they were brand new...I had to agree to this by force clearly and picked up the lights on 10/16/2024. They reused the same ***** head on one light and gave me the other one from the one they supposedly replaced the first time I came in...and put them in "new boxes." The serial numbers still matched so ****** lied. The lights have tooling marks and scratches, and they still flicker. I am requesting two brand new factory Aviator in ***** and Aviator RED to be mailed to me immediately as a resolution. Your employee lied about brand new replacements...and to top it off the lights are still flickering. Your tech team clearly does not care about the product you are selling...nor do you care about customer service.

  Business response

  10/22/2024

  October 22, 2024
  Dear Mr. ****** *********,
  Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience you experienced with this entire situation and with the SureFire ******* products you purchased. We appreciate the opportunity to address this issue and would like to clarify the following points:

  To summarize, you have two brand new AVIATORs ***** and Red lights that are flickering. You attempted to resolve this issue with our ************************ The changes did not correct the issue, and you are still experiencing challenges with your lights. You felt the Technical Support **** were not transparent with you and neglected to be **************** focused.  

  *********************** Technical Support Manager has been in contact with you regarding this issue to help rectify the situation. On 10/17/24 SureFires Manufacturing and Engineering Teams pulled AVIATOR lights to evaluate the situation.They segregated and tested lights for this specific issue to ensure the replacements did not have any visible flickering.

  10/18/24: The Technical Support Manager reached out to you indicating that SureFire was sending two brand new lights: (1) AVIATOR-RD and (1)AVIATOR-YG, which you graciously agreed to. These lights were sent out *** Red 1 Business Day, which were delivered to you on Monday 10/21/24. SureFire also issued a call tag to pick up the lights that have the flickering issue, so you were not further inconvenienced.
  

  If you find the new lights, you received on 10/21/24 are not satisfactory we will gladly offer you a refund for your purchase.
  

  We always strive to make our customers happy, and we do apologize for any inconvenience.
  

  Please do not hesitate to reach out to SureFire if you have any questions.
  

  Sincerely,     
  ******** *****
  Sr. Director, Sales Operations
  ********************************************************* I U.S.A.
  Telephone: ********************** I Fax: ************

• Initial Complaint

  05/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  SureFire's "Lifetime Hassle-Free Warranty" has taken almost a year sending two lights back where one light was DAMAGED WORSE than as it was sent in stating "No problem found". Initially the Fury Intellibeam stopped working, it was never dropped, damaged or anything. The first time I sent the Intellibeam it was replaced with a new one that only registered half the advertised output on their website (which I documented today with date/time stamp). Support stated "the oil on the leaves of the trees TWO ********** with no interference standing on a hill prevented the light from reaching full output". My wife is a professor in physics with focus in optics who called this a blatant lie. Calling support back the rep laughed saying he never heard that one yet and should use it sometime. He agreed the light was not functioning properly so sent it in again. Almost two months later it arrived with the same exact issue (measuring with a light meter) stating they replaced the front bezel. Another time it was returned stating no problem found. Calling again the rep stated support has had issues with parts so I should keep sending the light back so it gets attention, and also told me I should send my Aviator (yellow version) after mentioning it was flickering with new batteries. So reluctantly, I sent both in. Almost another 2 months later I called and was very friendly & polite asking for status and "*****" will be looking at them and is "very good. I received no notification, got both lights back stating "PROBLEM NOT FOUND. TESTED OVER 1 HR WITH FULLY CHARGE BATTERY LIGHT WORK FINE". They failed to read to the notes the Intellibeam produced HALF the output measured with a light meter, and the Aviator was returned scratched and DAMAGED which was NOT how I sent it in!!! The Aviator light press feature DOES NOT WORK. This is what spending almost $1,000 dollars looks like for warranty and they cant even write a proper sentence that addresses BOTH LIGHTS??

• Initial Complaint

  06/30/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  2/15/2022 for $1,300. THE PRODUCT WAS DEFECTIVE WHEN I RECEIVED IT.

  Business response

  07/19/2022

   

  July 15, 2022

   

  Dear *****************************,

   

  We apologize for the inconvenience you have experienced with the XVL2-IRC product. Our Technical Support Team has been working with you to resolve this issue. Your initial call into SureFire was on May 2^nd, 2022, in which you expressed you purchased the defective product from one of our dealers. We created an RMA and a prepaid shipping label for the return, so we could replace the light however we were currently out of inventory. Due to the unavailability of the product you requested a full refund which we happily agreed to, therefore we issued another call tag for the item. Due to the cost of this product we do need it returned to provide a full refund. As of today July 15, 2022, we have not received the light. We will gladly reach out to you again and issue another prepaid return label to return the light so we can fully refund your purchase. We certainly want to keep our customers happy and again we apologize for any inconvenience. Please do not hesitate to reach out to SureFire if you have any questions.

   

  Sincerely,    

  ***************************

  Sr. Director, Sales Operations

  17680 ********************************************************************************** I ******
  Telephone: ********************** I Fax: ************

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩