About to test the Olight warranty... VERY GREAT SERVICE!

Discussion in 'Electronics' started by Beach Hiker, Aug 16, 2019.

  1. Beach Hiker

    Beach Hiker LB 42 Supporter

    Blog Posts:
    24
    Joined:
    Aug 28, 2017
    Messages:
    6,678
    Likes Received:
    50,890
    Location:
    On the farm and at the beach.
    I carry a flashlight all the time. And I rely on my flashlight.

    After being frustrated with cheap lights that work at first, and then don't, I finally decided to spend a bit, and bought an Olight sr1 baton.

    First impression: absolutely incredible. But.... after two days the on/off switch fell off.
    20190816_062716.jpg

    Seriously. Luckily, after about ten minutes of searching, I found it. But it won't stay attached. I'm guessing someone didn't put some glue in there, and I'm not messing with it.

    So I will be testing this statement of theirs:
    Within 30 days of purchase: Return the product to the retailer you purchased it from and they will replace or repair it. Period.

    Let's see!
    I will let you know how it goes.
     
    M.Hatfield, central joe, FWG and 12 others like this.
  2. outkastblast

    outkastblast Scout

    Blog Posts:
    0
    Joined:
    Nov 14, 2009
    Messages:
    447
    Likes Received:
    580
    Location:
    Idaho
    Yikes! I love my olights, but that is quite the failure in such a short period of time. Good luck with the return/repair process.
     
  3. woodsranger

    woodsranger Solitude Seeker

    Blog Posts:
    0
    Joined:
    Oct 21, 2011
    Messages:
    1,940
    Likes Received:
    7,963
    Location:
    Michigan
    Never a problem with any of mine, but yours obviously had one, so let us know! Hopefully they'll respond promptly.
     
  4. PAcanis

    PAcanis Supporter Supporter

    Blog Posts:
    0
    Joined:
    Sep 17, 2017
    Messages:
    8,313
    Likes Received:
    41,471
    Location:
    Pennsylvania
    My Olight was a couple years old (at least) and they replaced a broken tail cap with a new one, no questions asked.
    Unfortunately the new tail cap did not have the hole in it for a split ring or lanyard, so I could not use the light anymore, but their customer service was awesome.
     
  5. Vilke

    Vilke Guide

    Blog Posts:
    0
    Joined:
    Jul 17, 2011
    Messages:
    1,471
    Likes Received:
    5,269
    Location:
    Florida (for now)
    I had an issue at Xmas. Customer service bent over backwards trying to fix the issue, finally sending me another light. They let me keep the charger and extra tail cap that they sent out trying to fix the first one along with a code for a discount on my next purchase. Overall I was impressed with how they handled the issue. Good luck!
     
  6. gohammergo

    gohammergo I like sharp things.... Supporter Bushcraft Friend

    Blog Posts:
    0
    Joined:
    Dec 25, 2010
    Messages:
    14,430
    Likes Received:
    85,739
    Interesting to see how this is handled. :)
     
  7. Wasp

    Wasp DOWN IN DIXIE Supporter

    Blog Posts:
    0
    Joined:
    Dec 29, 2014
    Messages:
    16,226
    Likes Received:
    74,472
    Location:
    Arkansas (Central)
    I used to have a CS reps name, I called them one time because someone on another forum was complaining about an issue with a light but wouldn't contact them. She said, "yes, well fix it, tell them to email me here and ask for (Brenda/Bridget can't remember) and we'll get him taken care of". Hd did and they fixed it in short order.
     
  8. kronin323

    kronin323 the barbarian Supporter

    Blog Posts:
    0
    Joined:
    Aug 29, 2018
    Messages:
    3,206
    Likes Received:
    18,565
    Location:
    Austin, TX
    Wow. I've had nothing but good experiences with olight. One of my favorite brands. I have, I think, 11 of them? And have given away another 9 as gifts?

    All have been flawless except I had some problems with the customized battery in my R50 Pro but they were promptly responsive and sent me several replacement batteries over a number of months until they finally resolved the issue.

    I did have one problem with my older S1 baton, sent it in, they "fixed" it and sent it back, same problem. But, turns out it wasn't their fault, the flashlight was fine, the problem was the RCR123A I was using didn't have a high enough discharge rate, replaced it with one that did and all good ever since.

    I'm sure they'll take care of you, too, but it sucks you had a problem like this out of the gate, leaves a bad first impression.
     
  9. BladeScout

    BladeScout Scout

    Blog Posts:
    0
    Joined:
    Jun 4, 2019
    Messages:
    630
    Likes Received:
    2,275
    Ive bought four Olights in recent years. Theyve all performed flawlessly, so havent tested the warrenty.
    I assume this is a glitch and expect that Olight will stand behind their product. Good luck.
     
  10. Beach Hiker

    Beach Hiker LB 42 Supporter

    Blog Posts:
    24
    Joined:
    Aug 28, 2017
    Messages:
    6,678
    Likes Received:
    50,890
    Location:
    On the farm and at the beach.
    Yeah. Two days before breaking is not very impressive.
     
    M.Hatfield, central joe and kronin323 like this.
  11. Beach Hiker

    Beach Hiker LB 42 Supporter

    Blog Posts:
    24
    Joined:
    Aug 28, 2017
    Messages:
    6,678
    Likes Received:
    50,890
    Location:
    On the farm and at the beach.
    I got a note from the shop that they have sent it to the distributor.
    So now I just wait.
    Grumble.
     
    M.Hatfield, central joe, KFF and 2 others like this.
  12. Wasp

    Wasp DOWN IN DIXIE Supporter

    Blog Posts:
    0
    Joined:
    Dec 29, 2014
    Messages:
    16,226
    Likes Received:
    74,472
    Location:
    Arkansas (Central)
    At least they told you.
     
    M.Hatfield, central joe and FWG like this.
  13. kronin323

    kronin323 the barbarian Supporter

    Blog Posts:
    0
    Joined:
    Aug 29, 2018
    Messages:
    3,206
    Likes Received:
    18,565
    Location:
    Austin, TX
    I didn't think about this earlier but really, if it broke after only two days, I probably would have gone to the seller for an exchange instead of the manufacturer for a repair. I guess it doesn't matter now.

    I'm spoiled by amazon's return policy.
     
  14. Wasp

    Wasp DOWN IN DIXIE Supporter

    Blog Posts:
    0
    Joined:
    Dec 29, 2014
    Messages:
    16,226
    Likes Received:
    74,472
    Location:
    Arkansas (Central)
    I don't buy a lot of those types of things or knives from Amazon anymore. Other distributors I use have the same exchange policies, better actually because there's no hassle with them, and I know I'm getting an authentic product, not a knockoff or clone, and I'm not getting something someone sent back. Its just not worth my trouble to use Amazon for certain things. Lots of good distributors and dealers that sell A1 products for comparative prices.
     
    Last edited: Aug 24, 2019
  15. Beach Hiker

    Beach Hiker LB 42 Supporter

    Blog Posts:
    24
    Joined:
    Aug 28, 2017
    Messages:
    6,678
    Likes Received:
    50,890
    Location:
    On the farm and at the beach.
    I ordered it via a cool, (Polish) bushcraft type store.
    www.laplander.pl
    I want to support their business....
    I'm not in a rush, apart from "desire"... I have lots of other flashlights.
     
    M.Hatfield, central joe, KFF and 3 others like this.
  16. Beach Hiker

    Beach Hiker LB 42 Supporter

    Blog Posts:
    24
    Joined:
    Aug 28, 2017
    Messages:
    6,678
    Likes Received:
    50,890
    Location:
    On the farm and at the beach.
    I'm in shock.
    The vendor returned it to the distributor.
    The distributor are saying it's my problem, and... are returning it to me.
    This is crazy.
    I have written an e-mail to olight.
    I will update as the story evolves.
     
  17. kronin323

    kronin323 the barbarian Supporter

    Blog Posts:
    0
    Joined:
    Aug 29, 2018
    Messages:
    3,206
    Likes Received:
    18,565
    Location:
    Austin, TX
    Wow. That's unexpected.

    Is this distributor an actual division of olight or some 3rd party?
     
  18. Wasp

    Wasp DOWN IN DIXIE Supporter

    Blog Posts:
    0
    Joined:
    Dec 29, 2014
    Messages:
    16,226
    Likes Received:
    74,472
    Location:
    Arkansas (Central)
    I would have contacted the vendor first too. But my next, or maybe at the same time I would contact olight main headquarters CS department. I definitely would now. I know olight has high expectations of their vendors.

    Don't lose faith yet, I know thats not easy, but Olight should step up. I would definitely let that vendor know when thus is over that you won't be using them anymore and have ket everyone know who they are.

    A good vendor wouldn't even have contacted the distributor, they would have contacted Olight Main first on their and your behalf.

    Sorry it sucks. I'll keep following, not that I'm helping or anything, but I am interested at this point.
     
    M.Hatfield, WY_Not, JasonJ and 3 others like this.
  19. Beach Hiker

    Beach Hiker LB 42 Supporter

    Blog Posts:
    24
    Joined:
    Aug 28, 2017
    Messages:
    6,678
    Likes Received:
    50,890
    Location:
    On the farm and at the beach.
    Thanks guys!
    I wrote Olight....
    I got an immediate reply that they would take care of me!
    I have sent them photos.
    I will let you know
     
  20. Beach Hiker

    Beach Hiker LB 42 Supporter

    Blog Posts:
    24
    Joined:
    Aug 28, 2017
    Messages:
    6,678
    Likes Received:
    50,890
    Location:
    On the farm and at the beach.
    The service guy said the damage to the light was "my fault".
    I guess that's easy to say! I'm assuming there were manufacturing errors, and this guy is blaming them on me.
    I maybe put the light in my pocket 5 or 6 times. The rest of the time I was figuring out all the features. I only had it two days....
    I really hate the feeling of being made to feel guilty for something I had nothing to do with!
    Anyway, the Olight people from HQ seem very friendly and helpful.
     
  21. kronin323

    kronin323 the barbarian Supporter

    Blog Posts:
    0
    Joined:
    Aug 29, 2018
    Messages:
    3,206
    Likes Received:
    18,565
    Location:
    Austin, TX
    It's not your fault if it's through normal usage. If you took a Mora and pried it out, that would be your fault.

    Sounds like an incompetent service guy. If he likes to deny claims, he should go work for an insurance company, not a repair center.
     
  22. Beach Hiker

    Beach Hiker LB 42 Supporter

    Blog Posts:
    24
    Joined:
    Aug 28, 2017
    Messages:
    6,678
    Likes Received:
    50,890
    Location:
    On the farm and at the beach.
    Hello all ...
    I'm pleased to be able to report that Olight will be sending me a replacement. Yay.
    Their service staff in the US are great. The lady who took care of my complaint (Vicky) was outstanding, and very helpful.
    I will consider it all settled when the light arrives.
     
  23. PAcanis

    PAcanis Supporter Supporter

    Blog Posts:
    0
    Joined:
    Sep 17, 2017
    Messages:
    8,313
    Likes Received:
    41,471
    Location:
    Pennsylvania
    Well that's good to hear.
     
  24. JasonJ

    JasonJ Supporter Supporter

    Blog Posts:
    0
    Joined:
    Nov 26, 2014
    Messages:
    3,673
    Likes Received:
    13,530
    Location:
    Bay City, MI
    I'm not surprised that the company in the US took care of you while the European seller and distributor told you to stuff it. In my experience, non-US sellers of anything are generally more likely to be combative, argumentative, and less helpful. The exception to this is Varusteleka (and the Middle-Eastern guys I just bought my used car from down in Detroit).

    The seller and distributor probably didn't want to pay for shipping to the US, so they told you to get lost- paraphrasing.
     
  25. KFF

    KFF Supporter Supporter

    Blog Posts:
    0
    Joined:
    Feb 8, 2017
    Messages:
    1,554
    Likes Received:
    7,405
    Location:
    Finland
    But they don't need to ship them anyway, if the importer or repaircenter deem it faulty they get comped and the faulty can be destroyed or scavenged for parts.
     
    M.Hatfield and Beach Hiker like this.
  26. JasonJ

    JasonJ Supporter Supporter

    Blog Posts:
    0
    Joined:
    Nov 26, 2014
    Messages:
    3,673
    Likes Received:
    13,530
    Location:
    Bay City, MI
    Sounds like paperwork involved... operative word being "work".
     
    Beach Hiker and M.Hatfield like this.
  27. KFF

    KFF Supporter Supporter

    Blog Posts:
    0
    Joined:
    Feb 8, 2017
    Messages:
    1,554
    Likes Received:
    7,405
    Location:
    Finland
    We just piled them in a box, importers rep came by every now and then, went through the box and at the same time created the refund invoice on his laptop.
    So the labour for the dealer was to point finger towards the cardboard box.
     
    Beach Hiker, JasonJ and M.Hatfield like this.
  28. JasonJ

    JasonJ Supporter Supporter

    Blog Posts:
    0
    Joined:
    Nov 26, 2014
    Messages:
    3,673
    Likes Received:
    13,530
    Location:
    Bay City, MI
    Ah .. in which case, they must have just not cared enough to take care of the customer. Still a shame. At least Olight is making it right for him, that's what matters.
     
    WY_Not, Beach Hiker and KFF like this.
  29. PAcanis

    PAcanis Supporter Supporter

    Blog Posts:
    0
    Joined:
    Sep 17, 2017
    Messages:
    8,313
    Likes Received:
    41,471
    Location:
    Pennsylvania
    Now that I think about it... Olight should have mailed me a new S1 Baton if they no longer come with a separate tail cap with the small hole in it. It looks like the new ones still have the hole, but from the pictures it looks like there is no longer a separate tail cap. It is one piece.

    So the Olight has become a floater around the house and the new Fenix has performed admirably on my key ring.
     
    JasonJ and Beach Hiker like this.
  30. Beach Hiker

    Beach Hiker LB 42 Supporter

    Blog Posts:
    24
    Joined:
    Aug 28, 2017
    Messages:
    6,678
    Likes Received:
    50,890
    Location:
    On the farm and at the beach.
    So....
    I received a brand new light.
    Way to go Olight! Fantastic service at the global level. Really nice lady who dealt with my issue.
    It's GREAT to see that there are companies out there with integrity, who stand behind their products, and who genuinely care about their customers.
    Bravo Olight.
     
    kronin323, Wasp, PAcanis and 2 others like this.
  31. KFF

    KFF Supporter Supporter

    Blog Posts:
    0
    Joined:
    Feb 8, 2017
    Messages:
    1,554
    Likes Received:
    7,405
    Location:
    Finland
    I hope you conveyed the name of the dealer and service guy to them, they don't really need that kind of reps, even in Poland.
     
    WY_Not and PAcanis like this.
  32. WY_Not

    WY_Not Supporter Supporter

    Blog Posts:
    0
    Joined:
    Nov 14, 2011
    Messages:
    3,582
    Likes Received:
    13,208
    Location:
    Casstown, Ohio
    Now go give the dealer an ear full and remind them they are not the only game in town. If they don't want your business then you will be happy to oblige.
     
  33. kronin323

    kronin323 the barbarian Supporter

    Blog Posts:
    0
    Joined:
    Aug 29, 2018
    Messages:
    3,206
    Likes Received:
    18,565
    Location:
    Austin, TX
    That's more like it... :dblthumb:
     

Share This Page