Anyone Have Any Experience With Acebeam’s Customer Service? My UC15 Experience.

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Gebe
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Anyone Have Any Experience With Acebeam’s Customer Service? My UC15 Experience.

I recently received a Acebeam UC15 and the UI is all out of whack. It’s one of the upgraded ones with supposedly 5 modes and lockout.

Only problem is I can only access 3 modes, low, medium and high and in the high mode the light shuts down after about 3 seconds. It does the same in red mode. It’s also supposed to go to turbo with 2 quick clicks from off. Turbo flashes on for about a half second and then the light shuts down. About the only thing that works correctly with this thing is the lockout feature!

So anyone have any experience with Acebeam’s customer service or have had a defective UC15? I’ve emailed Acebeam asking for a replacement and I’ll wait and see how they respond.

I bought it brand new from a gent who was highly recommended so I can’t take this up with a dealer. I hope Acebeam at least just says send it back and they’ll replace it like any reputable dealer should do.

Edited by: Gebe on 03/05/2019 - 19:25
klrman
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I emailed acebeam about 6 weeks ago to ask one question about my x80 battery indicator light and they never replied. 

chadvone
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did you take it up with the highly recommended gent ?

Henk4U2
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Warranty is an agreement between two parties. The seller and the buyer. It is seldom transferrable if the buyer sells it to a third party. You can’t expect the Acebeam (or any other manufacturer) to step in and say: please let me handle things for you. The only thing you can do is take things up with the highly recommended gent.

You are a flashaholic if you are forced to come out of the closet, to make room for more flashlights.

Gebe
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Yes, I let the “highly recommended gent” know about it. He said he function checked it before he sent it. I’m generally a guy who believes people but who knows? All I know is this thing isn’t right. If it was me, I would have offered a refund but he didn’t so I wouldn’t rate him as “highly regarded” in my book and I’m not going to get into a pissing match with him. Sometimes I’m too passive I guess.

Henk4U2 wrote:
Warranty is an agreement between two parties. The seller and the buyer. It is seldom transferrable if the buyer sells it to a third party. You can’t expect the Acebeam (or any other manufacturer) to step in and say: please let me handle things for you. The only thing you can do is take things up with the highly recommended gent.

Thanks for the lecture Henk. Thanks also for your snide, highly recommended gent remark at the end. I guess you thought “long and hard” before making it. He was recommended TO me, not BY me.

Yes, I know this is between me and the seller. He didn’t offer a solution so all I can hope is Acebeam might be so kind as to offer a solution as the light is defective and it would be a nice gesture on their part. If not, it’s my loss and life is full of disappointments.

By the way, thanks for your feedback klrman.

RobertB
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From this review, looks like he sold you the older version. There should be a serial number on the back side of it. Acebeam should be able to tell you which version you have, when it was manufactured, and who the original dealer was.

I would maybe hit Acebeam from the angle, that the light shuts down after a few seconds instead of the version, since that is the real problem, and see if they will replace it for you. If they ask, just tell them it was a christmas gift, and you don’t know where it was purchased. If they will replace it, it will most likely be the newer version. It shouldn’t matter where it was purchased. The light is defective.

Wouldn’t hurt to do some name dropping too. Something like, “as a long time member of BLF, CPF, and reddit/flashlight”….. Acebeam sales people frequent this forum to announce new product on a regular basis. They may find it prudent to just replace your light instead of risking negative press of the company’s customer service. Acebeam says nothing about whether or not a warranty is transferable, and shouldn’t matter anyway.

Acebeam’s 5yr warranty

Gebe
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Thanks for that Robert and very informative post! I do agree that if a light is defective and fairly new, a good manufacturer should be willing to resolve a problem no matter the source of the light. Makes for great customer relations. If a light is defective and not from abuse, it’s defective!

Thanks for the serial number tip but I believe this is the revised model as it has the lockout feature where the original release didn’t. Seems like that’s the only thing that works correctly!

The first indication this has a faulty UI is this will not go to turbo from off with 2 quick clicks. When you try, turbo flashes for an instant and the light shuts off. It gets worse from there. Facepalm

RobertB
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Gebe wrote:
Thanks for that Robert and very informative post! I do agree that if a light is defective and fairly new, a good manufacturer should be willing to resolve a problem no matter the source of the light. Makes for great customer relations. If a light is defective and not from abuse, it’s defective!

Thanks for the serial number tip but I believe this is the revised model as it has the lockout feature where the original release didn’t. Seems like that’s the only thing that works correctly!

The first indication this has a faulty UI is this will not go to turbo from off with 2 quick clicks. When you try, turbo flashes for an instant and the light shuts off. It gets worse from there. Facepalm

Just be persistent. I don’t know about Europe, but warranty for items like this transfer in the US. And if a company says they don’t in their warranty information (which Acebeam doesn’t), I don’t buy from them. It’s just a cop-out of having to deal with warranty problems. Also usually says something about the quality of the product in the first place.

Henk4U2
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Gebe wrote:
Henk4U2 wrote:
Warranty is an agreement between two parties. The seller and the buyer. It is seldom transferrable if the buyer sells it to a third party. You can’t expect the Acebeam (or any other manufacturer) to step in and say: please let me handle things for you. The only thing you can do is take things up with the highly recommended gent.

Thanks for the lecture Henk. Thanks also for your snide, highly recommended gent remark at the end. I guess you thought “long and hard” before making it. He was recommended TO me, not BY me.
…..

Thank you for having read my attempt to clarify how things work on this side of the big pond.
It also shows that, how hard you try, there is always something that could be said better when you want to express yourself in a language you have to learn at school. That is why I sometimes copy other people’s text. Like the content of the posts previous to mine.

You are a flashaholic if you are forced to come out of the closet, to make room for more flashlights.

toddcshoe
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I don’t know anything about the gent part. Did you purchase this item through PayPal? I would file a claim with them if you did. Doesn’t really matter about warranty. If you were sold a second hand item, even if it was sold as new, and it shows up not working correctly you deserve to be refunded. If the seller doesn’t want to make it right I would make sure everyone knew about it. Sorry, I don’t have a passive bone in my body.

I have sold lots of lights. Only one problem ever. That gentleman got refunded his money as fast as I could. As far as I know he would buy from me again knowing I would make right on any problem. If I didn’t do right by someone I would expect them to call me out here.

Good luck. I hope you get your problem solved in a timely fashion.

"Everywhere I go, there I am"

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It also seems to me that the seller should be refunding the money or making good on fixing the light. No doubt this isn’t a popular view but I don’t see where Acebeam has a legal obligation to replace the second-hand light. I looked at their warranty info and it states a limited lifetime warranty which as I understand it means that the warranty does not have to be transferable (note that this is just my understanding and could definitely be wrong).

It would of course be nice if they did do something for the OP but companies often have different priorities from people.

9mm/40cal/45cal bullets and large/small pistol primers available for sale in San Francisco Bay area

Henk4U2
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toddcshoe wrote:
I have sold lots of lights. Only one problem ever. That gentleman got refunded his money as fast as I could. As far as I know he would buy from me again knowing I would make right on any problem. If I didn’t do right by someone I would expect them to call me out here.
Thumbs Up

You are a flashaholic if you are forced to come out of the closet, to make room for more flashlights.

RobertB
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SIGShooter wrote:
It also seems to me that the seller should be refunding the money or making good on fixing the light. No doubt this isn’t a popular view but I don’t see where Acebeam has a legal obligation to replace the second-hand light. I looked at their warranty info and it states a limited lifetime warranty which as I understand it means that the warranty does not have to be transferable (note that this is just my understanding and could definitely be wrong).

It would of course be nice if they did do something for the OP but companies often have different priorities from people.

Well, dealing with a Chinese company, all bets are off, and you’re at their mercy no matter what their written warranty is. If it were an American company, it would be easily enforceable.

US Federal law spells it out in the “ MAGNUSON- MOSS ACT of 1975”, Written Limited warranties have to be spelled out as to what the limitations are which includes if the warranty is non-transferable. At least, that’s the way I read it.

You provide warranty service to anyone who owns the product during the warranty period. is one of the conditions, so it is implied that it is transferable since Acebeam doesn’t state otherwise.

Laws in the Netherlands might be different, and shouldn’t assume they are the same as the US

Gebe
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Hey Henk, no problem. I just think when people here ask for opinions, folks should just post positive things and try to be helpful. ALL opinions are valid as long as they’re not snarky or rude. BLF is a helpful, civil place and I’ve seen posts where you’ve been helpful and thanks for that.

Like I said, I explained my problems with this seller and like you toddcshoe, I would have immediately offered a refund and I’ve done it in the past if someone was even remotely dissatisfied purchasing something from me.

I paid for this through Paypal but I don’t think I’m going to open a dispute as I don’t want to get into a pi**ing match with the seller but who knows?

I agree with you completely RobertB. Any manufacturer should honor a warranty and warranties should be transferable for the life of the warranty unless like I stated earlier, due to misuse and especially if an item has been well cared for and still looks like new. Like you said though, the Chinese are in a league of their own and buyer beware. But a manufacturer like Acebeam who heavily advertises here, should want to strive for great customer relations.

Thanks everyone for your feedback but I’m still wondering if anyone else has had any problems with the UC15 or am I the lone wolf?

pc_light
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Gebe, FWIW my UC15 does the 2-seconds on Turbo thing when my batteries are low (~below 3.3V). Once charged, light operates normally again.

Could be battery sag when on Turbo, a 1,000 lumens is asking alot of a little 10440 cell.

Seeking the light.

Gebe
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Thanks for that pc_light but even when my 10440’s are fully charged to 4.2V, turbo still just flashes for about 1/2 second and the light shuts down. Turbo doesn’t even stay on for 2 seconds like yours.

Now here’s a revelation! I never thought of trying this with NiMH cells. Using good Fujitsu rechargeable NiMH cells, the UI works ALMOST as it should! When I say almost, it still doesn’t have 5 modes, only 4 including turbo but I can access turbo from off with 2 clicks and the red stays on instead of going off in 3 seconds and lockout mode works as before.

I purchased this to use 10440’s so I’m still disappointed. At least the UI is “almost” Big Smile as advertised using NiMH’s. Still, it’s all weird.

I emailed Acebeam again and this time told them I was a member of BLF, where they advertise, and if they rectified my problem, I would post a glowing report about their great customer service. I doubt I’ll hear from them, (like some others have stated), but who knows?

I will never buy an Acebeam product again if they at least don’t answer emails. Good customer service is as important as the product itself.

chadvone
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I would not expect a reply soon.. Chinese New Year.

I take it you thought my question in post 3 was snide. That was not my intent. I was just using your own words. If you said you bought it from (insert name) I would of asked if you took it up with (insert name). I see nothing snide about it.

I have bought and sold a few lights in my time. I hope everyone I have sold to would consider me highly recommended or at least recommended Smile I have not had your experience, If I did the first thing I would do is take it up with the seller.

I hope this works out in your favor. I hope I don’t get into a deal with the highly recommend gent.

mattheww1950
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A few years ago I did some business directly with Acebeam in China. They sent the wrong light, I asked for the correct one, and they wanted the wrong one back. I think it cost $12 to send it back by 1st class international. It has a tracking number, but all tracking ends once it leaves the US. Acebeam claims they never got it, and the tracking only went as far it leaving the US. I did eventually get the light I ordered and paid for, but it took months. It ended up being far more trouble and expense then it was worth, and I haven’t done business with them since.

Gebe
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chadvone wrote:
I would not expect a reply soon.. Chinese New Year.

I take it you thought my question in post 3 was snide. That was not my intent. I was just using your own words. If you said you bought it from (insert name) I would of asked if you took it up with (insert name). I see nothing snide about it.

I have bought and sold a few lights in my time. I hope everyone I have sold to would consider me highly recommended or at least recommended Smile I have not had your experience, If I did the first thing I would do is take it up with the seller.

I hope this works out in your favor. I hope I don’t get into a deal with the highly recommend gent.

Thanks for reminding me of Chinese New Year. That’s great stuff but I didn’t include your response in my response and again, I DID take it up with him! He’s on another forum and not here. Thanks for your reference of highly recommended gent in the above post again! Big Smile Hey, you’re a great guy and let this go.

Thanks for your feedback mattheww.

LumenMax
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Gebe,

 

Hang tight. I think I found someone who might be able to help get yours replaced. 

Gebe
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LumenMax wrote:

Gebe,


 


Hang tight. I think I found someone who might be able to help get yours replaced. 

Hey LumenMax, that would be great! Thanks!

LumenMax
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Send me a video of the issue. That might help move things along.

Gebe
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I’m not capable of doing that LumenMax as I’m technically challenged. Sad All I can say is my example is totally wonky using 10440 cells but works normally with NiMH cells.

As stated, I bought this light to use with 10440 cells and it doesn’t! I’m bummed because it doesn’t work with them as advertised!

I would be willing to ship this back to get a replacement but I still say Acebeam’s customer service is crap! Chinese New Year’s aside, they still won’t answer my emails even when C.N.Y. is now over.

Why do we here on BLF let them still advertise here when they won’t even answer several emails and others have the same problem?

LumenMax
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Gebe,

 

Acebeam said to email them with your issue: info@acebeam.com or sales@acebeam.com

Gebe
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Thanks LM but I did many times! I’ll try it again. Thank you.

klrman
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Gebe wrote:
. Why do we here on BLF let them still advertise here when they won’t even answer several emails and others have the same problem?

 

I only have two acebeam lights, but seeing they have not answered yours and my email, it's a red flag.  Their lights are really expensive and since their customer service seems to be non existent, they'll be another brand I will avoid from now on.  For me I will put them in the same group as HaikeLite.  I have three friends that want an X80 after they saw mine but I told them they never replied to my email about a concern I had with their lights and that was it, case closed, none of them want anything to do with acebeam.  All it takes is being honest with your friends and they'll look elsewhere to buy lights.

LumenMax
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klrman wrote:

Gebe wrote:
. Why do we here on BLF let them still advertise here when they won’t even answer several emails and others have the same problem?

 

I only have two acebeam lights, but seeing they have not answered yours and my email, it's a red flag.  Their lights are really expensive and since their customer service seems to be non existent, they'll be another brand I will avoid from now on.  For me I will put them in the same group as HaikeLite.  I have three friends that want an X80 after they saw mine but I told them they never replied to my email about a concern I had with their lights and that was it, case closed, none of them want anything to do with acebeam.  All it takes is being honest with your friends and they'll look elsewhere to buy lights.

 

Is your concern related to the heat issue?

klrman
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LumenMax wrote:

Is your concern related to the heat issue?

 

No. I knew it would get hot fast and that's fine, but the battery indicator light is way off.  Acebeams silent treatment for so long is enough for me to understand their ethics.  Don't get me wrong though, the x80 is my favorite light, I just won't be buying any more acebeam stuff that's all.

Gebe
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I want to thank LumenMax for his concerns in this matter. I don’t want to go into details about his help with me concerning this but he went above and beyond trying to help and had a small influence with them but to no avail.

Again, some folks here have had the same problem as me concerning nonexistent answering of emails and nonexistent customer service and again, why does BLF let them join us here when they can’t even answer an email?

Their stuff may be good IF if they work but forget about it if they don’t. NOT GOOD ACEBEAM and your company should be ashamed!

klrman
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I'm thinking about putting up a youtube vid to explain Acebeams attitude.  Never did it before, but I feel they deserve to get bad press this time.

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Gebe wrote:
I’m not capable of doing that LumenMax as I’m technically challenged. Sad All I can say is my example is totally wonky using 10440 cells but works normally with NiMH cells.

As stated, I bought this light to use with 10440 cells and it doesn’t! I’m bummed because it doesn’t work with them as advertised!

I would be willing to ship this back to get a replacement but I still say Acebeam’s customer service is crap! Chinese New Year’s aside, they still won’t answer my emails even when C.N.Y. is now over.

Why do we here on BLF let them still advertise here when they won’t even answer several emails and others have the same problem?

I wonder if the problem isn’t the light, but rather your batteries.

What brand of 10440 are you using and where did you get them? Cheap cells might not be able maintain the current this light requires which could cause the behavior you described (inability to stay in turbo for more than a second, etc.).

Also did you buy button-top 10440 cells? If not, then your cells might be making very poor contact, which could also cause the behavior you described.

I have a UC15 that I emitter-swapped to XPL HI. Works just fine with Efest 10440 from Mountain Electronics. My 10440s were flat top. I soldered pieces of copper on their tops to convert them to button-top.

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