I ignored all the warning signs and went ahead and purchased a ‘Klarus HA2C’ on pre-order through FastTech in early March and I received one of the very first units a couple of weeks later. I noticed right away that it was extremely hard to use until I finally figured out what was happening with this unit…
Klarus Support informed me that, after checking into it, mode memory function is broken only for the first batch production and because it is designed to consider the battery detection function. This message was sent to me on May 31,2019 via email response from Klarus Support.
So, the light’s mode memory is in fact broken and I will describe how it is completely failing.
Any time Turbo is used from the ‘Off’ state, it erases whatever favorite mode you had memorized forever and defaults it back to ‘Ultra-High Mode’… Genius right? Well actually not; on the contrary, any time a light is turned ‘On’ from ‘Off’, it should remember your favorite mode, and is in this case per instruction in the user manual, “The light will return to the last used constant-on mode when using the tail switch to turn ON”.
So to start, I hold the power switch down for one (1) second to enter ‘Low Mode’. I then turn off, and then back on again to confirm that ‘Low’ is still memorized. Once satisfied, I turn the light off again and perform the steps that Klarus Tech Support sent me below, some of which fail; specifically Step 1 in the first set of instructions, and Step 2 in the second set (which I have bolded):
1. When off, you double click the switch will enter to Turbo, double click again to the previous status—OFF
2. When on low or high mode, double click the switch will enter to Turbo, double click again to the previous status—low or High
1. Double click the switch will enter to the turbo and don’t have memorized function, you double click the switch again, it will exit turbo and enter to the previous mode you have used.
2. Single click the switch, light will enter memorized mode.
3. HA2C has lock function, if you cannot turn on the flashlight, please check have you locked it.
Memory for Turbo is not set up for this light. Klarus tried to claim that it is memorized in my light, but I know it is not because after selecting turbo and turning off, it enters ultra-high mode, and if I double click for turbo it gets even brighter, or to the brightest setting). I mention this because it was one of the many excuses they said to me when doing the RMA process…
So, after performing the steps again, I send them a video and confirm again to Klarus that when I perform Step 1, the light turns ‘Off’ instead of returning to the ‘Last Constant On Mode’ which is the specified operational behavior written and explained in the user manual (in this case low through ultra-high are memorizable).
I also explain that when I try Step 2 (light is still off after failed double click from Turbo), that a single click from ‘Off’ sends me into ‘Ultra-High’ mode, which I have never used or memorized. In this case, I lost my ‘Low Mode’, but it happens with any memorized constant on mode ‘Low’, ‘Medium’, or ‘High’. Ultra-High won’t matter if that’s what you wanted, however the light should never shut-off when returning to the memorized mode (Mode Memory Function)…
I rely on Mode Memory for when I really need it and it’s UI is seriously defective in its practical use now due to this issue. After explaining all this, I then receive incorrect information from Klarus to the effect that no matter which modes you have used before, double click will turn on turbo and double click again will turn off (because the previous status is off).
Really? Since when has ‘Off’ ever been a valid mode of mode memory, able to be recalled at a moment’s notice as a “favorite saved mode”? I am certain that ‘Off’ is nobody’s favorite mode being saved for later recall… I let them know that didn’t even make sense to save ‘OFF’ as a favorite memory mode.
After receiving my final points and concerns, I receive their final response that after triple checking by Quality, R&D and customer service departments, the flashlight has no problem.
and more repetitive information and instructions like…
If you click and hold the switch 1 second, it will enter to low mode, so you click to turn off and then single click to turn on will memorize the low mode,
If you click the switch, it will enter to the mode you previous used.
1. Double click will turn on turbo and double click again will exit turbo and enter to the previous status
2. The first batch will memorize five modes, so if the previous mode you have used was turbo, it will be memorized for your next single click.
I quickly replied that these steps do not work for me (again), so I will work with FastTech and if they fail to resolve this I will contact PayPal (I have until September to do so; gotta love PayPal in this case because they always rule in favor of the buyer).
Back to the warning signs; my first was the Klarus XT11GT; it died a week into ownership (full refund). The second was the Mi1C and the switch was defective (replacement OK, but what a hassle). This HA2C is strike three because of what a nightmare it has been dealing with Klarus when they already admitted my batch had defective units. It seems to me that they are clearly refusing to honor their warranty if something goes wrong with the product their customer receives.
Is this poor customer service? Is this the kind of support you would expect from a brand name company? What do you guys think? I perhaps should have also taken the previous warning signs very seriously. However, going forward, I will never make the mistake of ever supporting a company like this, especially one that puts out advertisements like this:
https://www.reddit.com/r/flashlight/comments/a0n88o/klarus_with_a_strong_entry_for_the_most_tasteless/
Needless to say, I am totally done with Klarus. There are plenty of other good companies like Acebeam, Sofirn, NiteCore, Olight, Thrunite, Imalent, EagleTac, to choose from, to name a few… Does anybody have this issue with Klarus, have any advice, or any similar experiences?
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