Poor customer service from Klarus

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scrumpypaul
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Poor customer service from Klarus

Mate of mine, on my recommendation, got a Klarus Mi1C. Long story short, he needed an O-ring. Contacted Klarus who wanted £12 for the privilege.

This is taking the Mick.

As it happened I had a couple which would do which I’ve sent to my friend but really, a tiny show of goodwill works wonders but Klarus seem not to understand this. Poor show.

The End

USA
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That is bad.

glad it was just an o-ring, he can source that anywhere. What if he needed a driver or switch? Would that cost 50 quid?

sp5it
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Is it really hard to buy o-ring locally in UK? I doubt.
Mike

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scrumpypaul
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sp5it wrote:
Is it really hard to buy o-ring locally in UK? I doubt. Mike

Of course not. But you spend that sort of money on a torch you’d hope for decent CS. Don’t you think?

sp5it
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Not, if we talk about oring. When you have a flat tyre, blame car manufacturer located on the other side of the world or take care locally?
IMO you are trying to find a problem where there is none.
But… Klarus CS could tell you size of that oring that can be bought for pennies.
http://www.ukseals.com is nearby, isn’t it?
Mike

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Hellie112
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With an expensive flashlight I would expect spare O-rings to be delivered with it. When the O-rings on the flashlight are DOA they should ship replacements. If the store wants to keep customers happy they would be wise to ship replacements O-rings. That way they ensure loyal customers who will buy more lights in the future at their store. The customers are also very likely to recommend the store to other people (free advertisement).

Marc E
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sp5it wrote:
Is it really hard to buy o-ring locally in UK? I doubt.
Mike

The only ones i’ve seen available are thick plumbing o-rings, never seen one suitable for a torch and i’ve looked. I wouldn’t actually know where to get one so i’d look to one of the chinese websites. Could maybe order from the site you linked to but i’d need to know the exact size, and even then it might not fit properly if it’s a different material which deforms differently when stretched over the tube. I’ve replaced an o-ring before with one from another torch that seemed the same size and it didn’t fit quite right so didn’t work properly. It’s not as easy as it seems.

I get your point about expecting a free o-ring though, that not really something to complain about, but £12?

10p + envelope/postage = normal.
Offering up the size of the o-ring and suggesting that the customer looks locally while offering a replacement for 10p + envelope/postage, or even just envelope/postage = good.
Free o-ring + postage = excellent CS, but not expected.
£12 = opportunistic greed. You can get a whole torch from a different continent for that.

sp5it
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Marc E wrote:
The only ones i’ve seen available are thick plumbing o-rings, never seen one suitable for a torch and i’ve looked.
Really? I live in post communist country, small village, but I know 3 shops with all size orings I could dream in 30km radius Smile
Mike

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Henk4U2
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sp5it wrote:
Marc E wrote:
The only ones i’ve seen available are thick plumbing o-rings, never seen one suitable for a torch and i’ve looked.
Really? I live in post communist country, small village, but I know 3 shops with all size orings I could dream in 30km radius Smile Mike

Maybe Marc E’s search could have been better, but I’m afraid he (and me) are living in a post repair country. Where things are no longer fixed, but tossed away, when they break down. When I moved here, 15yr ago, there was a repair-parts store in the next street. And a few DIY stores in town. A few months ago, the only remaining (small) DIY store has cleared half it’s floor space to make room for a bedroom-carpets-drapes-wallpaper designer. But even before that, he did not sell O-rings.
It is not un-common that the few people who don’t want to throw away things that are 99% OK, write to the manufacturer if he/she would be so kind as to send them a replacement for the broken ring, rod, handle, etc. Expenses paid, of course. The few manufacturers who are willing to do so, send most of those goods for free, because their billing departments can’t handle selling tiny parts and volumes to individual customers. Sigh. Rant over.

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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A bunch of lights use the same o-ring as the Klarus Mi1C. Olight, BLF X5, Jetbeam Jet2mk, Wuben E05, Sofirn SP10’s, basically any light that has uses AA, or CR123’s.

mmalive
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scrumpypaul, The “ o “ rings is not a hard to find item. Any decent “ cheapo “ lights have them. I will cite some examples below.

1. Dollar Tree ($1 store ) Sunbeam flashlights.

2. 99 cents store 9 led flashlight

3. Harbor Freight “ freebie “ flashlight

4. Harbor Freight spare “ o “ ring assortment.

To complain about “ o “ rings is a JOKE not even worth mentioning.

If light was defective way different story.

CRX
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Don't have those stores in UK.

I think it is more a case of having purchased a flashlight, asking the MF of said light for a little help then being told yeah, £12 each for o-rings, thanks, that is a little ridiculous.

I have real trouble sourcing o-rings for lights here, every time I have to order from abroad..

(Not for £12 each though) Wink

Lightbringer
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Forget the short version, I think we need the long story as to why he “needed an O-ring”.

Did the light not come with one installed?

Common enough but extras not included? (Hell, I’ve gotten extra O-rings with cheep-cheep-cheep AAA lights.)

Damaged because of “user error”?

Other reason(s)?

09 F9 11 02 9D 74 E3 5B D8 41 56 C5 63 56 88 C0

Streamer
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Hehhh…maybe Klarus just forgot to include em with original purchase. The only Klarus that I own (given to me by a generous forum member) I guess I’ll never know if it came with xtra o-ring or no.

So what’s the deal? Those of you who own Klarus torches, did you all receive Xtra O-rings when you purchased new lights?

spinynorman
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My Mi1C came with two spare o-rings.

HONDARIDER
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I don’t think I would have even thought to contact the OEM for an item as such. Even so, my expectations would have been pretty low. Maybe someone here (BLF) can send you one if you can’t find a replacement. I’m sure there are plenty of us in the U.K. Good luck.

LumenMax
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HONDARIDER wrote:
I don't think I would have even thought to contact the OEM for an item as such. Even so, my expectations would have been pretty low. Maybe someone here (BLF) can send you one if you can't find a replacement. I'm sure there are plenty of us in the U.K. Good luck.

 

I think for something like an o-ring, it's perfectly reasonable to contact OEM. However, it would not be my first choice.

LumenMax
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Klarus stated that the o-rings are free. They quoted you for the cheapest shipping method ($12 USD). They said if you have your own shipping account, you can have it ship to you. Do you still need the o-ring? If yes, I will ask them if they can just drop it in a regular envelope. That should be way cheaper, I think.

USA
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When I lived in London back in the day (and also in the home counties like Essex and Kent) there was an abundance of products that were often high-margin or were in high demand. DIY items were available, but not necessarily were you expected them. I bought a box of various o-rings at Poundland for 1 GBP! Some of their stores were shut down, but such discount stores would be another avenue to check and of course, B&Q.

Hoop
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OEM doesn’t mean what you think it means.

everydaysurvivalgear
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The majority of plumbing O-rings are to thick to fit you would have to slice them in half. Fasttech and Ebay are a good place to check.

I understand the situation its a tough one as O-rings are consumable items so its up to klarus discretion what they charge. Not a great way to gain future customers by overcharging.

LumenMax
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everydaysurvivalgear wrote:
The majority of plumbing O-rings are to thick to fit you would have to slice them in half. Fasttech and Ebay are a good place to check. I understand the situation its a tough one as O-rings are consumable items so its up to klarus discretion what they charge. Not a great way to gain future customers by overcharging.

 

The quote was for express shipping and not for the o-rings.

 

 

Petr Sixta
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I have the best experience with the Klarus customer service.

Through GB I bought G35 and it was DOA.
GB absolutely refused to address the situation and suggested a slight compensation.

I wrote to CS Klarus asking for a driver, and Klarus sent me a free lantern for free.

According to my experience, this is a perfect customer service.