Zebralight customer service, anyone having problems???

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oakheath
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Zebralight customer service, anyone having problems???

Hello, have any members experienced problems with Zebralight customer services?

I purchased a H603w 18650 XHP35 Headlamp Neutral White on sale and arrived faulty, the led stayed 1/4 on and wont turn off until the tube cap was unscrewed.

Contacted them straight away sending images (as i had their address from the last faulty light SC63w 18650 XHP35 Flashlight Neutral White), got back to me three days later and said i could return to the address provided.
Light sent with a tracking number and shows it has arrived 15/4/19. Contacted them again the 16th to ask when the replacement would be sent and no reply??

I also purchased the SC600w IV HI which showed in stock, when i chased that order as days went by and not dispatched was told it’s back ordered although still listed in stock?

I seem to be doing all the chasing with not much interaction from Zebralight.

Would like you thoughts please.

nobody
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I bought a SC32 a few years ago and no issues. Tried a SC5 last fall and it had issues like your H603w. The communication was a little slow (and I did have to be the chaser as you mentioned), but they did respond and resolved it to my satisfaction. Bought the same SC600 as yours in December and again no issues whatsoever.

Bottom line is, I have no real complaints and LOVE their lights and UI.

saypat
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I have e-mailed them with questions regarding some of their lights and have not received any replies. This alone stops me from any thought of ordering from them. I am curious as to what kind of an outfit this is – one man operation?

Truck
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I had a Zebralight but sold it on ebay. When I sent a note to them I had no feedback (asked about new products)

ven
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I have sent a headlamp back to them(Texas from UK). Then they sent to China for repair which of course added a lot of time. They were not always speedy in reply, but they do get back and they do come through in the end. My total time was over 5 /6 weeks(cant remember exacts). In the end they did not charge the $15 and also sent me a couple of headbands/clips for all the inconvenience. The headlamp is an older mk1 and it works as should, in fact it does get regular use at night in the garden.

oakheath
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Location: England

I still have not received a reply from Zebralight customer services and think i will avoid this company for future purchases. Its a shame as i like their flashlights but not all the hassle.
Hope they resolve this very soon, dont know what else i can now do.

ven
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Not defending them as it sure can be frustrating, but maybe holiday or….. I know they are a relatively small outfit. No excuses granted, maybe allow a couple more days and email again. Dont give up! I am sure(confident) they will come through for you, just hold out.

bassoverflow
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My only interaction with them was I asked to cancel an order as the item was on backorder and I purchased elsewhere. They were quick to respond and cancelled the order with no questions asked.
I hate that you’ve had issues with them.

oakheath
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Finally had a reply from Zebralight saying i can return the headlamp, the one they received back on 15/4/19!
Very poor service continues. Angry

PBWilson
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I don’t know the size of their operation, but I wonder if they don’t have an individual manning the computers solely to deal with issues that arise.

I’ve found the best way is to call them. When I had some questions about two different Zebralights, I called and spoke at length with someone (can’t remember the name) who explained a great deal about their products.

Granted this was BEFORE the sale, but I’d reach out by phone. It’s hard to get over an experience that leaves a bad taste in your mouth, but if you like the light (when working properly) let them know you need the help. One-on-one communication is all too rare and it might give you a chance to have them address their lack of communication by email.

Good luck!

RobertB
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PBWilson wrote:
I don’t know the size of their operation, but I wonder if they don’t have an individual manning the computers solely to deal with issues that arise.

I’ve found the best way is to call them. When I had some questions about two different Zebralights, I called and spoke at length with someone (can’t remember the name) who explained a great deal about their products.

Granted this was BEFORE the sale, but I’d reach out by phone. It’s hard to get over an experience that leaves a bad taste in your mouth, but if you like the light (when working properly) let them know you need the help. One-on-one communication is all too rare and it might give you a chance to have them address their lack of communication by email.

Good luck!

They haven’t had a phone number listed in a long time. Their contact form is a trouble ticket system now. Works very well from my personal experience.

TrueRMS
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Location: Middle of nowhere OH

I received my Sc62 back today, it was clearly my original body but it did work (originally died in a short fall) so Im a happy customer.

March 24- Original date I requested an RMA
March 25- RMA issued
March 30th-ticket updated that they had received the light

That was all I ever heard from them, no notice of it being returned or anything else, today when I got home it was a total surprise, I didn’t even know what it was till I read the label. Do note it was shipped direct to me from China so perhaps the ticket answering person doesn’t get updated in order to update the tickets…

Idk, I’m certainly not complaining about a 5wk turn around, I was expecting 8-10wks!

derfyled
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Sent a warm white version of an SC32 for repair (parasitic drain). Sent me back a cool white SC32 ( Sick ). Wrote them 3 times to get this fixed and they never answered me.

saypat
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such encouraging stories!