Hello all,
New here. Was a member at CPF but it seems to be down and I don’t know if its coming back. But I’d like to share a negative experience with Klarus customer service. Hopefully this is in the right section.
I had a problem with my Klarus XT1C light. It would only work intermittently, especially when using the momentary on function.
I tried everything like changing battery, tightening tailcap, cleaning contacts, etc. The light was only 2 months old and had not been used much at all.
I contacted customer service. I had to fill out a detailed form about what the problem was. Then, I had to wait until they deemed it an appropriate reason for warranty service. Then, once they deemed it appropriate, I had to fill out a form for a return authorization number. Then I finally got that, and was able to ship it off. I had to pay shipping. That process in itself took a few days.
So they get the light (according to my USPS tracking #.) I forget where it was…I think it was on their website somewhere…but they said they took no longer than 10 days. That seemed a little quick, and I wasn’t in a huge hurry for the light. But then three weeks go by and I haven’t even heard anything from them. I email them and ask if they’ve received the unit and when I might expect it. They said that yes, they’ve received it, and they would ship it out to me no later than monday. (This was on a Thursday morning.) They told me they would send tracking information once they shipped it. Monday rolls around…nothing. I give it until wednesday…call them up…and some guy in the customer service area sounded like he was drunk and had no idea what I was asking or what to do. He said his boss would email me later.
Anyway, I email them the next day. I was very polite, and explained I was told my unit would be shipped no later than monday…etc etc. They reply with “Your unit will be shipped out today.” No “Thanks for your business” no “We’re sorry this took so long” or “We’re sorry we gave you incorrect information, etc.”
A few days later, after a little over a month overall…I got my light back. It was bubble wrapped and thrown in a box by itself. No letter saying “Thanks” or “Sorry you had an issue with your light.” That’s fine, whatever, I don’t need to be coddled. However, they didn’t even include anything saying what the problem was. At no point did they tell me whether they actually found a problem with the light…whether they just replaced it…(I know they didn’t because the tailcap is scratched to hell which it wasnt before)…etc.
Overall just a negative experience compared to any other company i’ve ever dealt with as far as repair/warranty work. Just wanted to ive yall a heads up.
I’ll know soon whether they even fixed the light.
