ComplaintsforFenix Lighting
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Complaint Details
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Initial Complaint
03/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a flashlight from them with a "lifetime warranty". The light sat in a drawer and looks new yet the switch to turn it on broke. I contacted support to request a repair. Support said the light is too old and they can't fix it. A real "Lifetime Warranty" they would just replace the light with a newer model. Instead Fenix support offered me 30% off a PURCHASE of a new light. They lie about their warranty which is the only reason I purchased the light in the first place.Business response
03/29/2024
Upper management was first made aware of ****************** report upon receiving a review on ****** regarding the situation. We launched an investigation with our team to see what had occurred with our warranty department in regard to this light. It came to our attention that newer team members in our warranty department misunderstood aspects on warranty of discontinued lights, like Mr. ************* We then reached out to the customer to ask that he send the light to our headquarters so that we could take a look at it.
The Fenix Limited Lifetime Warranty covers manufacture defects in the light. If a light has been discontinued, and is covered under warranty due to a manufacturer defect, we will replace the light with a new light that is the closest equivalent to the discontinued light. If the issue in the light is not a manufacturer defect, but has stopped working for other reasons, and we still have the parts and can repair the light, we will do so. This particular model has been discontinued for approximately 8 years. Upon inspection, it was determined that the tail switch issue for this light was not a manufacturer defect on the light. We did have parts available for this light, thus we repaired the light with the new tail switch and it was returned to the customer in working condition.
Again, the initial response to the customer from our warranty department was simply a misunderstanding of a new employee regarding discontinued lights. The internal miscommunication has been addressed, and the customer's flashlight has been repaired and returned to him, per our warranty.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.