So I recently purchased a Fenix PD32 after using the display at the store. Seemed like a pretty good light. I got the new one home and I didn’t work. After contacting their warranty dept over in China they promised to send me out a new bulb assembly.
That was after about 15 emails over a two week period. The phone number never amounted to much.
Fast forward another 3 weeks, totaling about a month and a week and still nothing in the mail. According the the CS rep it should be here eventually, and I should let them know if it doesn’t make it here… well I have no time frame to base that off of.
I bought the light at REI and can bring it back there need be. I really don’t like returning things.
Just a warning to anyone with a Fenix light or contemplating buying one… your on your own in concerns to warranty work.
That’s half the point of buying REI’s inflated priced items, their great return policy. Definatly exchange it and buy a Surefire or El Zetta next time.
Its not the point of being able to take it bavk to REI. Its a matter of the CS from fenix.
I have at least 4 surefires laying around and wanted to try something else/ cheaper to keep in my bag at work.
Theres not much discusion to be made about why I didnt bring it back yet other than that its pretty inconvienently out of the way, and its not a vital tool.
My point is that for a sizably large company who sells “top quality” stuff I was suprized at the lack atention they’ve shown. Im just giving someone who searches fenix on this site a heads up.
I had a couple of problems with a Fenix E21 tailcap switch, and was able to get it taken care of through Fenix Outfitters…
You need to e-mail them the serial number, date & where purchased,
and the problem you are having with your flashlight…
Apparently, they are the warranty department in the USA, and are located in Oklahoma… They stock a lot of parts, and have excellent customer service, in my experience…
Hope this helps…
There are Fenix reps located in the states, I see dealers at all the gun shows. You really need to work with people here, that speak your language, and are more likely to ‘care’ about you than someone in another country that could care less.
If your only point was to come here and trash Fenix…mission accomplished!
For those people looking for a decent light at a decent price Fenix is hard to beat, I have 3 and all have been flawless…and very bright…and mounted on an AR they’ve been reliable.
Yea that acually was my point. It’s worth knowing of the practices of how a company handles thier warranty claims.
The people in china where and still are the only ones to answer. Since then I’ve returned the light and still haven’t recived the part. I decided to bail on Fenix once I got the cold shoulder.
I’m happy for people with good experiences with them and thier product, but I sure wasn’t one.
I have not had any problems yet and I have 3 of them. PD32 is my EDC then I have a TK12 and a TK15 both mounted on rifles. Hopefully if something does happen I can just return them to the place where they were bought…hopefully.
We don’t have REI in Canada (although we do have an equivalent, MEC).
It would have been interesting IMO to contact them by phone or email and explain what had happened.
I know if you did that with MEC they would definitely sort you out, so I would guess REI would be similar.
Some companies you deal with the manufacturer, some with the distributor. IMO as long as you know who to contact, contacting one or the other doesn’t really matter.
2/3 of my stuff is Surefire and none is Fenix but from my perspective, you have to contact someone to make the warranty work. Do I care who I have to contact? Not really. As long as the lights work, or in the rare case that they don’t, I can get the problem fixed quickly, that’s pretty much the beginning and the end of it for me.
Naturally in this case your light didn’t work, but whether that’s indicative of a pattern or not obviously we can’t judge from a single instance. But I think this thread would have been a lot more useful if we got a look at whether the light could be replaced or fixed quickly and easily, not whether it could be replaced or fixed quickly and easily by the manufacturer, specifically.
What would be the point of the thread if I said “hey bought a light that didn’t work, returned it!”
The point is that Fenix CS is nearly non existent and not helpful.
So update.
I have returned the light.
Finally got my part from Fenix. Maybe 6 weeks later? Wrong part. I emailed them and told them that it was the wrong part. She said “yes that was intentional”. I had to inquire about that. She said the part that didn’t work (the head) was to expensive and they didn’t feel it was nessesary to send me that. Im assuming they thought maybe a new swtich would work? i dont know. Seriously what the fuck?!
Surefire from now on.
I have seen this claimed many times. I have never seen proof of any anti-gun behaviour by MEC. But that’s another thread.
The way in which that would be helpful would be the same way in which it is helpful to say “my Surefire light didn’t work…I contacted Surefire and they had a new one out to me a week later”. That’s useful because then everyone knows that the people to contact if your Surefire doesn’t work are Surefire themselves.
If the thread was, “I bought a Fenix and found their Chinese manufacturing office was not very helpful, so I contacted the seller and they sorted it out…seller was REI” then we’d all know 2 things:
Fenix in China is probably pointless to contact
Where a good place to contact is instead
So it’s not that this thread contains no useful info…just not as much as it could. I know that Fenix is pointless to contact now, so that is helpful. But what I don’t know is if there is someone that could have fixed the problem in the same time frame as Surefire would be able to, which would be nice to know also.
I’ve probably bought 7 or 8 Fenix lights and only had a problem with 1 (an e20, bad board). Fenix store took care of that one. The rest have been given as gifts, and to my knowledge all are still working. Its hard time beat an E01 as a keychain light.
I had the same issue with Fenix, I emailed them and received a response from someone in China. Because I bought it from a Fenix dealer no longer in business, they had another dealer send me a replacement. I finally received a replacement a month later and it was a well used model that had obviously been a warranty return from someone they probably upgraded. I figured it was because my light is no longer being produced, and I didn’t buy it from that particular dealer they had no problem giving me the shaft. Avoid them at all costs, go with a company that has a U.S. corporate address. Model is a TA30.
