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SureFire Customer Service Review

There's a lot of high quality gear out in the market, but no manufacturer is perfect and from time to time defective parts end up in customers hands. When this happens, manufacturers have a chance to really differentiate themselves from the competition by taking care of their customers. I recently had a chance to try out SureFire's warranty program and customer service firsthand.

On my SHTF AR-15, that I take to the range multiple times a month, I’ve been running a SureFire X300 weaponlight and XT07 Remote Dual Switch assembly. But recently the light developed a problem. When using the XT07's lockout toggle switch to activate the ability to use the controls on the Picatinny remote portion, it would turn the X300 to a constant on. I tried tapping the momentary pressure pad which had no effect. Then I tried using the on-off button, still wouldn't turn off. The on-off button actually changed the brightness output, X300s aren’t supposed to have a high-low ability. Next I tried my XT07 on another X300 – same problem, then I tried using just the remote portion in a friend’s M300A Scout light – same problem.

Finally I decided to give SureFire’s Customer Service a call to see what could be done. Now I know what some of you might be thinking, I just named dropped working for RECOIL and they shipped me out a new one. That’s not the case. This was my personal gear, so I didn’t feel appropriate bringing up RECOIL. Plus I wanted to see how they would treat Joe Consumer.

After a few minutes of being on hold I reached a customer service representative. I explained the problem I was having, and the diagnosing I went through that pointed to my XT07 as being the culprit. The representative was polite, and asked me to send the XT07 and X300 in for them to take a look at. I hadn’t even thought about sending the X300 in also, but they recommended it to make sure there weren’t any problems with the light itself.

Seven days (including a Saturday and Sunday) from when the UPS tracking number said SureFire received my X300 and XT07, I received everything back. I should note that your results may vary on how long it takes to receive your gear back based on how far you live from SureFire. I'm within one day UPS Ground shipping from them. The XT07 and X300 came back in perfect working order, the lockout toggle switch engaged and disengaged properly, as well as all the other functions. For my trouble, SureFire include a new pair of their 123A lithium batteries, a sticker, a marketing piece on their batteries, and something unexpected.


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The X300 I sent in had originally lived on one of my handguns where it had seen somewhere in the neighborhood of 5,000 rounds fired before being moved over to my carbine. From its time on my pistol the lens was slightly cloudy, and the finish on the top of housing had taken a beating. To my surprise SureFire had replaced the lens and housing with new parts. This was something I never brought up during my time on the phone with them, and didn't expect them to replace. Their warranty specifically doesn’t include “normal wear and tear”. Replacing those parts shows that SureFire is willing to go the extra mile for their customer.

SureFire's customer service and warranty program get an A+ from me. When you spend your hard earned money on gear, its added piece of mind that the company you are buying from stands behind their products. SureFire is without a doubt one of those companies, and in my case they went above and beyond for Joe Consumer.


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17 responses to “SureFire Customer Service Review”

  1. Shaniac says:

    That’s good to know since I dropped a chunk of change on a Surefire Scout M600C…..

  2. Matthew Blunk says:

    Sounds a little like a plug…….I actually sent them an email with a question about my light. I included pictures and a few pretty specific questions about something I’d like to buy.
    That was about 2 weeks ago, still haven’t heard from them.

    • Mike says:

      Try calling them. I have had 2 experiences where in my lack of organization I had lost small parts to my x300. I called spoke with a real nice woman and the arts were shipped to my with out charge. I have nothing but great things to say about Surfires CS.

    • Kurt says:

      Matthew, try picking up a Phone and Talk to them.
      Just a suggestion.

  3. Nate says:

    I have an even better story about their customer service. I am a police officer and carried a Z2 in a surfire kydex holder. The kydex holder utilizes a thin metal clip to hold tension on the light and keep it in place. One day after a footchase and fight with a suspect, I noticed the clip in the holder had broken and mt $100 Z2 was gone. I called SureFire to let them know what had happened in the event it was a manufacturing defect. The very kind representative apologized and asked for my contact information and address and advised me they would look into the issue. Three days later, I received an unexpected package from SureFire. The envelope contained a replacement Z2 marked demo, two 123 batteries, a new kydex holder, a lanyard and other accessories, stickers and literature. Though the light was marked as a demo, it was in like new condition and in better shape than my original light. I still carry that light 5 years later and remain a life-long fan and customer of SureFire.

  4. Phillip says:

    i have used surefire weaponlight products for years and i can tell you their customer service is 2nd to none…they are top notch and 1st class, of course if you a mule on the phone with them expect nothing but a hand full of who cares

  5. Josh F. says:

    I have several handheld, and weaponlights and I had a pocket clip break on a LX2, luckily I didnt loose the light, and called to “Buy” a replacement clip, since I had it in my back pocket and it hung on my seat while getting out of my truck I considered it my fault. The CS rep asked for my info, and before I could ask how much, said it will be in the mail and you should have in several days, which was less than a week. Didnt cost me anything. Surefire, only light I trust my life to, and awesome no BS customer service to boot. Customer for Life!

  6. Micah says:

    I have had several excellent experiences with Surefire over the years. I have found that email is not the way to contact them. Try the phone, they will take care of you. I’ve called them several times about broken/ worn out parts and they have simply shipped out a replacement part no questions asked. Best customer service I have ever dealt with. Im a customer for life!

  7. TheGunLab.com says:

    Had a similar experience with my ATPIAL/Surefire Pressure switch, the cable was split and shorting out on the ATPIAL side at the plugh head. Sent it in, they sent me a brand new one. No questions asked. +1 to surefire customer service

  8. dan says:

    I recently sent my x300 in for service since the lens started to move freely in the bezel. 2 weeks later they sent it back with a replaced housing is brighter than before. great CS and even Garin from their suppressor division replies to my questions usually in minutes after sending.

  9. Colin says:

    I also have had 2 positive experiences with Surefire CS. The most recent one, they sent me a replacement HelmetLight mount when mine went missing. They are top notch!

  10. John J Bunce III says:

    I always had good service with them too, sent back a few flashlights, Z2 I think, they repaired and replaced parts no problem. Thumbs Up!

  11. Ethan says:

    this makes me want to go buy another surefire light, and i already have a few. go surefire, you get what you paid for, and as seen here, then some. thank you for the CS review, you dont really see those.

  12. Sonny says:

    I am fortunate enough to live close to the Surefire will-call location and I can tell you from first hand experience talking with the employees there that their customer service is second to none. I had an X400 that I bought a looonnggg time ago and it was the older style with the flat laser lens and has seen some better days. The switch on the light stopped working properly so I thought I would bring it in and see what they could do about it. They took my light into the back and came back out with a like new refurbished one that was the had the NEW style laser lens. Later on, after some hard use, I noticed the lens was moving around in the bezel so I went back to the will-call location. Instead of handing me another refurbished one or taking it in for repair, they ended up giving me a BRAND NEW one in packaging. From then on, I knew all my lights will only be Surefire. Andrew and Greg who both helped me are great people and I’ve had nothing but positive experiences with all the other employees at Surefire.

  13. Kurt says:

    It’s really great to hear positive feedback about a business in this day and age. I have used Sure Fire flashlights for a number of years and they always work when I need them. I will continue to use them and they will probably be working long after my lights have gone 10-7.
    Stay Safe all,
    Kurt

  14. JWhite says:

    Love Surefire’s support. I had a defective tail cap on one of my lights. They emailed me a PDF with some instructions to determine if it was the switch or the batteries. I replied after reading the PDF and testing my light with other batteries. I received a new switch the following week. Havent had a problem since.

  15. Vinny says:

    I quess I better call, I e-mailed 5 times in the past 3 weeks and have heard nothing from them….I love there lights, I own 5, but so far not impressed with the CS

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