Jeers to Eagletac (and NOT to GoingGear finally!!)

[ergotelis]

This is a jeer for a story with an Eagletac M3C4 xm-l flashlight.
I bought it on 6/2011 from Goinggear and on the end of August 2011 a problem occurred to the flashlight.
I sent email to Goinggear for RMA and sent the flashlight back to them in order to repair it.
Goinggear received my defect flashlight and told me that they sent it back to Eagletac for repair and that they would inform me when my flashlight will be ready to send it back to me.
Till now and after a lot of emails, goinggear still doesn't know what has happened with my flashlight, they still haven't gotten it back.
On the other hand, i emailed Eagletac to see what is going on and they told me that they haven't received any flashlight for RMA from Goinggear.
I still have all the emails for this matter in my record.

This story started 6 months ago, with still no solution and no idea where is my flashlight, who is telling the truth and who is lying.
Even if they "find" the flashlight, it would take more than one month to get it to my hands, so this is a really annoying long lasting RMA story.

All i want is a solution and finally get back my flashlight, so can anyone help me and inform me what to do???

[Cuso]

Hmmm, seems to me someone owes you a flashlight. Does Goinggear has any proof of delivery? If the flashlight got lost in the mail, who takes responsibility for it?

[derfyled]

I once had to ship back a defective light to Going Gear and they insisted that I take insured shipping. I hope they practice what they preach...

[glockboy]

When you sent the flashlight back to GoingGear, do you buy tracking?

[Cuso]

When you sent the flashlight back to GoingGear, do you buy tracking?

The light was already received by GG, It's them shipping it to Eagletac where the light was lost...

[Viper715]

I've had good luck with GG. I hope they step up and take care of you. If not they may loose a customer or two because of this.

[ergotelis]

Goinggear got my package. And Goinggear sent it to Eagletac for repair,as they told me. Then starts the problem. The flashlight can't be found!Who has the responsibility in this case? For sure, i am the one who has the problem, as i don't have the flashlight for 6 months and it should take at least one more month to get it to my hands!!!!
Thanks for your interest guys!

[Beamhead]

Has GG flat out told you that it is your problem? IMHO if you can prove you bought it from them, and that they received it as an RMA it then falls on them to either refund you or replace the light and they should fight with the manufacturer.
I have a feeling this will all work out.

[tjhabak]

Just out of curiosity, what was the problem with the M3C4? Did you nhave the single or the triple? I just recieved a triple today from a vendor on Amazon.com. There are some things I like about it, but it definitely won't ever replace any of my top 10 favorites.

[ergotelis]

Has GG flat out told you that it is your problem? IMHO if you can prove you bought it from them, and that they received it as an RMA it then falls on them to either refund you or replace the light and they should fight with the manufacturer.
I have a feeling this will all work out.

No, Goinggear never told me that, i think that they recognized that the problem was from the factory, it is not on the circuit, it is on the body, i had a problem with the small allen screws, their threads were worn So, should i ask Goinggear to refund me or send me another? Of course i can prove that i bought it from them, i have the rma service tag they gave me!

Just out of curiosity, what was the problem with the M3C4? Did you nhave the single or the triple? I just recieved a triple today from a vendor on Amazon.com. There are some things I like about it, but it definitely won't ever replace any of my top 10 favorites.

It is from single xm-l, i really love this flashlight!

[Beamhead]

It is up to you whether or not to request a refund or replacement.
Again I have a feeling it will work out.

[ergotelis]

According to Cheers and Jeers rules you can't post emails from other parties without their consent, you can post what you sent.
It is up to you whether or not to request a refund or replacement.

Yes you are right, sorry for that, i edited my post. But i don't think that Goinggear would have any problem, it shows that they kindly wanted to help me solve my problem
But the problem is now that there is still no solution. I will contact them again to see what i can do, but shouldn't they have told me that they could offer me a replacement?

[Beamhead]

I doubt they expected it to take 6+ months, but that is just my opinion.

Also if I am reading you correctly you posted this jeer without contacting GG prior to posting it, if so this jeer is in violation of the rules.
I still think it will work out if you contact GG.

[Viper715]

I agree with Beamhead! Goingear has always worked through problems with me! Great communication and things have always worked out! Contact them is phone and talk to them about it if you haven't already. Discuss with them what you think is a favourable outcome. I.e. either you receiving a new light from them ow and them dealing with the manufacturer or them giving you a refund. I think it will work out as they are a reputable company that values and works with their customers.

[choombak]

I agree with Beamhead! Goingear has always worked through problems with me! Great communication and things have always worked out! Contact them is phone and talk to them about it if you haven't already. Discuss with them what you think is a favourable outcome. I.e. either you receiving a new light from them ow and them dealing with the manufacturer or them giving you a refund. I think it will work out as they are a reputable company that values and works with their customers.

+1. I don't have a dog in this fight, but I have had excellent dealing with GG in the past - prompt response, and they even inspected the light when I told them it is to circle the globe and reach me here in India via a India-bound buddy. Contact GG, and work out a solution - I am sure they won't let you down.

[choombak]

I agree with Beamhead! Goingear has always worked through problems with me! Great communication and things have always worked out! Contact them is phone and talk to them about it if you haven't already. Discuss with them what you think is a favourable outcome. I.e. either you receiving a new light from them ow and them dealing with the manufacturer or them giving you a refund. I think it will work out as they are a reputable company that values and works with their customers.

+1. I don't have a dog in this fight, but I have had excellent dealing with GG in the past - prompt response, and they even inspected the light when I told them it is to circle the globe and reach me here in India via a India-bound buddy. Contact GG, and work out a solution - I am sure they won't let you down.

Also, were you in touch with GG over the last 6 months? I typically remind the dealer periodically if something is RMA'ed.

[ergotelis]

Also, were you in touch with GG over the last 6 months? I typically remind the dealer periodically if something is RMA'ed.

Yes, we have exchanged more than 10 emails! So i will send another one!

[ergotelis]

Goinggear helped to give an end to this thread, he sent me another flashlight and i am waiting for it arrive. So the title of Jeers is probably not fair for Goinggear.

[Beamhead]

Glad to hear it.

[Cuso]

So did they figured out what happened? Did the light got lost in the mail? Does any of the parties have proof of shipping or receipt? Cuse if the light got lost in the mail then Eagletac cannot be held resposible either and this Jeer should be closed has unfounded. Just saying...

[ergotelis]

So did they figured out what happened? Did the light got lost in the mail? Does any of the parties have proof of shipping or receipt? Cuse if the light got lost in the mail then Eagletac cannot be held resposible either and this Jeer should be closed has unfounded. Just saying...

I think that by the time it took 7 months to take the flashlight back to home(it is still not here) someone has to take the blame and the jeer. I was officially told that there was a misunderstanding between Eagletac and Goinggear. i understand, it can happen and there is room to blame Goinggear too,but at least they showed really interest in helping me to find out a solution. Other than that, I didn't learn anything more other than the fact that Goinggear shipped a flashlight to me back.

[Cuso]

I think that by the time it took 7 months to take the flashlight back to home(it is still not here) someone has to take the blame and the jeer. I was officially told that there was a misunderstanding between Eagletac and Goinggear. i understand, it can happen and there is room to blame Goinggear too,but at least they showed really interest in helping me to find out a solution. Other than that, I didn't learn anything more other than the fact that Goinggear shipped a flashlight to me back.

Then GG took the blame and replaced your flashlight ( Something they should have done a long time ago in my opinion), how can Eagletac make it up to you and resolve this jeer now? Do they need to send you a flashlight too?

[Chauncey Gardiner]

If what we're being told is accurate, Going Gear should have replaced ergotelis' light back in October. Seven months is a ridiculous amount of time to keep their customer waiting. I think, service of this nature is most-deserving of a Jeer, and the title should be changed to Jeers to Going Gear For The Seven Month Wait.

~ Chance

[Chauncey Gardiner]

No double-tap on my end,......... But since I have another entry, It would be nice to hear from Going Gear.

~ Chance

[GoingGear.com]

Sorry guys, I just saw this. I did not realize that the light was still not repaired, or I would have taken care of this a long time ago. I had another M3C4 sent to the customer since the original was not repaired. If I had known about this thread, I would have responded to it earlier.

We were waiting on repair parts from Eagletac and, to the best of my knowledge, did not receive them. I will take 100% of the blame though. Maybe we did not provide good enough information.

I am not trying to justify the wait or anything, because we should have taken care of it a long time ago, but please understand that we are just the middlemen in the process. We have no control over when or even whether or not the lights are repaired. This applies to all China based manufacturers, not just Eagletac. I am definitely not trying to single them out. In cases like this, we usually foot the bill and just replace the light. I don't know of any other industry where the retailer is held accountable for the manufacturer's warranty, except when the retailer has the customer buy an additional warranty or where the manufacturer compensates the retailer.

As soon as a warranty claim is initiated, we usually are losing money on the light at that point. We pay for insured Express Mail shipping back to the manufacturer, not to mention shipping back to the customer, labor, etc.

Again, I am not trying to justify the wait, but instead trying to show things from our side. I know, of course, that selling these lights is our choice and we know about the warranty process up front. I keep on trying to remove us from it.

[ergotelis]

Then GG took the blame and replaced your flashlight ( Something they should have done a long time ago in my opinion), how can Eagletac make it up to you and resolve this jeer now? Do they need to send you a flashlight too?

I don't like ironic posts....

If what we're being told is accurate, Going Gear should have replaced ergotelis' light back in October. Seven months is a ridiculous amount of time to keep their customer waiting. I think, service of this nature is most-deserving of a Jeer, and the title should be changed to Jeers to Going Gear For The Seven Month Wait.

~ Chance

You are right, but i revised my jeers to them because they took their responsibility and finally replaced the light,i think that they didn't do the long time wait on purpose. I understand that misunderstandings might happen, even from me, but what matters in the end is who is willing to give a final solution to the problem and goinggear was willing to. I understand also the fact that they might had lost control over this matter, it can happen, maybe i had to demand earlier on replacing my flashlight due to the long RMA time, i am pretty sure they would accept it.
As i said before, I was communicating with Eagletac too, and they had no idea about this matter , i can't believe that they didn't know anything. Of course, if they can finally provide to me a good excuse of what happened, i am willing to remove the jeer for them too, i don't want to be bad with anyone, i just want from everyone to take his responsibility when they have to.
If they systematically do these bad practices of service, then, they know that their business is going from bad to worse. We, the customers, are loosing some time, but their irresponsibility might cost them their jobs.Finally,what i want to say is, the problem is not that big for me, as it might be for them.

[GoingGear.com]

After doing some more research into this, I'd like to offer some more clarification. What we were waiting on were the parts to repair the light, which we did not receive, to the best of my knowledge. My guys gave the information to the customer with the assumption that the light had been sent back, which is what we do in every other RMA case where we cannot repair the light with what we have at the store.

Again, I am still taking the blame. Maybe we did not provide the correct information or something was lost in translation. Maybe the parts were sent and they disappeared. Who knows. There is random stuff in just about every shipment we receive and if it is not marked in any way, we often have no idea what it is for. We do our best to document and track everything involved with orders, RMAs, and everything else, but sometimes we make mistakes. Hopefully everything is resolved to everyone's satisfaction once he receives his replacement light.

[Beamhead]

I doubt they expected it to take 6+ months, but that is just my opinion.

Also if I am reading you correctly you posted this jeer without contacting GG prior to posting it, if so this jeer is in violation of the rules.
I still think it will work out if you contact GG.

I still stand by this, once GG was contacted they sent out a replacement, then they discovered this thread and took full responsibilitybilty which I don't believe they should have to, regardless IMHO the only reason for this thread to continue would be to see if someone from Eagletac will step up with an explanation and perhaps a promise to better communicate with and support/supply their dealers.

[Cuso]

I don't like ironic posts....

.

Yes it is ironic for a reason, I apologize if it bothered you.

No need for me to comment here anymore, OP has his light coming back. Please do update when it arrives, so some of us can give closure to this. I suggest you do the same. Bravo to GG for stepping up to the plate and doing the right thing after more than 10 emails ,6 months and a Jeer.

Back to lurker mode...

[GoingGear.com]

Yes it is ironic for a reason, I apologize if it bothered you.

No need for me to comment here anymore, OP has his light coming back. Please do update when it arrives, so some of us can give closure to this. I suggest you do the same. Bravo to GG for stepping up to the plate and doing the right thing after more than 10 emails ,6 months and a Jeer.

Back to lurker mode...

It was actually 4.5 months from when we received it and we didn't know about the Jeer. We sent out his light two weeks ago. I just happened to be scrolling down last night and saw the thread. Not that that makes it any better, but we might as well have the facts correct.