Fenix Products: Great until it isn’t.

So I’m two years in with two headlamps and a flashlight that is sometimes used as my rifle light. Up until a month ago, this was the company for me. I use a headlamp daily and the functionality and performance of their devices is fantastic. The quick detach headlamps with red light function and USB-C port are perfect for my daily.

However I managed to snag my HM50R and snap the clip, bummer. Head band still has great retention, battery still holds a full charge well, and the light still functions great. Purchased on Amazon, still within my year of purchase though, so inquired about a warranty with one of their online stores. I was then redirected to their North American wholesale website for warranty inquiries, no big deal and expected as I did not buy from them. I inquired with wholesale and was denied warranty, still not a deal breaker. To say I’ve over used the device in 11 months of ownership is an understatement. This thing has been through a lot of abuse and charge cycles. They offered to sell a replacement clip for $7. Perfectly fine, love the headlamp, will happily pay for a few clips so I have a spare.

This is where it goes bad. I followed their directions and responded ready to purchase the replacement clips. No response.

After a day, I responded again. Figuring that a $7 clip may not be worth the hassle so I asked to order the clips along with some new products I had been eyeing to sweeten the deal. No response.

After roughly a week, I followed up with another email thinking maybe my order request got lost in the mix somewhere, no big deal. No response.

After another week, I followed up again. This time thinking maybe the extras complicated the order so I would offer to pay whatever to get clips or at least a clip. No response.

During all of this I emailed the online store again letting them know I was getting ghosted by wholesale and would like to just purchase a clip from them. Guess what? No response.

This past week I reluctantly submitted another warranty claim hoping to at least get the conversation going again. Guess what? No response.

I’ve waited over a month to post this grievance as prior to this I was so sold on the brand and really didn’t want to run them down. Who knows, maybe they have a great team but they just need more team members to hand the volume? Greedy management ignoring requests for more staff from current team members? Hard to say.

This company makes some great stuff but if you find yourself needing customer support there’s a chance you’ll be left out to dry like me and throwing it in bin.