ComplaintsforMag Instrument, Inc.

• Initial Complaint

  10/18/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  A new maglite flashlight was purchased directly from the Mag Instruments website on 9.6.22 Upon receipt on 9.13.22, Mag Instruments was informed that the item received was not in new as purchased condition, was broken and non functional. This communication was sent via their own web portal. Mag Instruments proceeded to drag out any return/replacement by giving instruction to contact various departments, resend photos of the received item multiple times and providing a call back number that didn't get answered. On 9.28.22 Mag Instruments finally agreed to accept a return of the item for refund in full. The item was returned as instructed, parcel tracking shows delivery on 10.4.22 Maglite issued a partial refund on 10.17.22 with a currently owed balance remaining of $11.64

  Business response

  11/02/2022

  I am sending you an email regarding the Complaint identified above. We believe that the Complaint has been resolved because the desired settlement, a refund of the shipping, has been completed.

  Business response

  11/02/2022

  I am sending you an email regarding the Complaint identified above. We believe that the Complaint has been resolved because the desired settlement, a refund of the shipping, has been completed.

• Initial Complaint

  10/26/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a wall mount Maglite hol**r from Amazon with a lifetime guarantee. The hol**r fell apart in just 2 years. I called Maglite to obtain another one. Maglite asked me to send in the broken parts for analysis without a prepaid shipping label. The cost to ship with tracking plus gasoline would have been the same as the $8. I articulated this to Maglite, but they elected to take a hard line approach. Instead of using their latitu** to provi** great customer service and just send a new hol**r, they refused to be reasonable even I explained all of this to them.

  Business response

  11/05/2021

   

  Dear Ms. ** ** *****:

  This letter is in response to the 10/26/21 complaint filed by **** ** *****. 

  Mr. ***** claims that his MAGLITE holder purchased on Amazon ‘fell apart in just 2 years’ and that the holder purchased has a ‘lifetime warranty’.  Mr. ** ***** has requested Mag Instrument to send him another holder.  – Our records indicate that Mr. ** ***** contacted our warranty service center the morning of 10/26/21.  He spoke to one of the Customer Service Representative and explained that he had a ‘defective C belt holder’ and requested one be sent to him under the lifetime warranty – please note that the MAGLITE C mounting bracket(s) do not come with a lifetime warranty.  Normal wear and tear in not covered.  Although not under warranty, Mag Instrument still offered to evaluate the product, when asked if Mr. ** ***** can send the product into Mag he refused, when asked if Mr. ** ***** can send picture of the product to Mag Mr. ** ***** agreed but photo was never sent. 

  No further contact was received.

  Sincerely,

  ****** ******

  Paralegal

  Customer response

  11/05/2021

   I am rejecting this response because:
  
  The item is publicly listed as having a lifetime warranty and I can provide proof of that.  Further, I was told that since both brackets broke, even if I sent a picture in that I would have to send the unit in for repair. As Maglite is well aware but continues to de-emphasize, the cost to ship the item with a tracking number for inspection combined with the gas money to drive to the USPS costs about the same as the unit itself. Most companies choose to be pragmatic about situations like these, at most asking for a receipt and a picture to resolve a matter (not to be confused with considering an issue) but for reasons unknown, Maglite prefers to lose a customer for life. My family will only be using Streamlight products moving forward. I will continue to articulate my negative experience with Maglite concerning this matter to anyone who will listen.

  
  

  There is no need for for further conversation.

  
  

  Please close the complaint as "Answered - the business addressed the issues within the complaint, but the consumer remains dissatisfied". 

  
  

  Please note that even though I have requested closure with the above verbiage, the issue has not been addressed and my dissatisfaction is reasonably warranted.

  
  

  Thank you.

• Initial Complaint

  10/20/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought this Maglite AA LED Pro flashlight from Lowes about a year ago. It was about $30 Canadian. the light starting to turn blue colour a month ago. And then, the bulb exploded and casued the reflector also unsable. I was told by Lowes to contact Maglite directly. I called and email Maglite. they said they were going to send me a " free replacament" of the bulb, by I have to pay the shipping cost which was $15 US dollars, which is equivalent to about $20 Canadian. This is not shipping cost - this asking me to buy a replacement bulb and also to pay for shipping. Postal for a little bulb would not cost more than $2.00 .

  Business response

  11/05/2021

  ******* ** ** *****, Resolution Specialist

  Better Business Bureau of Cent. Cal. & Inland Empire

   

  Re: BBB Complaint # ******** / **** ***

  Dear Ms. De La Torre:

  This letter is in response to the 10/21/21 complaint filed by **** ***. 

  Mag Instrument believes this matter is now closed.  On 10/26/21 Mr. **** contacted Mag Instrument and requested a Mini Maglite 2AA Pro Switch and paid $15 for shipping and handling fee.  On this basis of contact we believe this issue has been resolved. 

  Sincerely,

  ****** ******

  Paralegal

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩