I have had to warranty 2 different lights from this company. Both times the results were less than satisfactory. The first time a Pokelite arrived from Amazon but the low mode did not work. It was so low you could only see a faint glow from the led in total darkness if you held the light a few inches from your eyes. While Acebeam did send a new light through Amazon they did send the wrong color which was not the high CRI version I had purchased in the first place. The replacement was purely a flood beam and almost useless to me. I was willing to put this down as a miscommunication. My original light was the forest green (high CRI)model and they sent the regular green model. It now resides on my dog's leash where it is only useful for picking up dog crap. Kind of fitting since I have had my second experience with Acebeam.
The second light a t35 stopped charging properly after 6 months. I emailed Acebeam and they did return my emails asking me to run all sorts of tests. After about a week they asked if I would be willing to replace the circuitry myself. This was beyond my skill level and I feel they should do the work as its still under warranty. The instructions they provided were not correct. They referenced screws that were non existent. There was no mention of how to remove critical parts like the switch which looks like it required a special socket. In all reality it read like some generic instructions they pulled off ChatGPT. Acebeam then stopped answering my emails. The WhatsApp phone number was never answered. I tried several times to contact them through the online chat option. They did reply after a 3 to 4 hour wait ( after I had gone to bed) After another week of trying to get through I was able to get some real time communication but only after I sent them this message through the chat.
QuoteIf your not going to warranty the item please just let me know. I have been a loyal Acebeam customer for years but I must say this sudden lack of communication has cause me to loose faith in your products
After almost 3 hours of chat,they did agree to replace the light but wanted $15 for cover shipping. I paid it (against my better judgment) thinking it should be covered by Paypal buyer protection if something goes wrong. Who ever I was talking too did say they would send me a tracking number once the package was sent. I still have not received a tracking number and it has been a week. They did acknowledge the payment had been sent, they thanked me and then followed up with a bunch of emoticons like a a 15 year old girl.
Quote"OK, thank you so much~
We will send you tracking number information once we shipped out the new T35
🥰
🥰😍
you are welcome
Thanks for your patience
Have a nice day
haha
so happy
👻
Happy Halloween ! friend "
I should also add that Acebeam customer service sent me several messages that were retracted before I was able to read them, this shows me they were not competent in the messages they were sending.
Yesterday I tried contacting Acebeam for an update through the online chat but got no answer. I not only fear the replacement light will never be sent but I now think they actively scammed me for another $15.
Also if you google their address you can only find the general area on both Google Maps and Bing Maps. Too me this is a huge red flag. It also means you can not leave a google review if there is no physical location. :smiley_chinrub: I see there are now several negative reviews on Reddit and Trustpilot about there recent lack of service.
It is a shame because I liked several of their lights. I purchased many of their smaller lights to give away as gifts. The t35 model was perfect for what I wanted. If they did a Tac AA 2.0 with the same user interface as the T35 that would be my perfect edc light. Now I can not recommend them to anyone and my advice is to stay as far away from Acebeam as possible. I would post the chat log but it is far too long.
Hopefully this post will save others from the same crap I have to go through.