- Jul 16, 2013
Bought a Pocket 520nm 150mw and a Challenger II 60mw 488nm with batteries and a charger from Sanwu. Both worked great for two weeks, but the Challenger developed an issue in week 2. The eam was dim with freshly charged batteries. I emailed Sanwu and got in touch with Francis, who suggested some things to try to troubleshoot my problem. (He suggested using a penny to turn on the laser, buying a new battery from orbtronic, etc.) With no luck trying any of the suggestions, Francis agreed that it was time to send the laser back. This is the first good thing that was done; troubleshooting before returning the product. If this were Apple and I was having a problem with my phone, Apple would surely just have me trade the phone in for a replacement. Not Sanwu. Francis stuck with me and tried to help me out in any way possible before resorting to returning the laser. Anyways, we agree that it's beyond me to fix the laser (I'd much rather not void the warranty trying to take it apart myself, it's been years since I took apart a laser and I only have experience with cheap DPSS green lasers.) Francis sends me detailed instructions on how to ship just the module back to Sanwu HQ, including typing out the shipping information in English and then Chinese for the shipping label. I cannot stress enough how thankful I am for this, since I would be completely lost without the extra help. It took USPS quite a while to finally ship the module to Sanwu, but it did eventually get there and it wasn't just fixed, it was fixed and pushed from 60mw to 150mw! Talk about going above and beyond! And it gets better; since I live in the US and used USPS as the shipping service, I couldn't print a return label to ship the module back into the states. Instead, I ordered a simple accessory from Sanwu and asked if the module could be put into the same package and shipped at the same time to avoid making Sanwu eat the cost of shipping the module back into the US. And it was! I cannot overstate how well this company treats its customers. I cannot criticize any part of this ordeal, Sanwu is truly professional and stands by their word, and I could not be happier with the level of communication and willingness to help.