Carol H.
Out Of Warranty Repairs
My laser cap stopped working and I believe a simple loose wire to be the reason. It is outside of the two year warranty and I have been told that my only option is to send it tracked delivery to Florida and that the cost of repair is $200 plus an additional $65 for return postage. I have pointed out that nowhere on their website does it mention this nor is it evident in the manual. They have acknowledged this and accepted that this cost is a significant amount. They thank me for my valuable feed back and say they will review their website, neither of which is any help to me. Initially when I emailed for details of the repair process- I was given the US email address by the UK office- I was ignored. I then went back to the UK office who agreed to chase it for me. I then received several emails thanking me for registering my warranty and then received a further email from the international Sales Director saying it was a pleasure speaking with me although he wished it was under better circumstances but I hadn’t had a phone call with him or anyone in his office! I do not wish to pay an extortionate amount of money and send the cap at my expense 4500 miles to be repaired and had I known that was their policy I would not have bought the cap. If they are proud of their product and service they should be open and honest about out of warranty repairs to UK customers but sadly they are not.
Response from HairmaxDec 11, 2025
Dear Carol, Thank you for taking the time to share your feedback. We are truly sorry to hear about your experience and understand how frustrating this situation has been for you. Your satisfaction is extremely important to us, and we genuinely appreciate the opportunity to address your concerns. At Hairmax, we strive to provide the highest quality in the manufacturing of our laser devices. All Hairmax laser devices include a 1-year factory warranty, during which repairs or replacements are provided free of charge. For devices outside the warranty period, repairs can still be arranged through our out-warranty department, and associated service and shipping costs may apply. We understand that these costs can be significant, and your feedback regarding transparency is greatly appreciated. To obtain warranty or repair service, devices must be shipped—freight paid—to our warranty facility in protective packaging, along with the customer’s name and address. We always encourage customers to contact us first with their device, power cord, and cradle available so our team can troubleshoot and determine whether a repair is necessary. Our representatives are available Monday through Friday, 9am to 5pm EST, at 561-417-0200, and we are committed to assisting customers worldwide to the best of our ability. We sincerely apologize for any miscommunication you experienced between offices and for any emails sent in error—this is not the level of service we aim to provide. Your comments are being shared with our teams so we can continue improving our processes and ensure clearer communication for all customers, including those in the UK. We would like to review your individual case further to see if there is anything more we can do to assist you. Please contact us directly at 561-417-0200 or 1-800-973-4769 and we will be more than happy to help. Thank you again for your valuable feedback—we truly appreciate it.