Dear Darrin,
I have received emails from customers in the past that did not accurately present the facts - but I will say that your posts here are about the most inaccurate and paint a picture that shows a very different set of circumstances from what really occurred.
What actually happened is that you got ( in one email you say traded and in another you say purchased for $229 and in another email to us you say you paid $240 ) two lights from a dealer in the fall of last year. You purchased or traded for a 2013 model that had been significantly upgraded - in 2014. So you would have a warranty that went until September of 2015.
You contacted us via the CONTACT US submittal form on our site instead of the service submittal form - so the very same day I emailed you this:
On Mar 6, 2015, at 5:29 PM, <[email protected]> <[email protected]> wrote:
Hi Darrin,
If you will take a second and fill out a Service Request Form on our site – this will get you in the system and we will have all the data in one spot.
Here is the link:
http://reefradiance.com/service-request-form.html
Since you bought it from a dealer we will need a copy of the invoice.
Thanks.
Rick
You then started to work with Charles - who emailed you within 24 hours of every single email. In addition Charles asked you - again - to provide an invoice as we cannot work on products unless we know that they are ours and have a proof of purchase. This is standard operating procedure for all companies and clearly posted on our website.
Charles did indeed say that we knew that - on a few of these older models - the blues could run into this issue. I have specifically directed the service department to be very transparent about any issues we know of with our products or any of the other manufacturers we sell. I really dislike when a customer service person automatically denies any issue with a product that you call them about.
His exact words were " it is a known issue in a small percentage of those lights that typically does not occur within the first year of use."
You had been asked twice at this point to send us an proof of purchase - once by me and once by Charles.
Since you had not provided it then ( and still have not ) and were demanding that the lights get fixed very quickly he offered you the option to get them fixed for a flat service rate of $59. This was only if they were our lights - so we still needed proof of purchase - which we asked you to provide on two occasions - but never received.
Remember - at this point we have no idea if these are our lights or not - and Charles was spending a lot of time trying to help you in any way he could.
But you would not - or could not provide proof or purchase so we were not able to do much.
On the 9th you asked if you could buy another light - Charles suggest the DM-132e which we had in stock.
On the 11th you said you wanted to wait to get the same brand light ( they were all the same brand - Reef Radiance ) and said you wanted to wait for our next shipment to come in.
On the 14th - you said you could not wait and bought something else. You said you wanted to ship the defective lights back.
We have asked for proof of purchase repeatedly and simply cannot help you without this - so there is really nothing more to say.
We have spent a lot of time working with you - to help you out - with no verification that you even have our product - and have responded within 24 hours of every email you sent us - with the exception of the last one as we cannot do anything without the appropriate paperwork and after asking for it twice - there was no reason to keep repeating ourselves.
Darrin,
What is sad to me is that you took a situation where a company jumped through hoops to help you - even though you may not have our lights at all and refused to cooperate by getting us a simple document to process a simple service claim. Then you posted a very inaccurate narrative that painted you as a victim of bad service and a company that sells bad products - nothing could be further from the truth.
And since our reputation matters to us very much - we are forced to respond and frankly could have spent the time doing productive things like designing new lights or perhaps working on somone's else's light that had taken the few moments necessary to process the necessary paperwork - just like everyone else does.
Rick
