Maxspect -great- costumer service

[Oliver94]

Hey!
I hope you all had great holidays!
I just want to share my story with Maxspect.
2 years ago I purchased a razor 160w that has the melting issue well known on some of these units,caused by the overheating inductor.
According to the LFS keeping the unit <100% would make the unit to work normally with no problem at all..I didn't pay any attention since then,the unit was working fine.

Unfortunately a month ago,the leds started blinking until the % of both set is more than 50%.. Few days later I lost all the blue Channel..

I sent an e-mail to maxspect telling them about my problem,they were very helpful! and replied within minutes. They identified the problem for me and told me that all this problem is caused by the Plastic Board Circuit that needs to be changed.(the overheating inductor is causing damage to all the PCB) And the lost of channel B might be caused by one of the pad being burnt. The helpful person I was in contact with(Howard) gave me all the procedure clearly to identify which led pad was burnt and how to have a temporary fix.
After few e-mails,they already sent me via aramex Priority Parcel Express,a new PCB,fans,plastic parts and 3 led pads of their new model!
this is a citation of the mail :

we've sent you extra spare parts.

Including the controller PCB and plastic parts, fans, and most important of all, I've sent you 3 pieces of our latest 15000K LED pad so you can upgrade your fixture to 15000K color.

the parcel should arrive between tomorrow and after tomorrow will let you know.

But I think they deserve to be talked about their great costumer service! Noting that my set is no more under warranty since a year ago.

Thanks Maxspect!

 

[Oliver94]

Today I received the package,couldn't be more satisfied!
They sent me every single part of the unit!! perfectly packed! and every single part was sent x2,not to mention 3 led pads of their new model!
Thank again maxspect!

 

[Shallow Planet]

+1 on this. I had 2 issues with my Gyre 150 and they shipped me new parts within 2 days. Very pleased.

 

[nitro]

That's a company that gets it.....Awesome to see.
Nitro

 

[Markt]

Evening amigos!
After googling a bit I found this threat..
I am a fan of maxspect i have the gyre it is an amazing new tool in the hobby!
I am currently having the same problem with my razor, i contacted oliver94 to know how he contacted maxspect costumer service team,i hope they will be able to help me! I found lots of positive reviews about maxspect costumer service,i hope it won't take long cause I only have one fixture and my sps cannot keep up with only the white channel for long!!
My blue channel B is not working anymore,and my PCB seem to heat too much to the point the plastic cover has melted.. Which may be the cause that too much heat = worst enemy for LED
Will keep you updated for sure..

 

[Oliver94]

hey Mark,
I am sorry for your led.. But I am sure Howard will help you solve the issue and will keep you only satisfied and you won't never regret getting a razor! They do have amazing costumer service..
Hopefully he will solve it quickly for your corals not to suffer much.
Keep us posted

 

[Markt]

Some answers regarding my unit and my contact with maxspect,not fully satisfied but i believe this is not bad:
They will send me PCB the one that is overheating,a manufacturer flaw in their units,and plastic covers to replace the melted ones.

But they won't replace my burnt LEDS pads cause they think it is not under warranty anymore,i mentionned that the unit was overheating MELTING! because of the PCB and this surely contributed to the short life of my leds (< 2years) but this is what I got as a reply:

If your fixture has not been ventilated properly (for example, if it's put in a hood designed for Metal Halide / T5HO without fan to ventilate hot air), after a long period of time it's possible to damage the LED and PCB because they are all very delicate semi-conductor technology.
LED is advertised to have a very long lifespan, but most people didn't read the full story. LED have a long lifespan ONLY when they're in a optimal working environment, i.e. dry and cool (below 50C). All lifespan test report of Cree LED chips are conducted in a dry lab environment where temperature is below 50C.
In our aquarium, however, it's the reverse. It's often very humid with salt water spray, the LED is not ventilated properly so temperature is constantly above 50C (easily 60-70C) for a very long time.
That's why LED used in aquarium usually has a much shorter lifespan than if you use LED as household lighting. I think fixture that has been already in use for 3+ years should have their LED pad replaced.
Thanks.

Told them that my unit is not yet 3years old! and that my blue channel burnt too early,but seems they are not planning into covering the led pad,anyway with the PCB fixed,I am one step forward but my unit still not working! because my main problem is the burnt led because of the overheating unit..I need to buy new led pads and each one costs 60$ without shipping,and unavailable shipping to my country,I am still negotiating with maxspect concerning the led pads,will keep you updated
Cheers

 

[jsker]

Had a good response with ordering and replacing my gyre 130 rotor blades.