New hydra 32hd broken in box?

[RJH829]

Just bought a hydra 32hd today from the lfs and I bring it home and it will not power in it just blinks red and teal. It says in the box that red and teal means contact support. They have ignored Me and the lfs will not tak this like back. This is an emergency because I currently have no working light for me reef! Current light is broken!! Anyone have this issue or can help?

 

[Water Dog]

Have you submitted a support ticket to AI?

 

[andrewkw]

At the very least I'd go back to the store and get them to lend you something until it's fixed.

 

[RJH829]

It was the hidden reef in PA and they wanted no parts of helping me even though I'm a frequent customer. Ai just got back to me and wants me to take the mother board out and re install it to see if that helps

 

[MERKEY]

If this is a reputable LFS they should help you out.

If they dont unfortunately you will need to buy a short term replacement while AI sends you a replacement.

I am sorry this sucks


Ok just read your last post.


Well that all sucks. And I wouldnt take out a motherboard even if support told me to. That just seems like it leads to too much headache if I were to mess something up.

 

[Scurvy]

Understanding that this sometimes can happen with any brand new product I feel like your LFS sorta hung you out to dry on this one. Its not like you came back a week or two later with a bum light. If this never worked at all then they should have flipped you a new one and worked with AI rather than you getting stuck with it.

Hope you get it sorted out without too much trouble.

 

[rkpetersen]

What a horrible LFS.
Back when I bought my first set of 3 hydras, I found one of them had a dent in the metal and one of the channels didn't work, right out of the box.
My LFS swapped it out for a new one immediately, no questions asked.

 

[pdxmonkeyboy]

Welcome to the wonderful world of AI customer service.. Hate to be a hater, but they are the worst. I had problems with my AI and they told me it was water damage. Water damage??? I didnt even have it mounted over a tank yet!!

 

[RJH829]

Yeah no help from them, AI did help me get the hydra 32hd up and running though. They had me remove the bottom of the light houseing and press the driver down after that put the 4 screws back in and it worked

 

[Scurvy]

Glad you got it sorted but still bums me your LFS didn’t man up. If theyre not going to back what they sell then whats the point of trying to support them? They face an uphill battle as it is.
Sadly, The days of the customer always being right are long gone. This is across all industries nowadays.

 

[pdxmonkeyboy]

I would put a brick into the hydra 32 box and hurl it through their front window at about 4am. But then again, I savy myself somehwat of a justice warrior.

 

[RJH829]

I would put a brick into the hydra 32 box and hurl it through their front window at about 4am. But then again, I savy myself somehwat of a justice warrior.

Oh trust me I was talked output of it