SB Reef Lights 32" Owners/Users

[Lunar Mike]

I don't use/have Facebook otherwise I would ask questions and complain there. Just bummed out at the whole situation. Luckily I had the ability(some can't) to pay upfront for a new light. Haven't even made the repair on my second light purchased Still waiting to hear back but I'm sure all this will be ignored, I'll probably just get a return lable emailed.

 

[P-Dub]

Not sure how much worse this single(wait double since I have gotten a refund yet) transaction can get for me. Now my wife is pi$$ed, that means we now have a problem.

Now, that IS a real problem...

 

[vetteguy53081]

There's two methods to a refund- voluntarily or by force(PayPal, bank dispute). I would start claim with these sources. If you're refunded, you can always cancel claim. If not, you have the ball rolling to a refund

 

[Lunar Mike]

I'll give him until the end of the day to call back. Then I'm going to call PayPal and see what they say.

If I were in his shoes, I'd send me the best light we sold. I'm just dreaming though, he can't even print the return label correctly or return one single call. Whom I kidding?

I'm torn between asking for a complete refund on both lights or keeping the timer version and making the repair myself and chalking it up as an experience I'll never forget.

A kick butt(better) light replacement like the WIFI or better would be awesome..... and more than cover my(wife's now also) frustrations

 

[Lunar Mike]

Sure looks nice though. Had to place the Acans towards the edges/corners but they're coming around. Pictures don't give it justice.

Let me know what you would do. Thanks

 

[SB Reef Lights]

@Lunar Mike

Great talking to you on the phone the other day. I thought we had everything covered when we were done. I make the labels by hand, so totally my fault not checking before printing, I was making the label while still talking on the phone with you, should have paid more attention. I have already emailed you a new label as well as refunding for the second light instead of waiting for it. So you got the free upgrade from 2x 16" lights to one 32" light, prior to having any issues, and now upgraded to the 32" Pro Timer for free. Least I can do after the communication issues. I will check into why I did not get a message you had called, I was in the shop today and would have been glad to talk with you again. In the future, phone is great, however if that does not work you can also email, use the website contact link, or Facebook page.

I emailed you my cell number so you can call directly with any other issues.

 

[SB Reef Lights]

Oh and I will get the missing screw out Monday morning, along with a goody bag of SB stuff for you!

 

[Lunar Mike]

When I originally made my purchase for 2 16s, could have swore I emailed you to ask if it was too late to change my order and you said it was fine/no problem. I hope it wasn't an inconvenience for you to change an order that hadn't ship from over seas for a few days anyways. I decided to upgrade the first 32" basic because it was bad and you had to have a replacement mailed out anyways which you said wasn't an issue either. I was trying to please myself with the disappointment I was having. Thanks I guess if you were doing me the favor.

When we spoke the other day, I called you to get the return lable and part sent out. After 2 lights with issues after I got the Timer version delivered. I then had thought there was another problem(there wasn't) with some LEDs and called back not long after. I left a message and you never called back.

It happens, I get it but this whole deal painted a bad picture. I'm really not looking forward to having to call back or complain if/when the light fails, sure hope it lasts a few years.

I guess I'm fine with the greater refund and a care package/stuff. Wish you could have replied or called back days ago. Don't mean to hurt your business with my comments, it's only my experience and could have been Murphy's Law at work. Hope we're good.

 

[SB Reef Lights]

When I originally made my purchase for 2 16s, could have swore I emailed you to ask if it was too late to change my order and you said it was fine/no problem. I hope it wasn't an inconvenience for you to change an order that hadn't ship from over seas for a few days anyways. I decided to upgrade the first 32" basic because it was bad and you had to have a replacement mailed out anyways which you said wasn't an issue either. I was trying to please myself with the disappointment I was having. Thanks I guess if you were doing me the favor.

When we spoke the other day, I called you to get the return lable and part sent out. After 2 lights with issues after I got the Timer version delivered. I then had thought there was another problem(there wasn't) with some LEDs and called back not long after. I left a message and you never called back.

It happens, I get it but this whole deal painted a bad picture. I'm really not looking forward to having to call back or complain if/when the light fails, sure hope it lasts a few years.

I guess I'm fine with the greater refund and a care package/stuff. Wish you could have replied or called back days ago. Don't mean to hurt your business with my comments, it's only my experience and could have been Murphy's Law at work. Hope we're good.

Mike,

No worries, I'm just glad we can get things fixed. Changing your initial order was not an inconvenience at all, I was simply pointing out that we typically go above and beyond for customers without even being asked.

No need to apologize about your comments hurting our business, we take our lumps. They were deserved. When you sell over 1000 lights a month, you're going to make a mistake now and then. We don't make many but when we do, we really seemed to drop the ball, almost like the Keystone cops at times. But we always step up and make things right. I'm glad you gave us the opportunity to do just that.

Mike

 

[P-Dub]

Well, there you go, looks like a resolution. Let us know how this all panned out.

 

[vetteguy53081]

Mike,

No worries, I'm just glad we can get things fixed. Changing your initial order was not an inconvenience at all, I was simply pointing out that we typically go above and beyond for customers without even being asked.

No need to apologize about your comments hurting our business, we take our lumps. They were deserved. When you sell over 1000 lights a month, you're going to make a mistake now and then. We don't make many but when we do, we really seemed to drop the ball, almost like the Keystone cops at times. But we always step up and make things right. I'm glad you gave us the opportunity to do just that.

Mike

That's a high volume Monthly but I would guess from the effects my wifi extremes do, why the volume as noted in comments. Glad this got panned out. Unfortunately, we never resolved our issue as communication also got cut off but I sorta let it go.

 

[SB Reef Lights]

That's a high volume Monthly but I would guess from the effects my wifi extremes do, why the volume as noted in comments. Glad this got panned out. Unfortunately, we never resolved our issue as communication also got cut off but I sorta let it go.

Give me a call on my cell tomorrow, I'll be off all day. I'll get you squared away.

PMd the number to you.

 

[Lunar Mike]

Wanted to say thanks to everyone for chatting with me. It helped out a lot. Would have been way worse without any feedback.

 

[PerplexyHexy]

I still havent heard back from them... I called everyday for a week. Finally got ahold of someone and told him my issue with the steel mounting legs. Asked If I could get replacement aluminum legs I was hearing about or even stainless. He said He would leave a message for Mike and call me back about resolving the issue. The guy I talked to also swore up and down that the light mounts were aluminum... uhhh no! Also wrote Mike a message on here about it... never heard back... Just gave up... Had to modify my own so they wont rust all over my tank... Like others, I just gave up! Good light though! Just shouldnt include a legit mount if its garbage. I would have looked at others because the mount was a must in my situation. Glad you got it figured out though.

 

[SB Reef Lights]

I do apologize for the lack of communication.
Calling the store gets crazy at times. My employees can't always answer light questions, as they work in the retail store "SB reefs", and not "SB reef lights". we ask for people to email us as well. Our legs are made of aluminum and for the last year and a half the brackets are as well. If you have the older brackets just email me a pic of the bad brackets and your purchase info, and I can get a set sent out. They are covered under the 2 year warranty.
Thanks,
Collette Herman

 

[PerplexyHexy]

I do apologize for the lack of communication.
Calling the store gets crazy at times. My employees can't always answer light questions, as they work in the retail store "SB reefs", and not "SB reef lights". we ask for people to email us as well. Our legs are made of aluminum and for the last year and a half the brackets are as well. If you have the older brackets just email me a pic of the bad brackets and your purchase info, and I can get a set sent out. They are covered under the 2 year warranty.
Thanks,
Collette Herman

Im not trying to be mean, but isnt answering questions for customers part of your guys’ job? As the consumer, Isnt it my job to be asking you the questions and you giving me the answers because its your product? I shouldnt have to call and send messages for over a week, then give up, then find someone elses’ thread about your lights and post my experience with you guys then hear from you less than 12 hrs later. What was wrong with my issue when I had it? Like I said, the issue is fixed now. These brackets are not aluminum. You did not drill and tap 6-32 screws in aluminum and also its pretty hard to bend 1/16” at a 90 twice on an aluminum bracket without the material splitting. Like I said again. I fixed it myself just wished you would have reached out when I asked. And your first few statements kinda ticked me off!

 

[SB Reef Lights]

Im not trying to be mean, but isnt answering questions for customers part of your guys’ job? As the consumer, Isnt it my job to be asking you the questions and you giving me the answers because its your product? I shouldnt have to call and send messages for over a week, then give up, then find someone elses’ thread about your lights and post my experience with you guys then hear from you less than 12 hrs later. What was wrong with my issue when I had it? Like I said, the issue is fixed now. These brackets are not aluminum. You did not drill and tap 6-32 screws in aluminum and also its pretty hard to bend 1/16” at a 90 twice on an aluminum bracket without the material splitting. Like I said again. I fixed it myself just wished you would have reached out when I asked. And your first few statements kinda ****** me off!

No I understand, we should be able to answer questions better at our retail store. We do not sell lights out of the store, and we are training the new employees how to properly communicate with lighting customers. As I work from a home office helping customers, I ask my employees to have emails sent. It allows me to better send communication between our customers and my factory.
I apologize for ticking you off, as I'm not Mike, he would have probably not done that.
Thanks,
Collette Herman

 

[SB Reef Lights]

Hey this is Mike, PerplexyHexy so sorry about the gap in communication, totally on us. We're a fast growing company with growing pains at times, however we always strive to make things right no mater how long it takes. Let me know how we can make it up to you. For starters PM me your current name and address so I can get new brackets out, I understand you have found a fix, however I would like you to have new brackets and screws.

Just want to clarify, we started using the Aluminum legs over 18 months ago. The aluminum legs are cast in a long strips, just aluminum angle iron. They are then cut to size and have the corners rounded. Finally anodized. They are not "bent" into shape, they are cast that way, just like aluminum angle iron. They are then tapped for steel screws. The screws are the only point that could rust. With proper maintenance, there should be no issues as the screws face away from the tank.

An easy way to test the brackets is to stick a magnet on them. Steel, the magnet sticks, aluminum, the magnet will not. If they are metal and show rust we will gladly replace them with in the 2 year warranty period.

To put things in perspective, we sell over 1000 lights a month and have thousands of raving fans. We do drop the ball once in a while, as any company does. But that is not okay with us, so we are always striving to be better. We are adding more customer service folks this month. They are training now. We are also adding a new phone line, instead of sharing with the retail store. We moved our warehouses to larger locations so we would have less shipping factory direct. Constantly improving. We provide budget lighting that can compete with the high end lights. Most lights in our price range have no contact point by phone at all, or in the USA. Most have 90 days to 1 year warranties max.

 

[PerplexyHexy]

Hey this is Mike, PerplexyHexy so sorry about the gap in communication, totally on us. We're a fast growing company with growing pains at times, however we always strive to make things right no mater how long it takes. Let me know how we can make it up to you. For starters PM me your current name and address so I can get new brackets out, I understand you have found a fix, however I would like you to have new brackets and screws.

Just want to clarify, we started using the Aluminum legs over 18 months ago. The aluminum legs are cast in a long strips, just aluminum angle iron. They are then cut to size and have the corners rounded. Finally anodized. They are not "bent" into shape, they are cast that way, just like aluminum angle iron. They are then tapped for steel screws. The screws are the only point that could rust. With proper maintenance, there should be no issues as the screws face away from the tank.

An easy way to test the brackets is to stick a magnet on them. Steel, the magnet sticks, aluminum, the magnet will not. If they are metal and show rust we will gladly replace them with in the 2 year warranty period.

To put things in perspective, we sell over 1000 lights a month and have thousands of raving fans. We do drop the ball once in a while, as any company does. But that is not okay with us, so we are always striving to be better. We are adding more customer service folks this month. They are training now. We are also adding a new phone line, instead of sharing with the retail store. We moved our warehouses to larger locations so we would have less shipping factory direct. Constantly improving. We provide budget lighting that can compete with the high end lights. Most lights in our price range have no contact point by phone at all, or in the USA. Most have 90 days to 1 year warranties max.

Thank you for replying. I really appreciate you finally reaching out to me.

 

[SB Reef Lights]

Glad we finally got together to get you fixed up!