Totally Irate

[JumboShrimp]

I don’t get it... Don’t companies know that in the internet age— with blogs, forums, and everything else— that poor customer service will rapidly become know, and actually hurt them more financially than had they just addressed the problem promptly? Stray from the time-honored adage, “The customer is always right,” and any business WILL suffer.

 

[Sharis100]

They provided me with a complete exchange without any issues. I have received my replacement AI HD prime and returned the defective one with no issues. Their warranty service for me was great!

 

[Sharis100]

They provided me with a complete exchange without any issues. I have received my replacement AI HD prime and returned the defective one with no issues. Their warranty service for me was great!

I want to apologize to the original poster. They were correct in that AI does not help the client end user after all- just took me longer to reach that conclusion as AI has been stringing me along for weeks. I have spent weeks with this issue and the support team at AI only read from the same script and do not deviate- I wonder if they understand anything that is not part of the pre written script??? They sent me a new light and charged me $199- something they promised they would not do. I told them to take back their new light and send me my light and I would have my electrician fix the shoddy wire issue causing my problem. They said I would have to send back the light via an RMA and their verbiage for the RMA means they could charge me another $199- which there is no way I am falling for again. In the mean time I purchased a Kessil which works great and has better support. It is a shame because I like AI lights, too bad their support is so poor and difficult to navigate.

 

[MnFish1]

They should have just sent you out a new power supply no questions asked and you would have been praising their customer service! Others that read this now will be hesitant to purchase their products in the future like me. Thanks for the heads up!

I no longer use these lights due to a similar problem - but - I remember that it was quite simple to order a separate power supply on their website. FWIW - The customer service (back then) was always great - its just than when something breaks rather often it becomes too much of a hassle.

 

[Blue Spot Octopus]

Was your old power adapter held down tightly or was it loose? I know that AI sells brackets that hold their power adapters.

 

[vetteguy53081]

I no longer use these lights due to a similar problem - but - I remember that it was quite simple to order a separate power supply on their website. FWIW - The customer service (back then) was always great - its just than when something breaks rather often it becomes too much of a hassle.

55% cheaper on Amazon.
They wanted $75 and free ship for power supply for Ai hydra (which they now own) and found the very one for $23.90 shipped on amazon and had it in the 3rd day