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Business Profile

Online Retailer

Light Object

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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  • Initial Complaint

    Date:08/09/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Purchased a laser engraver chiller from this company in late May 2022. It was delivered in early June 2022. It has a 12 month warranty for parts and labor. It worked fine for about 2 months, then stopped working correctly. I contacted their support system. At first the had me open up the machine and check for loose wires. Didnt find anything loose. Then they said it was likely a capacitor that was faulty. They sent me a new capacitor, I installed that, and it still did not work right. Now they are saying that the problem could be the compressor but they are also saying that this is unlikely, it has never happened before, and that it is rare. So now they want me to ship it back to them, but they are expecting me to pay for the shipping. When I asked about this they said that they only pay for shipping both ways in the first month. After that they expect the customer to pay for return shipping. Keep in mind that this piece of machinery is very heavy. I paid $546 for this unit and $90 of that was shipping cost. It will likely cost me more since I am not a business that can take advantage of bulk shipping rates and discounts.

    Business Response

    Date: 08/09/2022

    For the water chiller, we offer one year warranty. If it is DOA (dead on arrival) within 30 days, we will send our customers a new one and cover all shipping costs. After 30 days, a customer is required to send it back to our facility for diagnostic. We will try to repair it, but if we can't, then we will send the customer another unit. The customer needs to pay for one-way shipping, and we will pay for the other way to return the chiller to the customer's address. If the chiller is out of warranty, then the customer is responsible for both-way shipping. Under the warranty period, there is no charge on labor or parts for the repair.

    Order info:
    Purchase date: 5/29/2022
    Shipping date: 5/31/2022
    Delivery date: 6/2/2022
    Date of problem received: 8/2/2022

    After a preliminary tech support to the customer through email, we We sent a part to the customer on August 3rd in the hope that it could fix the problem. Unfortunately, the customer said that it didn't fix the problem. Then, we asked him to send the unit to us for diagnostic. All labor and parts are free of charge. 



    Regards,
    ******************* - CEO
    LightObject Laser
    www.LightObject.com
    Office: ************** 

Light Object is NOT a BBB Accredited Business.

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