Complaints

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.

• Initial Complaint

  Date:03/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 several lights and revisions of their lights over a few years. I had problems with all of them. They convinced me in June 2022 to try their newest one so I did. Waited until December to put in water at vacation home and it started flickering after 30 days and soon went out completely. When I sent it back customer service said it was not covered under warranty. Failure " most likely caused"( no proof ) by over voltage that caused the damage. I explained that I have been industrial electronics repair business 30 years and checked the regulated power supply and voltage was fine. They did not ask for supply to check for themselves. In my professional opinion the LED shorted out and burnt. I have two lights with a total of 8 LED panels and none them work. I feel this company works way too hard to not honor their warranty which to me is a red flag about how they do business. I had to pay them $20 shipping to get broken light back. They sent no test results and no other appliance in my house was affected by supposed over voltage at my house nor did power company report a surge. With 8 yelp reviews with similar issues I find interest they advertise A+ BBB rating.

  

  Business Response

  Date: 03/28/2023

  To whom it may concern,

  While I'm sure this customer has extensive knowledge of his own particular industry of industrial electronics for which I have the utmost respect, I hope that he can extend that same respect by understanding that we are the expert of our product. We designed and manufacture this product and have first hand knowledge and experience of every aspect of this lighting system.

  We offer a one-year limited warranty for our product that covers defective parts or workmanship. If the damage is not caused by defective parts that were installed in the unit or an error by one of our technicians when they built the lighting system, then the system is not covered under warranty. Also, if it has been longer than a year since the original date of purchase, the system will not be covered under warranty.

  Regarding the customer's statement that we did not check the power supply, our LED drivers can still function and show voltage output after a voltage spike has run through them and damaged the LEDs. It is not impossible to have an LED driver that is still putting out voltage after a voltage spike ran through it and damaged the LEDs on the other end. Even if we did check your driver, it would not produce definitive evidence of either your conclusion or ours.

  That being said, a voltage spike damaged these LEDs and also caused the glass protecting the LED panels (see pictures I've attached) to crack in several different spots. I have explained to this customer that those glass coverings would require a significant force acting on them to crack like you see in the pictures. In this case that force was a voltage spike.

  A voltage spike is not related to defective parts or workmanship and for that reason is not covered under warranty. We have offered a generous discount for the replacement parts and that offer will remain in effect if this customer should choose to change their mind and have the lighting system repaired.

  Customer Answer

  Date: 03/29/2023

  
  Complaint: ********
  
  I am rejecting this response because: There is no evidence that my house had a voltage spike from the power company and no other appliance had a problem that was on the same circuit. Contrary to their statement on being specialized field of electronics, light emitting diodes work off the same principle in any industry. The primary parameters for the function are current and temperature Tj within the active layer, influencing both the power consumption and the color. Current and temperature are important factors and can be effected by any number of things during assembly or in use, such as humidity or moisture getting into housing.  As current or power consumption goes up so does the heat. That is why parts are rated for wattage and it is very common for electronic parts that fail to heat to a point of burning. I'm sure people at the BBB can ****** "electronic components heat related failures" and see images just like the LED. It is common when parts fail to overheat. Most people that have owned consumer electronics have seen heat related failures.  They have given no analysis on true cause of failure except they believe it was an over voltage because part was burnt. It may not be workmanship can simply be the part failed. The bottom line is they are saying a power company spike caused the problem and me and my neighbors had no other issues with other appliances.  They will never honor this warranty and I will move on from this as of today but I don't think the BBB should indorsing them and give people false trust in how they honor waranties.         
  
  Sincerely,
  
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