Extremely Disappointed in AquanIllumination

Cammunoz

Cammunoz

New member
I recently (two weeks) ago purchased to AI Hydra 26s. I get home set them up great turn on the lights. I jotive a color difference in the leds, I test the leds and see it is the royal Blues that are off. I call Ai explain they say they have heard of the issue before! they send out a replacement to see which one will lair up the best and I return the other one. Problem solved i thought Nope!!!!!! that night the other light would flash on its own when off and the lights signaling parent/child relationship would not work tried resetting it nothing. I called Ai they said well we already sent you one so your only option would be to ship out here to have it fixed ( leaving me with no light) I explained I needed the light. Ai rep says well we already shipped you one I then stated my issue once again of having no light. These lights are a week and a half old! So now im stuck with a replacemnent that doesnt match the other unit. Buyers beware of this issue! They lost a loyal customer


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I had the color mismatch issue as well when I first got my two 26 HDs. (I just got replacements through Amazon.) The parent/child setup with wi-fi on them is definitely is a little quirky (I like the older director unit better.) A lot of it has to do with the wi-fi range on these lights being fairly limited. I also had to setup a wi-fi range extender near the tank otherwise the lights would never stay connected.
 
Cammunoz said:
They are trying go work with me as much as they can to resolve the issue


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That's nice that they are working with you. I heard the same with them. I had similar issues with Ecoxotics. Glad I landed on my Reefbreeders !!
 
Start from scratch. Unplug lights, unplug modem/router for 30 seconds. Plug back in modem, wait two minutes, plug in lights, then go through startup settings again.
 
I had these for a while, they are very quirky. I had an issue with one being way higher par the other two. I tried getting it replaced and I was not too happy with the customer service. I also had issues setting them up to be accessed from outside my home network. I called to try to have them help me and they said that it couldn't be done, that all they did was link to each other. I figured it out on my own... Awesome lights, but their customer service needs some attention.
 
Zero Issues with my Hydras!!

Zero Issues with my Hydras!!

I have a pair of Hydra TwentySix HD LED's and they work amazing.. No trouble on my end.. Very happy with the out put on these bad boys...
 
I have had my hydras for 3yrs. They work, grow coral. But I am not impressed with these leds.There are far better leds then AI leds. Sorry just facts.
 
drtrash said:
Would like to hear if you sort out issues was think of getting a pair
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No I sent them an email this is frustrating. They replaced one but wont send out another they say they cant because I had got a replacement for one! I purchased 2 not 1 ! Thats horrible customer service!



I have received the replacement but the issue remains the light that is acting up and malfunctions is the light that matches up the existing led with the royal blues! so now I am back to square one. I have contacted chris fernandes of your company. He informed me he can not send out another one because i have already received a light even though I have just purchased them a week and a half ago! The only option he gave was to ship the light back leaving me with no light? Now I have mismatching lights. It is unfortunate as I have been a AI loyal customer for years and these products are not cheap! I have always gave credit to your company for years on forums such as Reef Central and a large forum here in Chicago called Chicago Reefs. After this customer service I am unsure I can keep my loyalty to the company. I purchased 2 lights not one? So i dont understand why only one can be replaced if they are both Faulty!
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Extremely Disappointed in AquanIllumination

Its been two weks i have recieved a replacement for the unit that was flashing but they refuse to send a second unit for the issue with the other unit dur to the royal blue bulbs not matching. They state they have to inspect it still and based on that they will let me know about sending a second light. This should not be this hard you spend $700 on lights there should be no issues especially with the same royal blue leds not matching up per unit to unit! I could have saved and spent way less on chinese led lights ! They cant even swap it out til they please! Now i know so frustrating


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Good thing I passed on the AI hydra 52 and went with Maxspect Ethereal. There's nothing worse than spending hard earned money and getting crappy customer service in return. Don't matter how good the product is out of the box, as it's only good as the customer service that stand behind their product.
Hope everything works out for you.
 
V4Vendetta said:
Good thing I passed on the AI hydra 52 and went with Maxspect Ethereal. There's nothing worse than spending hard earned money and getting crappy customer service in return. Don't matter how good the product is out of the box, as it's only good as the customer service that stand behind their product.
Hope everything works out for you.
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Appreciate it Im so ****ed off about this. This is not right! I may have to get an attorney this is rediculous


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HaroldT said:
I agree with you and wouldn't be happy either. The Royal blues should match. They should fix that for you.
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I dont understand how they would release lights out knowing there might be a issue with units not matching? then you want to make it a processs to replace ryem at a week old?


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Update I received a call from the director of sales I explained the situation and now they are offering to replace both lights in my posession. They are going to test both units in facility to make sure they match.


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I feel for you but at some point the company needs to decide if it is the lights or you. No offense intended but they can't just keep sending you new units. They did send them once right? I hope you work it out with them that is a great light.
 
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