I posted a positive review as well yet here I sit with an 11 month old broken led light for a week so far, no word. I know it will get fixed (eventually), but I wish I wouldn't have to be looking on Craigslist for a new light because my corals need light now. I agree an extra employee would really improve customer service.
*** is up with Reef Radiance?
- Thread starter xpcgamer
- Start date
mrx66699
New member
Nam man Viet freaking Nam man ....
<a href="http://s17.photobucket.com/user/mrx66699/media/bornonthefourth_zps805488a8.jpg.html" target="_blank"><img src="http://i17.photobucket.com/albums/b70/mrx66699/bornonthefourth_zps805488a8.jpg" border="0" alt=" photo bornonthefourth_zps805488a8.jpg"/></a>
I think what he means is not everyone will be happy spending money with a company only to have them not answer phone calls or take weeks to send an email response....been following this thread and I dont care how small or large your business is or how nice this Rick guy is or how good his prices are .....He WONT be in business long term with customer service practices like this.....its just plain and simple, sit down every night at the end of the business day and put in the time to answer ALL daily communications no matter the volume or tedious the process is or it will only be a matter of time before the actual negativity or perceived negativity starts to become an irreparable permanent reality.
IMO any time you purchase something if they cant answer the phone or return an email after 48 hrs >>>>>>CANCEL THE ORDER .....in todays economy and age of the internet there is always someone else available that wants your money who will go the extra mile...... go spend it with them
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fed.gallardo
Member
What is wrong with your light? Do you have a 240 with 3 channels? I would be furious if my light was broken for 11 months and no action has been taken. Has anyone from Reef Radiance contacted you and if so what did they say?
Sorry I may have typed it unclear. My light has been broken for a week but it is only 11 months old (used for 8), well inside the 2 year warranty. I have the dm-132e. All these fixtures are just cheaply made from China and rebranded here. I bought reef radiance for $45 more because I wanted insurance it would work for at least two years. I love the fixture and the other one is running great. My only complaint is that I bought it from RR for a warranty and customer service when I could have gotten the same light for much less. I use rapid led onyx fixtures on my large reef and would highly recommend this route if the budget allows. They respond within hours and offer a 5 year warranty.
fed.gallardo
Member
I don't think the term you get what you pay for really applies here. The lights are great; at least the 240 is I cant speak on the others. What is lacking is the support.
fed.gallardo
Member
Well after leaving a couple messages and emails I finally received a call back. They are testing a new controller over the weekend and will be sending me a new one on Monday. Here's hoping the new works. My faith in this company has increased a little bit...
For everyone with reef radiance light, I just received my Lumentek 180. Out of the box it looks great, feels great. Plug in it. Lights up awesome. My only gripe at the moment is my remote does not work. Tried different batteries, reset the panel. Nada..
Now here is the real question... Which is one thing I'm scared is gonna annoy me... For all of you with Lumenteks.. Do the fans run constantly or are they set to a go off at a certain temperature?? Because as of right now I have yet to see those little suckers move wind....
And as far as getting response... I sent an email on Sunday about my remote and still no response. (As said above I don't think there's a reason nowadays to not be able to respond to a customer in less than 2 days) Anyways I just called their phone numbers and I asked my two questions and was directed to go on their website to fill out a "service request" and put the question about the fan... I'm not trying to be a d*&k about all this but I'm kind of annoyed..
Now here is the real question... Which is one thing I'm scared is gonna annoy me... For all of you with Lumenteks.. Do the fans run constantly or are they set to a go off at a certain temperature?? Because as of right now I have yet to see those little suckers move wind....
And as far as getting response... I sent an email on Sunday about my remote and still no response. (As said above I don't think there's a reason nowadays to not be able to respond to a customer in less than 2 days) Anyways I just called their phone numbers and I asked my two questions and was directed to go on their website to fill out a "service request" and put the question about the fan... I'm not trying to be a d*&k about all this but I'm kind of annoyed..
carlosngloria
Active member
Good questions I've never heard the fans on mine I've always wondered the same
fed.gallardo
Member
The fans will come on when the light goes over 45c. I've seen mine sit idle then spin up.
I have to update my comments about tech support. I have been frustrated because I have been without a light for over a month. Every time I call they answer right away (usually Rick) and they definitely sympathize with my situation. They have been waiting on a new board from china and they didn't have the parts on hand. Rick even gave me his cell number so I could contact him directly. Last night he called me and decided to ship out their newest 2014 model ASAP because I have been waiting a long time. I know they don't have ecotech money or structure but their customer service has been of of the same caliber. A few things to understand is 1. Time difference. Lots of people try calling at 8 or 9am, it's 5-6am there 2. They deal with Chinese parts, delays and long shipping must be understood
saintperez
New member
Really wish I would have came across this thread two months ago.
Just to comment on my experience for those that are waiting.
1. Order placed Sept. 23rd ETA on delivery according to Fedex is 11/25, do the math.
2. Fact that they don't respond to emails within a day, big red flag on what support might be like, hopefully not.
3. Rick has responded in mass to those waiting on their order on several occasions with the reasoning that China factory was overwhelmed with orders and then they discovered a defect which took them longer to fix. Lesson to be learned, I won't order from a Vendor that does not have stock on hand.
4. When I finally called got the same voice mail to fill out the form on the website. Don't remember if I got a response.
I will say that he did try and make good on the delay half way through by upgrading everyone that ordered the 165P to to the new model 165p+ at no additional cost. That would have been great if the lights got there when expected there after. In the meantime I was buying frags based on expected delivery dates so corals have browned out from old MHs and lost a couple of colonies. Can't blame him entirely for that.
Now, everyone that I've come across that does have them seems to be please, at least with the 165* models. One thing that scares me is that the lights are only controllable from a mobile app that is not even downloadable from Apple app store but from some china website, who knows what else I'm installing on my phone??
I will say that once he got the Fedex tracking number from China for the shipment to him he has been more responsive on R 2 R and with me personally.
I will provide feedback and picks when I get them installed. For the value and the light setup it's hard to find a comparable lamp. Something comparable would be the Radion 30 Pros that mrx66699 posted but man, how much did those bad boys co$$$t? if I'm not mistaken there's about $4K on that table. I ordered 3 lamps at a cool $600 more or less as I ordered some other things and he did give me a discount on the total order.
As stated, will provide update when I get them next week.
Just to comment on my experience for those that are waiting.
1. Order placed Sept. 23rd ETA on delivery according to Fedex is 11/25, do the math.
2. Fact that they don't respond to emails within a day, big red flag on what support might be like, hopefully not.
3. Rick has responded in mass to those waiting on their order on several occasions with the reasoning that China factory was overwhelmed with orders and then they discovered a defect which took them longer to fix. Lesson to be learned, I won't order from a Vendor that does not have stock on hand.
4. When I finally called got the same voice mail to fill out the form on the website. Don't remember if I got a response.
I will say that he did try and make good on the delay half way through by upgrading everyone that ordered the 165P to to the new model 165p+ at no additional cost. That would have been great if the lights got there when expected there after. In the meantime I was buying frags based on expected delivery dates so corals have browned out from old MHs and lost a couple of colonies. Can't blame him entirely for that.
Now, everyone that I've come across that does have them seems to be please, at least with the 165* models. One thing that scares me is that the lights are only controllable from a mobile app that is not even downloadable from Apple app store but from some china website, who knows what else I'm installing on my phone??
I will say that once he got the Fedex tracking number from China for the shipment to him he has been more responsive on R 2 R and with me personally.
I will provide feedback and picks when I get them installed. For the value and the light setup it's hard to find a comparable lamp. Something comparable would be the Radion 30 Pros that mrx66699 posted but man, how much did those bad boys co$$$t? if I'm not mistaken there's about $4K on that table. I ordered 3 lamps at a cool $600 more or less as I ordered some other things and he did give me a discount on the total order.
As stated, will provide update when I get them next week.
saintperez
New member
So I got the lights yesterday and have to say I'm impressed. Amazing power. Ha vents hung them yet but very kewl lights.
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