marineMentor
New member
Hi, I just wanted to share my experience with a broken A360W Tuna Sun E-series light.
The short version:
It broke, was still within the 2 year warranty (1.5 yr old), and they did not warranty the light. Instead, I was offered one at $210 USD, plus $30 USD shipping, plus $56 CND duties paid. Needless to say, I'm very disappointed in Kessil as a company.
The long version:
I own two A360W E-series tuna sun led lamps.
One recently failed after 1.5 years of use on a 90 gallon planted tank. It just stopped working. All I get is a flash of light when I plug it in. Then nothing. And it won't repeat that flash until I leave it unplugged for 15 mins while the transformer resets itself. I maintained the light and dust it often using compressed air in a can. The light shouldn't have failed, but it did. And it was under warranty, but a replacement wasn't offered.
As you can imagine, I'm very disappointed and expected these (supposedly?) high quality lights to work hassle free for years. I was even more disappointment when Kessil's turned their back on me (i.e., warranting the light and sending a free replacement) when the light was still under the 2 year warranty period.
I was also denied access to repair service because I live outside of the US (in fact, all international customers are denied repair services). Instead, was offered a special "œone time deal" which I begrudgingly bought, but am now second-guessing my decision. I contacted Kessil first by email and then by phone. Both agents (and I spoke to the customer service manager on the phone) offered the same solution"”I could buy a light at a reduced cost. The first offer was $270 USD and the second was $210USD (Plus $30 USD shipping and $56 CND duty at the door). So after all the fees and exchange rate to canada, the light cost me nearly $400 dollars"”the same price as my original light cost.
Has anyone else had similar poor experiences?
Or the opposite situation"”did Kessil's customer service blow you away?
It'd be nice to find out if I'm a "˜one-off' or if this is the norm.
Cheers.
The short version:
It broke, was still within the 2 year warranty (1.5 yr old), and they did not warranty the light. Instead, I was offered one at $210 USD, plus $30 USD shipping, plus $56 CND duties paid. Needless to say, I'm very disappointed in Kessil as a company.
The long version:
I own two A360W E-series tuna sun led lamps.
One recently failed after 1.5 years of use on a 90 gallon planted tank. It just stopped working. All I get is a flash of light when I plug it in. Then nothing. And it won't repeat that flash until I leave it unplugged for 15 mins while the transformer resets itself. I maintained the light and dust it often using compressed air in a can. The light shouldn't have failed, but it did. And it was under warranty, but a replacement wasn't offered.
As you can imagine, I'm very disappointed and expected these (supposedly?) high quality lights to work hassle free for years. I was even more disappointment when Kessil's turned their back on me (i.e., warranting the light and sending a free replacement) when the light was still under the 2 year warranty period.
I was also denied access to repair service because I live outside of the US (in fact, all international customers are denied repair services). Instead, was offered a special "œone time deal" which I begrudgingly bought, but am now second-guessing my decision. I contacted Kessil first by email and then by phone. Both agents (and I spoke to the customer service manager on the phone) offered the same solution"”I could buy a light at a reduced cost. The first offer was $270 USD and the second was $210USD (Plus $30 USD shipping and $56 CND duty at the door). So after all the fees and exchange rate to canada, the light cost me nearly $400 dollars"”the same price as my original light cost.
Has anyone else had similar poor experiences?
Or the opposite situation"”did Kessil's customer service blow you away?
It'd be nice to find out if I'm a "˜one-off' or if this is the norm.
Cheers.
