Pacific Sun T5 Diuna Experience

[Jerine]

This is intended for anyone who is considering purchasing any Pacific Sun lighting fixture.

After several months of research and planning I purchased a Pacific Sun Diuna T5 fixture. I was extremely excited to have finally made a decision and I was happy when my light finally arrived. But after I installed the light the problems came!

Challenge No. 1 "“ Software

Initially I was having trouble connecting the light to my computer. I use a Mac and it's a bit different to install the software for the fixture than on a PC. The instructions are a bit dated and the interface looks nothing like it does in the instructions, something that was a bit confusing. You also have to change you security settings if you are using a Mac so that the program can be installed. This is a note they should probably include in the instructions.

After contacting customer support I was able to get the software installed.

Challenge No. 2 "“ Hardware

It would seem that the fixture was damaged during shipping. Whether it happen on its way to me or on its way to the store I bought it from I don't know.

• Problem No. 1 "“ T5 channel relay

After installing the light and working customer support we were able to determine that one of the T5 channel relays was stuck in the on position and needs to be replaced.​

• Problem No. 2 "“ Toggle Switch

The 3 position toggle switch does not function as intended. Part of its job it to turn on the back light for the LCD display on the actual fixture. Trying to read the LCD screen without the back light is difficult.​

Conclusion

Right now I'm waiting on the parts to fix the issues with the relay and toggle. Hopefully they use a method of shipping that doesn't take too long and include some up to date instructions as I am not very handy.

Overall I still think the Pacific Sun Diuna T5 is a nice light and I suspect that once fully functionally that the light will meet all my goals, but I'd be lying if I said I wasn't frustrated with the fact that out the box I already need to make repairs to the light.

If you are the United States you will probably be waiting 24 hours for a response from customer support because of the time difference. Not a deal breaker but something you should know if you are considering any Pacific Sun product that may require support.

At this point I can't say whether or not I'd recommend this light to someone, but I'm hopefully that it will be resolved soon.

Thanks for reading!

 

[PacSun Service]

Hello.

We are sorry for Your problems. As You say troubles with Your lamp are sourced by damage during shipping. Our service already send You new parts.
We are sure that after You replace parts Your lamp will work properly again and You will pleased to use it.

Best regards
Pacific Sun Service.

 

[PacSun Service]

Regarding USA support - we are preparing support center in USA by Deepwater Aquatics so support will be better and faster soon.


Best regards
Pacific Sun Service.

 

[Jerine]

Thats good to hear. Do you know how long my parts are going to take to get to me?

 

[gcarroll]

Regarding USA support - we are preparing support center in USA by Deepwater Aquatics so support will be better and faster soon.


Best regards
Pacific Sun Service.

We heard that back in February! Shouldn't that be in effect by now? US support is really the only missing piece to the puzzle.

 

[Jerine]

The saga continues and the next chapter aint good!

Finally received my new relay but it had some rust on it. After waiting nearly a week for the part. Now a new one must be sent directly from Pacific-Sun in Poland for me to use.

Additionally the old relay is like super glue to the fixture (Not actually, but I believe something has welded to the relay) and I get get the thing off to save my life!

I was told this was going to be easy, but I'm no closer to getting my light fixed. I have no light on my tank, dead corals and beyond ****ed at this point.

 

[luvreefs23]

I had a pacific sun years ago. It's just to much hassle when things go wrong cause they eventually do. I have even been tempted to try orphek but with some of the emails and things I've read I'm almost certain I'd have the same challenges. I stick to US locally software/hardware supported equipment. I love the radions and everything is easily available not mention I don't have to become my own repair man on a item that cost close to what some used cars cost.

 

[Jerine]

Yea. I see now why so many are so adamant about having US support. I wanted to T5 fixture abut didn't want the ATI sunpower and their Powermodule is way too expensive, so I thought I'd try Pacific-Sun. I had heard good things about them and being a bit newer to the hobby didn't think that much of US support. I figured as long as I have some support I'll be ok. Yea I was wrong! I'm sure once I get the light fixed (hopefully I can) it will meet my needs, but I'll probably never purchase another Pacific-Sun product as long as they have no US support. Its frustrating because I haven't even own the light 3 months yet!

 

[PacSun Service]

Hello.

Please let me explain. Our support in US is already working and take care for all US customers. In this case lamp was probably damged during transport, our US support sended new relay module which was in fact from our previous US reseller. We try to find how it happen that customer get bad part.
Meanwhile we will send new part directly to customer.
Our US support have all needed parts for all our products on stock, in this case relay module was last one but new parts will be delivered to US support as soon as possible.
We are very sorry for this problems.

Best regards

Pacific Sun Service

 

[Jerine]

I think what we mean by US support is not just having access to parts in the US but actually support from a person.

Though I have gotten responses from the Pacific Sun Service daily during the weekdays without fail, because you are 6 hours ahead of me if I have questions about your response I may not be able to get it answered until the next day. Or if you want me to try something and I'm at work you wont know until the next day what the result was.

The process just takes too long when you are 6 hours ahead of me and 9 hours of ahead of anyone on the West Coast. Having email support in the US would be very helpful in getting problems solved faster unless the support in Poland had more available hours.

All your US support is doing right now is sending parts. We need someone here in the US who can answer our questions so our problems can be solved faster. Our livestock depends on your equipment to work properly and when it takes days or weeks to fix a problem it puts our tank inhabitants at risk and creates unnecessary losses.

 

[Jerine]

Just got my new relay directly from Poland and it works (Thank Goodness!) Now just have to replace the toggle switch.

Just to comment on the process of replace the relay a bit. I wouldn't describe as easy like Pac Sun did but more as straight forward. What I needed to do was easy to understand but taking everything apart wasn't exactly easy. That said it wasn't hard either, just a pain in the butt. Hopefully I wont have to service this light again and I'm happy that the major of the 2 issues is now resolved.

Though it has been frustrating because of the time/country difference Pac Sun has made a pretty good effort about helping me with this. There wasn't one time I felt ignored just wish the process could've been resolved sooner.

I'll update everyone about the toggle once I have replaced that.

 

[Jerine]

Toggled is finally fixed. It was the biggest pain in the butt because it such a small place to work in, but I got it done. Light is working properly now. Took much longer than I think it should've for everything to get resolved but I'm glad it over.

Hopefully Pacific Sun will get some support in the US where you can actually deal with a person here to help speed up the process when problems arise.

 

[Jerine]

I didnt think I'd have to open this thread again, but here we are. Just a couple months after I got the first couple issues fixed, now I have a 3rd issue.

Apparently the mother board on the light is not functioning properly and needs to be replaced. Needless to say I'm pretty upset. Especially since I have only had the light for about 6 months and only been running them for about 3. Not mention the hundreds of dollars in dead coral I now have!

Not happy...not happy at all!

 

[brownsps]

Ouch! This was a tough one to read, sorry to hear about all your issue's, hope you get it fixed soon.......or just move on to a new light!

 

[Jerine]

Ouch! This was a tough one to read, sorry to hear about all your issue's, hope you get it fixed soon.......or just move on to a new light!

I'd love to just move on and go back to the Ecotech Radions, but I cant afford to. May just have to break down the entire tank if I cant get it fixed permanently.

 

[gus6464]

A temp solution might be to just bypass the controller and wire the ballasts for just on and off application.

 

[Jerine]

Way over my head...Id probably burn the house down... I also might void the warranty by doing that.