I too have had several problems with LEDlight.com, mainly involving the accuracy of their specifications, and of course Customer Service when I try to get a remedy for those problems.
One such go-round with them is documetned in this thread:
www.ecohuddle.com/forum/thread/465/950-lumen-9-watt-led-lamp There has been one since then that did not go as well for me (I am stuck with the LED lamp that wasn't even close to their stated specifications, due to their refusal to take it back with no cost to me). I have an online "chat" conversation with their "Customer Service" that I saved from that, I might as well include it here:
Quote:Support: How may I assist you?
Robert Couch: I placed an order a couple of weeks ago and received it last week, and I have problems/questions about two of the LED lamps in that order.
Robert Couch: First, 45703 (Motion-activated LED Light Bulb)
Support: What was the question on that product?
Robert Couch: It has several individual LED emitters. When the bulb is off, two of them remain lit. When the bulb is on, all but two come on (and not the same two that are on when the bulb is off). Is it supposed to work this way and if so why? I would ex\
pect all the emitters to be off when the bulb is off, and all of them to be on when the bulb is on.
Robert Couch: ???
Support: sorry my computer is being a bit slow
Robert Couch: Did I get a defective bulb or do they all work that way?
Support: i would say its defective and would send back for replacement
Robert Couch: Okay and maybe you could check the one you send back so we don't do this more than once.
Support: I can issue a RA to this email with instructions on how to send it back
Robert Couch: You'll send me a prepaid shipping label for this return?
Support: can i have aN ORDER NUMBER?
Robert Couch: The Order Number is 20410 by the way.
Robert Couch: Befoer that gets finalized we should talk about my second issue.
Robert Couch: *Before*
Support: which is?
Robert Couch: Same Order#, Product ID 83428, "5 Watt LED Light"
Robert Couch: Your specifications claim 5 watts consumed, 450 lumens output
Robert Couch: I measured it with my Watt's Up power meter (5% accurate up to 5 watts, 3% accurate over 5 watts) and it comes in at nearly 9 watts (8.8 watts)
Robert Couch: Not even close to 5 watts.
Robert Couch: That reduces the luminous efficacy from 90 lumens/watt to 51 lumens/watt
Robert Couch: I make decisions to buy these bulbs based on those specifications. If they are not as advertised then I have made a wrong decision, through no fault of my own.
Robert Couch: How about I return this one too, in exchange for a second one of the Motion-activated one (45703). They are the same price.
Support: the motion activated can be sent back for replacement but for the 5watt bulb it can be sent back for credit and then you can order a second motion activated bulb
Robert Couch: I don't feel I should have to pay for return shipping for either of these problems.
Robert Couch: The 5-watt bulb was not as advertised.
Support: in our policy we do state a time frame of 5 days from when it was received
Robert Couch: I didn't know if it was defective or not (the motion-activated bulb) until I talked to you.
Support: in our policy we do state a time frame of 5 days from when it was received
Support: i have to follow policy sir.
Robert Couch: So you're going to stick me with the return postage despite these problems not being my fault? This is a great way to motivate someone to post a review of these bulbs pointing out the problems they experienced, both at your own website (which you could delete) and at other websites where I review LED lamps from time to time (which you could not delete). It's bad enough that I have to now make the time to package these up and make a trip to the post office, but to then have to pay $5-$10 in the process? I'll just keep these bulbs and be sure to order the rest of my LED lamps from somewhere else.
Robert Couch: This seems like a new policy since I did not go through this with another return a few months ago. How often do you expect people to check your policies for new restrictions on returns?
Robert Couch: And selling a bulb that consumes 8.8 watts that you advertise as consuming 5 watts is flat out wrong. That's not a "defective" situation at all.
Support: The entire website has been changed
Support: no the only one consired defective is the motion activated led light not the 5watt
Robert Couch: So what is the policy for the 5-watt bulb then?
Support: it can be returned for credit that will be placed back on your card
Robert Couch: And who pays for the return shipping?
Robert Couch: This is not just "I didn't like the bulb". This is "you said it consumed 5 watts and it consumes 8.8".
Support: to have it returned to ledlight the customer pays for the shipping unless its a incorrect product and contact us within the first 3-5 days
Robert Couch: Sticking the customer for return shipping on a product that doesn't even come close to meeting the claimed specifications is no way to do business.
Support: its in our policy
Robert Couch: Those are new policies with which I was not familiar or I would have done this sooner (last week). Does one week really make a difference to you? Is it worth losing a customer over? I've spent thousands of dollars at your wesbsite. If I need to find somwhere else to buy my LEDs I will.
Robert Couch: It's not a "wrong product" issue either.
Robert Couch: It's the right product, the specifications are wrong.
Robert Couch: You don't have a policy for that. I suggest you make one up that's fair to the customer.
Robert Couch: But if saving $5-$10 shipping when the fault is clearly on your side is worth losing all my future business over then go for it.
Support: I have to follow policy
Robert Couch: So be it. This transcript will be posted at the various forums I participate in that discuss LED lamps. And expect a review on your website of both of these bulbs with the problems I've encountered. Also expect no further business from me or
anyone else that asks me for advice about where to purchase LED lamps. Be sure to let you supervisor know that you "followed policy" so closely that you drove customers away. That ought to get you a gold star.
Support: Im sorry to hear that sir
Support: did you have any further questions?
Support: Have a nice day.
Unfortunately I haven't been able to completely avoid buying LED lamps from them since they have a few I haven't been able to find elsewhere. That's the only reason I have not filed a RIPOFFREPORT on them describing this situation. Also, and this is really telling, I reviewed that supposed 5-watt LED lamp, reporting my findings regarding the specifications, and also describing the Customer Service problem I encountered, maybe I layed it on a little too thick but in any event, my review never made it to the public. Seems only the good reviews get past their moderators.
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