Reef Radiance Troubles...

[Reefle]

I know I'm a new user on here and I know people are going to think I'm just a hater. But I am posting on here, because it seems this is where Rick goes to the most so maybe I can get a response.

A little background, I did purchase a lumentek 240 from RR in November and recieved it about 5 weeks later, longer than the anticiapted 3 weeks but it was the holiday season so I understood and yes I was happy with the light.

This time around, I purchased a lumentek 240 on June 11 and knew there was a standard waiting time of 3 weeks. I heard about the APEX upgrade and immidietely purchased that upgrade. Again I knew there was an additional waiting time of 7-10 days.

That should put me at recieving the light the 14th or 15th of July right? I have called several times to confirm when I would get the light after the 15th and 4 times I was told the light would be shipped within a couple days.

I just recieved a voicemail last friday confirming a final shipping day of Tuesday this week. It's now Friday, August 1st and no tracking number, no returned calls, no emails.

It's frustrating because for the past 2.5 weeks I have been moving my only lumentek 240 around my 6 foot tank everyday so all the corals will get their fair share of light. (I was borrowing a friends light for 5 weeks knowing how long it took to ship one of these).

It also sucks cause I tried to help RR by calling Neptune when they first rolled out the APEX ready upgrade to confirm compatibility with different modules and settings. I then reported to Rick what I learned in the hopes it would help them with their product.

Either way, I'm not a happy camper because 7.5 weeks (and counting) is just too long of a wait if you're going to state the lights get shipped in half that time on your website. even more so frustrating when you keep getting false promises.I hope I get a response soon.

Sorry again for this post, and I AM a reef radiance customer and I DO LOVE my lumentek 240 (very well built product and would definitely buy over and over), but I can't seem to get a solid reponse any other way.

 

[REEF RADIANCE]

Hi Reefle,

Since I dont know who you are - I cannot possibly know how to respond. I am glad you love your 240 and am glad you are a Reef Radiance customer but frankly - reading your accounting above makes me dubious as I work in the office every day and frankly - whomever you are - you paint a very inaccurate picture of how we deal with any customer. In any case - you have my attention - not because of your post but because any customer who has any issue at all has my attention.

I would suggest that you call the office - tomorrow after noon pacific and share who you are and whatever you are dealing with will be resolved in a timely manner.

Rick

 

[REEF RADIANCE]

Reefle,

I had my office manager check our entire customer base and we have no transactions like you describe. Also - you joined and made one post and have not responded to my post - now have you posted any where else. This is really strange to me. If you are a real customer and have an issue - call me like I suggested and we will resolved whatever you are dealing with - but I have no idea who you are at all and cannot help you unless you tell me.

Rick

 

[REEF RADIANCE]

Dear Reefle,

Is your name David Zheng? I did some sleuthing and this is the only person you could be. If so - what are you up to? I called you last Friday at and we spoke for 7 minutes and agreed to talk again today. Interesting that you did not post that. Remember - we agreed to talk to today - Monday? Or is there some other reason you posted this? And your story of calls and emails is not even close to accurate. Sorry if I seem annoyed - but you let this nonsense sit there all weekend and never mentioned that you and I spoke Friday and were going to talk today - which might have been a good thing to post. Nor have you called me today as I requested - or contacted me at all......

Rick

Rick

 

[REEF RADIANCE]

And - you told me last Friday that you were not concerned about the time it took to finish your upgrade - you just wanted to make sure we stayed in touch - hence the planned call today.

Rick

 

[Reefle]

Rick,

this post was made well before I called and I have not checked the site until today.

I remembered we agreed that you would give me an email/call update today.

please call me as soon as possible.

 

[Reefle]

I had made this post in the morning because I was irked and frustrated with work at the same time.

I contacted him again at 4:30pm that same day. I had forgotten about the post by then, and hopefully after this is all said and done I will be able to give positive feedback.

 

[REEF RADIANCE]

Really,

You were irked and frustrated with your job and you decided to put a very incorrect and negative post about my business on our main website and let it sit there knowing you and I spoke the day you posted it? Wow. This is my business and I take tremendous pride in our products and customer service - which is why I personally post here - not anyone that works for me. How many founders deal one-on-one with their customers each and every day?

I pride myself on taking the high road when I run into customers like you - so I will in this case.

I see you called last night and I will call you today and we will get you taken care of.



Rick

 

[Reefle]

A little update. called and was told it would be shipping tomorrow with the tracking number coming on Friday.

 

[Reefle]

Last update.

received my LED packaged well just like my first lumentek.

Works really well and I am just happy I got everything. Definitely worth the wait!