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These lights are already $840 each. How much more?
If by sending out parts and making us repair the brand new lights is making this right, I'm going to disagree.
I am sure you will have an option. For anyone handy with tools it would be far easier to just get the new cover and replace it (30 minute job) versus having to send them back and wait on a replacement. What are those people going to use for lights while they wait? Also do you really want to go through the setup procedure again?
Since this was right out of the box, no installation was done. My T5's are still going strong.I am sure you will have an option. For anyone handy with tools it would be far easier to just get the new cover and replace it (30 minute job) versus having to send them back and wait on a replacement. What are those people going to use for lights while they wait? Also do you really want to go through the software setup procedure again? I am pretty sure they will just be replacing what comes in with the previous batch that was fixed and reset.
I am sure you will have an option. For anyone handy with tools it would be far easier to just get the new cover and replace it (30 minute job) versus having to send them back and wait on a replacement.
They going to send you a Torx bit too? lol Most people don't have a set of Torx bits. Or maybe they just send you a couple tubes of JB Weld...smhI am trying to keep the vendor out of it. He is a small business and barely able to keep his head above water.
This IMO is a manufacturing issue and should be dealt with ETM.
I've owned ETM products for a decade and have defended them as a stand up business.
I too was a part of the L1 issues a while back and it was handled with class.
The email telling me I had to repair the lights myself wasn't.
I said it before and I say it again, the black box exterior build is like a tank. It can be thrown from the North Pole and it still wouldn’t break. It won’t break your bank eitherIf this was $150 generic black box fixtures, sure maybe. But since these are top of the line premium fixtures, they should be replacing them without any drama.
They did this with the L1 issues. ( For me it was twice).
Maybe some of the other issues have me spooked too.
Also how do we know the new frames wont crack? ETM should come out and say they identified the problem and solved it by doing X.Brings up another question... so lets say they go with saying we will send parts and you do it yourself. I imagine a pretty simple matter to replace the cases but are they warranty sealed? i.e. you open it warranty void. I have taken apart and fixed a lot of stuff but other than owning a M2 pump and a couple MP40's I have not had to deal with Ecotech warranty. Being these are brand new and under warranty I would be a little leery of that.
First thing I thought of when I saw mine as well as all the others with pictures, why wasn't a rubber grommet or washer used?Also how do we know the new frames wont crack? ETM should come out and say they identified the problem and solved it by doing X.
This isn’t consumers fault. If ecotech wants to make it right, they need to send out prepaid express labels, have consumers to send them back. Once received and ship a non cracked one out immediately by overnight. Plus, some sort of credit to compensate the time lost and hassle.I am sure you will have an option. For anyone handy with tools it would be far easier to just get the new cover and replace it (30 minute job) versus having to send them back and wait on a replacement. What are those people going to use for lights while they wait? Also do you really want to go through the software setup procedure again? I am pretty sure they will just be replacing what comes in with the previous batch that was fixed and reset.
I only agree if they send out parts with a store credit or some sort to compensate consumers time lost and hassles.These lights are already $840 each. How much more?
If by sending out parts and making us repair the brand new lights is making this right, I'm going to disagree.
I am trying to keep the vendor out of it. He is a small business and barely able to keep his head above water.
This IMO is a manufacturing issue and should be dealt with ETM.
I've owned ETM products for a decade and have defended them as a stand up business.
I too was a part of the L1 issues a while back and it was handled with class.
The email telling me I had to repair the lights myself wasn't.
I am planning on calling back tomorrow and talking with them.Fully
Fully understand, and respect, supporting small businesses.
Shoot ETM another email and explain to them that you are not comfortable with doing the repairs on your own. Request direct replacements. If they say no, offer to meet them half way and offer to pay shipping to send back. While not ideal seems like it is a good balance. If they no again, well, if I was you I'd send them back, refund (sorry about the vendor), and buy another lighting source. Plenty to choose from if we are being honest.
Right now I'm seeing a lot of threads with similar issues both here and another I frequent. What I don't know if they are in the small minority or if this is actually a bigger issue. Not everyone is posting good or bad if that makes sense. In either case as you said with the L1 issue they went above and beyond.
Maybe this is all they can do today due to the virus and current world situation. You could also ask that. In either case best of luck.
Honestly I have had to have replacements from Ecotech a few times before. For me they have always been reasonable. Yes it sucks when things go bad and sometimes even good companies have issues even when they work hard to source quality products. Yes their products are expensive but you choose them for a reason. The good thing is they are an amazing company and will make this right as they always do. I would say be reasonable and work with them on a repair that makes yours and their lives easier. You will be happier in the end with less negativity. Good luck everyone with the repairs.
This isn’t consumers fault. If ecotech wants to make it right, they need to send out prepaid express labels, have consumers to send them back. Once received and ship a non cracked one out immediately by overnight. Plus, some sort of credit to compensate the time lost and hassle.