Has this happened to anyone?

[dtruonggwhs]

So i bought an ATI (ATI North America) 6 bulb dimmable fixture from
Bulk Reef Supply. Right out of the box, 2 bulbs did not come on. I contacted ATI customer service regarding this issue, the representative assured me it was not a bad ballast because they had hand tested all their fixture. So i purchased more bulbs to ensure that it was not a bulb issues. Again, the 2 bulbs did not come on. I again contacted ATI regarding this issue, they finally agreed to take the fixture back for further inspection/fix/replace. The representative stated that he was going to send me the shipping label. Four days later, i still have not receive the label via email. Again, I ended up having to contact ATI customer service, this time the representative told me they were short handed and that I will receive the label within the hour. As promised, I received the shipping label and RMA number. I got the fixture shipped out the next day. One week later, the package arrived at their facility in CA as the status stated that it was delivered and signed. I contacted ATI customer service via email the next day asking for a status update, no response. On the next day, I made another attempt, again no response. I am sitting here eagerly waiting for a functional fixture. I bought this fixture based on all the great review/experience everyone had with ATI. I am just wondering if anyone had similar issue? If so can you provide me with some guidance as to what I should do next.

March 10th - Fixture received from BRS
March 11th - Contacted ATI regarding defective fixture (no response)
March 14th - Contacted ATI for shipping label ( response from a different representative but no shipping label)
March 17th - Contacted ATI for shipping label ( Representative provided shipping label and RMA)
March 18th - Shipped fixture out to ATI
March 24th - Fixture arrived at ATI facility
March 25th - Contacted ATI for updates (no response)
March 28th - Contacted ATI for updates ( no response)

 

[Greenstreet.1]

Did you also contact BRS about this

 

[dtruonggwhs]

Greenstreet.1

Yes, they told me to contact ATI since the fixture is under warranty.

 

[hybridazn]

That stinks and sorry about the delays. I would make a post in their sponsor forum here to get a response from them. Although it is kind of disappointing that brs didn't just return the defective fixture and send out a replacement to you since it was broke out of the box.

 

[dtruonggwhs]

I think it was partly my fault by contacting ATI first, rather than BRS. By the time i contacted BRS it was past their 3 days policy.

 

[ngvu1]

Keith was very helpful when I asked question. You should not have to buy new bulbs as you can switch the not working with the working ones!
I think posting on here will get ATI's attention faster
https://www.reef2reef.com/forums/ati-aquaristik.776/

 

[dtruonggwhs]

Thank you @ngvu1 Keith was the first representative that was helping me. I never received another email from his after the first email.

 

[hybridazn]

I think it was partly my fault by contacting ATI first, rather than BRS. By the time i contacted BRS it was past their 3 days policy.

Ooh, yea that's a bummer. But I would post in ati's sponsor forum here. They are usually fairly active on here.

 

[dtruonggwhs]

Ooh, yea that's a bummer. But I would post in ati's sponsor forum here. They are usually fairly active on here.

I will try that, thanks