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- Oct 1, 2019
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Just wanted to share my experience.
Recently I sent in an ecotech Gen 4 XR30w and also a Kessil 360we light to each company under warranty.
So from day one Ecotech did not even return my emails and finally I just called and got an RMA number from them. Then I was told that unfortunately the light had water damage and that it would not be covered under warranty. Their solution was to give me a discount so I could purchase a new one for only $450 plus shipping. There obviously was no water damage but just a faulty product that they refused to replace. Anyway after paying them and waiting another week they sent me a new light and kept my power supply. So after another call I was finally able to get another power supply sent out. Thanks Ecotech.
Now for my exact opposite experience with Kessil. Within hours of submitting my email I was responded back too. I was then walked thru several troubleshooting steps and after still no luck I was told I had two options. I could pay a refundable deposit and they would ship me a new light same day and refund my deposit once they recieved my broken light back or they could email me a prepaid shipping label and as soon as they recieved my light they would ship a new one out. Fortunately my tank is lit by 4 kessils and 4 t5's so I choose to mail mine back and wait on a new one.
Long story short, I've posted the radion light up for sale and Kessil now has a customer for life. I'm glad to know that when you spend a premium for a premium product that there are still SOME out there that stand behind that product.
THANK YOU KESSIL!
Recently I sent in an ecotech Gen 4 XR30w and also a Kessil 360we light to each company under warranty.
So from day one Ecotech did not even return my emails and finally I just called and got an RMA number from them. Then I was told that unfortunately the light had water damage and that it would not be covered under warranty. Their solution was to give me a discount so I could purchase a new one for only $450 plus shipping. There obviously was no water damage but just a faulty product that they refused to replace. Anyway after paying them and waiting another week they sent me a new light and kept my power supply. So after another call I was finally able to get another power supply sent out. Thanks Ecotech.
Now for my exact opposite experience with Kessil. Within hours of submitting my email I was responded back too. I was then walked thru several troubleshooting steps and after still no luck I was told I had two options. I could pay a refundable deposit and they would ship me a new light same day and refund my deposit once they recieved my broken light back or they could email me a prepaid shipping label and as soon as they recieved my light they would ship a new one out. Fortunately my tank is lit by 4 kessils and 4 t5's so I choose to mail mine back and wait on a new one.
Long story short, I've posted the radion light up for sale and Kessil now has a customer for life. I'm glad to know that when you spend a premium for a premium product that there are still SOME out there that stand behind that product.
THANK YOU KESSIL!
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