Ati Dimmable not working ReefGeek wont help

[mordibv]

for your information he told me to unplug it for 15 hours, if that did not work then I had to call Ati period! So no he was not standing by his product, I would like to know how you would feel if you just spent 600.00 on a light that lasted a little over 5 weeks. Maybe it isn't his responsibility but he never said he would take care of me, I live in newhampshire, there are many places I could have bought that light from, and I would have received it a lot quicker also. But I thought that they would stand by the products they sell, that is the only reason for getting this light from them. I have spent thousands on my reef tank always trying to get the best of everything, and I will always be that way, I consider myself a good customer, so he just lost me as a customer . I see it as his loss not mine.

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Like I stated earlier , I expressed empathy on your behalf and indicated the "my shoes thing "..BTW for FWIW spending thousands on a reef tank means nothing when u run into a problem and ask for help or advice but fail to have an open mind .
I don't know how many times I bought something and didn't read the directions first and got myself in a kink .
Glad you are getting it resolved .

 

[ReefGeek-Greg]

Hello salthobby & Other BRS Members,

First of all let me start of by saying we would have responded much earlier had it not taken almost a full week for our BRS account to be approved by the administrators of the site.

Now to the issue at hand…

First of all, I understand you are frustrated that your light fixture is not working. I would be too. And as we spoke about on the phone, we have the same goal which is getting a working light fixture over your aquarium in the fastest and most efficient way possible.

Second, at no time did I or any of my employees we say we would not help. That is simply UNTRUE and the title for this thread and some of the comments made border on defamation. We simply asked you to do some basic troubleshooting to try and get your current light working again. Nothing more, nothing less. Again at NO TIME, did I or any of my employees say we would not help.

Finally let’s not sugar coat, ReefGeek is a small business and ‘salthobby’ and the others who have piled on have hurt my business and taken real money out of mine and my employees pockets. Please remember we are no different than most of you on this forum and have families to support and bills to pay just like everybody else. I can only hope in the future that ‘salthobby’ and others on this forum will take a moment to consider their actions before posting as their words do have real negative impacts on real people.


Warmest Regards,
Greg @ ReefGeek

 

[Bobbofin]

Hello salthobby & Other BRS Members,

First of all let me start of by saying we would have responded much earlier had it not taken almost a full week for our BRS account to be approved by the administrators of the site.

Now to the issue at hand…

First of all, I understand you are frustrated that your light fixture is not working. I would be too. And as we spoke about on the phone, we have the same goal which is getting a working light fixture over your aquarium in the fastest and most efficient way possible.

Second, at no time did I or any of my employees we say we would not help. That is simply UNTRUE and the title for this thread and some of the comments made border on defamation. We simply asked you to do some basic troubleshooting to try and get your current light working again. Nothing more, nothing less. Again at NO TIME, did I or any of my employees say we would not help.

Finally let’s not sugar coat, ReefGeek is a small business and ‘salthobby’ and the others who have piled on have hurt my business and taken real money out of mine and my employees pockets. Please remember we are no different than most of you on this forum and have families to support and bills to pay just like everybody else. I can only hope in the future that ‘salthobby’ and others on this forum will take a moment to consider their actions before posting as their words do have real negative impacts on real people.


Warmest Regards,
Greg @ ReefGeek

Thanks Greg! As an employee of a small distributor in a differant industry I can surely agree with you. Sometimes a customer, and I'm not specifically calling out "salthobby" but customers in general, have a habit of flaming every person; manufacturer, retailer and everyone involved thinking they will get better customer service doing so. The exact opposite is true. When a customer with food warmer has a heater element go bad and I'm doing to best to help him, get the parts, get him up and running and he calls the manufacturer, food distibutor co-op and my other customers to flame us my company and me we go into "screw you" mode for this call and future calls. We'll still service you but our response time will go down to a crawl. Thank you for your response Greg, your views represent not just this situation but what I've experienced since being in the field service induustry since 1984.
I too had an issue with my ATI dimmable Sunpower this week. Lights in slot #4 & 6 of channel 2, #1, 3, 4 & 6, would not light. I used the trouble shooting videos online determined one of the dimmable ballasts were bad and emailed ATI. Before I even had a chance to stop by the retailer, Aqua Addicts in Salm NH, I received an email from ATI North America stating that a new dimmable ballast was already on it's way to me with video instructions on repairing. This is great customer service!

 

[salthobby]

That light was delivered to my home on Feb 25, I posted on this forum on april 1st. I had this light in my possession for 36 days . I am 6 days or so from the retailers warranty. I am sorry this has gotten so out of hand but feel it could have been resolved differently.

 

[JohnK]

Sounds like a frustrating situation where maybe the lines of communication got a little tangled. In the end it sounds like it was something that needed to be handled by ATI anyway so it's hard to say what else Greg/reefgeek could have done better. I know he's been super helpful whenever I have dealt with Greg, but then again if I had a problem with a high end / expensive piece of equipment like that I'd probably be pretty pissed no matter who I bought it from or how well they responded.

Sorry for your frustration...

 

[Bobbofin]

Recieved my new ballast today. They shipped it out Thursday, the same day I spoke to them. This is great service!