Last night I finished the final touches on my fully planted second 75g tank and put the glass tops in position. I went upstairs to my bedroom to get the huge shipping box with the Current USA Orbit 4x65w lights. I had not opened it since receiving two of them on December 24th.
The first fixture is happily enscounced on my first 75g and I love it to death.
I opened the shipping box, grumbled at all those *#$%@ styrofoam peanuts, and took out the Orbit box. Excitement! As I started to open the Orbit box, small bits of black plastic started to trickle out.
My jaw fell.
The styrofoam holding the light in place was broken in several places. As I slid the fixture from the box, more black plastic came out. Once I had the entire thing on the floor, I just stared.
Every tube was smashed. The end that does not house the motor was smashed. There was glass everywhere.
I looked at the $209 set of lights and at my tank, full of water and plants, and wondered if I was doomed.
I cleaned up the plastic, poured the glass in the garbage and removed the broken tubes. Because the Orbit comes with 2x65w actinic bulbs, I had purchased 2 Sunpac replacments. I put those in the fixture and plugged it in. The fan would not come on, but the lights did. The second bank lights worked as well. My husband came up to inspect the damage, and, typical for him, he touched the fan and it started working.
So there I was. A tank full of high-light plants and a semi-working light fixture that is only putting out 1.7wpg. We carefully put the light over the tank and my husband made me promise to ONLY have it running while I was in the room and not to fill the second bank in case the fan stopped working. Since I'm always in this room, I promised
So I contacted Drs Foster and Smith. It has been over a MONTH since I received these lights and I never opened the shipping carton. Most companies won't even touch a situation like this. You know what they told me?
They are shipping me a new Orbit ASAP. They told me to keep the one I have so I can keep my plants alive until the new one gets here. Once I get the new one set up and running, I am to call them and they will have FedEx pick up the broken one. No charge to me whatsoever.
Now THAT is customer service.
I just had to share.
Roan
The first fixture is happily enscounced on my first 75g and I love it to death.
I opened the shipping box, grumbled at all those *#$%@ styrofoam peanuts, and took out the Orbit box. Excitement! As I started to open the Orbit box, small bits of black plastic started to trickle out.
My jaw fell.
The styrofoam holding the light in place was broken in several places. As I slid the fixture from the box, more black plastic came out. Once I had the entire thing on the floor, I just stared.
Every tube was smashed. The end that does not house the motor was smashed. There was glass everywhere.
I looked at the $209 set of lights and at my tank, full of water and plants, and wondered if I was doomed.
I cleaned up the plastic, poured the glass in the garbage and removed the broken tubes. Because the Orbit comes with 2x65w actinic bulbs, I had purchased 2 Sunpac replacments. I put those in the fixture and plugged it in. The fan would not come on, but the lights did. The second bank lights worked as well. My husband came up to inspect the damage, and, typical for him, he touched the fan and it started working.
So there I was. A tank full of high-light plants and a semi-working light fixture that is only putting out 1.7wpg. We carefully put the light over the tank and my husband made me promise to ONLY have it running while I was in the room and not to fill the second bank in case the fan stopped working. Since I'm always in this room, I promised
So I contacted Drs Foster and Smith. It has been over a MONTH since I received these lights and I never opened the shipping carton. Most companies won't even touch a situation like this. You know what they told me?
They are shipping me a new Orbit ASAP. They told me to keep the one I have so I can keep my plants alive until the new one gets here. Once I get the new one set up and running, I am to call them and they will have FedEx pick up the broken one. No charge to me whatsoever.
Now THAT is customer service.
I just had to share.
Roan
