DG Lights Inc

This repair came in originally December 2015 it was repaired and sent back out despite the fact that Mr. [redacted] voided the warranty by installing the fixture in a manner that water leakage occurred. Additionally, he exposed the electronic components on the fixture by shaving down the epoxy...

that protec[redacted] them. Despite this we fixed Mr. [redacted]'s two (2) fixtures and sent them back. About a month after receiving them, I rec'd a phone call that based on the new repairs he was having difficulty re-installing. I proposed ways of handling his difficulties on site but declined and reques[redacted] to send the fixture back to us so we can fix for him. We rec'd the fixture and were attempting to locate electronic parts that would work for the application required by Mr. [redacted]. These electronic components are not stock items. Typically there are long lead times and ordering a qty of two is just not possible. Nevertheless, we were working on Mr. [redacted]'s behalf to find a resolve. During one of many conversations with Mr. [redacted] I mentioned that it was going to take a much longer time than usual because of the situation, he asked how long and told him about 2-3 weeks. He agreed to wait. Unfortunately, the two to three weeks was extended out because a resolve had not come to fruition under the originally quo[redacted] time. At this time I spoke with Mr. [redacted] and he agreed to the original fix that was recommended during our first communication. I told him that we would work on getting this out to him as soon as possible. Which we did USPS tracking [redacted]. Mr. [redacted] has not been charged for any repair work, despite voiding the warranty. All service work and product has been provided at not cost. Our warranty does not guarantee a specific timeframe of when warranty work will be complete. Repairs are handled as resources and supplies are available. Mr. [redacted] is free to contact us directly, we don't have caller ID that notifies of the name of the person calling. We can only see a number, which we would have no idea who that person as we don't have numbers memorized. The issue is we don't have a fulltime receptionist to answer the phone but do pick up messages throughout the day.

I just received notification of this complaint yesterday 06/15/2016. I don't doubt that prior notification was sent however, I am just seeing this for the first time. Mr. [redacted]'s fixture was repaired and sent out to him on 05/20/2016 (UPS tracking # [redacted]). He filed a claim with his...

credit card company and therefore we are not able to provide him with the new fixture he ordered because at this time the order has been voided from the system due to the chargeback filed. He claims that he did not receive responses. I believe this not accurate. I spoke to Mr. [redacted] and informed him that his order was being worked on and the repairs also. Our company no longer works directly with homeowners (we sell through distribution) like Mr. [redacted], but because of our longstanding relationship we honored his request.  Mr. [redacted] did not pay for any warranty work. This work was provided at no cost. Our warranty does not state that fixtures will be fixed within a specific timeframe. We work and handle repairs as they come in and supplies are available. This is a free product and service. I phoned Mr. [redacted] today to address his complaint and address any other concerns, which he proceeded to insult the co-owner, myself and the company. He ultimately hung-up on me. At this time I believe the matter has been addressed.