Light Harmonic

I am rejecting this response because: As stated in my original issue and complaint, I am no longer looking for a repairDue to both poor product and support quality, I am looking for a refundThank you

Dear ***, Thanks for your detail informationWe just got your unit in our lab and we will start the testing process to verify the issues you haveSorry for your inconvenienceAnd we will contact you through our ticket system to have a good log thereThanks,

Hi, [redacted] *** We just got your DAC unit TODAYAnd we will start the testing process and let you know how we will fix it very soonWe will use ticket system to keep the communication and log with youThank you!

I am rejecting this response because: The complain is not closedI have sent the unit back as instructed by LH Labs' replyThe UPS tracking number is [redacted] , and it should arrive at LH Lab's facility by End of Day Monday, Mar 13, Please provide a time frame when I can expect a refund, and I will close the complaint after a refund is received.Also, the condition of the unit has worsened when I tested it again before sendingIt is now stuck in "Toslink -6.00" and it won't even to the remote control anymore

Please close this complaintThe seller just provided the refundThank you

We have had some changes made internally with operations and have picked up our RMA process. Your replacement unit will be shipped as it is under warranty. I do apologize for this delay and thank you for your continued support. Light Harmonic Technical Support Team.

I am rejecting this response because: I am keeping this channel open until the issue is satisfactorily resolved and refund is receivedAnd I am inclined not to rely on the ticket system which had failed me beforeThanks

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me

We are in the process of getting this handled within our ticket system at Light Harmonic. This will result in a equally satisfied result for both the consumer and Light Harmonic.

We have had some changes made internally with operations and have picked up our RMA process. Your replacement unit will be shipped as it is under warranty. I do apologize for this delay and thank you for your continued support.  Light Harmonic Technical Support Team.

Thank you for your time, Yes we will issue an RMA for your unit. Please ship to the follwoing address:  LH Labs Repair Department.RMA#[redacted]Roseville CA, 95678USA Upon receiving the unit we will address all refund concerns based on the findings of the...

unit. All the best,

I am rejecting this response because: As stated in my original issue and complaint, I am no longer looking for a repair. Due to both poor product and support quality, I am looking for a refund. Thank you.

I am rejecting this response because: The complain is not closed. I have sent the unit back as instructed by LH Labs' reply. The UPS tracking number is [redacted], and it should arrive at LH Lab's facility by End of Day Monday, Mar 13, 2017. Please provide a time frame when I can expect a refund, and I will close the complaint after a refund is received.Also, the condition of the unit has worsened when I tested it again before sending. It is now stuck in "Toslink -6.00" and it won't even to the remote control anymore.

Hi, [redacted] We just got your DAC unit TODAY. And we will start the testing process and let you know how we will fix it very soon. We will use ticket system to keep the communication and log with you. Thank you!

Dear [redacted], Thanks for your detail information. We just got your unit in our lab and we will start the testing process to verify the issues you have. Sorry for your inconvenience. And we will contact you through our ticket system to have a good log there. Thanks,

Please close this complaint. The seller just provided the refund. Thank you.

Review: I purchased a product of theirs called the [redacted]. This product began to exhibit problems approximately 2 months after taking delivery. The issues escalated to the point that the product was no longer operational. Being still under warranty I contacted Light Harmonic's support and after several weeks of emails it was determined that an RMA should be issued so my unit could be fixed under warranty. Having established that however all communication abruptly ceased before the RMA was actually issued. I have tried multiple times to contact the support person that was assigned to me and also to create a new support ticket. New support tickets were closed with no communication as to why. The last time I had any contact from Light Harmonic was on February 19th when [redacted] from technical support said he was meeting with his manager the following day to discuss issuing my RMA. I have heard nothing since and all attempts at communication have failed. I still have the [redacted], but it is not operational.Desired Settlement: I would ultimately prefer a refund for my defective unit. Honestly, due to the lack of communication from this company I am afraid at this point that if I am successful in getting the RMA issued and send my unit in for repair that it will take an inordinate amount of time to get it back. I can no longer trust that this company will do what it says so I'm afraid having the unit repaired is no longer satisfactory. The quality of these units is suspect so a replacement is not acceptable either.

Business

Response:

We have had some changes made internally with operations and have picked up our RMA process. Your replacement unit will be shipped as it is under warranty. I do apologize for this delay and thank you for your continued support. Light Harmonic Technical Support Team.

Review: I received a defective Geek Pulse Xfi from light harmonics.The product was not properly tested and upon plugging it into my speakers, it created popping sounds and my the left channel of my $4000 speakers' woofer vibrate violently.This has inadverdently damaged the left speaker.I have since highlighted this to the vendor and it has totally ignored this issue.Instead they made me rma the product, and before I could clarify anything they closed the ticket and sent me the product back (which I have not received).I have on several ocasions highlighted that the product had damaged my speaker, but the company choses to ignore it.Very disappointed as the company took no effort to compensate me for my damaged speaker caused by an unproperly tested product.Desired Settlement: To pay for the fees of my speaker repair.

Business

Response:

We are in the process of getting this handled within our ticket system at Light Harmonic. This will result in a equally satisfied result for both the consumer and Light Harmonic.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: Through [redacted] back on November 6, 2013 (URL: [redacted]), I originally purchased a "[redacted]" - throughout the first half of 2014, paid additional monies to "upgrade" the unit to a "[redacted]" Dates as to when the product was to be provided to those who ordered, over the past 16 months have changed from "a few weeks" to, well, whenever the team decides to give the team an update. As you can see via their forum - [redacted] - this is an issue for literally hundreds of people who have spent money in good faith, only to be provided, well, nothing. I know I'm probably out close to $2000 on stuff purchased in good faith by this company.Those who have gotten anything have experienced nothing but problems, and LH Labs have done very little with regards to customer service, and all the people who have spent all this money have received so far are empty promises. I'm tired of waiting, and I'm tired of the lies. I'm tired of the hemming and hawing. I want all of my money back so I can fianlly be rid of dealing with this "company", and I use that term quite loosely.Desired Settlement: At this point, I'd like all of my money back - every single penny - that I paid to LH Labs for all of the devices that I really doubt I'll ever truly get.

Business

Response:

This customer participated in our [redacted] crowdfunding campaign for [redacted] Desktop Headphone Amplifier & DAC. Through the campaign he pledged money toward a product that had not yet been developed, thus, the wait time for final completion and delivery. Throughout the entire project, we've provided over 100+ project and delivery updates to our backers and have provided a tracking tool that allows them to see where they are at in the queue for shipping of product. We also have a customer support system that allows project backers to reach out and communicate with our team directly to check and update their product confirmations and shipping status.

Consumer

Response:

I am rejecting this response because: Although, as mentioned to [redacted] on the phone today (March 17th) they have this support, the communication as to where this project is has been spotty at best. There are postponements without explanations, the customer service staff (from my own experience) just seems to be placating, not actually getting to the root cause and fixing the issues that have so many of us (not just me) disgruntled and disappointed. if he were in my shoes, he probably would be as (quite frankly) disheartened at the way this was going on. In my conversation with [redacted], I've mentioned that in reality I have no idea where my things are in the process. One seems to be in development (and forgotten about, at least from the lack of hearing of it), and he agrees that communication from their side needs to be better. Perhaps if after sixteen months and countless delays (not to mention times given with no real thought as to how all of this impacts the end user) that what was promised can't arrive without clear and open/honest communication stating what is going on (which wasn't the case when they were asking for my money - always available then!), this whole process wasn't done with much foresight as to putting their customers first.

Consumer

Response:

Consumer states that the business has contacted him directly and sent him the requested item.

Review: My complaint against LH Labs is for fraudulent advertising. LH Labs opened a crowd-funding campaign in Spring 2014 on the [redacted]. The [redacted] was advertised as a high-resolution digital audio player. When the campaign opened in ~April 2014, the "Story" section on the [redacted] site presented the [redacted] in the present tense implying that LH Labs had some sort of working prototype for the player. This section was complete with graphs and pictures and even had links to videos showing people listening to something that was supposed to be the [redacted]. The player was billed as a no-compromise portable music player; here is the link to the web-site: [redacted]. The campaign was "open" through about mid-July 2014. The [redacted] was initially offered in about 5 different versions, with tables showing features and specifications for each version. However, during the campaign, LH Labs decided to offer a series of perks to upgrade various aspects of these 5 basic versions; "stretch goals" were placed during the campaign which led to marked increases in the funds raised for this product. To date, this campaign has raised US $1,665,254 which was 3479% of the original goal set by LH Labs. According to their site, the campaign has 9563 backers. LH Labs told us the players would be delivered in March 2015; needless to say they missed the delivery date. Further, they have subsequently posted delivery dates for July 2015, December 2015, and February 2016. They have missed all these dates. A new updated delivery date has not yet been posted. We now know by LH Labs own admission that they still to this day do not even have a functioning, independent prototype of a basic [redacted]; this is almost 2 yrs after the start of the campaign. Their campaign was clearly outright deceiving and full of lies/untruths. Many people have been hurt financially due to LH Labs dishonesty and fraudulent advertising.Desired Settlement: Although I would like to believe that LH Labs could eventually live up to their promise of a delivery, their dishonesty and fraudulent advertising practices leave me with little confidence that I can trust the quality of the product. Their customer service has been abysmal and members of the organization have been overly condescending and rude to customers. I have invested US $619 in this product. Since no realistic completion or delivery date is in sight, I would like to receive a refund.

Consumer

Response:

I am writing to you re: my complaint against LH Labs (Revdex.com [redacted]). The company gave me a complete refund ($688.00) to cover the cost of the [redacted] ($619) and the earphones ($69) that were ordered over 15 months ago. Therefore, I have received the refund I requested, so, in essence, LH Labs and I reached a mutually agreed upon solution to address my complaint. I do hope you all will continue to keep your eyes on this company because of their patently fraudulent and misleading advertising practices. Thank you for all your help and please keep up the great work.