Lutron Electronics

Jun 4, 2014
Lutron has contacted [redacted] and discussed the matter. We do not know the root cause of why the 2 dimmers he bought did not work after being installed, but we have agreed to send to him via [redacted] next day air two replacement controls. They were shipped to him on...

6/4/2014.If he has any difficulty with installing the two controls he has a direct contact on the Engineering quality team for support over the phone if needed.If you should have any questions or concerns, please do not hesitate to contact me.

Since receiving the complaint forwarded by the Revdex.com, we contacted the consumer and are working with him to resolve his issue.

Review: I ordered Lutron shades to be installed in my unit at [redacted] in [redacted] through an authorized Lutron installer. When the shades were installed, there was a pair of windows which were at an angle to each other and due to the way the Lutron products are designed, the shades on both windows were not covering the windows fully (there was a gap between the shades and the windows on both sides of the angle). The installer customized the bracket and was ablt to reduce the gap but not eliminate it. I wanted one of Lutron's engineers to brainstorm with the installer to see if they can do something to fix the issue. I called Lutron customer care and they gave me [redacted]'s number and asked me to talk to him. I left him 2 voice messages but he never bothered to call back. I called Lutron customer support again and this time they gave me [redacted]'s (Midwest Area Manager) number. I spoke to him and he said he was aware of the issue from another previous installation in the building. I mentioned to him that I would like a Lutron engineer to have a look and maybe propose a solution since a shade that does not cover the window is a product that is not doing its job. In addition, there were a couple more issues I wanted the engineer to look at. He said he will discuss this with the installer and [redacted] and get back to me. I did not hear back from him for 2 weeks. I called him and left 2 voice messages but he didn't bother to call back either.

So, forget about the issues a customer is having with your products, forget about trying to find a solution, you don't even bother to return their call? This is just terrible customer service and not something I expected from Lutron. I paid a premium for their product (which does not serve its purpose) with the understanding that I am paying for the best product in the market and great customer service. I guess I was wrong on both accounts. Post sale support aside, they did not even have the basic courtesy to call back their customer, even after I left them multiple voice messages.Desired Settlement: One, I would like an apology from Lutron for the lack of courtesy they have shown to their customer. And two, I would like a Lutron engineer to evaluate the issue and provide a fix so that their product can serve its purpose. In addition, there are a couple of more issues I would like their engineer to look at.

Business

Response:

November 1, 2013

Dear **. [redacted],

In response to your letter dated 10/23/2013 with ID number [redacted],

Lutron wishes to report that it is successfully resolving the complaint filed by a purchaser of one of our products. We have contacted the customer with a proposed resolution plan and he has confirmed that he is satisfied with such plan. As Lutron’s number one principle is “Take Care of the Customer”, we regret his initial dissatisfaction. Lutron’s esteemed reputation has been built on quality, innovation, and above-all - service to our customers. It is our strong desire to avoid any customer dissatisfaction, but when it happens, we act quickly to correct it in accordance with our principles.

Best regards,

Consumer

Response:

**. [redacted],

I was indeed contacted by **. [redacted] from Lutron. We discussed a resolution plan to address the issues I was encountering and since then they have taken some exceptional steps towards that end. They flew out one of their principal engineers from Pennsylvania to [redacted] to assess the situation and address my concerns. They have also provided some options to mitigate the problems, which I will review this week.

Review: I bought two of your lutron c.l dimmer and the problem is that when I set the dimmers up they didn't work at all and I wasn't happy with this and I am not happy with the companies products and I would like to be reimburse or have replacments sent to me please and thank you so very much once again I am a regular buyer of the companies products and was not happy with this thank you for your timeDesired Settlement: I would like a refund sent to me or a replacements sent to me please and thank you

Business

Response:

Jun 4, 2014Lutron has contacted [redacted] and discussed the matter. We do not know the root cause of why the 2 dimmers he bought did not work after being installed, but we have agreed to send to him via [redacted] next day air two replacement controls. They were shipped to him on 6/4/2014.If he has any difficulty with installing the two controls he has a direct contact on the Engineering quality team for support over the phone if needed.If you should have any questions or concerns, please do not hesitate to contact me.

The system is severely over-priced and prone to repeated hardware malfunction.