Pegasus Lighting

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Customer placed an order with us on 7/9/2015. On 7/21/2015 the customer contacted us to request a replacement for one of his fixtures due to the fixture being defective.  We shipped out the replacement fixture to the customer that day.  The customer communicated to us "Thank you for...

your help making this process so pleasant." On 11/12/2015 the customer contacted us again asking us "What was the manufacturer warranty period for the fixture that he purchased?"  We responded that the manufacturer did not have a warranty for that fixture and that we had a 45-day return period.  This was the last communication that we received from this customer.  At no time did the customer communicate to us that he felt that his replacement fixture was also defective.  We did not learn this until he filed this complaint. Once I received the Revdex.com complaint that the customer filed I called him.  I spoke to the customer over the phone.  He communicated to me that on the morning he filed the complaint with us, he had first contacted the manufacturer of the fixture attempting to receive a replacement.  The customer communicated to me over the phone that the manufacturer "hung up on him."  After the manufacturer "hung up on him" he then filed the complaint against us instead of the manufacturer. When I spoke to the customer over the phone I told him that I would have a technical customer service rep contact him to determine if the fixture was indeed defective or if there was an issue with installation.  Our technical customer service rep felt that the fixture was in fact defective, so we contacted the manufacturer on his behalf, communicated that we felt the fixture was defective, and arranged for a replacement fixture to be sent to our customer. Thus, the customer is receiving a replacement fixture.  If the customer would have told us back on 11/12/2015 that his first replacement fixture was defective we would have been able to solve the problem at that time in a similar fashion. We were not aware that he had another defective fixture before he filed this complaint.  Either way, the customer is very happy with how we have handled his issue and is receiving a replacement fixture. Chris J[redacted]President & CEO, Pegasus Lighting

Review: Purchased a fixture from Pegasus distributor and in less that a year, the fixture and a subsequent replacement fixture failed. The distributor has refused to furnish a replacement.Desired Settlement: Replace defective lighting fixture

Business

Response:

Customer placed an order with us on 7/9/2015. On 7/21/2015 the customer contacted us to request a replacement for one of his fixtures due to the fixture being defective. We shipped out the replacement fixture to the customer that day. The customer communicated to us "Thank you for your help making this process so pleasant." On 11/12/2015 the customer contacted us again asking us "What was the manufacturer warranty period for the fixture that he purchased?" We responded that the manufacturer did not have a warranty for that fixture and that we had a 45-day return period. This was the last communication that we received from this customer. At no time did the customer communicate to us that he felt that his replacement fixture was also defective. We did not learn this until he filed this complaint. Once I received the Revdex.com complaint that the customer filed I called him. I spoke to the customer over the phone. He communicated to me that on the morning he filed the complaint with us, he had first contacted the manufacturer of the fixture attempting to receive a replacement. The customer communicated to me over the phone that the manufacturer "hung up on him." After the manufacturer "hung up on him" he then filed the complaint against us instead of the manufacturer. When I spoke to the customer over the phone I told him that I would have a technical customer service rep contact him to determine if the fixture was indeed defective or if there was an issue with installation. Our technical customer service rep felt that the fixture was in fact defective, so we contacted the manufacturer on his behalf, communicated that we felt the fixture was defective, and arranged for a replacement fixture to be sent to our customer. Thus, the customer is receiving a replacement fixture. If the customer would have told us back on 11/12/2015 that his first replacement fixture was defective we would have been able to solve the problem at that time in a similar fashion. We were not aware that he had another defective fixture before he filed this complaint. Either way, the customer is very happy with how we have handled his issue and is receiving a replacement fixture. Chris J[redacted]President & CEO, Pegasus Lighting

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

I ordered some light bulbs from them and they were just what I wanted. One of them burned out within the two year guarantee. I emailed Pegasus one time to tell them of the issue and they immediately sent me a new light bulb! They are friendly and easy to work with. I would recommend them to anyone!