Conrad S. on BirdEye
9 months ago
02/04/2021, 17:54 PM
This problem wasn't caused by COVID-19 delays.
I ordered a box of 12 PAR (built-in reflector) lamps. They arrived, but 2 of the 12 were defective. I blame it on poor packing. The manufacturer supplies them in a case of 12; Interlight shipped it in that same case with no additional material to absorb shocks during shipping.
I reported this to Interlight, and was challenged. I should send photos, Joey said. Photos of what, I asked. They're light bulbs! The glass is intact, but the filaments are broken. Joey asked for a close-up shot of the filaments. That's not possible since the lens is not clear, I explained. Again Joey challenged me. How do I know the filaments are broken? I explained how I tested with an ohmmeter and it read infinity rather than 7 or 8 ohms. Did I try plugging them in, Joey asked. Sure, but they don't work. After five email cycles, Joey still refused to believe me, and told me to return them. I complained that I don't like being called a liar. That's when Levi stepped in. No, he wasn't calling me a liar, Levi said. It's company policy that defective products be returned. But the cost of returning them is almost the cost of the broken bulbs, I countered. Don't worry, Levi said, if they were indeed defective, I would be reimbursed the cost of returning them, and they would send replacements. I very much resented that Interlight did not believe me, but if they were willing to pay for my sending them back, OK. So I sent them back.
To their credit, they did ship me two replacement bulbs, but what about the reimbursement for my shipping the broken bulbs back? And so we started a new argument. No, we never reimburse shipping, Amber says. I quoted the exact sentence where Levi promised to reimburse my shipping, "If once you send the bulbs back and we determine they were defective you will be reimbursed for your shipping to us and a replacement will be issued for your bulbs." Oh, no, Amber insists, "there is a huge miscommunication. We do not ever reimburse for shipping costs".
And so there we are. Are they cheats? Are they liars? Are they just incompetent? You decide for yourself. I claim they are all three.
Note that I am not angry that 2 bulbs were bad. Mistakes happen, especially when stuff is shipped across oceans from China. Light bulbs are fragile, but Interlight's business is light bulbs! They know they are fragile. They know how to check them, how to handle them, and how to pack them. And they know how to stand behind their product. But they don't. Instead they challenge my statements. What I'm angry about is their treating me as, at best, a fool, and at worst, a cheat.
Take your business elsewhere. There are lots of NOS (new old stock) PAR bulbs on eBay, made in the USA in the 1990s by GE and Sylvania, and the sellers back them up. Why pay to be abused and lied to?