Buyer beware: 3-Tier HI Floralight
I received this unit, with the special bulbs, for Christmas 2006. It is the most expensive gift I had ever received. Since I like to start a lot of seeds, this unit is awesome. One problem, the quality of the fixture is questionable. For the cost of this unit, I am very disappointed with Lee Valley. The 4-bulb HI Floralight is the one I have. This year the unit is a whopping $749 + GST and the bulbs are extra @ 12 full spectrum bulbs for $179 + GST.That's $975 complete. Holy Smokers!
So, got it for Christmas 2006. Started it up Feb 2007. everything worked great, heavy duty construction. Bulbs were to last 10 years for home gardener. All was impressive. I have used it for 3 months at 16 hours per day in 2007. I have the fixtures plugged into a good surge protector and also a timer.
Feb 2008- started it up again and one fixture had a faulty set of 2 bulbs (middle 2 bulbs would not light, bulbs were good). I took the entire fixture back to Lee Valley and they replaced the fixture on the spot. Again used it 3 months at 16 hours per day for 2008
This year, another ballast is not functioning (the outer bulbs of one fixture) The bulbs are fine and I had tested it by switching them with the ones that lit up, so it is the fixture or ballast. So, took it back to Lee Valley. The Customer rep (with an arrogant attitude) told me they will only allow returns within 30 days. No warranty. I will need to buy a new fixture through a special order through Lee Valley. Oh and the manufacture is chosen by Lee Valley to build the Floralight brand so it it Lee Valley that you need to deal with. They have switched manufacturers recently. No offer to replace the faulty part in the fixture. Unacceptable! I wasn't getting anywhere with the pompous rep, so I asked to speak to the Manager. You would think that a product that costs that much would be have some warranty. the manager did not come out, apparently she would look into it and see if there would be something she could special order. Again, I would probably have to pay for it, since the unit was bought in 2006.
The documents that came with the unit has the manufacturer listed as Floralight. Phone number no longer in service. I called the Lee Valley 1-800 # and told my sad story. I was told that they have changed manufacturers and have a new mfg building the units. I questioned why they have the same brand Floraight in their most recent catalog. Lee Valley gets a mfg to build the Floralight units for them, so it is Lee Valley that you need to go thru for service. The rep from the 1-800 line is contacting the new mfg to find out if there is a replacement spare part or entire new fixture option. Because it is a different mfg, not all spare parts may be available. The new fixtures should fit in the old stand, hopefully. She said it would be resolved at no cost to me.
Anyways, we will see how this pans out. I am really disappointed with the way the Calgary store handled this. Perhaps some of the staff should go on a customer service training class before they are allowed to stand behind that counter.
This message was edited Feb 10, 2009 10:07 AM
Lee Valley Tools 3-Tier HI Floralight
Don't blame you for being upset. I think they should just give you a new outfit again. With new warranty. Lee Valley is really good on some things, price and quality, and WAY overpriced on some things, for what you can get elsewhere. It is usually just the smaller things that we are happy with.
I wasn't really angry until the guy made a comment that I should take home my faulty unit and use it as is until I buy a replacement fixture.
Still haven't heard anything from the 1800#.
Other than the faulty fixtures (ballast), I love the unit. I hope it's a simple part replacement and something that is sourced locally for future problems if any. I guess that' why the mfg of my unit is out-of-business.
Lee Valley 1800 called back & after checking with their new mfg, they determined that the part needed is a ballast, which they are sending me at no charge. I'm glad I insisted that they check which part needed replacement because she was originally going to send me the little clips that the light bulb is turned into. For future ballast problems, still need to go thru Lee Valley. She wouldn't give any spec out. Once I receive it, then I will be able to see if it available locally at an electrical supply.
What a frustrating process. Times are tough, so I will run my 4 bulb on 2 bulbs until I get my replacement ballast at no cost. Never did here from the Lee Valley store. I think I will not support their store in the future. If I want anything from Lee Valley in the future, I will do it on-line. The guy at the store was so rude and arrogant; I don't need to be treated that way.
Ugh sorry about all that frustration joanna! You know sometimes I think no one believes in customer service anymore......I hate dealing with rude people....
I hope it all works out for you.....
Ive never had anybody at Lee Valley be rude. Joanne you really should report that to the store manager! Or maybe go right up to the top and tell Mr Lee himself!
Lee Valley still sells the Floralight products. From what I was told, Lee Valley has another manufacturer making the items and they are name branded Floralight. It appears that it is Lee Valley's product because they will not give out the name of the new manufacturer, just comments that they have a new mfg making the Floralight products . I got a call back today and they are sending a new ballast. I asked what happens if there is another bad ballast and it's Lee Valley that will take care of it. So I think they own the name or something.
I guess I got a bad unit from the previous mfg since 2 ballasts have gone on different fixtures - one last spring & then another this week. The documents that came with the unit does not have any warranty info at all. All there is is a phone number that is no longer in service.
As for the arrogant dude, he happened to be the only one without a name tag, the receipt has picker #40. The Store Manager did not come out to talk to me when I had asked to speak to the Manager. The fellow that was helping me disappeared for quite a while and came back with a form to fill out a special order and said I would probably have to pay for a complete new fixture since it was past 30 days of purchase. I have not received any correspondence from the store, so I'm not sure that they were able to figure out how to get spare parts.
The ballast is a very expensive component and it should last on average 100,000 hours. I used the unit for 2800 hrs. It was an odd situation with the mfg change and would take a bit of work to figure out the part needed and where to get it. The biggest problem was the guy was terrible to deal with and the fact that the unit was and still is very expensive.
If you have one of these units or going to buy one, check it out the documents for warranty information.
the lady that helped on the 1-800# said that any future inquiries for parts & such for the unit goes thru Lee Valley.
Gosh Joanna, that is just terrible. Glad you persevered & were able to get the new ballast. I do not tolerate rude people very well. There is no reason for it. Hope you have no further problems. You sure do have a beautiful unit. Wish it was mine.
I think I bought my first hanging light about 24 yr ago & it is still doing great. Also have the two tiered & a few years ago bought the table model with the four bulbs, I think they are called high intensity. Boy is it ever heavy when you have to raise or lower the light. The first time I have ever had to change a bulb was about 5 years ago & I keep my lights on 16 hr a day.
I hope you have no further problems & grow lots of beautiful plants this year.
I have had one of these for maybe ten years without problems. I guess I was just lucky?
Theresa
I think they had a problem with one mfg, guess that's why they have a new mfg. Just got a bad unit. Hopefully their new mfg will have good quality product.
I would most definitely contact Mr. Lee himself, (or at least, customer service through the website.) I'm sure he'd be horrified to hear that a customer service person was being rude to customers! I've never had any problems returning products to them, no matter how long after purchase. If they stated the bulbs would last for ten years, then that is how long they will guarantee it. I returned a "lifetime watering wand" when it began to leak after about 4 years, and they sent me a new wand, with a request that I package up the old one in the same box, affix the postage paid coupon, and send it back - no cost to myself.
They really do stand behind their products. If you don't complain, how will head office know that this store isn't measuring up to their usual high standards?
Here's the web page with the "contact us" link, and their statement of their business policy:
http://www.leevalley.com/home/about.aspx?c=2
I spoke to the store manager yesterday. He had just got back from vacation and was unaware of the entire situation. Lee Valley is one of my favorite gardening stores as well and it's too bad that I let that jerk upset me. I'm sure it will be addressed. It's also too bad the guy didn't just tell me that the Manager would be back on what ever date and left it at that. Instead he let on that the manager would not come out to talk to me.
Well, it's easy to say "don't let jerks upset you," but when you are in that situation, with someone being gratuitously rude to you, it takes superhuman tolerance to not feel distressed. Sounds like you had good reason to be upset.
I'm just glad to hear it is going to be dealt with properly - for that kind of money, you deserve perfection, eh? :)
With so many people out of work, they certainly don't need to keep staff that aren't suitable.
And with so many people out of work, there is so much more competition for the dollars that are being spent, so making sure that customer service is excellent should be a priority with any business, now more than ever.
Glad you got it solved though, and many happy days with your new lights.
Got the new ballast in and everything is working fine.
I have a friend with the exact same problem Joanna. I may put her in touch with you.
It wasn't difficult to swap out, just looks a little intimidating with all the wires.
Whew I am glad it all worked out ok.....after all that!