ComplaintsforOsram Sylvania Inc.

• Initial Complaint

  02/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 2/24/24 I placed an order with Amazon for 2 headlights for my 2018 dodge journey car. The headlights that was purchased was a SYLVANIA - 9006 SilverStar Ultra - High Performance Halogen Headlight and a SYLVANIA 9005 SilverStar Ultra Halogen Headlight Bulb, 1700 Lumen, Black. The 9005 light arrived a day or 2 before the 9006 light. When the 9005 light arrived I noticed it was broken so I reached out to Sylvania to let them know and they said no problem since you just got the light your well within your 1 year warranty so we will replace it and send you out another one. A day or 2 later I received the 9006 light and that one was also broken. I reached out to Sylvania again to let them know what had happened and to let them know that both lights were originally purchased on the same day and that one arrived broken. After going back and fourth with Sylvania for a day or 2 they told me that they cant replace the 9006 light bulb. That doesnt make sense to me because it is their product and its not working. Im still within my 1 year warranty for the 9006 light just like I am with the 9005 one. I dont understand how they will send the 9005 light out with no problem but wont send out 1 more 9006 light. Their policy clearly states that it can be replaced within the 1 year warranty time frame. It hasnt even been a week and I will like the 9006 bulb replaced under the warranty for that light.

  Business response

  03/14/2024

  ************* first contacted us on February 26, 2024, to report that she had just received and installed a 9005 headlight that she had purchased from Amazon.com and the lamp wasnt working. She wasnt able to provide a copy of the receipt but sent us a photo of the packaging from our 9005 SilverStar ULTRA and a photo of a broken lamp. We sent her a pair of replacement lamps as a courtesy and informed her that proof of purchase from an authorized retailer/reseller would be required for future warranty replacement requests.
  
  On February 27, 2024, ************** contacted us again, this time reporting that she had just received and installed a 9006 headlight that she had purchased from Amazon.com and the lamp wasnt working. She provided a photo of a broken lamp and screenshots of an order acknowledgement from Amazon.com which showed that the 9005 SilverStar ULTRA lamp was purchased from a seller named Better Price For You LLC and that the 9006 SilverStar ULTRA lamp was purchased from a seller named **************. Neither of these companies are authorized resellers of our products so we explained to ************** that her purchase didnt qualify for warranty replacement and that she should contact the seller for support.
  
  Our warranty states:
  
  The product must be purchased from an authorized SYLVANIA reseller to qualify for a warranty replacement. Private sales are excluded. Purchases from online auction sites are not covered. **** (as well as other online auction sites) are consumer to consumer marketplaces lacking quality control guidelines and expertise.Purchases made on **** must state the seller as sylvania_automotive in order to be considered an authorized retailer. Purchases made on Amazon.com must state: ships from and sold by Pattern in order to be considered an authorized retailer.  
  
  The full details of our warranty can be found on our website at *****************************************************************************************;
  
  We work closely with our authorized resellers to ensure proper handling of our products. The concern with unauthorized resellers is that we have no way of knowing how the products were obtained originally or how theyve been stored or handled since leaving an authorized reseller.
  
  We recommend that ************** continue to try to work with the seller or that she reach out to Amazon.com directly for additional support. 

  Customer response

  03/14/2024

   
  Complaint: 21363526
  
  I do not accept the business's response as a resolution to my complaint because: [I dont understand how the 9005 light was replaced with no problem and the next day I received the 9006 light and it had the same issue yet that one cant be replaced. I could see if I was asking for another 9005 after you all replaced it the first time but Im not. Im asking for a 9006 light because it does not work. Its clearly a product of you alls I dont understand why the 9006 light cant just be replaced one time like the 9005 was.]
  
  Sincerely,
  
  ***********************

  Business response

  03/15/2024

  Replacement product was provided for the 9005 because it hadnt been disclosed that the product was purchased from an unauthorized reseller. We informed the customer when the 9005 replacement product was processed that proof of purchase from an authorized retailer/reseller would be required for any future warranty replacement requests. Since the 9006 wasnt purchased from an authorized retailer/reseller,this purchase doesnt qualify for warranty replacement.

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