ComplaintsforW.A.C Lighting Co.

• Initial Complaint

  04/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased over $9,000 in WAC spotlights from Suffolk Designer Lighting in *********** approx 4 years ago. The lights have been failing over the years and are not working as designed. We noticed there was a warranty from the manufacturer and have been in contact with them for over 5 months now. Every time we call they put another stipulation in the way why they wont cover the (15) lights we want a replacement on. They keep making excuse after excuse. Finally 2 weeks ago their customer service **** said we will only replace with the original invoice nothing else is acceptable. We contacted our contractor who found the original proof of purchase. We sent this in and now WAC is saying oh sorry the company you bought them from went out of business so we cant help you. It is extremely poor service and they refuse to stand behind their written warranty. The warranty legally is with the manufacturer not the re seller. We are asking you to step in before we file suit in small claims court for failure to honor their written warranty. These lights internal components including the lamp are fully defective and do not work.

  Customer response

  05/15/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by W.A.C Lighting Co. regarding complaint ID ********.
  
  Sincerely,
  
  *********************
  

  Business response

  05/24/2023

  The customer who filed the complaint had been pursuing a warranty replacement and the distributor who they purchased from was out of business, and had in fact purchased from a different distributor of ours, of which we had no record.  After some digging, we figured it out, I tried reaching out to the customer on Thursday 5/11 using the listed phone number and then by email on Monday 5/15 using the listed email.  I reached *** ****** – we talked through the issues at hand, and we agreed that I would ship him out replacement units.  I shipped out 25 trackheads (more than requested, to get ahead of any future issues) and issued return labels for the defective units. 
  
  The replacements shipped to him by *** tracking # ****************** on 5/18, delivered on 5/19 to the requested address. At this point – I believe the customer is satisfied with the resolution.  
  ****** ******* *** **
  Director of Sales Support

• Initial Complaint

  12/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased three Interlace pendant lights from the *** Lighting store on ****** on September 9, 2021. On November 12, 2021 I had my electrician come to install the lights. Two of the three were installed without incident. The third was shipped with a stripped ***** in the top plate. This made it impossible to separate the plate from the mounting and install the light. He showed it to me as soon as he pulled it out of the box. I immediately called ****** who informed me I needed to deal with *** directly. That same day I called *** and was given an email address ********************************** to send the ****** invoice and a photo of the defect to. I did so on 11/12. The automated response noted I would receive a response within 24 hours, or the next business day if a Friday. On Wednesday, 11/17 I still hadnt received a response so called and was told I would have a response within 24 hours. I still hadnt received anything by 11/19 and sent a follow up email that day. I called again and followed up on Monday, November 22. Finally, at the end of the day on the 22nd I received an email saying my claim had been denied because it wasnt a defect but a stripped ***** and it was my responsibility to fix it. I was provided with a link to a ******* video on removing stripped screws. I responded the same day indicating that I should not be responsible for risking damage to the plate, ***** or light because they shipped it to me with a stripped ***** In spite of numerous phone calls and emails I have not received an email since the one with the ******* video link on 11/22.It is absurd to think that I am responsible for purchasing a special tool to remove a stripped ***** in a brand new light that *** shipped to me. If myself or my electrician had caused it, fine, but we did not. It arrived damaged, and I should not have to try to figure out how to fix it at the risk of damaging the item. This light needs to be replaced now.

  Customer response

  12/03/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

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