So yesterday I have received the so long anticipated twinstar 1200sa. After wondering which light to pick I decided to take advantage of a small introduction discount of the new light.
But, unfortunately, It was a bitter sweat experience.
So I have received the light only to find out there was a big issue with the diffuser. So the plastic diffuser on my twinstar is 2-3mm shorter than the metal frame, rendering it prone to water infiltration and possible condensation within the diffuser. This can not only affect how light is diffused but most importantly, moisture can significantly shorten LEDs lifespan.
also an youtube video of the issue:
And, unfortunately, as that was not enough, my light came without protective plastics and with a cosmetic damage to it.
So as soon as I received it, I contacted Twinstar to arrange a replacement and to my surprise I was told they are out of stock. They were introduced less than a week ago.
I firmly believe this is obviously a manufacture defect that twinstar EU is not willing to address.
So to make matters worse, I just got an email from them saying that they are the brand most used in aquascaping, bla, bla, bla and are unable to replace my fixture since its currently out of stock. they then, basically, told me to either send it back and wait till end of February for them to be back in stock to purchase a new one (but since they will be more expensive and the introduction discount no longer applies, I would have to pay significantly more for it), or keep it as is.
I find it ridiculous that a 479.99€ fixture (price will increase) presents such manufacture defect and twinstar is not willing to address the issue accordingly.
They are willing to sponsor shops, events and aquascapers, but can´t as a gesture of good will and great customer service, replace an obvious manufacture defect from a client that actually paid for it.
I am speechless on how they are treating customers and firmly believe that is how a brand loose clients.
Can you guys please confirm you don't have such a gap on your light fixtures? and that legs on the "sa" versions don't come wrapped on tissue paper?
But, unfortunately, It was a bitter sweat experience.
So I have received the light only to find out there was a big issue with the diffuser. So the plastic diffuser on my twinstar is 2-3mm shorter than the metal frame, rendering it prone to water infiltration and possible condensation within the diffuser. This can not only affect how light is diffused but most importantly, moisture can significantly shorten LEDs lifespan.
also an youtube video of the issue:
And, unfortunately, as that was not enough, my light came without protective plastics and with a cosmetic damage to it.
So as soon as I received it, I contacted Twinstar to arrange a replacement and to my surprise I was told they are out of stock. They were introduced less than a week ago.
I firmly believe this is obviously a manufacture defect that twinstar EU is not willing to address.
So to make matters worse, I just got an email from them saying that they are the brand most used in aquascaping, bla, bla, bla and are unable to replace my fixture since its currently out of stock. they then, basically, told me to either send it back and wait till end of February for them to be back in stock to purchase a new one (but since they will be more expensive and the introduction discount no longer applies, I would have to pay significantly more for it), or keep it as is.
I find it ridiculous that a 479.99€ fixture (price will increase) presents such manufacture defect and twinstar is not willing to address the issue accordingly.
They are willing to sponsor shops, events and aquascapers, but can´t as a gesture of good will and great customer service, replace an obvious manufacture defect from a client that actually paid for it.
I am speechless on how they are treating customers and firmly believe that is how a brand loose clients.
Can you guys please confirm you don't have such a gap on your light fixtures? and that legs on the "sa" versions don't come wrapped on tissue paper?