Poor Service from Ultraleds.com

[nrbx]

I have been very happy with everything I have bought from ultraleds, perhaps it's just a bad batch?

I think the biggest issue with LEDs is manafacturers pushing them to their limits for value, halve the power and double the LEDs and the life will be hugely increased.

Either way power saving alone will pay mine off in 13 months, so here goes....

 

[maxi77]

I have been very happy with everything I have bought from ultraleds, perhaps it's just a bad batch?

I think the biggest issue with LEDs is manafacturers pushing them to their limits for value, halve the power and double the LEDs and the life will be hugely increased.

Either way power saving alone will pay mine off in 13 months, so here goes....

No the biggest issue with LEDs is UK suppliers not ensuring the stuff they buy is matches the quality they imply in their advertising. If it is a bad batch then Ultraleds should have done something about it rather than continue to sell the stuff to unsuspectin punters.

Like many others I in tend avoiding being part of any possible future bad patch for Ultraleds, as it seems they seem poor at dealing with their own mistakes, seen very rude to potential customers.

 

[steve6367]

This customer has received a full refund for his order (a few days ago) including postage.

Ultraleds, thank you for providing a refund and taking the time to read this thread - its not quite what I was asking for, but I can't complain as I am not now out of pocket.

It is a real shame that it took a post here to resolve this issue however. I was an existing customer who had not returned the many other units I purchased from you and really would have apreciated a full and helpful reply to my original enquiry. I am also still none the wiser as to what happened to the original units supplied to cause the problems and so not in a position to purchase any further units. All I can do for now is to keep running the 1 remaining unit I have and see how many hours that lasts for.

If you have any thoughts on the failures that you can share here or in an e-mail it would be much apreciated.

Steve

 

[Laurie]

Well, I wish I had found this thread before dealing with UltraLed. True, they have a wide range of products, quickly dispatched, and I have had several purchases with them, changing the interior lights on my Feeling 286 to LEDs, all without problem.
The problems arose when I came to change the halogen spots; although with their advice, managed to order the wrong replacements not once but twice. Also I was not able to try them out within UltraLeds 7 day returns period. So be it, in itself not a problem; but I did as a courtesy, inform them of the problem and that I was returning the incorrect items in the original undamaged boxes. I was not requesting a refund. I had no acknowledgement, but wrote again on posting the items, to which I received a poorly written, unsigned, abrupt note, telling me that they were beyond the 7 day return period.
That tone did annoy me, especially as I had an outstanding order. I wrote again, thanking them for safe delivery of that order, and asking whether they had safely received the return of my prior 2 orders. I have had no reply, nor had I yet asked for a refund, but at the very least, the courtesy of an acknowledgement would have been nice.
There are other suppliers.........

 

[Bosun Higgs]

I have received no reply to this e-mail and thought I'd ask the panel what they think - move on and chalk it down to experience? Or involve card company etc?

The whole thing is really disappointing, not only because I think they are wrong but there very short replies really don't give you any impression of customer service.

All thoughts gratefully received.

Steve

No - dont move on and dont involve the card company - its not their faulkt and if you do involve them then UltraLed will effectively get away with it. Much better ( and it will be an interesting little project) is to use the small claims court. Dont see how you can lose.

And incidentally I had the same snotty response to a problem that I had with them.

 

[macd]

...er, Steve had his problem two years ago...

 

[Rigger Mortice]

Bos'n,
It's an old thread. He got his refund two years ago when Ultraleds saw this thread.

 

[Laurie]

....mine is current.......

 

[Rigger Mortice]

Yes, and it's good that you have bumped it up again so that others are reminded of Ultraleds service.
I hope you get it sorted but it does look as if they have not mended their ways.

 

[Laurie]

Yes, and it's good that you have bumped it up again so that others are reminded of Ultraleds service.
I hope you get it sorted but it does look as if they have not mended their ways.

I won't hold my breath ! I think you are right......... strange way to carry on methinks....

 

[CreakyDecks]

It seems fairly clear to me that Ultraleds have a terrible attitude towards customers. No explanation at all of why these products, which are supposed to last "up to ten times as long", are failing within a few weeks. If there is no customer service and no apparent quality control, then I see no reason not to save money and get the much cheaper ones direct from the Chinese makers off Ebay.

 

[Laurie]

Just some common courtesy in their correspondence would have been nice. I hadn't actually asked for a refund.
(Although that would have been very acceptable!)

 

[hairbox]

Ultra leds this guy is a complete cock

 

[steve6367]

Was a shame to see this thread got activated again, I had hoped the customer service side would have improved by now! The 1 bulb I ended up with at the end of my original post is still working well (several hours a day) and so I can only assume I had a duff batch originally. Had they just been swapped out without fuss I would have been a very happy customer as all my other Ultraleds products before were good. I can't really understand the logic here as the short and rude replies would cost nothing to improve and would make a massive difference to customers perception of the company.

Steve

 

[Laurie]

Was a shame to see this thread got activated again, I had hoped the customer service side would have improved by now! The 1 bulb I ended up with at the end of my original post is still working well (several hours a day) and so I can only assume I had a duff batch originally. Had they just been swapped out without fuss I would have been a very happy customer as all my other Ultraleds products before were good. I can't really understand the logic here as the short and rude replies would cost nothing to improve and would make a massive difference to customers perception of the company.

Steve

Absolutely spot on.

 

[Bosun Higgs]

...er, Steve had his problem two years ago...

Yes Grrrrrrh! I do wish people would not bring dead threads back to life like that. Twice now I've been caught out and no, I dont intend to start reading every character on a whole thread before replying. Life is too short for that.

 

[CreakyDecks]

Yes Grrrrrrh! I do wish people would not bring dead threads back to life like that. Twice now I've been caught out and no, I dont intend to start reading every character on a whole thread before replying. Life is too short for that.

It is annoying when people resurrect old threads instead of starting new ones, especially as I get more senile!

 

[Laurie]

It is annoying when people resurrect old threads instead of starting new ones, especially as I get more senile!

Why, if it still current and therefore relevant? I certainly didn't mean to annoy anyone..............

 

[FishyInverness]

Laurie,
Don't see any problem with you resurrecting a previous thread to show how they haven't changed their ways! I think it references things well...though perhaps for the techno-wibbly out there, you could have started a new thread and referenced the link!

Regardless, how long had you had the LED's before you returned them? While I am no fan of the Distance Selling Regulations (They are a good consumer tool, but they went too far, they can actually easily put an ethically run, customer focussed small business out of business, by kowtowing to unethical consumers. But if you ever feel bored, go read the full terms and conditions of them, they beat retailers into the ground!) - in this case I think they would apply, I will steal Steve Clayton's post from another thread which you might find interesting:

"Under Distance Selling Regulations. (Not part of the quote, but this allows you to cancel an order within 14 days of receiving the goods, you must notify in writing within those 14 days) You are within your rights to request a refund of your monies and they are obliged to return your money within 28 days.

Worthwhile pointing out to them that it is in their interest to return your money promptly or you will hit them with this:

https://www.moneyclaim.gov.uk/web/mcol/welcome "

The moneyclaim thing is interesting, hadn't heard of it before now.

 

[Laurie]

Wow...what a fabulous response; I hope many others see this.....
My apologies if I'm more wibble than techno though.

As per an earlier piece, I had not asked for a refund (I may have hoped for a "gesture of goodwill, bearing in mind I had several orders....... rather than expected...) as I had the products, well one of the two orders I think, a month.
I could therefore have sold them or given them away to someone, but I thought Ulradongle may have appreciated having them returned as new/unopened.
But obviously not, as I received a somewhat curt and badly written email, and no subsequent apology for it.
Tant pis, so be it , more bad publicity and another lost customer....

Re the fabulous attachment re money claim...brilliant: this is I believe, on the back of Statutory Right to Interest legislation and 21 day Order forms (2.1 1066???) from law stationers.....little known but wonderful debt collection and late payment enforcement designed primarily to support prompt payment to private companies by multi nationals. Something I used to be involved with years ago, so now a little out of date.....

Good stuff. Thank you.