A couple of years ago I purchased a foreclosed home with a nice circular drive way.in the drive way there were three pedestals with one electric light on each. Unfortunately, the people who had installed the lights did not use conduit and over the years the wiring going from the house to the lights failed.
Installing new wire would be a tremendous task, so I went online to see if there were any solar options, and that is when I came across Solar Illuminations. I found 3 lights that seemed to be perfect for $150.00 each. I was a little apprehensive because of the price, but in the end I decided to bite the bullet and make the purchase.
I received the lights promptly and that the company was expedient with their shipment is the only good thing I can say about them. For $150.00 each, I would expect a robust durable product. Each light was very light, and looked very cheap. One of the reflectors in the cover had come off, presumably in tranit. The instructions said to use the enclosed screws to mount the lights on the pedestals. I made an inquiry about the reflector and the screws. The guy at the company told me just to glue the reflector back on. He also told me that if I'd paid attention to their website I would have read that screws weren't included. He told me to disregard the instructions.
After installing the lights and leaving them off for a couple of days, I was anxious to see how they'd fair. To say that I was dissappointed, is an understatement. The lights were very dim. After a few days, they barely lit up at all, and a few days after that only one of them would come on for a short period of time. I live in Alabama, and the solar panels get plenty of sun. I wrote the company that I wanted a refund. They replied that they don't accept returns. I tried to reason with them, I tried their troubleshooting guide, but to no avail. They were extremely rude and unprofessional. I've had these lights for close to a year now, and there's no change except that my black lights have now faded to a light grey. Of course, the company can't be held responsible for that either. Do not buy from these people. To give you an idea of what they're like, I have pasted unedited (with the exception of my personal info) emails of my communications with this company below.
Alan
Birmingham
Alabama
From: Alan Date: Sat, Apr 25 at 11:11 AM
Subject: Re: Invoice Number: ET51731*
To: "Solar Illuminations (USA)"
Dear Solar Illuminations,
A low rate of returns is not difficult to accomplish when your policy is not to accept returns, so comparing yourself to a company such as Walmart, that will pretty much accept any return, in any condition, and for just about any reason is completely daft. It seems to me that the only reason to have such a stringent return policy, is that if you didn't you wouldn't make any money. If not for that, not accepting returns from dissatisfied customers is simply not good business.
Attached are 4 pictures, three are taken from the vantage point of the solar panels. As you can see there's not a whole lot obstructing them.By the way, the one under the street light typically stays lit the longest, lately it's the only one that's come on at all. So given that I live in Alabama, that it's dark enough at night for the lights to come on, surely they should at least stay lit for a few hours on average at the very least?
The fourth picture is of the light itself. As you can see it is no longer black. This is also unacceptable, so, once again I would like to ask for my money back. If you still refuse, at least send me some lights that actually work well, and which won't fade to grey in less than a year!
Sincerely,
Alan
On Fri, Dec 5 at 10:46 AM, Solar Illuminations (USA) wrote:
Hello,
As your products have been used or installed they cannot be refunded.
This is made clear at the time of order (where you agreed to this condition) and is reminded again in the footnote on your invoice.
The 14 day return time makes no difference as used and installed products are not refundable.
It would appear the lights supplied are not defective.
We do not guarantee illuminations times as the world is a big place and any one solar light will vary in performance around the world and that's without several other factors.
The specs are shown at our web site and we are pasting them in this email also.
For your information before you jump to assumptions, our returns rate is less than 1% of our sales. Not bad compared with stores such as Wal-Mart and Target for example where their rates are far higher.
So don't even think about slating us about our returns rate and don't take the comment we made previously out of context.
If we have to spell it out, that tiny percentage of returns, within that percentage there is even a smaller percentage of returns claimed as 'not working. What we are saying is 80% of THOSE returns are found to be in perfect working order. Those are people that don't know what they are doing, don't follow instruction or do other stupid or dumb things like placing a solar light near a street light and expecting it to come on at night. We are not responsible for the stupid actions of other customer's who then claim something doesn't work when it does work and the problem is the customer or the customer's actions or in some cases the customer's wrong expectations. Furthermore customers often fail to read about a product before they buy it, fail to understand the limitations or just choose to be plain ignorant of the facts laid down. We place derogatory information within our specifications which we do not have to do, but we do, because we lay down the facts so all customers are made FULLY aware before they commit to purchasing. If they do not like what they see then they are free to shop elsewhere.
That's one reason why the credit card companies ask merchants to get customers to check a box or enter initials to confirm that a customer has read, understood and acknowledged all terms, conditions and policies including returns policies before the purchase is made. Just as we do. This then eliminates any disputes of that nature afterwards and any claims get rejected.
Solar Illuminations is honest upfront and clear about everything.in fact you won't find a more comprehensive solar light web site. We will defend all claims and allegations. We have policies and we stick to them. The customer agrees to the same policies.
We sell tens of thousands of this very fixture, annually, to customers around the world and complaints about it are very rare.
In your case, if your product is defective, in that it is dead and doesn't work, period, then an RMA number can be issued and the item will be repaired or replaced under warranty.
However, if its the case where the illumination time just doesn't suit your needs, then as the product has been used and installed its not refundable.
Thank you.
Solar Illuminations
Telephone: 239-461-5522 / Fax: 239-337-7887
BUSINESS HOURS: Monday - Thursday 10am - 4pm US Eastern Time.
We are closed on Friday, Saturday, Sunday & on all public holidays.
TECHNICAL SUPPORT: Tel 239-461-5520 Thursdays only 10am 4pm US Eastern Time.
technical specifications
Up to 8 hours illumination at night.
Traditional style lampshade with square shaped pedestal base.
20 super bright LED bulbs.
Light output is white.
Output is approximately 15-20 watts.
For use in dark locations.
Four high quality Siemens solar panels discretely built flush into the top of the fixture.
Each solar panel is 0.7w. Total 2.8w.
8 AA size Ni-Mh rechargeable batteries included (replaceable when necessary).
Built-in photocell for automatic dusk-to-dawn operation.
On/off switch for manual over-ride.
All aluminum construction with clear glass lampshade.
Choose from either a black or white painted finish.
Complete fixture (lampshade and pedestal base) stands approximately 16" high.
The top section of the lampshade is approximately 9" x 9".
The pedestal section of this light stands approximately 4" high.
The pedestal base has a footprint of approximately 4.5" x 4.5".
The four glass panels (sides) are approximately 6" x 5" wide (max.).
Screw or bolt the pedestal base onto any solid level surface. Screws, anchors and bolts for fixing down, not included.
Holes are pre-drilled into the top of the square pedestal base ready for easy installation, in minutes.
Easy to install. Perfect for fixing to the top of a driveway pillar or column, or to the top of a fence or wall.
This light fixture requires several hours of full sunshine daily to enable it to get a full charge in optimum conditions and in an optimum geographic location.
Time length of night time illumination is estimated and subject to various factors including geographic location, seasons, weather conditions & location of product etc.
Shorter illumination time due to one or more of the above factors does not define the fixture as being defective or define the fixture as being advertised incorrectly.
We advertise and supply our solar lights to customers all over the world are therefore, naturally, we are unable to guarantee the nightly illumination time as it can vary and any time stated is quoted as 'up to' x amount hours.
Minor errors & omissions must be accepted.
Although unlikely, we reserve the right to supply this product with any minor alterations or minor changes to the specifications (shown above by text description or by photographs) due to different supplies or product batches received, incorporating such product changes made by the manufacturer, without further notice.
Descriptions, specifications and photographs are updated regularly but may not be current when minor changes to a product have only recently been made.
All solar lights must be used in a completely dark location at night time otherwise they may not illuminate. Nearby strong lighting sources or ambient lighting may affect the operation of a solar light. This does not define the fixture as being defective or 'not as described'.
Naturally, the illumination duration (light-up time) of most solar lights can reduce during winter months when the weather is poor and the days are shorter. During this time insolation hours decrease accordingly. This does not define the fixture as being defective or 'not as described'.
Original Message
From: Alan
To: Solar Illuminations (USA)
Sent: Thursday, December 04 9:26 PM
Subject: Re: Invoice Number: ET51731*
Dear Solar Illuminations,
I'm not claiming that the lights don't work at all, I'm claiming that they don't work adequately, though I'm sure under your examination you will find that they work perfectly. If 80% of all your returns marked "faulty" are found to be in 100% working order, then that is a clear indication that you're selling a poor product. You should take pride in what you sell, and if you did you would go out of your way to ensure that your customers are happy, even if it came down to giving a refund.in the communication I've had with your company, both through emails and on the phone, I'm left with the impression that you are extremely unprofessional, somewhat rude, pompous, and even arrogant.
In order for me to find this product acceptable they would, at a minimum, need to stay lighted for the majority of the night. Ideally, they should stay lit for the entire night and they should be a heck of a lot brighter than they are, especially for the price you charge! The problem with the lights I purchased seems to be that they don't get a big enough charge and/or don't hold the charge. One night all three will come on at seemingly full strength for an hour or so before dying out, on another night all three may not come on at all, even if I cover the photo sensor, and on another night one of the three lights may come on while the other two do not. They are in pretty much as ideal an environment as possible without being way out in the middle of nowhere.in my opinion your advertisement is very misleading, these lights are nowhere near ideal for posts or lighting up a drive way.in your disclaimer you write that the lights may stay lighted up to 8 hours or more, that could mean that even if they only stay lighted for 5 minutes you would consider them working lights. That is a ridiculous statement.in any case, I've invested enough time on this, and I would like my money back. If you've saved your emails you'll notice that I made this request within 14 business days of receiving the product. Please issue me a full refund including shipping and I will ship these back to you. As much time as I've spent on this, you really should be grateful that I'm not demanding more.
Sincerely,
Alan
On Tue, Dec 2 at 12:26 PM, Solar Illuminations (USA) wrote:
Hello,
Re: ET517310* - purchased Sept 13th
You can call in to request an RMA number.
Are we to presume you are claiming that all 3 fixtures do not work at all? This would be very strange as problems with this product are very rare and we sell hundreds of thousands of these annually around the world.
We can accept back any unused or uninstalled item for refund within 14 days of receipt. We note this purchase was made almost 3 months ago. We do not accept back used or installed items for refund as they are not fit for resale. More than 80% of returns that come back to us reported as 'faulty' are checked and tested and found to be in 100% perfect working order. It is therefore critical that all troubleshooting as been followed.
Products under warranty are repaired or replaced, if found to be defective. We check and test all returns to verify. If any of your products are found to be defective we will promptly and gladly repair or replace the item in accordance with our Returns Policy and warranty.
You can give our office a call if you have any questions. Tech support is open every Thursday if you need any tech support or advice. We will be happy to help you with any issue you may have as we also want your lights to work, as expected.
Our terms, conditions and policies (including our Returns Policy) as agreed to, can be viewed here: http://www.solarilluminations.com/acatalog/info.html
Thank you.
Solar Illuminations
Telephone: 239-461-5522 / Fax: 239-337-7887
BUSINESS HOURS: Monday - Thursday 10am - 4pm US Eastern Time.
We are closed on Friday, Saturday, Sunday & on all public holidays.
TECHNICAL SUPPORT: Tel 239-461-5520 Thursdays only 10am 4pm US Eastern Time.
Email: [email protected]
Web: www.solarilluminations.com
IMPORTANT: Always supply (if applicable) your invoice/order number and if you need to
send a reply please reply only to this email thread (include ALL previous communications).
DISCLAIMER: The information in this e-mail and any attachments is confidential. It is
intended solely for the attention and use of the named addressee (s). If you are not the
intended recipient, please notify the sender immediately as you are not authorized to read,
copy, distribute, use or retain this message or any part of it. Any or all of the information
hereby provided may be impartial advice. Consult a professional person, such as a lighting
consultant, electrician, builder etc. If necessary.
* Please consider the environment before you decide to print this email *
Original Message
From: Alan
To: Solar Illuminations (USA)
Sent: Tuesday, November 25 9:17 PM
Subject: Re: Invoice Number: ET517*
Ok,
I've gone through your troubleshooting guide, but there's no change. There is no reason for the lights not to work as the solar lights that you put in the ground from the home depot work just fine. I'm extremely disappointed as I really wanted these lights to work. Please send the refund for the thre PL06 lights to my paypal account and email me a prepaid shipping label so I can send these lights back to you.
Sincerely,
Alan
On Wed, Nov 19 at 9:04 AM, Solar Illuminations (USA) wrote:
It was emailed to you but here it is again.
Solar Illuminations
Telephone: 239-461-5522 / Fax: 239-337-7887
BUSINESS HOURS: Monday - Thursday 10am - 4pm US Eastern Time.
We are closed on Friday, Saturday, Sunday & on all public holidays.
TECHNICAL SUPPORT: Tel 239-461-5520 Thursdays only 10am - 4pm US Eastern Time.
Email: [email protected]
Web: www.solarilluminations.com
IMPORTANT: Always supply (if applicable) your invoice/order number and if you need to
send a reply please reply only to this email thread (include ALL previous communications).
DISCLAIMER: The information in this e-mail and any attachments is confidential. It is
intended solely for the attention and use of the named addressee (s). If you are not the
intended recipient, please notify the sender immediately as you are not authorized to read,
copy, distribute, use or retain this message or any part of it. Any or all of the information
hereby provided may be impartial advice. Consult a professional person, such as a lighting
consultant, electrician, builder etc. If necessary.
Original Message — From: "Alan
To: "Solar Illuminations (USA)"
Sent: Wednesday, November 19 9:34 AM
Subject: Re: Invoice Number:
I was supposed to receive an email with a troubleshooting guide a
couple of weeks ago, but I have yet to receive it. Could you please
send it to me so that I may determine whether or not I need to send
these lights back to you?
Thanks,
Alan
From: Solar Illuminations (USA)
Date: Fri, Oct 3 at 6:08 PM
Subject: Re: Invoice Number: ET517310*
To: Alan
You would have to call our office during our business hours.
We do not deal with issues such as this via email.
Thank you.
Solar Illuminations
Telephone: 239-461-5522 / Fax: 239-337-7887
BUSINESS HOURS: Monday - Thursday 10am - 4pm US Eastern Time.
We are closed on Friday, Saturday, Sunday & on all public holidays.
TECHNICAL SUPPORT: Tel 239-461-5520 Thursdays only 10am 4pm US Eastern Time.
Email: [email protected]
Web: www.solarilluminations.com
IMPORTANT: Always supply (if applicable) your invoice/order number and if you need to
send a reply please reply only to this email thread (include ALL previous communications).
DISCLAIMER: The information in this e-mail and any attachments is confidential. It is
intended solely for the attention and use of the named addressee (s). If you are not the
intended recipient, please notify the sender immediately as you are not authorized to read,
copy, distribute, use or retain this message or any part of it. Any or all of the information
hereby provided may be impartial advice. Consult a professional person, such as a lighting
consultant, electrician, builder etc. If necessary.
Original Message
From: Alan
To: Solar Illuminations (USA)
Sent: Friday, October 03 4:51 PM
Subject: Re: Invoice Number: ET51731*
To Whom It May Concern:
I'm sure that you've gathered from my previous emails that I've been less than impressed with the three lights that I purchased from you. Well, after a couple of weeks I'm sorry to say that I'm now completely unsatisfied and I would like a refund. I have a 10 dollar led flashlight with 8 LEDs that's brighter than your lights when at their brightest. Now one of the three lights barely glows, and upon further inspection of another, the conical reflector is loose. Please send me a prepaid shipping label so I can send them back.
Sincerely,
Alan
On Mon, Sep 22 at 10:59 AM, Solar Illuminations (USA) wrote:
The instructions are printed at the factory and no doubt they printed hundreds of thousands. They would not dump them just because on one small typo.
That would be a waste of paper and against our eco policies.
So, we just make clear reference to it at our web site instead, at the outset so everyone is 100% aware before they make the purchase. Its better that way.
Thank you.
Solar IlluminationsT
Telephone: 239-461-5522 / Fax: 239-337-7887
BUSINESS HOURS: Monday - Thursday 10am - 4pm US Eastern Time.
We are closed on Friday, Saturday, Sunday & on all public holidays.
TECHNICAL SUPPORT: Tel 239-461-5520 Thursdays only 10am - 4pm US Eastern Time.
Email: [email protected]
Web: www.solarilluminations.com
IMPORTANT: Always supply (if applicable) your invoice/order number and if you need to
send a reply please reply only to this email thread (include ALL previous communications).
DISCLAIMER: The information in this e-mail and any attachments is confidential. It is
intended solely for the attention and use of the named addressee (s). If you are not the
intended recipient, please notify the sender immediately as you are not authorized to read,
copy, distribute, use or retain this message or any part of it. Any or all of the information
hereby provided may be impartial advice. Consult a professional person, such as a lighting
consultant, electrician, builder etc. If necessary.
Original Message — From: "Alan
To: "Solar Illuminations (USA)"
Sent: Monday, September 22 11:39 AM
Subject: Re: Invoice Number: ET517310*
That's fine, though I would strongly suggest you change the
instructions. It comes across as pretty unproffessional. It's also
nice to know that you are concerned with your customer's satisfaction.
Alan
On 9/22/08, Solar Illuminations (USA) wrote:
PL06 fixtures do not come with screws and anchors. This is mentioned at our
web site in the product description (MORE INFO) section prior to purchase
and regardless of what the instructions may say.
You can use screws of 2" or 2.5" for installation.
Solar IlluminationsT
Telephone: 239-461-5522 / Fax: 239-337-7887
BUSINESS HOURS: Monday - Thursday 10am - 4pm US Eastern Time.
We are closed on Friday, Saturday, Sunday & on all public holidays.
TECHNICAL SUPPORT: Tel 239-461-5520 Thursdays only 10am - 4pm US Eastern
Time.
Email: [email protected]
Web: www.solarilluminations.com
IMPORTANT: Always supply (if applicable) your invoice/order number and if
you need to
send a reply please reply only to this email thread (include ALL previous
communications).
DISCLAIMER: The information in this e-mail and any attachments is
confidential. It is
intended solely for the attention and use of the named addressee (s). If you
are not the
intended recipient, please notify the sender immediately as you are not
authorized to read,
copy, distribute, use or retain this message or any part of it. Any or all
of the information
hereby provided may be impartial advice. Consult a professional person, such
as a lighting
consultant, electrician, builder etc. If necessary.
Original Message
From: Alan
To: [email protected]
Sent: Sunday, September 21 8:13 PM
Subject: Invoice Number: ET517310*
Hi,
I received the three lights I ordered the other day. I'm very impressed
with the speedy delivery, however, the lights did not come with screws like
they're supposed to. Please send six screws to Alan Tangen 8191 Cypress Way,
Trussville, AL. Also, I feel that your write up on this lamp is somewhat
misleading. I have flashlights with super bright LEDs and they are extremely
bright; your lamps however, are not, and I cannot imagine what anyone would
do with the ones that come with two LEDs (yes, I know they're designed for
accent lights, but that's really the only use for the 20 LED ones). I guess
I should've ordered the 75 watt ones, but there's no way I'm paying $1200
for 3 lights.
Sincerely,
Alan
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