Solar Illuminations Complaint

John6356 says: (3 months ago)

 +1

IN RESPONSE TO xmslou COMMENT:

This person is obviously acting like a 'brat'. If the warranty had expired then the warranty had expired. What is the point of retailer or manufacturer setting a warranty period if the customer wants it to be infinite or wants it to be extended just to suit them? No doubt the warranty period was made fully aware to this person BEFORE they made a purchase. So what's the point of complaining later? That company probably has thousands of other satisfied customers and this is just one person bratting because they are not getting their own way! You take a chance on anything you buy these days, especially once the warranty ends. That's why there is such a thing called 'extended warranties', if it concerns you that much. No point in complaining if you didn't take such an option. If they helped you out with troubleshooting it sure sounds like they offered you out of warranty support. Well that's a rare thing these days. There are plenty of companies out there that even charge for out-of-warranty support (computer and printer manufacturers are just 2 examples and their products are not cheap). This complaint certainly doesn't sound like that company doesn't care. Instead, it sounds more like you just want to sound off about your own bad luck. That's not a complaint.

solarilluminations says: (8 months ago)

 0

More than 99% of our customers have no problem at all with their purchase. The fact that this customer had a problem outside of the warranty period is just coincidence. If any product is going to fail it can fail at any time. We all know that. You can purchase anything and it can be D.O.A., last 1 day, 1 year or 10 years. Naturally our products are not programmed to stop working just after the warranty expires. If Solar Illuminations 'doesn't care' then why did Solar Illuminations assist this customer by talking with them over the phone (more than once), sending troubleshooting documents and providing general (free of charge) out-of-warranty advice and direction. Many other companies do not offer out of warranty help and if they do, they charge for it. All the computer and printer manufacturers do, for example. Also, we have a real humans that answer the phones, no complicated, robotic switchboard, wasting time and keeping you on hold with 3 dozen options to select. So, all in all, we are unable to agree with this customer's comments and while that may be his own personal opinion, it is not that of others. Complaints are rare. In fact we get 0.0006 complaints per customer, per year. An outstanding record, we think. To see a small handful appear here at this web site is obviously no reflection upon the shear volume of customer that we deal with annually and the volume of business that Solar Illuminations conducts on a global scale. Every company gets unhappy or dissatisfied customers from time to time, no matter how good the company is. There will always be customers out there who cannot be pleased or who are regular complainers. This web site will always attract way many more complainers than it does praisers. That’s the primary objective of this web site. You can’t please everyone!