Thank you Jason for being transparent. Don’t feel bad about it, really no reason. Yes there are some disappointed customers. But the way you handle it is very professional and more than one can expect from a pre-production and discounted product. Full support from my side! (I purchased 8 of the lights – needed to compensate for the shipping costs overseas
)
You solutions offered are more than fair. Send back and get refund or send back and get it fixed once a solution is found. Not sure if I will actually do it. Sitting in Europe, the costs for shipping two times when fixing it equal to purchasing a new light later on. And like you, in my real world use, I did not encounter the issues. I also charge regularly.
Earlier in the thread #197, someone proposed an option to simply ship the new driver so we can fix the lights ourselves. I will send an email to support and we can discuss that option.
Another option that was mentioned in the thread was to give people that got a pre-production light a discount on the full production light. I guess it is a little too much administration. But I am sure mailing support and proposing this will result in a good dialogue and happy customers at the end.
Overall, keep up the good work. I like your transparency, even when things go unexpected. Looking forward to get some more info once you found the error.
And to all disappointed customers. I can just say that I purchase things from Prometheus Lights since a couple of years and always got professional, flexible and generous feedback and help from support, sometimes even direct answers from the maker. All my crazy inquiries have been considered and ended up in happy builder, happy customer relation. The quality of all products received is exceeding my expectations by far. Be patient. At the end everything will be good. If it is not yet good, it is not yet the end
