What not to buy...

I feel like a big grump ass, but I'm not having very good customer service experiences these days.  I think, because it has been my professional life for so long, that I'm especially affected by BAD customer service.  I've worked hard and I rock it out.  I bleed good customer service.  I have a great work ethic and I want everyone else to as well.  When I receive EXCEPTIONAL customer service, you better believe that I reward it.


FedEx and UPS have been on my shit list for months.  They keep walking through my lawn.  I've phoned the headquarters, we've spoken to the drivers directly and they continually walk through my lawn.  I know it sounds petty, but we had to spend a lot of money to have our lawn renovated.  It was a young lawn and it didn't survive last year's drought.  I know that saying "a lot of money" is relative, but when it has to come out of the savings account - to me it's a lot of money!


The lawn is coming along swimmingly and we are spending a lot of time and money keeping it watered and fed.  You know, except for the track from the street to the porch that's used by FedEx and UPS.  I do have a sidewalk, mind you.  AMPLE sidewalk, as a matter of fact.  There's no need for them to walk through the yard.  I actually had to laugh in the face of the last guy because he said he does it so he doesn't have to turn around.  I'm not sure why the position of his truck is relevant to walking through my lawn.  After all, my house is always on the same side of the street!?


You probably wonder why I get enough shipments to have them wear down my lawn.  We order a lot from Amazon.  We pay for a prime account and take advantage of free shipping on things like cat food, cat litter, energy bars, protein powder and random other crap that we can get a good price on.  We may have more deliveries than most, but that shouldn't be bad - should it?  I think it's people like me who are helping these companies grow!


We were recently in the market for a specific type of light in the kitchen.  There was a sad little fixture above the sink that provided very little light.  The position of this fixture was directly above the sink, but not centered in the area.  We needed a fixture that mounted on the side vs. in the center.  After many trips to Lowe's and Home Depot - evening buying the "wrong" thing, we found the PERFECT light on Amazon.


We ordered and had it installed right away.  It was cheap in both price and manufacture, but it filled our needs.  There were definitely some issues in the metal manufacturing process, but we overcame it.  It filled the right area with light.  It really was PERFECT for what we needed.


A few weeks ago, a light bulb went out on one lamp and we replaced it right away.  Shortly after installing the new bulb, the light went out again... and then back on... and then out.  I think you understand.  We removed the lamp from the track and did what tightening we could.  No change.  At this point in time, when the fixture is in use, one lamp goes on and off.  


Since it had been just over 3 months, I figured I wouldn't have an issue getting this resolved.  I reviewed Amazon's policy and after 30 days any product issues are the responsibility of the manufacturer.  This is what I expected, so I contacted the people at Royce Lighting.


As a matter of fact, here's my exact message:

Hello!

We had a beautiful Royce Lighting Fixture installed over our kitchen sink a few months ago.  We purchased it on Amazon.com and a receipt is attached.  I also included a photo.

We LOVE the light.  It is perfect for what we needed, versatile and provides tons of light.  We are so happy with it.

Last week, we thought a bulb went out in one of the lamps.  On the picture attached, it is the lamp to the far right.  We replaced the bulb and, after a few days, it went out again.  This time, however, it came back on shortly after.  It continued to go on and off intermittently.

My husband tightened the cap at the top, but the problem continued.  He also removed the problem lamp completely and refitted it, in hopes that it was just a bad connection.  Unfortunately, this single lamp is still going off and on intermittently. 

Can you possibly advise a solution to our problem?  The other two lamps on the fixture have not had this issue.

Kindly,

Jennifer F

The next day, I was excited to have received a message.  Until I read it:

Hello

 Unfortunately we cannot be of assistance . Since the item was purchased thru Amazon, you need to contact them directly. I believe you have to "log-in" to your account, and go to "contact us" and find the returns or defective link. It sounds like the item may be defective, and it should be covered under whatever  Amazon's return policies may be. I do apologize for any inconvenience

Regards,

Rachel Ojani

Rachel M.  Ojani

Nationals Customer Service Associate

Murray Feiss | Monte Carlo Fan Company | Sea Gull Lighting | Royce Lighting

Business Units of Generation Brands

301 W. Washington Street

Riverside, NJ 08075

nationalscs@generation-brands.com

That's right, I copied the entire e-mail, signature, terrible grammar and all.  I was MORE THAN A LITTLE SURPRISED that this e-mail didn't say,  'Yes, ma'am, we'll get a replacement lamp out to you right away!'


So, despite what I knew about Amazon's policy, I had no option other than to contact them.  I just forwarded Amazon the e-mails above with a brief explanation.  


I heard back from Amazon right away and, I'm right, it's past 30 days and is out of their hands.  This was no surprise to me.  That's why items come with what is called a manufacturer's warranty.  Thankfully, Amazon was willing to go above and beyond what was required for them and send out a new light, allowing me to return the original one.  They didn't have to do that.  Granted, it came with a "return it in 30 days or your credit card will be charged" clause, but I can handle it.  As far as I'm concerned, they are meeting me MORE than half way.  Go Amazon!


I'd never purchased from Generation Brands before, but now that I know they are the parent company to Royce Lighting, Murray Feiss, Monte Carlo Fan Company and Sea Gull Lighting I can be certain not to purchase from any these companies.  I mean, not only do they not honor their stated manufacturer's warranty, but we are dealing with electrical products.  Serious injury could result to someone or the home where these are installed if something goes wrong.  


Oh, I know you're wondering if I responded to Rachel and I did:

I contacted you per Amazon’s policy.  After 30 days, any manufacturing defects are the responsibility of the manufacturer. 

Your unwillingness to stand by your product is extremely disappointing.  I suppose if you don’t believe that your product should last more than 4 months,  I will make sure not to purchase it in the future.

Thanks for your time.

Kindly,

Jennifer F

Now, I've gotta go order some stuff online so that I can get UPS and FedEx on video and put it on You Tube.

Stay tuned!