Thank you so much eric, I appreciate your help.

Hey kre8er to be honest with you I love these fixtures alot and i would not move to giotos, reason being is that they are italian fixtures and it would take forever to get the fixed,The fixtures i got blow them away and for the price to, I can even send you pictures of my shows, that show how good the elations are, Now whats good is that eric loader re-directed me to the main tech Ramiro, so i would go with him if you have any problems with the fixtures. Thanks Eric.


LUIS RAMIREZ
RAM PRO AUDIO AND LIGHTING

Luis,
I am sorry I didn’t post sooner; actually I wanted to look into the situation before I posted a reply. I am the customer support agent that originally issued you the Return Authorizations for your 3 fixtures.

Let me start of by saying I have complete faith in our technicians and there capabilities. We have a very low return rate as far as fixtures being returned more than once. I can assure you that each and every unit which leaves our service center is tested thoroughly and tested to specs. To say that these units were not tested out before they were shipped is incorrect. I personally saw and made sure of this before they were shipped out. Let's be honest these fixtures were not sent in the best of conditions. These fixtures were tampered with and did not appear to have ANY preventive maintenance done to them. Furthermore, these units were received missing screws and replaced with non-compatible dry wall screws? Your lights were almost irreparable, but our technicians were confident that they could repair these lights despite the poor state they were in.

Unfortunately we were not able to cover your fixtures under warranty (for the reasons listed above) and this is also the reason why I personally inspected these units and made sure they were working before shipping them back to you. At around $600 in total repair charges I wanted to make sure they were working.

I'm not exactly sure what happen to your fixtures between our service center in Los Angeles and your residence in Laredo, TX.
I'm not here to place the blame on anyone else but I did say that it could've been possible that your fixture may have been dropped in shipping. The truth is these are fragile pieces of equipment with fragile components. The slightest drop, fall, or what have you can damage your fixture, whether the box is damaged or not, believe me I've seen it before, it may not happen a lot but it does happen.

I’ve learned that part of customer support is handling the situation in front of me and taking care of the customer at that point in time. When you called I recall that we were able to point you in the right direction over the phone on how to take care of that shutter problem (on one of your fixtures). On your second fixture (which we were going to need to service again), I went ahead and made sure that we issued a UPS call tag (so that you would not have to cover the shipping back to us). I also made sure to keep an eye out for your fixture so that when we received it, it would be put into priority repair as soon as it was received. By now you should’ve received it, or should be receiving it within a day or two.

I apologize for the inconvenience of having to send your fixture back for a second time but I truly believe we've done our best to make sure you that we repair your unit and have it back to you as soon as possible.

Sincerely,
Rafael Chico Jr
Elation Customer Support

To be honest with you, I kept those lights in tip top shape. The reason you say that you think they were never serviced is because they were in storage for a month collecting dust and i misplaced the screws before shipping, as for the dry wall screws, I left those on there because that was the only thing that held it together for shipping reasons,and now if i didnt leave those on there you would've taken my fixture out and it wouldve came apart and messed something else up and have a bigger expense. I do nothing but take care of these lights, I maintain them once a month,Obviously some of these fixtures are almost 4 years old some 3 and 2 years old and a couple that are less than a year old, and out of all those years ive only sent you 3 of the 26 that we have So that shows i keep up with maintaining them.As for the heavy scratches and heavy mounting marks i can assure you that these fixtures go on some heavy touring 4 to 5 days a week every week,These arent club lights, so they are in and out of cases and thats what causes the heavy scratches Also as for them not being covered under warranty is because i have no reciepts-is that store policy? I appreciate u for your quick response, thank you.


LUIS RAMIREZ
RAM PRO AUDIO AND LIGHTING

This message has been edited. Last edited by: Luis Ramirez,