I have an AI Hydra 52 HD light that I loved for its tuneability and great looks over the tank.
On Sept 30th my 52 would not turn on, orange light flashing on the back of the light. Green on the power supply until I plugged in the light then flashing green.
I contacted AI by phone and was helped by a very courteous gentlemen who helped me troubleshoot the issue, it was determined it was a "driver issue". and they typically had a 3 day turn around cycle.
I sent the light by UPS as instructed with RMA information on the 30th of September.
October 7th, I contacted Customer Service to inquire about repair status. I was told they received the light, but they had not looked at it yet.
October 10th, I sent another inquery about the repair
October 11th I was contacted by email and told they would "look at the light as soon as they can" they would be in touch as soon as they can.
October 13th, I got an email that I should call to discuss my light status, I called but they were closed
October 14th, I called and was told the light needed a driver and a WiFI board and was quoted around $200 (don't remember exactly) or I was offered a discounted Hydra 64. Happy with the 52HD I said go and repair it. paid with my credit card.
October 17th I again contacted them about status and was told "chances are tech would be able to repair it today"
October 20th again no communication so I again inquired about status, I was told it shipped and should arrive today (it did).
I looked at the invoice with the light and it showed
Hydra52 Connector board
Hydra52 Driver
4 AI FI lens (they were fine I had inspected them when troubleshooting)
Repair total of $271.00
I set it back up and plugged it in and low and behold it still did not work. same symptoms as before
Contacted them by email and was told "most likely" the power supply was bad (it meters at 36 Volts) and I can order another for $90.00
So now I am $361.00 deep into an older light I had repaired
I am beside myself with this situation My tank has been under emergency lighting for over 24 days now and I will have almost $400 in repairing my Hydra 52 HD and still trying things to get it lit again.
I have owned numerous Aqua Illumination products and have always loved the product, but this has me ready to trash bin the whole Aqua Illumination collection and go elsewhere for my reef tank lighting needs.
I am really disappointed in the whole process as it has turned out.
Am I being unreasonable?
On Sept 30th my 52 would not turn on, orange light flashing on the back of the light. Green on the power supply until I plugged in the light then flashing green.
I contacted AI by phone and was helped by a very courteous gentlemen who helped me troubleshoot the issue, it was determined it was a "driver issue". and they typically had a 3 day turn around cycle.
I sent the light by UPS as instructed with RMA information on the 30th of September.
October 7th, I contacted Customer Service to inquire about repair status. I was told they received the light, but they had not looked at it yet.
October 10th, I sent another inquery about the repair
October 11th I was contacted by email and told they would "look at the light as soon as they can" they would be in touch as soon as they can.
October 13th, I got an email that I should call to discuss my light status, I called but they were closed
October 14th, I called and was told the light needed a driver and a WiFI board and was quoted around $200 (don't remember exactly) or I was offered a discounted Hydra 64. Happy with the 52HD I said go and repair it. paid with my credit card.
October 17th I again contacted them about status and was told "chances are tech would be able to repair it today"
October 20th again no communication so I again inquired about status, I was told it shipped and should arrive today (it did).
I looked at the invoice with the light and it showed
Hydra52 Connector board
Hydra52 Driver
4 AI FI lens (they were fine I had inspected them when troubleshooting)
Repair total of $271.00
I set it back up and plugged it in and low and behold it still did not work. same symptoms as before
Contacted them by email and was told "most likely" the power supply was bad (it meters at 36 Volts) and I can order another for $90.00
So now I am $361.00 deep into an older light I had repaired
I am beside myself with this situation My tank has been under emergency lighting for over 24 days now and I will have almost $400 in repairing my Hydra 52 HD and still trying things to get it lit again.
I have owned numerous Aqua Illumination products and have always loved the product, but this has me ready to trash bin the whole Aqua Illumination collection and go elsewhere for my reef tank lighting needs.
I am really disappointed in the whole process as it has turned out.
Am I being unreasonable?
