Trying to resolve an issue through a ticket is slowly becoming an act of god

[Meldrath]

I put in a ticket last Sunday regarding a bad ballast from an Aurora I bought from you guys at the 2017 MACNA (The cherry red ones). Now to your credit you guys responded the next day. I replied and the next day you guys responded again.

All good so far, however every day is a SINGLE question, even though I immediately respond to your inquiries. So now here we are 7 days later, with 4 total questions at one per day. If I didn't know better, it would seem that the person responding to my ticket is doing the bare minimum to avoid a SLA breach. This is quite obnoxious and becoming frustrating. I just want to know

a) help me identify the ballast or powersupply issue
b) which ballast/powersupply to get from you
c) instructions to replace the ballast (either by sending it to you or fixing it myself)

Thank you,
A loyal customer who doesn't want to give up on you

 

[Meldrath]

@CoralVue ??

 

[Meldrath]

I know it's thanksgiving week, but I haven't had a response to this ticket in 5 days, and nothing yet on this thread.

@CoralVue

 

[CoralVue_Marketing]

I put in a ticket last Sunday regarding a bad ballast from an Aurora I bought from you guys at the 2017 MACNA (The cherry red ones). Now to your credit you guys responded the next day. I replied and the next day you guys responded again.

All good so far, however every day is a SINGLE question, even though I immediately respond to your inquiries. So now here we are 7 days later, with 4 total questions at one per day. If I didn't know better, it would seem that the person responding to my ticket is doing the bare minimum to avoid a SLA breach. This is quite obnoxious and becoming frustrating. I just want to know

a) help me identify the ballast or powersupply issue
b) which ballast/powersupply to get from you
c) instructions to replace the ballast (either by sending it to you or fixing it myself)

Thank you,
A loyal customer who doesn't want to give up on you

Hi Meldrath,

Sorry for the delay! Let me touch base with the support team now. What is your ticket #?

 

[Meldrath]

Hey Jeff, I appreciate it.

KMR-OCAFV-827

 

[CoralVue_Marketing]

Hey Jeff, I appreciate it.

KMR-OCAFV-827

Thank you, I believe Chris just followed up. Sorry for the wait! Thank you again for giving us the opportunity to help you!

 

[Meldrath]

Thank you, I believe Chris just followed up. Sorry for the wait! Thank you again for giving us the opportunity to help you!

Thanks again.

Please note because I do not think this is coming through correctly to Chris, this is an Aurora Geisemann. When I power on the fixture one T5 ballast is firing up and dimming and the other one will not turn on. I believe the T5 ballast went out as if it's a power cable issue my guess is the other ballast wouldn't fire on.

There are two power cables for this fixture - one has a power brick and is for the LEDs and the other is a 3 prong cable that goes from the fixture straight to the wall and is for the T5's (no power brick on this cable)

I have had this fixture just over 2 years with it only getting about 4 months of use (the fixture has been in storage since Jan of 2018).

 

[CoralVue_Marketing]

Thanks again.

Please note because I do not think this is coming through correctly to Chris, this is an Aurora Geisemann. When I power on the fixture one T5 ballast is firing up and dimming and the other one will not turn on. I believe the T5 ballast went out as if it's a power cable issue my guess is the other ballast wouldn't fire on.

There are two power cables for this fixture - one has a power brick and is for the LEDs and the other is a 3 prong cable that goes from the fixture straight to the wall and is for the T5's (no power brick on this cable)

I have had this fixture just over 2 years with it only getting about 4 months of use (the fixture has been in storage since Jan of 2018).

I forwarded him this message so that we're all on the same page!

 

[Meldrath]

Wanted to follow up on this and say thank you to @CoralVue @Jeff@CoralVue for getting this moving. This issue was resolved and I appreciated it.

Thanks!

 

[CoralVue_Marketing]

Wanted to follow up on this and say thank you to @CoralVue @Jeff@CoralVue for getting this moving. This issue was resolved and I appreciated it.

Thanks!

Always happy to help! Happy New Year!