You guys all know I never post here normally, but I felt this was worth the heads up.
Before I begin, I buy Rigid now because -
A.) They look great and perform well.
B.) They are nearly indestructible.
D.) Under the impression that they will stand behind their products.
That last part is where I am a little bummed out.
I ordered and received a set of Dually Spots yesterday. The box was immaculate and sealed. The lights were clean and new. Bench tested each one immediately and noticed that one of the lights had an utterly shitty culmination pattern. the focus of the light was down and to the left holding it straight pointing at a flat surface. FUCK! Naturally, I get on the phone and call them. This is at around 4 p.m. and they are local so I know they aren't closed. Get the receptionist and ask for tech support figuring that maybe they can give me a run down on things to check before dragging my ass down to Mesa to exchange that one in person. The guy in Tech Support immediately defends the quality of the lights they sell when I explain what I have and ask if he has seen this before. I was put off by his lack of interest in solving this little problem. Seriously, it felt like he just didn't really care just by the tone in his voice. STOP! In my opinion, a 200 dollar set of lights is not a "budget" purchase and this kind of shit supposedly isn't the norm for these guys, right? So why the lack of concern? Anyways, I ask him if they can take a look at the light on Thursday since he clearly wasn't interested in supporting the product over the phone which is his job. He pauses and then tells me that I will need to speak to the Warranty Dept. before anything can be done. Okay, I get that. So he transfers me over to the warranty dept and I get a voicemail box. I leave a very detailed description of the problem and my information thinking that I will get a call back shortly. NOPE!
Fast forward to today. It's now almost 10:30 and still haven't heard back from them. If these lights are so fucking great and well built, that guy should have cob webs on his handset there on his desk. I mean, he should be clammering to speak to a real customer since he is so bored due to the insane quality standards and product integrity. So meanwhile, I am all geared up last night to put the new lights on where the Hella's used to sit. I get curious and decide to investigate the bum light. Took the hex bolts out of the retainer ring, pull the lens and reflector and out comes a piece of casting plastic. I put it all back together and WOW, the pattern is back to normal. The reflector was being held up by some debris.
My rant really revolves around the Tech support guy and the lack of follow through. I have seen in the past where Rigid has sold diffused lenses and helped people change the lens over the phone. The light is so simple to disassemble and inspect, that tech guy could have suggested what I figured out on my own. He and I could have solved the issue over the phone and had a happy customer without possible fear of voiding a warranty since he was giving the green light to pull it apart. Let's be honest, if you're installing a set of lights, you can handle six hex bolts. Instead it was just a pass off move that left me in limbo. That really pisses me off. Then the lack of return phone call so far... I just expected more from such a prestige company in this community.
Some folks are fine with being screwed over, perhaps finding confrontation to be more stressful than just living with whatever the problem is. These are excellent consumers, manufactured to the finest specifications.
Reformed Jeep addict... Jeepless for now.