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  • Report:  #970275

Complaint Review: Advanced Lamps LLC

Advanced Lamps LLC Completely Unsatisfactory Product and Service Hamden, Connecticut

  • Reported By:
    Jim — Little York Illinois United States of America
  • Submitted:
    Fri, November 16, 2012
  • Updated:
    Fri, November 23, 2012
*Author of original report: Advanced Lamps LLC's Proposed Settlement: Compounding inconvenience with further inconvenience

I bought a replacement lamp (Genuine AL AN-C55LP/1 Lamp & Housing) from Advanced Lamps LLC on November 12, 2012.  I paid $29.51 for 2-day shipping and it arrived 4 days later on November 16th, 2012.  

Replacing the lamp in the Sharp Notevision XG-C68X projector is a relatively simple procedure if one has the correct parts.  Therein lies my complaint with Advanced Lamps LLC.

I removed the defunct lamp (which I had purchased from a different company) with the usual ease; it only requires the removal of the back panel and the loosening of the two mounting screws.  With the burnt-out lamp removed, I began what had always previously been the equally easy process of inserting the new lamp, screwing in the two screws, and replacing the back panel.

It became painfully apparent, however, that this was going to be far from easy.  After an hour of trying to get the screws into the threads of the mount, I finally gave up.  I salvaged the two mounting screws from the burnt-out lamp, removed the screws from the new one, and - lo and behold! - the lamp mounted instantly.  

I was sweating bullets while I did this, though - these lamps are very delicate; it was only by the grace of God that I didn't damage the new lamp while replacing the incorrect screws it arrived with and installing the salvaged screws from the other lamp.    
I called Advanced Lamps LLC customer service today.  I was kept on hold for a full ten minutes.  Finally, I spoke with a customer service representative who identified himself as "Moises."  I explained all that had happened - the late delivery, the incorrect parts, the risky salvage work-around I had to perform in order to get the lamp installed - and for my trouble I received a half-hearted apology and some hindsight advice to send them back the lamp next time I receive one with problematic parts.  I would have been happy to take that advice, but the lamp arrived late and on a Friday and I need my projector working by Sunday.

But don't worry, "Moises."  There won't be a next time, because I am taking my business elsewhere. Caveat emptor!

1 Updates & Rebuttals

JimB

Little York,
Illinois,
USA

Advanced Lamps LLC's Proposed Settlement: Compounding inconvenience with further inconvenience

#2Author of original report

Fri, November 23, 2012

I filed a complaint against Advanced Lamps LLC with the Connecticut Better Business Bureau who contacted Advanced Lamps LLC and attempted to mediate a settlement.  This is the proposed settlement the BBB received from Advanced Lamps LLC:

On 11/12/12 this customer ordered 1 x Genuine AL? AN-C55LP/1 Lamp & Housing for Sharp Projectors for $144.99. The shipping purchased was 2nd day air for 29.51 bring the customer's total to $174.50. Due to the time frame in which the order was place the order was not actually received into our system until the follow day 11/13/12.

Two errors occurred with this customer's order. Due to human error, our warehouse shipped this order as standard flat rate shipping instead of 2nd day air. Also the customer received this part with the incorrect screws.

I would like to personally apologize for this customer's experience and acknowledge these mistakes. At this time, the customer has the option to return this is item for the full refund he requested. A prepaid shipping label will be provided via email. Once the lamp has been received the customer will be notified. A full refund of $174.50 can then be refunded as request.

What follows is my response to their proposed settlement:

I do not accept the settlement offered because, as I explained in my previous narrative, I was forced to adapt the item and install it because I needed to use my projector for an important presentation that could not be re-scheduled. Were I to accept their proposed settlement, it would require that I now remove the lamp I was forced to adapt and install, pack and ship said lamp back to Advanced Lamps LLC, wait for them to provide the refund, and then use the refund to purchase a new lamp from someone else. This would mean, of course, that I would be without the use of my needed projector again while that discommodious process played out. What they have offered me as a settlement for the inconvenience they caused me amounts to nothing more than further inconvenience! Why would they think that compounding previous inconvenience with further inconvenience could ever be construed as a settlement?

By their own admission, I paid for UPS 2nd Day Air shipping and through their error, received flat rate shipping. An acceptable settlement would be a full refund of the shipping cost and a 50% refund of the product cost while I retain and use the lamp I adapted and installed. Not only should they issue a prepaid shipping label, they should also mail me the needed shipping materials (box, padding, etc.) that I will need to return their lamp to them. Once I receive the refunds, I will apply the refunds to the purchase of a new lamp from a competent seller who actually cares about customer service. When I receive the lamp that I will purchase with the refunds, I will remove the lamp I purchased from Advanced Lamps LLC and ship it back to them using the prepaid shipping label and shipping materials that they provide. What they have proposed, however, is patently absurd and is further evidence of their sub-standard business practices.

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