I wish that I could given a lower rating. I purchased Zaneen's Bunga Surface light a couple of years ago for my kitchen ceiling. There are metal side panels on the light. One fell out last summer and one in the fall (one of the metal plates nearly fell on my head) . Zaneen couldn't have been less helpful. This light was expensive and the panels fell out after the end of the warranty period. Their first response was to blame me, accusing me of causing the panels to fall out because I had changed the bulb. I hadn't touched the light. Then they said it was because the light wasn't installed properly..that there were wires attached to the panels to ensure that they wouldn't fall out. Now I am stuck between what my experienced electrician is telling me (there were no wires and no way to connect them) and what Zaneen is telling me and my light is still broken. They could have easily hired an electrician familiar with their products to fix the issue but no, they preferred to protect themselves, put the customer last, and leave me with a broken product. One of their employees did eventually come to my home to install the missing wires but he was not allowed to reinstall the plates on my light so I had to go back to my electrician. My electrician visited the showroom to see how to install the pieces in case he missed anything. When he was scheduled to visit my home, I asked Zaneen if they could send the technician that my electrician worked with so that the panels would be installed properly. They, of course, refused. My electrician still had trouble with one of the panels. He also pointed out that the panel that he was able to install would still not fit properly. At last, the Zaneen technician that I had requested in the first place did come to my home to install the panels. He stayed for longer that I anticipated and had to make adjustments to the product in order for the panels to be installed properly. My electrician wouldn't have been able to make those adjustments (nor did I want him to because then Zaneen would blame me if there were further issues with the product). The fact that their technician had to adjust the product for it to work shows that there were product issues in the first place that they should have fixed when the first panel fell out. Zaneen has acknowledged that they need to improve their customer service policies. I don't believe that that will occur. In the meantime, I will never use nor recommend a Zaneen lighting product to anyone I know who is thinking of adding lighting.
- Approximate cost of services:
- $800.00
- What could this company do to improve their services?
- Put the customer first when resolving issues. They see the customer as the problem.
- Any advice to offer fellow homeowners facing a similar project?
- Company Response
Dear Mrs. Brown,
I have investigated the issue and everything I’ve gathered leads to this: The fixture was either installed incorrectly OR was tampered with during the fluorescent lamp replacement.
The instruction sheet clearly delineates the proper installation of the product. If any components required for the safe installation of the product were to be rendered missing, it is the responsibility of the installer to cease the process until the required component is obtained – not to continue the installation to simulate a completed job.
The product has been out of its warranty period for approximately one year and it is my firm opinion that two visits to your home and a product consultation for your electrician constructs Customer Service that went “above and beyond”.
We have a full track record of this level of service and a long list of fans. It’s unfortunate that you are adamant to not be one of them - in spite of our efforts which included the administration of the solution – and we understand if you wish to continue in your defamation process.
Kind regards,
Jenny Domingues