Product Issues with Rostronics.com

Jay Rodriguez

Jay Rodriguez

Coffee Member
EDIT (UPDATE) Long story short, after all was said and done Tom from Rostronics.com provided 1st class service.
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Ordered a light kit from Rostronics.com (shown below) and they came in broken. So, I emailed the guy there because it sounds like it's a one or two man shop and he tell's me that it sounds like the bulbs are bad to contact the Britek as it "should" be covered under warranty.

Well, the bulbs aren't the problem! lol, The freaking housing to the light unit was broken and Britek won't cover that!

http://www.rostronics.com/proddetail.asp?prod=2000W-2S-Kit

I even sent him this link to show what the damage was and he still will not provide any decent customer serevice to properly address the issue.....

http://itchyhouse.com/films/defective_kit.mov

Don't buy from these guys! I did a little research on them and there are other customers with similar issues. Hell, you can't evene get anyone on the phone because a machine always kicks in and says they aren't accepting new messages.
 
Damn, that's sucks, Coffee.
I bought some briteks from them a while back and didn't have a problem.
But I guess it's always a gamble.

Has he gotten back to you since you found out that Britek won't cover it?


EDITED TO ADD:
DAMN, just watched the video.
That's unbelievable!
 
no, I'm waiting for him to respond to my email and have a feeling that I'm not going to get one. What kind of crap is that? lol
 
Well, hold off until he gets back to you.
Hopefully he'll do the right thing.
Either way definitely keep us up to date on it.

I'm shocked the housing busted like that. That light must have really taken a beating.
I've got a couple of briteks and they're made pretty solid. I don't think that just dropping one of the heads would crack it like that...but who knows.

Good luck.
And by the way, what happened to the old avatar?
It's just not the same now.
 
dakota, I actually don't know. I chose the most basic shipping provided which cost me $60! expensive...

Luis, I'll keep you guys posted. I'm just in shock that he looked at the clip and said it was bad bulbs... lol, that's insane. As for the old avitar, it wasn't working for some reason so I used my original one which is this little guy I'm using now.
 
Hey Coffee - if it was damaged in shipping (which it looks like it was) then it should be insured.

This is off the FAQ on their site:

How much do you charge for shipping and handling?
We only charge the actual cost of shipping and insurance, unlike most companies that always seem to have a great price on a product, only to find out later that they made their profit on the product by overcharging the cost of shipping and insurance and adding a handling charge… Rostronics.com does not charge you for handling.

Sounds like they insure everything they ship.
Or at least, they claim to.
 
Damn bro..that suckks!

If that happend to me..and the guy was being a douche about it..id drive down to his store and demand either a refund or new lights..or call the BBB and if you bought it on ur credit card...get credit back.

thats obserd!! that crack is FUKIN HUUGE!

btw...nice watch. :thumbsup:
 
So besides the big crack, are you saying the speedring doen't fit too? It doesn't look like you put the speedring on correctly. Or is the housing so deformed that it won't fit?
 
coffee said:
I just found that too! Cool! I'm going to use that when (if) he emails me back... Thanks Luis! : )
Click to expand...



Contact the shipper immediately!!! - Do not wait for someone else to get involved or your claim window may pass...
 
im glad you posted this coffee, because i was about to buy a lighting kit from them. if they treat you well, i might reconsider my decision not to buy as of now. thanks
 
I have been dealing with Hai and Tom just emailed me asking for my phone number. I hope he works this out for me.

sirius, the ring is really tough to get in period. There's no other way to fit it in. But this one, it was off by that 1/2 inch shown in the video. It was that off.

Dakota, if I don't hear from Tom within the hour I'm calling Fedex.

Zach, I'll keep you posted.
 
I would take Dakota's advice and call FedEx regardless.
The more information you have when you talk to Tom, the better.
FedEx will be able to tell you if it's insured, and for how much, etc.
 
I've delt with Tom before, he's a very nice guy and was able to help me immediatly. I'd personally recommend Rostronics. If Tom doesn't get you fixed up I'll be *very* surprised.
 
Ok, just got off of the phone with Fedex ad started that process. also just got off the phone with Tom and what a difference. It went from horrible to perfect! lol He sent me a new light and everything is all panned out.
Why the change of heart? I don't know. He just said that he's been busy with the season. anyway, he was really nice and it's all good, so far.

I kind of feel bad for posting this but maybe this thread helped out.......
 
I have heard nothing but good comments about them from Jarred, so I was surprised by your initial messages. I would be inclined to believe the "busy because of Christmas" as being the culprit here.

But it's good to make us aware of this, so that if anyone in the future experiences similar problems we have a history to lean on and then can make an informed decision as to whether or not we should purchase from them.

Here's hoping everything turns out ok! :thumbsup:
 
Glad to hear it turned out well.
I would echo Sirius Doggy's suggestion of changing the thread title.
People may run across it and get the wrong idea.
 
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