Shenzhen LightXXX Technology Co., Ltd
Shenzhen LightXXX Technology Co., Ltd
9/F, XinXXX Building, No. XXX, Jianhui Road, Longhua New District, Shenzhen, Guangdong, 518108, China
Initial contact with the supplier:
Online Supplier Directory
Type of product(s) being purchased:
LED light bulbs
Value of the Purchase Order when the incident occurred:
1,001 to 3,000 USD
Destination market of order in question:
US or Canada
Type of Complaint(s):
scams & other unethical activities
Stage of relationship with the supplier at the time of the incident:
In November 2013 I put out a “Request For Quote” on Alibaba, a large Chinese trading platform which gives people access to wholesale goods manufactured in China and around the world.
I was looking for a specific LED light bulb with an uncommon voltage, 32-40 volts DC that is used in some older fishing boats on the west coast of Canada.
Three responses were received including one from Shenzen LightXXX Technology Co., Ltd. They said they could produce a bulb according to my specifications and that it would be UL certified for Canada, the main reason I chose them even though their price was higher.
They sent some samples, ten, and the first two I tested burned out immediately. According to the sales rep I was dealing with they had sent the wrong ones and they were actually only 24 volt.
I was under a bit of a time constraint to get these light bulbs before the fishing season started so I went ahead and ordered 200 with the hope that they would be ok. Two months later they arrived and I sent the majority of the shipment off to one of my customers who promptly sold them all and asked if I could get him some more, He hadn’t had any complaints about them so I ordered, and paid for 400 more.
Several days later he phoned me and said he had just been informed by some of his customers that the lights were burning out.
I immediately tried to cancel the second order but was told it was too late; the bulbs had already been produced. I was assured that the new bulbs would be modified and that there was a 2 year warranty on them. As an added assurance I would not have to pay any freight charges should any failed bulbs need to be returned. Can’t get much better than that.
The 400 bulbs arrive, they have a failure rate of about 25%. Customers were returning them and we couldn’t sell any more.
When I emailed LightXXXabout it, they ignored my email. They emailed back about 3 months later trying to sell more bulbs and I again told them the situation.
In the meantime I ordered bulbs from one of the other companies to keep the customers satisfied, these new bulbs were fine and have not had any trouble with them at all.
The manager at LightXXX, Fishel Zeng, admitted there was a problem with the lights but still refused to honor the warranty. I opened up a complaint file with Alibaba who, after hearing both sides, agreed that LightXXX “should bear the responsibility”.
Unfortunately Ali Baba is limited as to what they can do to resolve the problem and it is left to me to attempt to work it out with the supplier, who refuses to cooperate
After spending approximately $5400 for 600 improperly manufactured bulbs the best they could do was offer 50 free bulbs in compensation.
As I had 100 burned out bulbs here in a box, I wanted 100 replacements, and not even the same bulb, I was asking for a common 120 volt AC bulb instead.
I now have about 120 failed bulbs as they keep trickling back. I am no longer interested in receiving warranty replacement of any sort, I feel that, under the circumstances, I am entitled to a complete refund of $5,365 USD for both orders.
I don’t think that is unreasonable since they produced a faulty product, and even admitted it was faulty.
I have dealt with several companies in China and this is the only one I have had problems with. If you don’t have a contact you know in China it is probably best to deal through Ali Baba or Ali Express and not send money directly to the supplier.