Recently, a major issue caught our attention of us here at LED Waves by way of the LEDs & Lighting group on LinkedIn. In a discussion thread titled “LED Warranty small print – what should you look out for?” lighting professionals shared their experiences, good and bad, dealing with manufacturers’ warranties.
We learned of suppliers and manufacturers who refused to honor (what we assumed were) very basic instances requiring warranty service:
- if some, but not all, LEDs did not light up (“Hey, you’re still getting SOME light out of it.”)
- if the luminaire’s light output deteriorates up to 50% within their stated hours (Same as above. Note: the industry standard says that a lamp is spent after 30% deterioration of initial lumens.)
- if a luminaire’s bundled electronics – the LED driver, for instance – stops working. (“We didn’t make that part, so it’s not OUR problem.”)
- if the product wasn’t registered at every point along the supply chain (“Yeah, we made this, but you didn’t buy it directly from us; take it up with that guy.”)
… and so on. We were surprised to hear these horror stories, probably because (a) since so many of our clients are lighting designers and facility managers, they cannot accept this level of non-service in a warranty – and we must abide by that; and (b) as both an LED lighting OEM and a direct supplier, we have to take responsibility for our products at every point from design, assembly, to burn-in testing before they reach your door. We can’t pass the responsibility of basic warranty service off on anyone else.
In light of this, we decided to update our warranty. Read our amended standard warranty statement, as well as the extended 5 year warranty applicable to our LED lights made in the USA. Note that since we’re an Original Equipment Manufacturer that also sells directly, any LED Waves purchase is automatically covered by our warranty without having to register your purchase.
TL:DR: The terms of our warranty are the same on our end. In the extremely rare case of product failure, we will provide the same level of service our high end lighting professional customers have come to expect. But with our new explicit wording, we’re hoping that all our customers (old and new) will understand the protection they’re getting from the LED Waves warranty – the protection you deserve.