Disappointed in Mars

O

Old Person

Active Member
I have e-mailed Mars for over 7 months about replacing a light that is under warranty . It is obvious that I am dealing with someone that does not have English dialect nor do they have a grasp of what I am in need of. The light started flickering and the burned out 30 days from date of purchase. I asked if they could send me an RMA to ship it back…. Instead the sent me a new driver. The new driver has a different connector than my light….. it took 3 months before the driver arrived. After e-mailing them again they sent an link that was suppose to show me how to change the connection. The link was dead. Two months later they eventually sent a video showing how to connect it….. the video does not show clearly which wires go where….. I emailed them back and they said the were going to send me another driver and a refurbished TS1000…… I don’t want the Ts1000. I just want them to send me the correct driver that will plug into my light……
Does anyone have a suggestion to get me in contact with someone in the US that can talk to me instead of e-mailing someone that can communicate with me??
 
sunni

sunni

Administrator
Staff member
There is no one at mars who works in the USA from my understanding,

You will need to use simplified english and attempt to ask for such a resolution, you can post on their socials to say youve been waiting a while for a response.


Look, I literally work with a large majority of non english as first language with many of our companies who sponsor rollitup

the " . It is obvious that I am dealing with someone that does not have English dialect nor do they have a grasp of what I am in need of."

Is the kinda attitude thats pretty demeaning it absolutely comes through in emails

If I can manage like 40 some advertisers and half those being non english you can get through a customer service , its how you talk to people matters.
 
O

Old Person

Active Member
sunni said:
There is no one at mars who works in the USA from my understanding,

You will need to use simplified english and attempt to ask for such a resolution, you can post on their socials to say youve been waiting a while for a response.


Look, I literally work with a large majority of non english as first language with many of our companies who sponsor rollitup

the " . It is obvious that I am dealing with someone that does not have English dialect nor do they have a grasp of what I am in need of."

Is the kinda attitude thats pretty demeaning it absolutely comes through in emails

If I can manage like 40 some advertisers and half those being non english you can get through a customer service , its how you talk to people matters.
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O

Old Person

Active Member
I am not really sure how my communication could be mistaken as demeaning. So I will break it down for you.
Lets set things straight from the get go. I am not making an attempt to demean some one for their lack of being able to understand my description of a problem if they do not speak English. If I wanted to demean someone it would be ignorant for me to do so. I think you misunderstood my intent. I intended to find someone to provide me with a telephone number so that I could explain in detail what the problem was and have them ship me a new driver/power supply. I am frustrated , they sent me a brand new TS1000 (free) …….I didn’t need that….I need a driver…..I sent pictures so that dialect would not be an issue…….the driver they sent is nothing like mine. The plug is completely different. I took pictures of my plug vs their plug. They sent several links that are suppose to have videos of how to convert the plug over, but their links will not open…..I should not have to be doing alterations to the wiring of the driver…..Please do not take this the wrong way , but you indicated that I was demeaning. I honestly never meant to ge demeaning. But…..if you manufacture/ distribute products that are sold in the USA , consumers would be appreciative of having a customer service rep that you could reach on the telephone to handle issues. I guess I have to find a light company that is based in the USA. Any suggestions?? I really liked Mars but I had no clue that in 7 months you cannot speak to a rep/distributor/technician/customer service rep etc. Again, I am not upset with you, mars, or anybody else. I am only expressing my desire to get my issue resolved and I am asking for help from anyone that has a way to contact them via telephone.
 
tstick

tstick

Well-Known Member
In business, I think it's pathetic how many times people are hired into a position that they simply aren't prepared to take on. If you're in customer service, then you should be able to communicate CLEARLY to the customer in the customer's language -or, give the issue over to someone else who can. Any good employer should hire only the people who can do the required job. If the required job is to speak English clearly and be able to understand the general nature of the issues at hand, then that's it. It happens to me all the time -to the point that I now believe that some of these people are intentionally put into those positions just to get the customer to give up in frustration.
 
420 Garden

420 Garden

Well-Known Member
Old Person said:
I am not really sure how my communication could be mistaken as demeaning. So I will break it down for you.
Lets set things straight from the get go. I am not making an attempt to demean some one for their lack of being able to understand my description of a problem if they do not speak English. If I wanted to demean someone it would be ignorant for me to do so. I think you misunderstood my intent. I intended to find someone to provide me with a telephone number so that I could explain in detail what the problem was and have them ship me a new driver/power supply. I am frustrated , they sent me a brand new TS1000 (free) …….I didn’t need that….I need a driver…..I sent pictures so that dialect would not be an issue…….the driver they sent is nothing like mine. The plug is completely different. I took pictures of my plug vs their plug. They sent several links that are suppose to have videos of how to convert the plug over, but their links will not open…..I should not have to be doing alterations to the wiring of the driver…..Please do not take this the wrong way , but you indicated that I was demeaning. I honestly never meant to ge demeaning. But…..if you manufacture/ distribute products that are sold in the USA , consumers would be appreciative of having a customer service rep that you could reach on the telephone to handle issues. I guess I have to find a light company that is based in the USA. Any suggestions?? I really liked Mars but I had no clue that in 7 months you cannot speak to a rep/distributor/technician/customer service rep etc. Again, I am not upset with you, mars, or anybody else. I am only expressing my desire to get my issue resolved and I am asking for help from anyone that has a way to contact them via telephone.
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I am really sorry to hear about your issues with Mars Hydro led lights. It sucks seeing the kind of money some of these non USA light manufacturers put into advertising and the statements made to sell their products. And trust me I do realize all companies have issues from time to time. With that said, the difference is how they handle the issues and complaints. That is what sets companies apart. I did do a little research and have found a number of complaints on the Mars TS series. Mainly, bad or defective drivers. Some even causing fire risks. I too am using a foreign made brand (spiderfarmer). I can not and will not make negative remarks about them, due to the fact I have had zero issues. I have always run a fan directly on my driver's to keep them cool. I started doing this when I was reading that a lot of people that use Mars lights needed to do this. I have 5 fans in my 5 x 5 tent. My inline fan vents directly outdoors. Heat is not an issue for me. Now I will say this, and I am sorry to be so long winded about manufacturers. I have looked at upgrading my lighting. I am not sold on Spiderfarmer due to the fact they changed the driver's from Meanwell driver's, and not very upfront with customers about it. To be honest I am leaning towards HLG leds. Not that I don't think spiderfarmer puts out a quality product, but if there is a problem. HLG is made here in the USA and EVERYTHING I have heard about quality and customer service is top grade. Let's all be honest here, lights are not cheap. You really have to do your homework and research before you buy. I truly hope you get your situation resolved, growing is challenging enough on its own. Good luck me friend!
 
tstick

tstick

Well-Known Member
Yeah I think it's a good idea to run a small fan onto the drivers as you have pictured. I don't like the lights that have built-in fans because they are a moving part and they will fail and then the whole light is decommissioned. By running an auxiliary fan, if the fan goes out then it's an easy replacement.
 
420 Garden

420 Garden

Well-Known Member
tstick said:
Yeah I think it's a good idea to run a small fan onto the drivers as you have pictured. I don't like the lights that have built-in fans because they are a moving part and they will fail and then the whole light is decommissioned. By running an auxiliary fan, if the fan goes out then it's an easy replacement.
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tstick said:
Yeah I think it's a good idea to run a small fan onto the drivers as you have pictured. I don't like the lights that have built-in fans because they are a moving part and they will fail and then the whole light is decommissioned. By running an auxiliary fan, if the fan goes out then it's an easy replacement.
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I can put my hand on the drivers at 60-80% and feel the difference in heat. To me it makes good sense. I by no means want to redirect this thread, but I am going to send you a question tstick. Have a great weekend people!
 
O

Old Person

Active Member
The light I am referencing is an FC6500e……..Mars could blame me for not knowing how to wire the new driver to the light fixture itself. The link they sent that finally opened is ridiculous……the connector on my new driver is nothing like the one shown in the pix and the wires are different colors…….I should not have to jury rig the connector…..even if I knew how…..I am afraid of causing damage testing which wire goes where….or getting shocked……Thanks for the replies
tstick said:
In business, I think it's pathetic how many times people are hired into a position that they simply aren't prepared to take on. If you're in customer service, then you should be able to communicate CLEARLY to the customer in the customer's language -or, give the issue over to someone else who can. Any good employer should hire only the people who can do the required job. If the required job is to speak English clearly and be able to understand the general nature of the issues at hand, then that's it. It happens to me all the time -to the point that I now believe that some of these people are intentionally put into those positions just to get the customer to give up in frustration.
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I agree 1000% I know that it coukd be viewed as paranoid, but…..the method of making the customer give up seems to be a common them with some products……I can afford a new light and I will definitelt take suggestions/reccomendations if someone can point me towards a product that has reasonable support……this crap has been going on for approx. 7 months. I have communicated with the several times and I have asked for a return authorization to send me new light……
 
420 Garden

420 Garden

Well-Known Member
Honestly my friend, HLG leds are on this site. They are USA and I have been told that their customer service is the best. They are not the cheapest option but you do get what you pay for I am told. Good luck!
 
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