Rigid lights lasted 6 days before turning into a fish pond

Disclaimer: Links on this page pointing to Amazon, eBay and other sites may include affiliate code. If you click them and make a purchase, we may earn a small commission.

RigidAZ

Rigid Rep
Supporting Vendor
Joined
May 12, 2010
Posts
53
Reaction score
4
hey all,
got wind of this from our Vendor here.

Excuses are just that, excuses. There is no excuse that will be acceptable to you as customers..
An explanation is what I will attempt, and I understand the frustration when a product does not operate how it is supposed to.

We currently are working very hard to reduce the human error factor in our facility, these lights are made by hand in Arizona with our employees, so unfortunately there is that element present, that cannot change. Our failure rate has gone from 6% at times on certain products to less than 1% across our entire offering in the last 90 days, which is still unacceptable to Rigid, but will be a part of what we have to overcome due to the complexity of our product. With volume comes variance in supply chain, and a constant need of more stuff from new vendors..this is where we have seen most of our hiccups and quality control has never been more important to us as it is right now.

We have a Customer Service dept that is busy, please keep in mind that we do sell a lot of product. I can say that we do very well on customer service and do our best to make sure that in the end you guys are satisfied.

4 guys with a small business has turned into 58 employees on 2 shifts in 2.5 years, the growth has definitely come with some issues and we as a company have your best interests in mind with everything we do, thats one thing that has not changed here at Rigid.

hope this offers up some answers as to why and how this is possible. I will check in here later today. Thanks for the support, and I welcome comments-good and bad.

Taylor
 
OP
OP
craigcoram

craigcoram

Full Access Member
Joined
Dec 21, 2011
Posts
87
Reaction score
4
hey all,
got wind of this from our Vendor here.

Excuses are just that, excuses. There is no excuse that will be acceptable to you as customers..
An explanation is what I will attempt, and I understand the frustration when a product does not operate how it is supposed to.

We currently are working very hard to reduce the human error factor in our facility, these lights are made by hand in Arizona with our employees, so unfortunately there is that element present, that cannot change. Our failure rate has gone from 6% at times on certain products to less than 1% across our entire offering in the last 90 days, which is still unacceptable to Rigid, but will be a part of what we have to overcome due to the complexity of our product. With volume comes variance in supply chain, and a constant need of more stuff from new vendors..this is where we have seen most of our hiccups and quality control has never been more important to us as it is right now.

We have a Customer Service dept that is busy, please keep in mind that we do sell a lot of product. I can say that we do very well on customer service and do our best to make sure that in the end you guys are satisfied.

4 guys with a small business has turned into 58 employees on 2 shifts in 2.5 years, the growth has definitely come with some issues and we as a company have your best interests in mind with everything we do, thats one thing that has not changed here at Rigid.

hope this offers up some answers as to why and how this is possible. I will check in here later today. Thanks for the support, and I welcome comments-good and bad.

Taylor

Thanks for the response Taylor. I haven't called yet because honestly I don't want to be without my lights. I noticed the "plug" or vent or whatever the cap thing is next to where the wire comes in the back of the Dually was extremely loose compared to the other lights. I took the lens off, drained the water and worked to adjust that plug. I'm gonna wait until the next rain and see if it happens again. If it does, I might try to get in contact with you personally and see if you can help me expedite the process. I'm on the east coast so its a pretty lenghty deal.
Thanks - Craig
 

pirate air

will plunder your booty
Supporting Member
Joined
Jul 11, 2010
Posts
4,253
Reaction score
1,380
Location
Texas
Yep, can't say I'm all that impressed with some of my Rigid products. Great lights when they work...

Got two sets of white spot duallys that work great, zero issues.

One set of amber D2's with flaking optics/reflectors.

One 20" bar that only lights to full discharge 1 out of 5 times. If I switch it on and off real quick a few times, eventually I can get it to completely light. I've gone over my wiring and even jumped it straight to the battery, the problems in the light.

Yeah the customer service is great. But I don't have time to **** with my lights; removing, boxing up, shipping off, un-boxing, re-installing, crossing my fingers the new works better than the old.... I paid the extra money for top dollar lights because I didn't wanna risk hassling with junk. So much for that, instead I got sub-par quality lights that come with great customer service. Anybody who thinks its "ok" buying a top dollar product only to spend time replacing it months later, is selling themselves out. I know my free time is pretty damn valuable right now. I plan on buying more led lights, but not from Rigid.
 

RigidAZ

Rigid Rep
Supporting Vendor
Joined
May 12, 2010
Posts
53
Reaction score
4
Craig,
That is the Gore-Tex Vent used to equalize pressure in the light in addition to dissipate moisture/condensation. The fact that it is loose(either the casting or the vent is out of spec) is the issue here. Please contact me so we can repair/replace(depending which part is out of spec) it for you, the plug vent will continue to dissipate any moisture in the unit, but if it is loose it will constantly be reintroduced, washing, rain, etc..
like I said, contact me through email so I can arrange a call tag.
twa@rigidindustries.com

again, should not be happening, but it will be fixed.

Taylor




Thanks for the response Taylor. I haven't called yet because honestly I don't want to be without my lights. I noticed the "plug" or vent or whatever the cap thing is next to where the wire comes in the back of the Dually was extremely loose compared to the other lights. I took the lens off, drained the water and worked to adjust that plug. I'm gonna wait until the next rain and see if it happens again. If it does, I might try to get in contact with you personally and see if you can help me expedite the process. I'm on the east coast so its a pretty lenghty deal.
Thanks - Craig


---------- Post added at 03:23 PM ---------- Previous post was at 02:46 PM ----------

Pirate,
Completely understood.

the optics issue could be QC related, less than par chrome plating on the reflector, most likely is the case. Dont hear this very often, is it affecting the performance of the light, or look bad? As a customer I would call and return it for a refund or replacement.

If you have isolated the 20" light outside of the harness then something has happened on the circuit board causing the issue. I am not sure.
As a customer I would call and return, again either for refund or replacement.

Again, completely understood either way, should these things happen, no. Do they happen, yes.

Our warrnaty is not implied, it is real. If you are not satisfied you have that option. I fully understand that you have better things to do with your time, and it is unfortunate that this happened.

please contact me directly if I can help the process.

Taylor

Yep, can't say I'm all that impressed with some of my Rigid products. Great lights when they work...

Got two sets of white spot duallys that work great, zero issues.

One set of amber D2's with flaking optics/reflectors.

One 20" bar that only lights to full discharge 1 out of 5 times. If I switch it on and off real quick a few times, eventually I can get it to completely light. I've gone over my wiring and even jumped it straight to the battery, the problems in the light.

Yeah the customer service is great. But I don't have time to **** with my lights; removing, boxing up, shipping off, un-boxing, re-installing, crossing my fingers the new works better than the old.... I paid the extra money for top dollar lights because I didn't wanna risk hassling with junk. So much for that, instead I got sub-par quality lights that come with great customer service. Anybody who thinks its "ok" buying a top dollar product only to spend time replacing it months later, is selling themselves out. I know my free time is pretty damn valuable right now. I plan on buying more led lights, but not from Rigid.
 


Write your reply...
Top