What is Really Being Said in the outdoor lighting Warranty

What is Really Being Said in the outdoor lighting Warranty

March, 2014

By Mark Carlson & Michael Gambino

In this article, we will continue to uncover the realities of some of these manufacturer warranty disclosures.  There is a lot of hype and misleading implications within some of these product warranties, and we feel it’s time to expose these concerns.  Our goal here is to encourage “awareness.”  It is a cause for concern because of the newer introductions of LED lighting and much of it is still unproven.

As we know, LED life expectancy is extrapolated by mathematical formulas.  Most testing of LED’s are done out to about 6,000 hours of operation.  Actual performance and real world conditions or environments will greatly impact these claims.  The point is that the manufacturers utilizing these new products are stretching truths in order to sell, sell, sell.  They are all banking on percentages and numbers—it’s a game.  This includes the ability of their warranties and the chance of buyers making any claims on the potential for product returns.

To extend this thought, many of these manufacturers have built in to their product pricing any replacement cost for these products.  Should these products fail or customers make claims, they will not lose money.  In fact, some of these manufacturers even plan for failure and consider their products ‘disposable.’  In one of the following examples, that’s the case—when a product is returned, they don’t even want it shipped back to them.  They just allow the distributor to trash it because the manufacturer doesn’t want to incur the additional shipping charge for the return.

This article should do two things:  1) provide awareness to the contractor and the consumer with the brands they choose, and 2) identify elements of a warranty for a better understanding of how professional or good the manufacturer is that you are working with—‘buyer-beware.’

A Recap of Warranty Concerns

There are three problematic issues within warranty disclosures, as we address in our last article.  We wanted to recap by listing them again, and offering briefs comments:

Misleading Entries

  1. Lacking of Details
  2. Manufacturer Loop-holes

 Mark:  In general, I would be highly skeptical of any manufacturer that has lengthy and confusing warranties.  Warranties that exhibit layered or multiple and separated disclosures should be questioned for their legitimacy.  These types of warranties are cause confusion and they are designed that way on purpose.  It’s a tactic to misdirect or to hide the facts.  If a manufacturer cannot write a simple and clear warranty, then they are hiding something.  It’s really that simple.

I spent several hours reviewing 15 different landscape lighting manufacturer/importer warranties.  I am not an attorney, but I do have basic common sense, and I do have almost 30 years of Green industry experience to know right from wrong whether it is trade related or business related.  My analysis showed that the manufacturers that had good to excellent products all had a short, concise and clear warranty disclaimer.  Those companies that had poor to average or mediocre products all had lengthy and in most cases confusing warranties.  Does this mean that the companies who provide challenging warranties are bad?  That’s your call.  I just know that I will not work with those kinds of companies.

Mike:  Warranties are a slippery slope. Unfortunately it is the norm when failed equipment is involved that the original installer of a system is not around when things start to go south. They picked up the lighting online or from their irrigation supply house that is tucked away in some non descript industrial park that caters mostly to trade clients. The Homeowner doesn’t know what where why or whom to make warranty claims to. Frankly if the product failed the first time around what is the guarantee that it’s not going to fail again if replaced with same. The truth of the matter is that most low priced low quality lighting materials and LED’s have no business being installed outdoors in the first place.

When I come across this scenario (and I come across it quite often) I will recommend a total redo with quality equipment provided by a qualified designer/installer who has a track record of success and who provides a service agreement. Of course I am referring to my own company Gambino landscape lighting and that goes for my collaboration with Mark as well on projects we work together on.

 Real World Examples

Example #1:  We wanted to identify a misleading claim by one of the major names in the industry.  They are claiming a warranty on their professional grade, low voltage LED products.  The following is what is written in the warranty:

  • “…12 volt…LED Outdoor Products used for single family residences are warranted for fifteen (15) years or 40,000 hours, whichever comes first, on the Light Engine and all other electrical components.  The warranty of these same Products for commercial use is ten (10) years or 40,000 hours, whichever comes first, on the Light Engines and all other electrical components.”

This particular manufacturer then has a slew of other disclaimers listed in much detail down the page.  So, let’s really analyze this disclosure.  Most consumers and contractors will read this and see “15 year warranty” and that’s about it.  Most sales reps and distributors will only push this statement, too.  This is the hype and it’s all because nobody is willing to dig deeper.

When we pick this apart, let’s see what we find.  First of all, it’s important to read each word and please notice that this company, twice, says the following, “on the Light Engine and all other electrical components.”  Does this say anything about the fixture housing or the materials used in the fixture construction?  NO.  There’s a reason why they don’t and it is because the majority of this manufacturer’s products is made of a lesser quality of material–aluminum.  Aluminum has a higher potential to be problematic towards corrosion and other things when located in the exterior environments, which we all work in.  This company does have a small line of brass products, which does have a 15 year warranty, just to be clear.

As we continue on this concern, we will find on this manufacturer’s warranty the following disclosure:

“Low voltage landscape lighting aluminum housings and the product exterior finishes on them are warranted for five (5) years.”

 Uh oh!  Now what?  These marketed products claim to have a 15 year warranty, but the warranty specifically states differently.  What good is this LED fixture if and when it corrodes and fails due to its use of the aluminum housing?  Maybe the LED components inside will still function, but will the fixture hold up to contain them?  And then the question applies, which warranty will the manufacturer honor?

 Mark:  The primary reason that this company and others like it are doing this is because it is an inexpensive way for them to provide these products.  They are viewing their products as ‘disposable’ and it’s all about sales.  Many of these companies are providing these products at a cheaper price point than the better quality products on the market.  That is their game to get ahead and capture more sales.  This is the biggest hook for both contractors and consumers—a cheaper price point.

These manufacturers are banking again on ignorance.  They are hoping that the buyer doesn’t really read into these situations.  And to make matters worse, some of these manufacturers will use incentive measures to gain more sales.  They’ve enticed some contractors into buying these products in order to gain credits or points towards a “free trip” or “rewards money.”  Do you really think these trips and incentives are free?  No way!  These contractors are basically paying for themselves to do these things, as the products are marked up enough to pay for it.

There are several larger named landscape lighting contractors which thrive on this thought of an incentive.  Whether or not these contractors realize the truths or not, they still choose to buy these products.  Regardless and to each his/her own, but my question is what do these contractors really stand for?  I would severely question their commitment to “quality.”  If they are willing to provide a product that may or may not endure the test of time, then how does this apply to their business model and standards?

Mike:  This aspect to the warranty in regards to aluminum fixtures really floors me. In my opinion and vast experience from product I have seen failed in the past that was aluminum,  I seriously doubt that the aluminum fixture will come anywhere close to lasting the 15 years that the LED is supposed to last.  This is obviously a tradeoff to compensate for the higher cost of the LED to install it inside of a cheaper fixture so they can still appeal to the masses which is their goal by keeping it affordable. But what good is it if it fails and the whole unit gets tossed in the trash because the LED and electronics are not replaceable? Is this environmentally responsible?  And who pays for labor when a product does fail under warranty and its replacement is free?

Example #2:  We wanted to address another concern that relates to the lack of information.  There are two examples that use this approach, which means that it is up to the buyer to find it.  Most manufacturer websites do not have this information easily accessible.  Here are the disclosure statements or the parts within them that identify with these problems:

“All conditions of installation and operation must have been complied with, or all applicable warranties are void”

  • “This warranty does not apply to any Products that have been subjected to….improper installation or care, failure to follow the Product’s written instructions for normal use and care…”
  • “This warranty does not apply to any Products that have been subjected to….neglect (including but not limited to improper maintenance),…”

Again, most consumers and contractors read the beginning parts of these disclosures until they find the initial statement, such as, “lifetime” warranty and call it good.  But, when one digs further into the terms and conditions of this, then the rest is found.

Mark:  The manufacturer has not properly defined what is acceptable for “proper” practices and proper care of these products.  If they are going to place these limits in order to protect themselves, then they should be clear and define this.  When I see this, it shows me that these companies are only care to have an ‘opt-out’ clause in place should they need to abandon the loss.

Mike: Property owners that are on a tight budget who find the price point of these lower quality aluminum fixtures appealing usually will not pay to have their lighting professionally maintained and cared for. This fact brings up another question when it comes to qualifying for a warranty. It clearly states that the products must be properly maintained. If that is so then in the event of failure where little or no maintenance was performed is that going to void any warranty?

I seriously question the motive of some of these claimed warranties. These products have not been around even for half the amount of time to be tested and see how they will actually last or not in real world situations. I feel that when a manufacturer must offer a warranty that is not in line with the rest of the industry in this case a significantly long period of time . It is usually because it is significantly weak in performance and lacking in other areas. In other words there are much more important criteria to choosing equipment than how long it is purported that the manufacturer will “cover” it if it fails.

The ‘Green’ Issue

We wanted to briefly address this topic because it is directly related to this topic concern.  Whether or not a company claims to be ‘Green’, this should be considered for more than a minute.  Think about this, if a manufacturer is telling their distributors to “dispose of the fixtures” when returned because they don’t want them, then what kind of impact will this have on the landfills?

Here’s another thought…..if a contractor says he/she is ‘Green’, yet they utilize products from one of these questionable companies, then they are adding fuel to the fire.  The idea of being ‘Green’ means to have less waste, to recycle more, and to help the environment.  If a company looks at their products as ‘disposable,’ then there is little priority given to the environmental aspects of this.

Mike: This whole green thing is funny. I guess my company could be called green long before it even became fashionable to apply the moniker. My employees have recycled more pounds of failed equipment that we removed from a previous installation done by someone else than I can even count.

Closing Thoughts

 The consumer is really the one who suffers here the most.  Contractors which utilize these companies should be part of the blame, too.  We need to hold these companies, whether manufacturers or contractors more accountable for what they say and do.  If the contractor chooses to sell these products, then they need to know what they are selling.  The consumer should not pay the price for either a lazy contractor who does not research the facts, or one who just doesn’t care and hides these facts.

As contractors, we believe that we should all practice in a professional manner.  Understanding your products and how your product providers do business is part of that.  There are many contractors that choose to utilize poor practices, but this is what separates those that offer the best of services.  It is high time that we make the public aware of these things, and it’s a great opportunity to separate yourself from the average company doing this work.

Facebook-iceThis landscape lighting blog is published by Mike Gambino of Gambino landscape lighting inc. all rights reserved. Mike is a professional landscape lighting system designer/ builder and has been designing, installing and maintaining landscape lighting systems for more than 20 years. Mike resides in the Los Angeles area with his wife and 2 sons. To visit his website go to www.gambinolighting.com . To inquire about hiring Mike please  click here .

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