Ordered 8 recessed low voltage hexagonal downlights. Price included halogen bulbs and low voltage transformer. Received items in good time but 3 of the bulbs were of the square type instead of hexagonal so not useable with the light fittings which required the hexagonal type .
The lighting was installed as part of a complete kitchen renewal supplied and installed by Homebase, which included all plumbing, gas and electrics as well as all new kitchen appliances. The electrical installation consisted of a new consumer unit, new ring main and various additions to the electrical outlets to accommodate the new appliances as well as the installation of the lighting purchased from Lightsaver. All the electrical installation has been certified in accordance with building regulations by Homebase.
Within 1 week of the lighting being fitted 3 of the 8 transformers failed. During the next 2 days all 8 had failed.
I emailed Lightsaver informing them of failings. No response. Two days later called their 0845 number and spoke to customer services. They stated that the transformers would need to be returned for testing as "it is highly unusual for the transformers to fail in such a short time" and they would send me an email with a returns reference to be attached to the returned items. I needed to call Lightsaver again 2 days later to remind them to send the returns reference. Once this email arrived it consisted of the following conditions:-
I believe the supplied product/s to be faulty as per the above information
I confirm the product/s has been installed by a qualified electrician in accordance with the fitting/assembly instructions.
I understand that as the product/s has been installed/assembled and can not be resold as new I am returning the product for testing.
I will accept the outcome of the test results.
I accept that fact that if the product is proven to be faulty I will be issued with a refund or replacement as per my request within 7 days.
I accept that if the product is not proven to be faulty the product will be returned to me at my expense and I will pay the sum of £20 to cover the collection, packing and re delivery costs of the product/s. Please note you will not be charged for the testing of the product.
I accept that if the product is not proven to be faulty this payment must be made within 14 days of notification.
I accept that if I refuse to make the payment or accept the redelivery of the product within the specified period I waive any right to a refund and that my product/s will be disposed of.
I accept the above to be legally binding. Your statuary rights are not affected.
I accepted the conditions SUBJECT to my rights provided by The Sales of Goods Act 1979, The Sale and Supply of Goods to Consumers Regulations 2002 and the Consumer Protection (Distance Selling) Regulations 2000.
I subsequently had to chase Lightsaver for the result of their tests. Their findings were:-
"Upon inspection it has been noticed that all of the supply cables to the transformers have indents on the insulated sleeving from the terminal screw in the connector.
If the terminal screw is tightened on the sleeving and not on the conductor of the cable the contact will be no more than strands of the core touching the inner of the connector block. If a 50 watt bulb was in use this will draw 4 amps from the supply. The bad connection will compound that current and cause heat build up which in turn can cause the pcb to fail."
The Homebase installer informed me that it is common practise for the bare wire to be folded back onto the insulating sleeve and the screw on the connecting block tightened on both. This provides a stronger grip of the cable making it less likely that the individual strands of wire will break.
I have passed the "technical test report" to the Homebase installation manager who has passed it on to their technical department.
As a gesture of "good will" Lightsaver offered a reduced cost replacement of the transformers. I refused as I'm not in the habit of throwing good money after bad.
I have since replaced the transformers with those obtained via Amazon. All are working perfectly with no issues. A for the 3 square bulbs, still waiting for these to be replaced with hexagonal but not holding my breath on that.
So, to avoid mediocre customer service, shoddy not fit for purpose goods, frustration and wasting your hard earned cash, AVOID Lightsaver.