Mars-Hydro LED Grow Light Discussion

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resinous said:
Sara I have a friend wanting the pro2 epi160.
Can I have a price including shipping please

Sent from my SM-P600 using 420
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Kriaze said:
Sara, if you could contact me regarding my less than a year old Mars II 1600w light and the LED's being burned out I would appreciate it please. Yes I am still happy with my 2 old style 300w lights, yes I am still fairly happy with my two 96x3 Reflectors, no I am not happy with this light, but once it's fixed again I will be. This time it is around 10 or 12 LED's that have burned out, running between temps of 86F and 76F with humidity no more than 50%. I will include a picture and thank you for taking the time to get back to me when you return from your holiday.

image9719.jpeg


Thank you in advance Sara :thumb:
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Sara, you responded to this post on the 4th April and there is still no sign of my replacement LED's. I was under the impression that you were not interested in resolving the situation at the time as you did not even ask for my address in pm. I refuse to use the light as is due to the smell of burning and it has now been out of action for around a month. Are you interested in honouring even the first year of my three year warranty? As it stands I think not, I'm not the only person that has been complaining about parts not being sent out, especially bearing in mind that the light could not even manage an eight month run. If you have no interest in honouring your warranty I have no interest in your lights anymore. So send me the replacements so that I can get rid of this pos cheap and buy myself a different brand, one that honours their warranty and isn't just about making a quick buck then dumping their customers. Your customer service leaves a lot to be desired and the excuse that you are based in a different country is wearing thin, parts can be shipped all over the world from anywhere in the time I have waited.
 
Kriaze said:
One unhappy customer, an ex Mars Hydro user.
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Hmm...

Kriaze said:
I'd like to say a really BIG thank you to Sara (SmokeSara) from Mars Hydro for helping me out here.
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Kriaze said:
The service I received was absolutely outstanding
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Kriaze said:
I was expecting something smaller and of a much lesser build quality than I actually received.
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Kriaze said:
OK my ordering process went like this:

On Thursday 9th April I ordered the 192x3 Reflector direct from the Mars Hydro website, paid my money and received my confirmation order number. I contacted Sara and had a chat with her the same night as I had received no shipping confirmation. Sara let me know that the UK warehouse had none of those particular lights in stock and was also aware that I needed the lights ASAP due to the problems I was having with my HPS. She then went on to offer me a change of order to 2x 96x3 Reflectors which were in stock over here, explaining to me that I wouldn't have to wait for the container shipping which would be at least 2 more weeks. The difference in cost was negligible and I agreed to her idea of changing my order. No extra cost was incurred by myself for this and I was hoping to receive them by midweek next week or the beginning of the following week at the latest (time was of the essence).
Yesterday Friday 10th April I hadn't received a shipping confirmation so I contacted Sara again checking that the change of order had gone through without any problems. She then assured me that there were no problems and stated that she would get her assistant to email me a tracking number.

Well today Saturday 11th April I was banged out of bed (I'm a night owl :P) at 11am with the delivery of my two 96x3 Reflectors! Sara knew that I had a problem and her excellent help has now ensured that I can fix it quick sharp! From an expected 3 weeks or so delivery I received my lights in 2 days, on a Saturday! I'm blown away with the service and thought that it was only fair that I give credit where credit is due. Thanks you Sara so much, I have left you a little love letter on FB lol.

For anyone that is thinking twice about purchasing from this company I can wholeheartedly recommend them. Also if you have a read through the forums you will find that pretty much everyone that has used the company will too.
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You seemed happy with Mars-Hydro in the past, lol.

Regards,
 
Hi Kriaze, I am sorry about this. The time you have told me this, I have arranged the replacement parts at UK service center... I thought you have received it and didn't realize you haven't. :straightface: It's our responsibility and we will honor your the warranty. Recently, it happens quite often that the shipment for the replacement parts have lost or delayed especially in Australia and UK. Sorry for the trouble because of our inefficient interior negotiation. We have hired established cooperation with another repair service center in UK and required the Australian service center to choose another courier, so as to improve the after-sales service in these two countries. Kriaze, I have arranged the replacement parts for you again and inform you the tracking number. Sorry for all these incovenience.
Kriaze said:
Sara, you responded to this post on the 4th April and there is still no sign of my replacement LED's. I was under the impression that you were not interested in resolving the situation at the time as you did not even ask for my address in pm. I refuse to use the light as is due to the smell of burning and it has now been out of action for around a month. Are you interested in honouring even the first year of my three year warranty? As it stands I think not, I'm not the only person that has been complaining about parts not being sent out, especially bearing in mind that the light could not even manage an eight month run. If you have no interest in honouring your warranty I have no interest in your lights anymore. So send me the replacements so that I can get rid of this pos cheap and buy myself a different brand, one that honours their warranty and isn't just about making a quick buck then dumping their customers. Your customer service leaves a lot to be desired and the excuse that you are based in a different country is wearing thin, parts can be shipped all over the world from anywhere in the time I have waited.
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Good morning Sara,my 600w light lost power to two rows and a few burnt LED's in the other rows. In the past I was able to trouble shoot and replace two LED's and diodes but was unable to trouble shoot this time. I contacted Sophia through your warranty and shipped my light to your repair center. I received my light back and it is working like new, I thank MarsHydro for this service and was more than happy to pay shipping one way 20 days turn around with two weeks of that being shipping was well worth the wait. I am awaiting my second 600w to be repaired and returned and I again thank you for this service as shipping was much cheaper than purchasing two new lights.
 
resinous said:
I don't understand all that stuff on cree website . All I would like to know is if the led is a higher bin or a lower bin ? Thanks sara your great

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SmokeSara said:
You are always so kind to me:circle-of-love:We use Cree’s XHP LED for Mars Pro Cree 256,it's higher bin.:high-five:
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Here are snips of the actual data sheets for the 4 part numbers/order numbers that were provided. The chips used are not XHP according to the order numbers but they are XP-E2 and XP-E (far red)

If you look at the luminous flux you will see that the output of the lower BIN chips is about 20% less light for a given wattage than the high BIN. All this means is the chips are not as efficient as the higher BIN chips, but they are still good CREE chips.


Blue and White chips are the LOWEST BIN:

marswhite.JPG

mars_blue.JPG



Red Chips are 2nd LOWEST BIN

red_mars.JPG



Far Red is highest BIN
mars_far_red.JPG
 
TorturedSoul said:
Hmm...









You seemed happy with Mars-Hydro in the past, lol.

Regards,
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It's nice that you took so much of an interest that you decided to go into the back sections of the site to cherry pick some of my older posts, when my lights were new and my eyes full of shine. It's a shame you missed the others that weren't so positive, but still, with people like you working for MH and that sort of diligent attitude their customer service would not be failing so often. Well done you!

People's attitudes change in response to a company's treatment of them, what my opinion was once, does not mean that it will be the same today, and thank fuck for that being the case for most normal people. Otherwise we would still be living in the dark ages in most things, including our beloved marijuana. But like I said well done for your post pointing out my past opinions from when I was a happy Mars Hydro customer (a month without a main flowering light can change one's opinion), and your point was? :bravo:
 
SmokeSara said:
Hi Kriaze, I am sorry about this. The time you have told me this, I have arranged the replacement parts at UK service center... I thought you have received it and didn't realize you haven't. :straightface: It's our responsibility and we will honor your the warranty. Recently, it happens quite often that the shipment for the replacement parts have lost or delayed especially in Australia and UK. Sorry for the trouble because of our inefficient interior negotiation. We have hired established cooperation with another repair service center in UK and required the Australian service center to choose another courier, so as to improve the after-sales service in these two countries. Kriaze, I have arranged the replacement parts for you again and inform you the tracking number. Sorry for all these incovenience.
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Hello Sara if you would pm the tracking number that would be excellent, only I have not pm'd you my email recently for you to pass me a tracking number that way.
 
Hi Sara, could you please post the led parts numbers that are used in the reflector 144/5 please. Can either post here or pm me with the info. I tried looking it up off the site but couldn't find the info. I'm very happy thus far with my purchase. Thank you. Peace!!
 
Re: Mars-Hydro LED Grow Light problem

Hello Sara, a little over a year ago I ordered from Mars a Mars 2 700. On April 12th I had noticed slow growth and found that a bank of 25 LED lights were out. I contacted support and they asked me to photograph it with lights and test the drivers on and off and send it to them. With the lights out, I found that nine individual lights had also blown out! Also the bank of 25 was caused by a faulty driver. Finally two weeks later I received only the replacement bulbs And no driver. Help! My plants are suffering. I have read a lot of good reviews for Mars LEDs and it seems that I bought a defective model.
 
Well it's happened again .. one section of leds are out on my pro epi 160 .
This is the second time since I've owned it . The first time was about 50 days in and now I'm on day 74 and again my panel isn't operating at full capacity.
I don't know what say. I took it apart to test the driver and the leds came on so it's the driver.
I have recommended mars hydro to probably 10 people who has purchased lights . And at this point I don't think I can or will recommened them .
Please may I have have ANOTHER driver so I can fix my light

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:circle-of-love:Hi Neil, it will be cheaper for sure.:circle-of-love: We still need to improve our service and shorten the processing time. :Love: I wished I could equipped myself with mechanic skills. Then I would fly to US and operate a repair service base. :volcano-smiley: It will be faster.
Neil74 said:
Good morning Sara,my 600w light lost power to two rows and a few burnt LED's in the other rows. In the past I was able to trouble shoot and replace two LED's and diodes but was unable to trouble shoot this time. I contacted Sophia through your warranty and shipped my light to your repair center. I received my light back and it is working like new, I thank MarsHydro for this service and was more than happy to pay shipping one way 20 days turn around with two weeks of that being shipping was well worth the wait. I am awaiting my second 600w to be repaired and returned and I again thank you for this service as shipping was much cheaper than purchasing two new lights.
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:circle-of-love:Yes, Kriaze, I will PM you with the tracking number when it's available.
Kriaze said:
Hello Sara if you would pm the tracking number that would be excellent, only I have not pm'd you my email recently for you to pass me a tracking number that way.
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:circle-of-love:Hi Jae, sorry about this... Actually there is supposed one steel hanging kit along with the light. It will still hang the light. Don't you have it?
Jae416ixside said:
my light came today quick shipping only 2 days :bravo: but no light hangers kinda disapointed cause if they weren't free i would of purchased them due to the need of hanging my lights
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:circle-of-love:HiIcemud, thanks for the info.:thanks: Our Cree is XPE series. If the Bin is only graded by the lumen, it will be like you put. In fact, Cree doesn't label Bin for the leds. The difference between the lumens in the same category is due to the wavelength. For RED, the shorter the wavelength is, the higher the lumen is. For Blue, the longer the wavelength, the higher the lumen is. For White, the lower the color temperature is, the higher the lumen is. Take Cree XPE Red for example, the wavelength range is 620~630, Group N3 with the lowest lumen tends to be 630nm while Group P4 with the highest lumen tends to be 620nm. We choose the led based on the specific wavelength not the lumen. The price is actually similar in the same category. The spectrum we choose is 440nm, 630nm，660nm, 2700k-3000k. If we select the led chip only by high lumen, the Blue M3 will be more like white color and Red P4 appears green. :circle-of-love: HPS with the white light has very high lumen but I don't think it will be counted as higher Bin for growing plant compared to LED grow light. :Namaste:
Icemud said:
Here are snips of the actual data sheets for the 4 part numbers/order numbers that were provided. The chips used are not XHP according to the order numbers but they are XP-E2 and XP-E (far red)

If you look at the luminous flux you will see that the output of the lower BIN chips is about 20% less light for a given wattage than the high BIN. All this means is the chips are not as efficient as the higher BIN chips, but they are still good CREE chips.


Blue and White chips are the LOWEST BIN:

marswhite.JPG

mars_blue.JPG



Red Chips are 2nd LOWEST BIN

red_mars.JPG



Far Red is highest BIN
mars_far_red.JPG
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Re: Mars-Hydro LED Grow Light problem

:circle-of-love:Hi Eugene, please no worries. Please send me an email info@mars-hydro.com and I will investigate it for you. :Namaste:
Eugene1 said:
Hello Sara, a little over a year ago I ordered from Mars a Mars 2 700. On April 12th I had noticed slow growth and found that a bank of 25 LED lights were out. I contacted support and they asked me to photograph it with lights and test the drivers on and off and send it to them. With the lights out, I found that nine individual lights had also blown out! Also the bank of 25 was caused by a faulty driver. Finally two weeks later I received only the replacement bulbs And no driver. Help! My plants are suffering. I have read a lot of good reviews for Mars LEDs and it seems that I bought a defective model.
Click to expand...
 
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