Mars-Hydro LED Grow Light Discussion

[uptosumpn]

Come on now people he is speaking the truth tho!.....I havent had the opp to check mine fully yet, (think i better) as I am still waiting on tents and other supplies to arrive still...hope mine are ok. But at the same time, if it is a easy fix then I would at least give it a go. (even though none of us should have to open up a damm brand new product to fix!) but still from the pics i saaw of a opened unit, it looks easy to access all main parts.(if its a defective part Mars should send another) cant be that hard to just open and check, if its needs to be sent out then i think Mars should pay for express shipping BOTH ways! for the inconveince because its a NEW light!...and we all need our lights all the time..most of us dont have multiple lights and if you do, they are all prob in use , so cant afford to be without em especially during a grow...remember we all are growers and are "creative" @ figuring s*** out when it comes to our plants, grow room set-ups, heating probs, ect. so why not this too....IMO just open it up and check, maybe its something simple you can fix....remember, you didnt know you could grow weed neither, huh? JMHO. Looking to see the resolution /cust service handle this one. because this affects all of us here....smoke one, peace.

 

[Zombiewoof]

High Zombiewoof, glad you like the result from our LEDs.

We are now have 5watt 144x5w light in stock, I believe the 96x5w is available now too. And other 5watt reflector will coming soon too.
Please notice that all the mars II and reflector lights are using Epistar chips. We are making the Cree lights, but it is still not available, and there is no IR lights in the Cree lights, Cree don't have IR. We will not have the Cree lights in US stock, at least not until Sep.
Be patient growers, the best things always appear later during the show, lol

ThanX Sara ,
I need a light for my mother plants & another fo clones productions
so I'll be getting 2 of the 5 watt reflectors now & look at the Cree when they hit the USA

 

[Mars Hydro]

I understand your concern Xodium, when I want to order something online, whenever there is a negative feedback I don't want buy it. But negative feedback is almost everywhere, no matter how good the thing is, there is no company can ensure they have the 100% perfect products. So the best we can do is to reduce the defective percentage as much as possible. And when people have problems, we are trying our best to help solve it.

I'm not sure if some people in this thread have "drank the kool-aid" so to speak or what. But that's 2 people in the last 24 hours that have posted about receiving bad products from M.H. and it really makes me nervous about purchasing their lights. I was pretty much set on purchasing 2 144x5s but now I'm not so sure. I don't want to fix a brand new light, I don't care how easy it is to fix. I don't care if all I have to do is turn a screwdriver 2 times. As a consumer I shouldn't have to worry about any of that. I realize this is 2 in 904 pages and the lights are cost-effective but that's no excuse. There are plenty of people that seem to love their Mars Hydro lights and that's great but with my luck I'd be one of the few who ends up getting a defective light. I'll wait to see how this all turns out before I make my purchase.

Thank you for your kind understanding Wahtoogee, I am deeply touched, sincerely.

Bad products from Mars Hydro??? One has a noisy fan.. One has a hangar loose and the reflector isn't held in the greatest. Me thinks people are making mountains out of molehills... Don't sweat the small stuff. This is SMALL STUFF but if course, IMHO. Actually... Not so humble.

Koodos Wahtoogee, I agree whole heartedly LOL

 

[kharma]

For what it's worth, I received one of the new 144x5's a few weeks ago. No apparent issues upon receipt, but the recent posts had me giving it a thorough once-over tonight as I ready my room for the girls. Mounting points and reflectors look solid, and I'm itching to get things going here.

I'm sure this is little consolation to the folks dealing with issues, but hopefully they are isolated. I'd frankly be a bit pissed as well, but issues can and do arise. It's how they are handled that can make or break a reputation. Give em a chance to make it right.

 

[uptosumpn]

i agree

 

[TheMunchies]

They are accepting both of my lights as a return and are going to send 2 new 144x5
Lucy even offered to send me 1 Mars II 1200 if i wanted to go with that instead. Not sure what i'm going to do yet but i can say the issue will be resolved soon.

They will be sending the replacements once they have received conformation my lights arrived at the repair facility.

Hope everyone else has their problems solved, customer service is still top notch.

These things happen, and as someone stated earlier it's how the company responds to these situations that determines their reputation.
Well there you go.

 

[Mars Hydro]

Dear MonkeyTime, I agree with you about the reviews on the light problem so we can make the change accordingly. I will forward and disscuss this with our engineers and production line, hopefully in the future this situation will be less.

Reflector not held in the greatest? I can't hang one of my two because the reflector would fall to the ground. I took pins out of one fixture to make one of the two unusable. In my not so humble opinion, that's not a small thing for a brand new, found like that when being opened fixture. What I have seen is a lot of people saying "just fix it yourself",

This particular fixture has just been changed/redesigned. It could be nothing except the diodes that changed, but I find it funny that since they did change it, we're finding the same issue in multiple units.

I have fixtures from other manufacturers, none of them would be considered top of the line, high end fixtures, but none of the others have had issues right out of the box (I've actually had no issues with any of them). I've called two of the manufacturers, spoken to someone that day and had questions answered. It was a simple process.

Unfortunatley that has not been the case at all with Mars-Hydro. I've had emails and PM's not replied to. There is no english phone number to call. And the only consistent way to get anything from this company is thru this forum which is a day to day thing. I joined 420mag to post on this thread about these fixtures.

Maybe someone with an older 144 reflector fixture can chime in on how their reflectors are held onto the fixture. Is it just a small plastic ribbed stud (push in, friction hold)? Even some of mine that were still in place don't hold the reflector up. Which whether you consider that something small or not, isn't. Changing the reflector or lense in any way can make a huge difference on the photometerics.

If Mars-Hydro cares at all about the product they ship, I would think they would want to know about this design flaw so they can evaluate it and make changes. You can't fix something you don't know about.....

Sara, can you provide the ies (photometric design file specific to a fixture) files for your fixtures? I would like to run a few calculations on my space to see what I should be getting out of them at different spacing and heights.

In case you didn't see/get my email, my sales number was 5910.

I can't wait to hear all the support I get over saying anything but a glowing review of these lights, should be fun!

Healthy green all,

MT

 

[Mars Hydro]

Really sorry about the inconvenience, We also wanna make sure you all get 100% good lights, that is why we wanna work with the local stores, we are contacting them, hopefully we can have more local stores to sell our lights, and in this way, you can buy the light after you check it and you can get better service from there.

I couldn't agree more, when buying any product you don't want this situation. When you open your package your first thought shouldn't be "how to fix it" how could one say this is "small stuff"
Who is looking at a BRAND NEW product the day you're going to set it up and see it has this issue and thinks "oh it's not that bad" . My concerns aren't how to fix it or where I need to glue the panel. I don't work for mars hydro
My concern is my hard earned money was spent on a product that is clearly defective and unable to be used properly, and how it's going to be resolved.

To me this is not small stuff, this is a huge problem for me actually.

Thank you Celt.

I feel your frustration Monkey, but as I stated earlier, 100% QC in mass production is near impossible. My father bought a brand new Dodge truck in 1990 and it disscusted me for ever wanting to own one. No major issues but too many minor ones that took the truck out of service for days on end.
Shit happens mate. If I was closer I would offer to fix it for you but doubt I am close enough.
The things you are describing, although major for your grow, are minor in the grand scheme of things when you consider the number of lights produced and sold by Mars Hydro.
I am not trying to diminish your problems, just trying to show that 2 lights out of thousands having problems is actually a pretty good track record considering the number of units sold.
I know fixing things yourself seems ODD, but I feel this is an awesome option offered by MarsHydro. It saves us time (and money for commercial growers) when it comes to our girls and the light they need.

Totally understand.

Most certainly! I am not saying that Mars Hydro is a terrible product and nobody should buy them. Not at all and I'm sorry if that post came across like that. I only meant to say that it makes ME nervous to see these types of issues. Like I said, I was 100% on board with buying their lights. I've heard and seen some great things from other growers, Now maybe not 100%.

 

[Mars Hydro]

Yes, you are right, customer service is more important.

I completely agree on the QC topic and understand that. I can buy a few hundred fixtures for a project and I know that there will be a percentage that will show up either damaged or not working. And that is the same if it's a top end manufacturer or cost effective one. The difference is in how these fixtures are handled. As for your two fixtures out of thousands, You've got 4 out of how many people on this site with the new fixtures? It's not a case of one in a thousand, it's 4 out of about 12 since I started reading this thread and they changed the 144 to 5W diodes. Puts it in a different perspective doesn't it?

If I thought Sara/Mars sending me a bag full of these studs would solve my problem, I would be fine with a temporary fix followed by the defective and missing ones being replaced. That however, would not solve the issue. I have tried pushing them back in, but either the studs are bad, or the mount they get pushed into is too large because they don't hold.

If no one says anything, how do they improve on an obviously poor design choice? This could be as simple as them changing who they outsourced this particular item from and the new company having poor QC (actually, this is the most likely the case lol).

I was unhappy about this to start, but after my last post, I went in to check on my plant before lights out and found one of the reflectors laying on top of my plant. Again, not good.

If I disassemble the one that isn't hung and find that mounting these lenses permanently (superglue, etc) isn't going to cause issues in the future, I have no issues with doing it. But it still gets me that I have to do it from DAY ONE. Especially with a company that so many say has outstanding customer service....... Customer service is more than saying fix it yourself.

I still have high hopes for the fixtures, but would like to think that I can help make Mars aware of the issue while feeling like I got what I paid for.

Dear Six, the thing is during the weekend, we cannot check the payment status, and we cannot arrange shipment, but once we are back to work, everything will be handled very soon. Still there is a time difference so please understand us.

@MonkeyTime, you have a good point on support phone number. I waited two days for some type of order confirmation, was a little uneasy I had to post here to get a shipping confirmation. I know how this works, I've bought many items direct from China, but if pushing for broad USA (or other country) acceptance, support has to be there. With that said, I think they're trying. Good luck!

Good point, I agree that reporting issues will help improve their product.

 

[Mars Hydro]

Thank you Dennise, Gald you are always here for us.

Monkey I can't honestly say I feel your frustration cause out of over 20 lights I have received from Sara every single one has been in perfect working order... I'm not sure how I would feel being in your shoes either... I have been put in that position with another LED company and it was a serious and dangerous situation and I will never run their light again... however in M-H case I would have to agree with all that has been said.... I'm sure Sara will allow you to send the unit back and send you a new one but that takes time.... a thing she has learned is the one thing growers will go ballistic over... girls with no light = no harvest and she knows this.... that is why she gives you the option of fixing little things and it not voiding the warranty... M-H is in the process of trying to find service centers across the country here and in other countries but as she has stated it takes time too.... I am sure that once you get things straightened out... your girls are going to love the lights.... and no I am not in any way form or fashion associated with M-H.... I simply love my lights and the customer service I have received has been above reproach.... I truly am sorry you have had such a rocky start with M-H and I hope it is all straightened out for you soon......

Monkey great point on saying that it has mainly been issues with the new 144x5.

I think this is the case as well as I did a lot of research and even had first hand experience with a 144x3 that a friend owns, i never saw any unpleasant post on the light build quality until recently. I almost feel the 144x5 lights that have been sent out were test models or something along those lines.

The way my panel is popping out of the fixture just makes me so paranoid, I don't want to go into my garden one day and have my panels sitting on top of my canopy like you found yours. What a dangerous situation. I'm also glad the hanging fixture came apart when it did as well rather than hanging in my tent and then crashing to the ground.

I'm eagerly waiting for a response to see how they are going to handle this.
The "fix it yourself" motto some people keep bringing up is something I don't want to deal with, this is a brand new product. Even supposed the "newest" of their lights because of the upgraded diodes if I'm not mistaken

 

[Mars Hydro]

Your always welcome and thank you too, SweetLeef

Just got my free light!

So stoked!

Thanks Sophia, Sara, and the rest of the family at Mars-Hydro!

Now, to figure out where to hang it... I know! How about in my weed tent!! Hooray

 

[Mars Hydro]

Thank you supergroomer

Dennise is correct. I had a problem with one of my 400's. I was not able to fix it myself. Sara sent me a shipping label. Boxed it up and sent it out on Monday. Their repair center in Pittsburgh received it on Wed. They shipped it out Thurs and I received it Mon. While not perfect it got my light fixed and I was satisfied with the results. I have suggested to Sara that maybe they could have loaner lights at their repair centers that could be shipped out (Credit card or something for collateral) and when you get your light back fixed you return the loaner. That way you have a light while yours is being fixed.

As I stated earlier Munchies... I'm sure Sara or Lucy or who ever you deal with will allow you to return the light and send you out another just know it will take time....

 

[Mars Hydro]

Cannot see the pic, anyone can see it? Hello lostreas, can you send email to me?

Hello to everyone, hello Sara...I recently got 300w "old models" from you and i am facing a slight problem with one of them. When the lights go off, one of the leds stays dimly lit as you can see in the pic. There appears to be no light in the room but if you look underneath the led you can see its very very dimly light.

I was wondering if this is gonna cause a problem in flowering since i know that even the slightest light could create problems. I haven't understood because you can't really see anything in my room with lights off, even the slightest glow of light. But when i look under this damn led, i am seeing it how i described and what you see in the pic. What can i do for this? I tried to connect it to a different timer (i have them connected to a relay timer that you can see in the pic too), to different socket, still the same. It goes completely off only if i don't have it connected to any socket. I can't do everyday the same with lights off come flowering time. It would be very impractical.

Thank you.

 

[Mars Hydro]

Thanks Sara, I will be looking to purchase more lights this fall and this helps. I would like some like that for vegging lOL

Emailing you now Sara. Thanks for the help

 

[Mars Hydro]

It is my job and I always welcome your true feeling here, if there is no problems posted, we will never know what we can do to improve. And we need to thank you all.

Right on sara, appreciate you reading through the forums.

thank you uptosumpn.

Come on now people he is speaking the truth tho!.....I havent had the opp to check mine fully yet, (think i better) as I am still waiting on tents and other supplies to arrive still...hope mine are ok. But at the same time, if it is a easy fix then I would at least give it a go. (even though none of us should have to open up a damm brand new product to fix!) but still from the pics i saaw of a opened unit, it looks easy to access all main parts.(if its a defective part Mars should send another) cant be that hard to just open and check, if its needs to be sent out then i think Mars should pay for express shipping BOTH ways! for the inconveince because its a NEW light!...and we all need our lights all the time..most of us dont have multiple lights and if you do, they are all prob in use , so cant afford to be without em especially during a grow...remember we all are growers and are "creative" @ figuring s*** out when it comes to our plants, grow room set-ups, heating probs, ect. so why not this too....IMO just open it up and check, maybe its something simple you can fix....remember, you didnt know you could grow weed neither, huh? JMHO. Looking to see the resolution /cust service handle this one. because this affects all of us here....smoke one, peace.

 

[Dennise]

I just sent the pic you couldn't see from Lostreas to your email....

 

[Mars Hydro]

sure, feel free to order on our website.

ThanX Sara ,
I need a light for my mother plants & another fo clones productions
so I'll be getting 2 of the 5 watt reflectors now & look at the Cree when they hit the USA

 

[TheMunchies]

Everything I wanted answered has been, I will be returning my lights ASAP for replacements. Lucy and Sara I thank both of you for the help, I wish best of luck to the other customers who are in need of assistance.

I will be back once I receive my replacent lights.

 

[Mars Hydro]

Thank you kharma

For what it's worth, I received one of the new 144x5's a few weeks ago. No apparent issues upon receipt, but the recent posts had me giving it a thorough once-over tonight as I ready my room for the girls. Mounting points and reflectors look solid, and I'm itching to get things going here.

I'm sure this is little consolation to the folks dealing with issues, but hopefully they are isolated. I'd frankly be a bit pissed as well, but issues can and do arise. It's how they are handled that can make or break a reputation. Give em a chance to make it right.

i agree

 

[Mars Hydro]

Hopefully Lucy had solved the problem for you... Everyone, I hope if you have any problem here, please don't get too anxious, we are in China, and sometimes we cannot reply you in time, but that does not mean we are avoiding the problems, we will get back to you as soon as we wake up and check the emails. Absolutely you can post here, to remind me, cause sometimes I don't know about your problems, and in this way, I can remind other colleagues who is dealing with your case to notify the problem and help you sooner.

They are accepting both of my lights as a return and are going to send 2 new 144x5
Lucy even offered to send me 1 Mars II 1200 if i wanted to go with that instead. Not sure what i'm going to do yet but i can say the issue will be resolved soon.

They will be sending the replacements once they have received conformation my lights arrived at the repair facility.

Hope everyone else has their problems solved, customer service is still top notch.

These things happen, and as someone stated earlier it's how the company responds to these situations that determines their reputation.
Well there you go.