I ordered two Finnex Ray2 48" DS lights. After some hassle with amazon losing my packages, they arrived today, I eagerly plugged them in only to find out that BOTH of the lights have this problem. One fixture has the right-hand side out, the other has the left-hand side out.
Amazon customer service was excellent today. They are scheduling UPS to pick up the defective lights tomorrow morning and they 1-day shipped the replacements. Here's hoping the lights are in good shape, otherwise it's going to be a refund and time to start shopping again...
Hey guys, most of these issues are caused during the shipping process. The black or red wire you see running from your LED boards are detaching themselves from the transformer within, explaining why the fixture passes quality control pre-shipping at our warehouses and are reporting Dead Upon Arrival there after for a select few. As the transformer is not secured in to the fixture, during shipping it tugs on those wires. We've made adjustments to our packaging methods and are working with Amazon to adjust theirs as they've been using little to no cushioning material.
A few customers buying our 30"+ fixtures have reported this issue, mainly dealing through Amazon. I suggest dealing through us so that we may pack your fixture properly until Amazon comes up with a shipping solution. If you do have a newly acquired fixture experiencing the same issue, contact firstname.lastname@example.org to set up a replacement.
Normal use and accidental drops should be no problem as I have, and I'm sure others have as well, accidentally done so. I'm sure more extremes go on behind the scenes at carrier distribution centers, especially with heavy or oddly shaped packages.
Regardless, we need to make changes as well. Developing a transformer that is outside the fixture just like the FugeRay.
Its basic resoldering of the wire but we still request that we do the work to make sure it's done right.
As for Amazon, they've been extremely helpful but state they can not make special shipping arrangements to particular units due the amount of volume of inventory they deal with (in conjunction with their frustration free packaging). Brown paper on only one end isn't enough but we were told we can pre-pack them before shipping to their warehouse, which will now be done on all units they possess.