I wanted to make a post addressing some of the things you’ve been seeing over the last few months about our products. I’d like to personally apologize for anyone who has had a bad experience with any of our lights. Last year we hit some serious snags in production and I want to show you guys everything we’re doing to make our lights more awesome than ever.
Before I get into it, a few things you should know.
I started this company in 2010 because at that time, companies had bad customer service and were known to ship out low quality lights, and I knew I could do better. So nobody has been pained more than me these last few months seeing all the posts about our top end products not living up to our quality standards. My goal from the very beginning has been to provide top quality light show products to serious, passionate glovers, and that value has carried us to where we are today.
As we’ve grown, we’ve learned that there are times when small, crucial details can slip through the cracks. When they do, our response is to a) correct what went wrong and b) make our customers happy.
After this I’ll tell you everything we’ve done to correct the mistakes. But first, you should know that we will always do everything in our power to make you, the gloving community, happy. If we’re not, we’re doing something wrong. To that end, all eLite glove sets are covered under a free replacement 1 year warranty.
So to start, the Element bulbs. We went to an American manufacturer to produce them so we could work hand in hand with them to make an even higher quality product. Unfortunately, that strategy backfired. Many of you have seen or experienced bulbs popping right off the damn chip. I know that hurts and every time I see it posted, I feel it, too.
When reports of this first started coming in last summer, I made our manufacturer take back our entire inventory to diagnose and fix the problem. We discovered they were cutting the LEDs too short before soldering them. So they fixed it, sent us everything back, and we did a full quality check. Everything seemed to be in good shape.
When we released the Element V2 in early December, we said confidently that the bulbs were reinforced, and that was true. We made sure the manufacturer knew how long to cut the bulbs and it appeared they were soldered in just fine. However, it turned out a few of the batches still weren’t up to spec, and we weren’t able to catch them before the rush of holiday orders came in. So to those of you that opened broken Elements in December, I am so sorry.
We sent every chip back. Again. We thought the advantages to working with a local American manufacturer would be less errors and easier communication. What we realized is that our long-time overseas manufacturer was able to solder them in super strong and accurately, to the point where you can literally bend the bulb all the way up and down and it would still work (though I don’t recommend this).
Now, finally, I am supremely confident with every Element that we send out. I want everyone to have them. Anyone who sends in old Elements for an upgrade will get a set of brand new, super strong eLite Element V2 chips.
Another thing we discovered this year was tint issues. Some people were getting sets where the tint of the bulbs in the set didn’t quite match up. Those of you who have collected bulbs over the years know how frustrating it is when you have matching colors and patterns, but the tint just doesn’t cut it.
When we heard about this, we immediately tested our inventory and went back to the manufacturer requiring much stricter specifications and created a new sorting process for our receiving team to ensure that every glove set will have matching tints. Again, I can say with supreme confidence now that this will never be a problem again. If it is a problem for you, let us know and we will make it right.
This year we have significantly strengthened our quality control teams with improved processes and increased staff. In addition, our customer service team now works in real time to immediately report any issues to our engineers, and regularly analyzes customer feedback. As always, if by some chance something goes wrong, you can know that our customer service team will ALWAYS make it right. Those guys are literally awesome.
Thank you for reading, I hope this sheds some light on the situation. I wanted to be completely transparent with all of our customers and the community. We go out of our way to take care of every customer who buys from us. Without the community, we’d be nothing. Now, onto a very bright future with some amazing new releases coming for the year ahead 🙂