Replacement Splash Guard CD-21109

64Texan · 05/15/2007, 02:39 PM

Staff at DFS,

I purchased these lights a couple weeks ago and in the instructions it mentioned 2 set screws for the legs. Are these no longer included in the packaging? If not they should as I need to replace the splash guard as a result of one of the legs shifting when attempting to place the light on top of the tank! The light dropped on to the corner of the tank and broke the splash guard but fortunately all of the bulbs appear to work fine.

What is it going to cost me to replace the splash guard? Also, are these screws still available?

I'll just call this set back #1...

Thank you.

BTW - Very pleased with the product and everything in regards to the transaction, I'll be back.

dfs/la2 · 05/15/2007, 03:55 PM

64Texan,

Thank you for your order and post. We apologize to hear about your light fixture missing the two screws and the broken splash guard. We have contacted the manufacturer, and the item #21109 does include set screws for the legs. We ask you to PM us or call 800-443-1160 with your customer information and we will be happy to have the leg screws and splash guard sent at no cost to you.

Pat S.
Technical Support
Drs. Foster and Smith

64Texan · 05/15/2007, 06:03 PM

You folks at DFS operate a business like my Father and I did! May not mean much to others that read this, but we did it the old fashioned way where your word and a handshake was all it took.

This experience was frustrating for me but the outcome of it will totally erase that in the end! I could not be any happier, and I'll say that y'all went over and beyond expectations as far as standing behind a product!

It was great talking to you Pat! It' comforting to know that you have been with the company like you have and probably have the same enthusiasm for what you do now as when you first started. Keep up the good work and please note the other two gals I spoke with as well.

I look forward to my next purchase.

Thank you,

Kenton

DFS/LA1 · 05/15/2007, 06:12 PM

64Texan,

Thank you for taking the time to post after you spoke with Pat in our technical support department. We appreciate your thoughts and strive to have all customer experiences with Drs. Foster and Smith end this way. If you have any additional questions once the parts arrive please let us know.

Kris W.
Live Aquaria Supervisor
Drs. Foster and Smith

64Texan · 05/15/2007, 06:56 PM

We'll do. You guys are a great assest to have here.

Thank you.

05/15/2007, 06:03 PM	#3
64Texan Registered Member Join Date: Apr 2007 Location: McQueeney, TX. Posts: 63	Customer Service to the "T" You folks at DFS operate a business like my Father and I did! May not mean much to others that read this, but we did it the old fashioned way where your word and a handshake was all it took. This experience was frustrating for me but the outcome of it will totally erase that in the end! I could not be any happier, and I'll say that y'all went over and beyond expectations as far as standing behind a product! It was great talking to you Pat! It' comforting to know that you have been with the company like you have and probably have the same enthusiasm for what you do now as when you first started. Keep up the good work and please note the other two gals I spoke with as well. I look forward to my next purchase. Thank you, Kenton

05/15/2007, 02:39 PM	#1
64Texan Registered Member Join Date: Apr 2007 Location: McQueeney, TX. Posts: 63	Replacement Splash Guard CD-21109 Staff at DFS, I purchased these lights a couple weeks ago and in the instructions it mentioned 2 set screws for the legs. Are these no longer included in the packaging? If not they should as I need to replace the splash guard as a result of one of the legs shifting when attempting to place the light on top of the tank! The light dropped on to the corner of the tank and broke the splash guard but fortunately all of the bulbs appear to work fine. What is it going to cost me to replace the splash guard? Also, are these screws still available? I'll just call this set back #1... Thank you. BTW - Very pleased with the product and everything in regards to the transaction, I'll be back.

05/15/2007, 03:55 PM	#2
dfs/la2 RC Sponsor Join Date: Feb 2006 Posts: 4,435	64Texan, Thank you for your order and post. We apologize to hear about your light fixture missing the two screws and the broken splash guard. We have contacted the manufacturer, and the item #21109 does include set screws for the legs. We ask you to PM us or call 800-443-1160 with your customer information and we will be happy to have the leg screws and splash guard sent at no cost to you. Pat S. Technical Support Drs. Foster and Smith

05/15/2007, 06:12 PM	#4
DFS/LA1 RC Sponsor Join Date: Feb 2006 Posts: 468	64Texan, Thank you for taking the time to post after you spoke with Pat in our technical support department. We appreciate your thoughts and strive to have all customer experiences with Drs. Foster and Smith end this way. If you have any additional questions once the parts arrive please let us know. Kris W. Live Aquaria Supervisor Drs. Foster and Smith

05/15/2007, 06:56 PM	#5
64Texan Registered Member Join Date: Apr 2007 Location: McQueeney, TX. Posts: 63	We'll do. You guys are a great assest to have here. Thank you.