Reply from LamplanetOct 8, 2019
UPDATE 4:
Resent :)
UPDATE 3:
This is an entertaining tennis match here. No matter what we do it just seems to be getting worse in this our relationship. We did reply to you, but today we just found out the email server has been lagging, so some emails didn't send...unfortunately, this scenario where we're trying our best to make it good, just keeps getting worse. Sorry.
The email should now have reached your inbox.
UPDATE 2:
Our team does change. Many of the support agents have changed too. Please don't judge us by the past, judge us by the present. Some in the past did lack the empathy we pride ourselves on and were being too close minded with the policies set internally and may have not been flexible enough, so they are no longer with us.
If you change your mind, screenshot this comment and send it to [email protected] with your previous order number or the email you used to purchase so we can track the issue correctly and send your rasengan lamp with the upcoming batch.
We've now done all we could to resolve your issue satisfactorily. Your choice ;)
Sincerely,
Lamplanet Support
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UPDATE: Alright. That sounds like it's truly damaged and requires a replacement.
Hit us up at [email protected]
On the 31st of August ends the reservation period for the Rasengan Lamp and we could include another unit to replace yours.
Hit up our support and let's fix that for you. Sorry for the inconvenience <3
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Hey Kiceo, sorry you feel this way. We and 99% disagree with the "garbage" statement, but anyway, everyone has their opinion and we accept it. We're here to help and always will be.
Regarding taking it back, we only do so when it's truly damaged. I can't track your case from here since there's no order data or email to track back to, but based on the mention of "receiver" I assume you have the Rasengan Lamp.
Let me explain.
The "scratches" shouldn't be scratches. Those are the representations of scars, wounds and battle details just like the DBZ and Naruto anime/manga show.
The bottom is made of isolation foam to protect your lamp from heat and electricity that could break the internal circuits. Yes, it's glued on, so that you can access the bottom if anything needs to be fixed in the future so your lamp lasts forever. Sometimes it separates a bit in which case it's illogical to take it back...in these scenarios we advise to glue it back on and done.
Regarding the sensor if it is pushed in due to shipping mistreatment, jus pull it back out (access it from the bottom of the base lifting the foam) to the point where the receiver is again outside where the remote controller's signal can reach it.
If the figure doesn't stand and it's placed into the holes just like we explain in the set up video referred to in the instruction paper included in your package then there's an issue which definitely needs a replacement: https://lamplanet.com/pages/setup
Any other thing, please let us know. xoxo
