Ron
Had a problem but Mike solved it completely!!
Had a problem but Mike @ XenonPro solved it Wonderfully!! Number 1: Their website says "Extremely simple and quick Plug & Play installation". Dictionary definition of “plug & play” is "denoting or relating to software or devices that are intended to work perfectly when first used or connected, without reconfiguration or adjustment by the user". I purchased LED Headlights for my 2002 Thunderbird. First, the retaining ring for the headlight bulb would not fit over the Xenonpro bulb. They told me to cut the ring to try & make it work. If it failed to work or ruined the ring, I would no longer be able to use it. Also, the retaining ring is no longer available anywhere (not even the Ford house) so I would be unable to replace it and go back to original headlights. Next, the LED bulb is longer and hits the fender/fender well when installed in the headlight assembly so the headlight assembly cannot be re-installed without modification. They continually refer me back to the multiple page of “terms” (legal speak) where buried in the middle, it says you may have to make modifications to your vehicle to use their products. But prominently on their website is the “Extremely simple and quick Plug & Play installation” wording. How is a person supposed to know if their car will need modification unless they either have the LED bulb in hand or the measurements of the LED bulb available to them before purchase? Would you make irreversible modifications to your low mileage, classic vehicle that will drastically affect the resale value for LED bulbs that were supposedly “plug & play”? Finally talked with Mike, a manager, at XenonPro and we have resolved the issue to my satisfaction and his. Mike was very professional and totally understood what my issues were and took VERY good care of me. I have received a full refund and am extremely satisfied with their service. Once I was able to communicate with someone via telephone, we were able to take care of everything. Would definitely recommend them in the future!!
Response from XenonProNov 15, 2022
Hi Ron, Thank you for your review and feedback. A senior manager will call you to setup a return in light of your surgery and inability to work on your vehicle during that time. Your business and satisfaction are extremely important to us and this is not the type of experience we strive to deliver. We would, however, like to add a bit of context to some of the points you bring up. Aftermarket headlight bulbs are different by design. We thoroughly explain the differences within our product description. We also discuss potential fitment issues for vehicles with retainer rings such as your Thunderbird. When vehicles have complex systems that hold the bulbs in place, our team offers potential solutions. Whether you decide to move forward with our suggestions is entirely to your discretion. Our goal is and always will be to help our customers. Unless you called us outside of our operating hours, our phone lines should be active. We answer hundreds of calls on a daily basis and regulalry test and monitor our phone systems. That being said, we look forward to speaking with you and resolving this situation to your satisfaction.