Customer Service/Support
My outdoor lights have a problem with half of the lights have stopped working. Still under warranty. Opened a warranty replacement case and the Agent was in touch asking for details/pics etc.Fine, but after I provided all the requested details (Serial No/Firmware/Receipts/Pics etc). The case has gone dead/cold and no response from Nanoleaf “Support” at all. And i don't have any word on getting the lights replaced, that are well under a year old.
Appalling customer service.
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Offizieller Kommentar
We understand how frustrating this situation is, especially after you have already provided all the required information and the lights are still well within the warranty period. Thanks so much for your patience as we get through the holiday rush. When a case appears to go quiet, it is usually due to a backlog or the ticket awaiting internal review, but that does not mean it has been closed or ignored. The best next step is to reply directly to the original support ticket so it is brought back to the top of the queue, or submit a follow-up request referencing your existing case number so our team can continue the warranty process and move this forward. Our support team is the only group that can issue replacements, and they will be able to review your submitted details and provide an update as soon as the case is re-engaged. You can reach us here https://support.nanoleaf.me/hc/en-us/requests/new
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Hi Chester - exactly the same issue with us with our outdoor lights. The controller is not working on a unit which is less than 6 months old. Nanoleaf asked for pictures, we provided, they said they’d pass onto their warranty team to arrange a replacement. No response from warranty team but they have since closed the ticket and were back to square one without a replacement. @Nanoleaf - who do we call for prompt replies? What is the email address or better still phone number? This has been going on for weeks now, unacceptable and really disappointing.
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Hi Christine,
I got a response to my second ticket and they were actually good about it. Stated that they are just really busy!
I'd suggest maybe reaching out to them again?
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Hi Chester, we’re having the same issue with our outdoor lights—the controller on a unit under 6 months old has failed. We sent photos as requested and were told it would be passed to the warranty team, but we’ve had no response and the ticket was closed without a replacement. @Nanoleaf, who can we contact for a faster resolution? This has been ongoing for weeks and is very disappointing. Check
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