On my end, I called the supplier after getting the call from the customer. Originally, it appeared to be a cold weather failure. Senior Supply Guy #1 researched it while we were on the phone, pulled the ticket from July, got the part number, and then said we ought to start with swapping the lamp, to see if the problem went away.
Prior to my arrival on the customer's site, the fixture failed entirely.
So, I stopped by that day, picked up a lamp and headed over to the customer. I installed the second lamp, and no light. I verified voltage at the supply side of the ballast. I tested the cap with my megger and it never reached infinite resistance. I figured this to be the problem, but figured when I get the new ballast (and eliminate all doubt) then it would have a new cap anyway, so who cares.
I called the supplier again, talked to the same guy, told him I was working on that light and it appeared to be the ballast. He said he could have one in by the middle of the following week.
In the middle of the following week, I called to see if the ballast had come in, and it had. So I went down there, ballast in hand, and Senior Supply Guy #2 tells me that he can't just exchange ballasts, he would have needed the whole fixture, and then he could "see what he could do." I was not in the mood to argue, and figured a clean criminal record was probably an asset to me, so I just left.
I had my guy swap the ballast, and still no light. Turns out the second lamp was a dud, too, and my guy bought lamp #3 at a closer supply house.
So, as of right now, I am looking at having purchased two lamps and one ballast for a fixture that I purchased less than six months prior to failure. I am debating just what to tell these two chuckleheads Monday, but I figure I would seek feedback on other's experiences prior to telling them where they should get off. I'm thinking I'll give them the option between giving me the ballast and lamp, or my company taking a vacation from their services for three months or so.
Also, my boss and I are wondering: How much do you mark up HID fixtures due to failure rate? Seems like half the time they croak before the warranty is up. Seems like for a one-off, one wallpack installation we're going to wind up charging for two trips and a 200% markup just to break even. Thoughts on this? Is there a better light manufacturer?
