Do Not Buy SB Reef Lights

AquariumSchmo

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WARNING: Do not buy from SB Reef Lights. I have an 18" sBox Basic. The knob for the blue channel no longer adjusts the brightness, only off and on; it stays at the same brightness level no matter what. Also, both channels don't click on until about 12%. They supposedly have a 2 year warranty, but won't respond. I have sent multiple emails, left multiple voice messages over the last two weeks, and just recently tried contacting them through Facebook too, but haven't heard back. Save yourself the hassle and don't buy from them. Apparently they don't stand by their product.
 

jcook54

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I "like" your comment but of course I don't actually like that you can't get a reply from them. Thanks for the heads up and maybe someone on here has a contact that can help out?
 

popsbjd

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Are you in their support group on Facebook? Mike Herman or his wife Colette usually respond. Their response time is generally slow. There are only 3 US employees I think and they run a LFS.

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AquariumSchmo

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Are you in their support group on Facebook? Mike Herman or his wife Colette usually respond. Their response time is generally slow. There are only 3 US employees I think and they run a LFS.
I saw that they have one, but to join, they make you agree to not post warranty issues.

Lighting is one of the most essential parts of a reef tank. If they can't respond within a day or two, then they shouldn't be selling lights. Two weeks and still no reply is absurd. People have lots of expensive coral that relies on light. Luckily I still have an old MarsAqua.
 

ActiveAngel

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That’s odd that you can’t get ahold of them. Everytime I’ve called them, they answer the phone. I’ve never been able to reach their voicemail. Its always either the owner, his wife, or in one case it was their daughter. They’re always super friendly too. In the past, other friends have told me that they honored their warranty long after 2 years too. I wonder if there is extenuating circumstances for their lack of responses, or if they actually turned bad and are actively ignoring you.

I’m happy to call them for you and give it a try; maybe during the next meeting. I don’t know if they’ll remember me; but it couldn’t hurt.
 

anit77

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I have 5 of their sBox 16" Basics. 3 of them have been wired to dim via my Apex. I haven't tried to contact them in a while but every time I have in the past I got a response.

If for what ever reason you can't get it fixed I can do it for you. I have spare nobs and drivers. Doesn't take long at all to repair.

There are many lights that won't dim below about 10%, even Kessil's before the latest gen don't. These are really just Black Boxes with a much better spectrum than the dirt cheap ones.
 

AquariumSchmo

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I'm normally pretty chill, but after two weeks of no reply, I sent one final email yesterday evening and told them if I don't hear back by the end of the day today that I would be writing about their poor customer service on all the reef forums and Facebook groups. Savage maybe, but I feel like I am justified in being upset. After sending that email, I finally heard back. No apology, they just gave some instructions and told me to try to fix it myself. I understand there is a possibility that a family emergency could have come up, but if that were the case, I think they would have put up a message on their website or setup an auto email reply.

I opened the case and everything looked fine. The cable they told me to check was still plugged in. They said to try swapping them and that I may need a new dimmer module, but it doesn't look like the other end of the white cable can come out. At the moment, I'm waiting on a reply again; I want to send it in for repair.

From what I read on their site, customers have to pay to ship it to them. I've only had this light for 4 months at most.
 

trizzino

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Sorry to hear you’re having difficulty. I don’t own their product but generally I’ve heard good things about them. I hope they get this resolved for you.
 
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