Verified Company
I recently had some issues with my Watts lights controller and couldn't get them to connect to the internet. This has been an ongoing issue periodically. It turned out that the Watts lights needed to be on the 2.4g wifi setting rather than 5g. Once Watts customer service got back with me, they helped me do some trouble shooting. After unplugging the controller and doing a hard reset. All worked well. I was told that the lights needed to be on the 2.4g wifi NOT 5g. So I went into my router settings and split the wifi signal and ensured the Watts was assigned to the 2.4g wifi signal.
I was followed up several times over the next 10 days to see if it was all working well. It took several days and several calls and emails to get a person to speak with. That is why I gave a 4 rather than a five. The actual customer service was excellent.
I have these lights since 2022. The light was having some issue with connectivity and the power source gave up once. I contacted them and they responded quickly and have the issued fixed with no hassles. Recently, I have some issues with the light again (something that if I had known I could have fixed it myself) they came out and got it working for me with no hassle again. I had great experience with their customer service and the way the honor their warranty. I'd used them again. The light is working great now and I love the new updated app that they have. It's so much better compared to the first version.
Worst customer service on the planet without exception. No one ever answers the phone...ever. Emails go unanswered except for the obligatory "we'll get to you when (and if) we get to you". We have left several emails and voicemails and no way to escalate because no one answers the phones or emails. Been well over three weeks and counting with zero response at time of this post...
After 2.5 years of having the lights working great, half of them (second level of the house) started having glitches. I reached out to the support team who informed me that the local dealer who installed the lights was no longer servicing them and we would now be subject to a new dealers call out fee of $250. None of this was disclosed at purchase as a full parts and install warranty was mentioned, nor a third party dealer. After replying to this, there was 4 weeks of unanswered follow ups on a solution. Service was finally completed on the issue but after 1 week, the issue of glitches returned. I let the support team know and there has again been no response for another 4 weeks with multiple follow ups.
After only 2.5 years, half of the lights are not working and the support team will not reply to help get the issue sorted out.
When the lights work, they are great, but unfortunately the customer support has been non existent when there is an issue.
Had lights installed in Fort McMurray in 2022. 1)Shortly after install the controller was not functioning. Reached out to Watts, they had just released a new controller 2.0, had to pay full price for new controller. ($350)- self install.
2) within a year a section of lights failed, Watts replaced it, service provider was Fraser Electric.
3) 3 years after install (current situation) the whole upper level of my lights have failed. Watts has been unable to maintain a service provider in Fort McMurray, the former installer is no longer around. Repairs can only be conducted by a “certified” provider. Been waiting more than a month for a service call and only crickets. Currently the service provider is Powermax.
All repair labour costs are the customer’s responsibility although can only be performed by “certified” Watts repair provider to maintain the remainder of manufacturer warranty.
The lights look great, very concealed. Just terrible service, multiple events and issues. The original installation wasn’t great but accepted it, because I was one of the first few installations in Fort McMurray.
Not a pleased customer.
I requested an estimate on November 20 of 2024 for lights and have yet to hear from them aside from the standard we have received your email and will get back to you response. I filled out all the required information on the form to get an estimate, but apparently my house isn’t worth it. Very Disappointed
Reply from Watts Lights
2025.01.19
Hi Debbie, I am very sorry your local certified Watts contractor did not reach out to you. We would be happy to help you get a hold of them and figure out went wrong. Please note, you submitted your review to our Google account (the manufacturer) not the local company who would be doing your estimate.
Please reach us at info@wattslights.com so we know what area you are in and we will be happy to help you get an estimate from a contractor in your area.
Please reach us at info@wattslights.com so we know what area you are in and we will be happy to help you get an estimate from a contractor in your area.
At Bosch Lighting, we pride ourselves on offering only the best products and services to our customers, and Watts Lights have consistently exceeded our expectations. These premium lighting solutions combine stunning design, top-notch quality, and seamless integration with the Watts app, giving our clients the perfect blend of beauty and functionality.
The team at Watts Lights has been incredible to work with. Their attention to detail, commitment to excellence, and exceptional customer service make them a standout partner in the lighting industry. Whether it's for permanent accent lighting or landscape projects, we can always count on Watts Lights to deliver reliable, innovative products that help us bring our clients' visions to life.
If you're looking for premium lighting backed by a company that truly cares, we highly recommend Watts Lights. They’ve helped Bosch Lighting create countless happy customers, and we look forward to continuing our partnership for years to come!
