not to diss on mars,but i recently bought an HLG scorpion rspec and something went wrong with it,less than 24 hours after i let them know there was a new light on the way with a return label. while i'm not happy the light malfunctioned you can't beat that for warranty service...no questions asked,your new light is on the way...plus they give me a way better discount...
that said,none of my mars light have had any problems at all...or the tents...but from what i have read,if i did,it would be a much larger hassle...
Uncle, as you know, there is time difference. So there will be delay on the response. Our service team is working hard. They tried their best to handle each case. Sometimes, they might spent extra hours to help customers even though it is off-working time.
Generally, if the products have any issue, they will ask for the pictures. Because they engineer depatment will need the picture to figure out the real issue. This is very important for the whole warranty process. If they offer wrong solution, it will waste a lot of time. So offering the picture is the most efficient way.