This company has the worst customer service. They run two businesses out of their office Yin Yan and Cowboy Studios.
I bought the 3000W kit, first time I opened it, the sandbag broke, lights were not working so I exchanged it with Amazon.
2nd Kit came in, the parts were compeltely different, The company's name wasn't even on the parts. Still no sandbag.
a 3rd Kit came in, no sandbag either, I finally had to call the company they sent me a different sandbag. After about a 2 weeks of using the kit, the clamps that hold the heads to the poles started to crack. Where you tighten the head, the plastic started to crack through, making it impossible to tighten.
After this point, Amazon said that I have to call Cowboy studio directly it was after 30 days. So I did. Cynthia Parker promised to send me 6 clamps so that I can have some as backup, they only sent me three. When I tried to put them on the head, they were to small, they wouldn't fit. (and one was missing washers)
I spoke to Emily, Cynthia's manager. She promised to send me a 4th light and all the replacement parts. This was suppose to happen on sept 19th, 2011, and UPS tracking number showed that it was going to be delivered on the 22nd. Well on the 23rd, nothing has been shipped yet. Emily finally told me and apologized that they were trying to gather all the parts.
They sent out the 5th replacement order. I received it on the 27th. When I got it, the 3 clamps that they sent me were the exact same size as the small ones that didn't fit. On top of that, the 4th light that they sent me, didn't even have clamps to screw onto the pole, and finally the broken sandbag that Emily promised to put into the box (even though it was written on the box) was never in the box.
I called them today. Emily is denying that that parts don't fit, even though I sent them pictures of the sizes being to small, and she claims that the 4th light came with all the parts.
Now they will not even answer the phone, they put me on hold and hang up the phone. I call their store, and they answer the phone and hang up. What kind of customer service to they have. My next step is to contact BBB, Consumer Affairs, and blog about their poor customer service on any review site about their products.
Do NOT get involved with this company. Amazon even took this product off the market with this company because of all the issues people were having.
There are several other companies out there. This is a generic product that Cowboy puts their name on, and I warn you not to deal with them. They are horrible with customer service.
If anyone is going through this problem, you can try Emily on her direct line 972-832-6928 because they don't answer their office phones. Her email is
emily.cowboystudio@gmail.com.