FAQ

Orders go to your specific project manager.

Brande – Brande@marvistasales.com
Jason W – Jason@marvistasales.com

General lead times can be found on our website under our freight terms tab

Freight terms can be found on our website under our freight terms tab

Shipping info on location can be found on our website under our freight terms tab

LED lighting fixtures come with a warranty.  The time frame of the warranty is different for each manufacturer.  If the fixture has stopped working or is defective in some way please send over the following info.  To check to see if the fixture is under warranty the PO number from the distributor that placed the ordered is needed.  With the PO number a brief description of what the fixture is or is not doing must be sent.  E.I – fixture does not power on, fixture EM does not work when power goes out, color seems to be changing, fixture is strobing, etc. A claim can be entered with the manufacturer to get a replacement part or new fixture depending on the request.

Do NOT refuse the shipment.  If the damage is seen upon delivery make a note on the BOL/shipping info the carrier has to be signed.  Take pictures of the damage and send them along with the PO to your project manager at MVS. All claims on deliveries must be done within 10 days of the delivery.  All deliveries should be opened and inspected to make note of any damage.  Concealed damage of a fixture that the packaging looks perfect on take a picture and send that along with the PO to your project manager at MVS and they will file a claim.  Freight claims on shortage or missing items are to be noted upon delivery.  Inform your project manager at MVS right away and they will send over the freight claim form to be filled out.

A request to expedite can be sent into MVS asking if a manufacturer can improve the production time.  There is no fee to ask for a request but there is no guarantee the date of an item can be improved. Changing the shipping to NDA or 2^nd if available can also be requested. (expedited shipping is covered by the customer if requested)

The Acuity Distributor Center or the ADC can be accessed with the link below the questions.  If you are a new user or a user that is having trouble accessing, please reach out to Mar Vista Sales.  The ADC is a great tool that can be used to place orders, check stock and follow orders for Acuity Brands.  Please note that only orders for Acuity will show info and get updates.  If the manufacturer is not Acuity, the order will be seen but it will not get updated.  For updates on those orders reach out to your project manager at MVS

Please send back the email with the info about the claim to the project manager to have them verify with the manufacturer.   Each claim request is different, and some may require sending back defective products to be tested.  Others will be field scrapped but always verify. If there is something that needs to be sent back, there could be a charge for the replacement and a credit to be issued once the defective is sent back.

Mar Vista does offer programming on projects that use Acuity controls.  If the project has startup with it please have the distributor running the project reach out to Mar Vista Sales.  The distributor will receive the paperwork to get the start up scheduled.  Projects that do not use Acuity controls are not programmed by Mar Vista Sales.

Yes, please send over current plans in PDF.  The request will be sent in to the queue to be completed.  Time frame to turn around a layout is 7 business days depending on the complexity of the request.

Start up request must come from the distributor.  When the project is ready to have startup done the contractor should info the distributor.  From there the distributor can send over the PO number for the project and request the forms.  Once the forms are completed and returned the tech will reach out to the contact listed and schedule a date