Progress Lighting Customer Service — Professional Guide

Overview: what to expect from Progress Lighting support

Progress Lighting is a major residential and light-commercial lighting brand; their customer service focuses on warranty resolution, replacement parts, technical support for installers, and order/availability inquiries. In practice you should expect three core outcomes from a customer-service interaction: product identification and verification, solution proposal (repair, replacement, or refund), and logistics (RMA, shipping, or local dealer coordination). These are standard across lighting manufacturers and are how Progress Lighting structures its case handling.

While exact response SLAs vary by channel, a realistic industry expectation is acknowledgement within 24–72 business hours and resolution or an agreed next step within 5–14 business days for simple warranty claims. Complex commercial or custom-order issues (lead times, finishes, multi-fixture orders) can take 2–6 weeks to resolve because they often require factory verification or parts procurement.

How to contact and the channels to use

The primary authoritative resource is the Progress Lighting website (https://www.progresslighting.com) where you can access product pages, installation instructions (PDFs), and the dedicated support or contact pages. Use the website first to locate model numbers, installation instructions, spec sheets and downloadable parts diagrams—having those documents ready speeds any conversation with support.

If you purchased through a retailer (Home Depot, Lowe’s, Wayfair, lighting showrooms), initial contact should often be with your point-of-sale because return policies and refunds are typically handled by the seller. For factory warranty or defective hardware issues, Progress Lighting will request proof of purchase and product identification to issue an RMA or replacement.

Warranty, returns and RMA process

Typical warranties for modern lighting products: standard incandescent/halogen fixtures commonly carry a 1-year limited warranty; integrated LED fixtures typically carry 3–5 year limited warranties depending on product line. Always confirm the warranty on your product page or the included paperwork; specific terms (labor reimbursement, LED lumen maintenance guarantees) vary by model and year of manufacture.

To file a warranty claim you must generally supply: the model number, serial number (if present), date and place of purchase, clear photos of the defect, and a receipt or invoice. The typical factory RMA workflow: 1) file an online claim or email with documentation, 2) receive an RMA authorization (often within 48–72 hours), and 3) ship the defective item per the RMA instructions or arrange for replacement shipment once the unit is approved. Replacement shipping timelines vary; expect 5–21 business days for domestic shipping depending on stock and carrier.

Technical support and installation guidance

Progress Lighting customer service supports both homeowner and installer questions including dimmer compatibility, driver/LED module replacements, mounting and canopy wiring, and IK/IC ratings (for recessed models). Before contacting support, have these measurements ready: supply voltage (120V vs 277V), fixture part number, lumen output and color temperature (e.g., 800 lm @ 3000K), and any dimmer model numbers—these details materially shorten diagnostics.

Common technical resolutions include replacing a driver (typical driver cost in aftermarket/third-party range: $25–$120 depending on wattage and dimming type), swapping a dimmer to a compatible LED dimmer, or issuing a factory replacement for an integrated LED board. Progress Lighting provides downloadable installation sheets and often published compatibility notes on product pages; request a spec sheet by model number if it’s not obvious on the listing.

Commercial accounts, lead times, and large orders

For commercial projects, Progress Lighting customer service offers trade and spec support, order tracking, and bulk-quote services. It’s standard to open a commercial account with net terms and purchase-order acceptance; lead times for custom finishes or large quantities are commonly 6–12 weeks depending on finish availability and factory schedules. Always request a written lead-time confirmation and a ship date before issuing an installer PO.

When specifying multiple SKUs across a project, request a product availability report (stock vs backorder) and consider ordering a 2–5% overage for breakage and field adjustments. For projects with critical timelines, ask for priority production or stock confirmation; the supplier will usually quote expedited fees if required.

Practical tips to speed resolution (what to prepare)

• Essential information to provide: exact model number, purchase date, proof of purchase (invoice/receipt), place of purchase (retailer or distributor), clear photos of the fixture and defect, circuit voltage, and installer contact if applicable.
• Troubleshooting steps before you call: confirm power at the fixture (breaker and voltage), test with a known-compatible lamp/dimmer if relevant, check wiring per the installation sheet, and look for visible damage or shipping defects. Document dates and steps taken—customer service will ask for them.

Escalation and what to expect if initial support fails

If you do not receive a satisfactory response within the expected timeframe, request escalation to a customer service manager or the regional service manager. Provide the case number, all previously supplied documentation, and a concise timeline of actions. Escalations often trigger a priority review and a follow-up commitment within 48 business hours.

For unresolved warranty refusals, manufacturers sometimes offer repair credits, partial refunds, or replacement options. If you purchased through a dealer, your dealer can also submit a formal claim on your behalf; dealers often get faster handling for warranty exchanges because they maintain direct trade accounts with the factory.