Is
@MPHReallyRightStuff still active on here?
He's been really helpful with me in the past.
Yes I am still here, and I often check for PMs.
I 100% agree and saw the change in Customer support. I started the Division in 2015, was on the phone all the time. It was basically my life for 7 years, nights, weekends, holidays, etc.
Since then my role has shifted, and the calls, emails, voicemails, and questions through social channels are now taken by the general service team. There was a bad period of customer relations due to some turnover but the new team doing much better now (past 4 months).
We do service over 108 countries with a small 40-50 person work force covering both SOAR and Photo. My main tip is to call and leave a voicemail if you don't get through, or use photos on email and circle the component you need if its a replacement. (This is due to there being upwards of a 100 components in each tripod/head package, there is often a mistake in communication on either side.) We will get back to you and typically make it right if a customer falls through the cracks, and yes this is a Con when it comes to working Mon-Thursday now.
Topic of the Anti-Twist flanges: We (shooters) open these tripods with force and the flanges are plastic. They are wear items, if i leg slips out the circle boss has been completely worn down, if the leg is stick the Boss has been partially rounded off and is getting stuck. We went this route so the replacement item is a $4 dollar replacement set rather than a replacement of a carbon section that splits when using metal flanges. Removing the need for a wear piece is a highly wanted as a design idea for the future.
You guys feel free to reach out to me for questions all you want. I am currently on time off moving but am obviously able to respond. My email is still
[email protected] and my direct line is still 385-348-0800. Leave a message as I am on phones and in meetings most of the days.
