Welcome to our community

Be a part of something great, join today!

Register Log in
  • Hey all, just changed over the backend after 15 years I figured time to give it a bit of an update, its probably gonna be a bit weird for most of you and i am sure there is a few bugs to work out but it should kinda work the same as before... hopefully :)

VFS Inclino, Imperio, Origo News ??

Status
Not open for further replies.
john cordell said:
some level of complaining is completely justified. I paid in full 9 months ago, with expectations set that the product would be done in about 2 to 3 months. That's quite different than putting down a 10% deposit. Six months ago i got email letting me know that because some of the outer housings were out of spec due to a supplier error, things would be delayed until august. And in the last month or two it's been a constant string of week after week delay, always accompanied with little, none, or delayed communication from viewfactor.

I find it quite embarrassing that the fundamental code to update firmware has been left to this late date. Up until now i've had a great deal of confidence in their technical expertise. But this is the first thing they've done that actually worries me. Not to point where i'm canceling my order, but close to it.

I have repeatedly let them know that i was ok with the delays, but the consistent lack of communication as to what's going on was uncool given that i'd already paid in full. They've responded that they'll try and do better. Look, i am essentially capitalizing their business, and given that i expect to told what's going on.

I agree that what they are doing is difficult and quite cool. Can't wait to get mine (i'm number 13 or so).
Click to expand...

agreed!!!
 
Many people here are tolerating a lot. This is like beating RED waiting game last time, but at least RED gives a proper schedule even there's a delay. I expect VF did the same and fulfill the promise of "clearing all backlog end of December", but even if it's not happening, most will still wait. Leo given up his VF stuff, VF needs to be aware that everyone is waiting and tolerating the faults of the manufacturing company, but i hope nobody given it up anymore. And now we understand, you have to finish the code. Ok..gives a heads up, when is it going to be exactly. You have no idea how difficult later 2009 it can be for international shipping it can be, i know and policy change here.

We need understand from both side. It's very frustrating if it isnt going to happen this year. If i dare to ask, what is the extra payback for waiting so long ?
 
On the side note, being an international customer, actually i'm glad that i paid it full. If i have to pay now, it will be at least 35% more than what it should be with the recent USD falls. So i dont have any complaint to pay full long before...may not apply for local customer
 
Rivai said:
On the side note, being an international customer, actually i'm glad that i paid it full. If i have to pay now, it will be at least 35% more than what it should be with the recent USD falls. So i dont have any complaint to pay full long before...may not apply for local customer
Click to expand...

If the USD fell, is not it the other way? You get more USD for your local currency.
 
John Cordell said:
Some level of complaining is completely justified. I paid in full 9 months ago, with expectations set that the product would be done in about 2 to 3 months. That's quite different than putting down a 10% deposit. Six months ago I got email letting me know that because some of the outer housings were out of spec due to a supplier error, things would be delayed until August. And in the last month or two it's been a constant string of week after week delay, always accompanied with little, none, or delayed communication from View Factor.

I find it quite embarrassing that the fundamental code to update firmware has been left to this late date. Up until now I've had a great deal of confidence in their technical expertise. But this is the first thing they've done that actually worries me. Not to point where I'm canceling my order, but close to it.

I have repeatedly let them know that I was ok with the delays, but the consistent lack of communication as to what's going on was uncool given that I'd already paid in full. They've responded that they'll try and do better. Look, I am essentially capitalizing their business, and given that I expect to told what's going on.

I agree that what they are doing is difficult and quite cool. Can't wait to get mine (I'm number 13 or so).
Click to expand...

Typically I would use a Xmodem based upgrade path but that requires an application to run on the PC/Mac that we would have to maintain and cover customer support on. Seeing as everyone is completely dissatisfied with our customer service to date I figured the USB firware upgrade was the best bet to make upgrades easier on our customers.

As far as the delays go, all I can say is we are doing the best we can. I can't control delays from my suppliers and I have already stated that we are doing what we can to get more control over the product and remove external suppliers from the loop. I didn't get a chance to fully test the production parts until a month ago and I have been working every day of the week up to 18 hrs/day to get this done as fast as I can. The only days I have taken off for the last 2 months has been Thanksgiving and my Brothers wedding. It doesn't help things for everyone to pressure us when we already feel the pressure and are doing everything we can to deliver this product as soon as humanly possible.

I'm extremely close to finalizing the USB flash drive firmware update code. It should be done tomorrow. We will be shipping the remainder of the first ten units Friday. Here's the first pass at the manual if anyone wants to read up... DFF_Manual_1.2.pdf
 
CVB said:
I'm extremely close to finalizing the USB flash drive firmware update code. It should be done tomorrow. We will be shipping the remainder of the first ten units Friday. Here's the first pass at the manual if anyone wants to read up... DFF_Manual_1.2.pdf
Click to expand...

Hey Curt

Thanks for the manual... its great to be able to work out how to use the imperos before we get them !!!

Great news on the first 10 shipping on Friday too !

Cheers, Tim
 
I dont want to add more confusion here Curt, i have already said what i want to say. We are still waiting and not given it up, this is our support for you. Just finish it and send it..good luck
 
CVB said:
Seeing as everyone is completely dissatisfied with our customer service to date...
]DFF_Manual_1.2.pdf[/URL][/COLOR]
Click to expand...

Hi Curt

I've been very satisfied with Customer service. Your suport with my Origo problems (red camera fault not Origo) much appreciated.

Like everyone (most of all you) I wish our motors had shipped sooner. That said I don't want problems... so get it right! I am confident ongoing support will be excellent.

regards

Michael Lindsay

London UK
 
Hi Curt,
Would it be possible that View Factor bring in some help to assemble the parts you already received?
It may cost your company a little, but otherwise it will keep costing to your clients, and since actually we clients are sort of financing a good part of this project, as someone just mentioned, I feel entitled to suggest this.

The thought of not having mine for the this important shoot in january 2009 is most depressing.:cold:

Looking forward to receive this great product.

Emmanuel
 
I have been quite here and never complained about the wait.

But I must agree with Emmanuel here.
A lot of people on this board run their own companies. I do as well.
We all know the amount of "backwards-bending" you have to do for your clients and especially if you are late on delivery. And even more so if you have already been paid. Sometimes you even have to stop thinking about whether you make any money and focus on getting the client happy. It's like running a restaurant; the customer finds a hair in the soup and he gets the entire meal for free. You know what I mean.

Curt/Viewfactor: You should AT LEAST throw in a special accessory package for free for all of us that have been waiting for months and months. We believed in you early and gave you our money. If this was just a reservation list I would never complain. But you have been able to run this late partly because you have our funds.

Rant over. Merry Christmas!
Fredrik
 
Michael Lindsay said:
Hi Curt

I've been very satisfied with Customer service. Your suport with my Origo problems (red camera fault not Origo) much appreciated.

Like everyone (most of all you) I wish our motors had shipped sooner. That said I don't want problems... so get it right! I am confident ongoing support will be excellent.

regards

Michael Lindsay

London UK
Click to expand...

I have to agree with Michael here and say that I think your communication on the delays has been more then excellent. Of course there's times were you don't answer in days but I understand that. You can't live by the internet, especially not if you have to make sure those darn things come out :w00t: .

I think a lot of people have to take their frustration and direct it in a different way. Don't get caught up here and start complaining. If you really are hurt that bad about this (and that would be unfortunate) then pull out.
Of course you should be allowed to speak your mind but think about it first.

This is one of the downsides of being a part of the new business model - we're the beta testers both in the making and when it's out, but it also gives us the possibility to buy it. Come one how many of you guys would have shelled out 20-40K for another system?
 
Those who complain about the delays have the following options:

1. Bail out and buy another system
2. Bail out, and not buy another system

It was their choice to go into a much cheaper product, and it is very obvious, that you get what you pay for.

I did not invest in VF, because I decided to wait, till the first product is shipping. Now it seems it is, but if I order now, I will have to wait, till the backorder is clear.

It is now time, that I wished to have paid that 2K (note, not 15K for every other system), and have it "deposited" at VF, but get the product eventually in January.

This is the price I pay now, for not risking.

You have a project coming up, and you schedule it around a non-shipping product? Seriously, check your management, because if this is the way how you design your projects, good luck!


Sure there is a certain amount of venting you can do, but demanding an update from Curt and his brother every day? You knew, what you are going into, as you did with red. You will get benefits of having done that (in contrary to me, as with REDs, and VF).

So please make the decision: bail out (like Leo), or be patient. I don't know how whining is helping anyone.
 
One thing for sure, i never afraid that Curt cannot fulfill the promise, not even single thought, i have full trust in him. The problem lay down with the manufacturing company which none of us can do anything about it, none! But i trust Curt, not the manufacturing company. What can you do ? Just wait..finish story. Oh yes, patient, which why we're still waiting, the decision has been made.
 
Hi Jonas,

Please reread my post there is no whining, just a sugestion of a possible solution that might cost VF a little, but would save numerous companies a good deal.

You must be aware that everytime we've been going on a shoot and the VF wasn't there we've had to rent another unit, same goes for many other companies like ours, this is all costing a good deal of money.

As Frederik is saying, it's all about the balance between pleasing your clients and still make a profit.

I don't call this whining, it's a negociation between nice people, let's please keep it that way.


Emmanuel
 
CVB said:
Typically I would use a Xmodem based upgrade path but that requires an application to run on the PC/Mac that we would have to maintain and cover customer support on. Seeing as everyone is completely dissatisfied with our customer service to date I figured the USB firware upgrade was the best bet to make upgrades easier on our customers.

As far as the delays go, all I can say is we are doing the best we can. I can't control delays from my suppliers and I have already stated that we are doing what we can to get more control over the product and remove external suppliers from the loop. I didn't get a chance to fully test the production parts until a month ago and I have been working every day of the week up to 18 hrs/day to get this done as fast as I can. The only days I have taken off for the last 2 months has been Thanksgiving and my Brothers wedding. It doesn't help things for everyone to pressure us when we already feel the pressure and are doing everything we can to deliver this product as soon as humanly possible.

I'm extremely close to finalizing the USB flash drive firmware update code. It should be done tomorrow. We will be shipping the remainder of the first ten units Friday. Here's the first pass at the manual if anyone wants to read up... DFF_Manual_1.2.pdf
Click to expand...

To be clear, my complaints have not been about the delays. I expected that there would be some. Not a big deal. But the pattern has been to announce a delay to date X, and then not hear a thing until X + a week or more. All I have been asking for is that when a date was suggested by View Factor, that on that date, a new communication regarding the project status be put out. That's all. It's been my contention that such a thing would only take 15 minutes, and that taking that time, even if it further delayed the project, would be the correct choice for customers in that circumstance.

I know and believe you're working as hard as humanly possible on this. In no way am I requesting that you work harder -- or even that you be done faster! Just that you communicate project status in a timely manner.

By the way, your customer service hasn't sucked for me. Every time I've emailed I've received prompt and courteous and informative responses.

And thanks for the manual, I'm looking forward to reading it.
 
CVB said:
Seeing as everyone is completely dissatisfied with our customer service to date.... It doesn't help things for everyone to pressure us when we already feel the pressure and are doing everything we can to deliver this product as soon as humanly possible.
Click to expand...

Keep it up guys, you're almost there!


CVB said:
I'm extremely close to finalizing the USB flash drive firmware update code. It should be done tomorrow. We will be shipping the remainder of the first ten units Friday.
Click to expand...

you mean the first 25, right?

just kidding. next week is fine....
 
Rivai said:
One thing for sure, i never afraid that Curt cannot fulfill the promise, not even single thought, i have full trust in him. The problem lay down with the manufacturing company which none of us can do anything about it, none! But i trust Curt, not the manufacturing company. What can you do ? Just wait..finish story. Oh yes, patient, which why we're still waiting, the decision has been made.
Click to expand...

I know, it sucks for us AND Curt that it's taken that darn manufacturing company so long to manufacture the firmware update code.
 
Status
Not open for further replies.
Back
Top