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ARRI - Company which you cannot trust

T

Tomas Riuka

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If you ever decide to purchase camera from ARRI ! Be aware of couple of things:
1. They will never be able to tell you when they will deliver your camera.
2. When they say it's ready for shipment, you will be waiting 1.5 weeks to get the tracking number (Because logistics department will not be able to tell it to your sales manager)
3. When you think you camera has been shipped, they will tell you that it might not have shipped probably because it misses some accessories.
4. When you wait 3-4 months for extra items which were supposed to come together with the camera, they inform you that extra items are on back order 4-5 months ON TOP of your 3-4 month waiting time.
Yes, they make the best cameras, but their customer service quality is simply unacceptable and TOTAL DISASTER. Purchasing 6 eur toy from Ebay does not burn your nerves like purchasing 60 000 eur worth camera from GERMAN company.

Someone had to do this, because i'm so mad at being fed promises and empty words...

Tomas
 
I thought that was the normal procedure when ordering a camera, no? What other manufacturer does it differently?
 
Tomas.... it is unfortunate you are having this experience. I just received delivery of an Alexa XT and it took about 2 weeks with a few bits coming about 10 days later. Yes, Arri are not as customer friendly as RED. Red's customer service is a par with Apple's (possibly even better). The Amira will not be delivered until November... which is a 2 month wait..... but they did inform me about this delay from the beginning (although I did have to press them for exact dates).

I think Arri needs to improve their costumer service....DEFINITELY .... when paying these kind of prices.... you expect the best. Arri needs to do better..... I get the impression if you are a big Hollywood production they would be at your beg and call.... but if you ar a small production company they are a bit snubby.
 
Tomas Riuka said:
If you ever decide to purchase camera from ARRI ! Be aware of couple of things...
Click to expand...
I think all of these problems wind up as good reasons to instead go through a dealer. The dealer can provide a package price, coordinate the shipping, give you better updates as to when it's all going to arrive, and (one hopes) won't make any promises they can't keep.

Sony is the same way: they've delivered cameras before that were basically unusable because some small storage-connection part or an input module was omitted. So this kind of thing has been going on for a long time.
 
makes me think about when i ordered my Epic. I had my first feature fall in my lap by chance.. I called red literally about 3 weeks before i had to start shooting.. My bomb squad rep was amazing.. even tho he technically couldn't tell me 100% it would be on time, i could tell he felt my passion and excitement about shooting with red and he told me he would do his best and that it normally took a lot longer. It was getting close to my first day, the director and everyone involved with the film was calling me what felt like every 6 hours asking if i knew if my camera would come. I honestly didn't know what i was gonna do if the camera was late, I had a friend at the time who had a scarlet but I didn't want to go there.

Long story short the camera came the DAY BEFORE i had to start shooting, just enough time to set up the camera, learn a thing or 2 about the system and i got thrown right into the beast of a movie we made..it was insane but i pulled it off.. and I have my bomb squad rep to thank. I'm quite sure he pushed my order through to help me AND our film out! if the camera didn't come that day i may not be where i am with my career now.
 
I am not stupid person, i do understand that Arri does not have 10s of cameras and things in the warehouse (though they could have at least minimal stock), but the problem is lacking information about when they will deliver, what is the status of the order etc. 8 days ago they told that 'camera is ready and being prepared for shipping'. Only today we get the tracking number which still empty, so that means they only created the shipment and it will go out maybe today, maybe tomorrow. Does it take 10 days to ship the camera? I don't think so... And at this point, we can't even clearly know what things from the order we will get, it's like a christmas suprise, you will know when you receive it. It's just not the way to do business, especially at those sky high prices.
 
Hm...

I know this is the Complaint department and I'm not really encouraging complaints to RED withot contacting RMA/Bomb Squad first...

BUT, this is exactly the kind of FUD RED is weary about when it shows up on CML/Creativecow etc.
Where there is no 2nd side to the argument, and I wouldn't encourage the same behaviour here.

If you have beef with ARRI, I suggest you take it somewhere where you are likely to get in touch with them.
 
... I love using red cameras (and all my motions cameras are Red) but we typically run ARRI lenses and other ARRI accessories. Arri have offered me excellent service with conservative timings on every single purhase. I think you should push this on to a Arri forum where they can help/respond? They may appreciate some feedback to help them tighten things up?

Good luck

Michael Lindsay
 
the arri forum is locked and not accepting new members. i been trying to join it for over a year, they said dont bother they are making a new forum, then they tell me the guy making it quit so not sure what the plan is now but they literally won't let me sign up lol
 
Brian Merlen said:
the arri forum is locked and not accepting new members. i been trying to join it for over a year, they said dont bother they are making a new forum, then they tell me the guy making it quit so not sure what the plan is now but they literally won't let me sign up lol
Click to expand...

That's pretty lame. We are lucky to have such a strong community of people here on this board, its so helpful sheesh
 
Brian Merlen said:
the arri forum is locked and not accepting new members. i been trying to join it for over a year, they said dont bother they are making a new forum, then they tell me the guy making it quit so not sure what the plan is now but they literally won't let me sign up lol
Click to expand...

Seriously? I thought it is closed to non owners and is admitting based on owning a camera with providing a serial number or something
 
There is a new posting every 3 weeks and no one answers anything. I gave up on that forum years ago
 
I placed a early deposit with ARRI for the mini, but when my number was called. I had to put it on hold as it was the same time as my wedding. Waited a few months and there's just too many ALEXA mini in NYC now, so I was no longer interested in owning a mini. ARRI would not allow me to refund or use my deposit for something else like the SXT or even a follow focus. But they found someone who would buy my deposit and my place in line. So they are not too bad. Customer service is not as good as RED. They are simply the best. But when push come to shove, they can do pretty good.
 
Funny, i had pretty much exactly the same experience with Red a few years ago.
No company is perfect.
 
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