Vincent Larsson
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- Nov 30, 2012
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Need to get this of my chest and it's long.
You could also just jump to the end and see my conclusions.
So basically this all started with a nice and honest Group Buy here on reduser, I got the discount and got a Wireless Follow Focus kit as announced.
At first I was happy, things ran smoothly and found that the functionality was good and build quality OK.
After a couple of weeks I started encountering some hiccups on set: the controller lost it's connection with the motor, the rod-clamp didn't sit tight enough and eventually the wing-nut fell off.
Then after a year the controller started acting strange. When rotating to infitinity it suddenly rotated the lens backwards to close focus. Tried all kinds of solutions but concluded together with the support (they where pretty responsive at this time) that it was the controller that had to be sent in since our mini-controller, the Espresso, didn't have this issue.
So it took quite a while for me to get a response on the controllers status, after almost a month the concluded that it wasn't possible to fix it but that I could buy a new one instead, so I paid the 600 dollars to get a new controller - even though I really think they could've fixed the old one for a reasonable price, as I said it was just a year old.
With this new unit I also asked for a new rod-clamp -> 19mm <- which I purchased at full price
So I've been unable to use the kit fully for almost two months now.
The new controller came with the wrong rod clamp ->15mm<-, still no biggie since they acknowledged this mistake pretty quickly and sent out a new one.
Then they wanted me to return the 15mm one using their UPS account, so I filled in the long protocol which I found a bit irritating since it's a inexpensive piece that needs to be sent from Sweden to China because of their mistake but I did this any way just to be rid of the hassle.
And this is where everything starts going sour.
On it's third shoot the controller get instantly super hot and starts to let out smoke! The AC was furious at this since he was almost injured by the pure heat that came out of nowhere.
I was so frustrated by this and with Cinegears overall so I wanted to return everything and never use it again.
They didn't agree on this and wanted to check the controller.
This is where my colleague makes a mistake, he sends the controller to China without using their account, he sends it by himself and forgot to add a tracking ID.
This was in september and to this date we haven't heard anything about them receiving the controller. This is totally on us (even though it sucks that things get "lost" so easily).
So at this moment I'm without a controller again which of course sucks. By now I've already bought the DJI Focus because of sheer frustration with Cinegears products.
But then, two months later I get a invoice stating that I should pay UPS 200 dollars. I'm totally confused by this because it couldn't be for the controller since it wasn't shipped using UPS. Then I remember: the rod clamp.
When I sent them back the rod clamp I used Cinegears account and did everything according to their instructions.
Do remember that this was because they sent me the wrong one and asked me to return it.
Then they refuse to pay for the shipping, they refuse to pay for their own mistake!
I mailed them straight away and asked them why they refused to pay for the shipping.
They replied that it was too expensive...
I replied that thats something between them and UPS and its really shitty to put that on me.
They replied that they've talked to UPS in the US and that UPS made a mistake labelling the package as express even though it clearly states on the package that it was standard, thus making it too expensive. BUT that the US UPS can't do anything since it was their Swedish office that made this mistake.
So they said that I should call the Swedish office explaining everything.
I found it really annoying that I should waste more time dealing with this, that a company like Cinegears can't afford a 200 dollar shipping fee and that if they find it to expensive they should take this straight with UPS.
But since it was me who eventually got their invoice I had to call the Swedish office.
So after a bunch of emails I reluctantly call UPS.
They say that Cinegears is wrong, that that's the cost of shipping a standard package between China and Sweden.
Frustrated I mail this to Cinegears and first they don't respond and then they say it's out of their hands.
I reply asking them just to pay the stupid shipping - since it was their mistake in the first place.
By now it's taken a couple of months and they've totally stopped replying.
Now UPS has taken this to the Swedish Repossession Service and it's now 300 dollars and I'm facing legal actions.
Cinegears still wont reply.
- worst costumer support ever
- childishly avoiding their own responsibilities
- seriously bad build quality
AVOID!
You could also just jump to the end and see my conclusions.
So basically this all started with a nice and honest Group Buy here on reduser, I got the discount and got a Wireless Follow Focus kit as announced.
At first I was happy, things ran smoothly and found that the functionality was good and build quality OK.
After a couple of weeks I started encountering some hiccups on set: the controller lost it's connection with the motor, the rod-clamp didn't sit tight enough and eventually the wing-nut fell off.
Then after a year the controller started acting strange. When rotating to infitinity it suddenly rotated the lens backwards to close focus. Tried all kinds of solutions but concluded together with the support (they where pretty responsive at this time) that it was the controller that had to be sent in since our mini-controller, the Espresso, didn't have this issue.
So it took quite a while for me to get a response on the controllers status, after almost a month the concluded that it wasn't possible to fix it but that I could buy a new one instead, so I paid the 600 dollars to get a new controller - even though I really think they could've fixed the old one for a reasonable price, as I said it was just a year old.
With this new unit I also asked for a new rod-clamp -> 19mm <- which I purchased at full price
So I've been unable to use the kit fully for almost two months now.
The new controller came with the wrong rod clamp ->15mm<-, still no biggie since they acknowledged this mistake pretty quickly and sent out a new one.
Then they wanted me to return the 15mm one using their UPS account, so I filled in the long protocol which I found a bit irritating since it's a inexpensive piece that needs to be sent from Sweden to China because of their mistake but I did this any way just to be rid of the hassle.
And this is where everything starts going sour.
On it's third shoot the controller get instantly super hot and starts to let out smoke! The AC was furious at this since he was almost injured by the pure heat that came out of nowhere.
I was so frustrated by this and with Cinegears overall so I wanted to return everything and never use it again.
They didn't agree on this and wanted to check the controller.
This is where my colleague makes a mistake, he sends the controller to China without using their account, he sends it by himself and forgot to add a tracking ID.
This was in september and to this date we haven't heard anything about them receiving the controller. This is totally on us (even though it sucks that things get "lost" so easily).
So at this moment I'm without a controller again which of course sucks. By now I've already bought the DJI Focus because of sheer frustration with Cinegears products.
But then, two months later I get a invoice stating that I should pay UPS 200 dollars. I'm totally confused by this because it couldn't be for the controller since it wasn't shipped using UPS. Then I remember: the rod clamp.
When I sent them back the rod clamp I used Cinegears account and did everything according to their instructions.
Do remember that this was because they sent me the wrong one and asked me to return it.
Then they refuse to pay for the shipping, they refuse to pay for their own mistake!
I mailed them straight away and asked them why they refused to pay for the shipping.
They replied that it was too expensive...
I replied that thats something between them and UPS and its really shitty to put that on me.
They replied that they've talked to UPS in the US and that UPS made a mistake labelling the package as express even though it clearly states on the package that it was standard, thus making it too expensive. BUT that the US UPS can't do anything since it was their Swedish office that made this mistake.
So they said that I should call the Swedish office explaining everything.
I found it really annoying that I should waste more time dealing with this, that a company like Cinegears can't afford a 200 dollar shipping fee and that if they find it to expensive they should take this straight with UPS.
But since it was me who eventually got their invoice I had to call the Swedish office.
So after a bunch of emails I reluctantly call UPS.
They say that Cinegears is wrong, that that's the cost of shipping a standard package between China and Sweden.
Frustrated I mail this to Cinegears and first they don't respond and then they say it's out of their hands.
I reply asking them just to pay the stupid shipping - since it was their mistake in the first place.
By now it's taken a couple of months and they've totally stopped replying.
Now UPS has taken this to the Swedish Repossession Service and it's now 300 dollars and I'm facing legal actions.
Cinegears still wont reply.
- worst costumer support ever
- childishly avoiding their own responsibilities
- seriously bad build quality
AVOID!
