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  • 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 :)

GROUP BUY: Cinegears Wireless Follow Focus Christmas Special!

Yeah still waiting on my Thumbwheel to get repaired and no love man that stinks!!!
 
After a few emails bouncing back and forth I finally received my RMA ticket.

Crossing fingers this will be quick.
 
Hi Jason,We have been upgrading our motor, the manufacture had inform us that the motor had passed the QC test, and it will be ready to go by the end of this week.

For the new upgraded motor, it has the following new features:

-The newest CINE GEARS motor has two new operation modes.
-The response priority mode allows the motor to have a very sharp response and will mimic the moment of the users' hands.
-The smoothness priority mode allows the motor to reduce the sharp moment from the users hands which provide a very high quality and smooth focus.
-Switching between two operation modes can be easily achieved by pressing a button on the controller.
-The new and smart motor can also calibrate the backlash between gears to reduce the error and provide a more accurate results.

We believe your order is on our first priority, and our shipping department will arrange the shipping for your order as soon as possible.
 
Last edited:
steven thanks for getting back to me
thats great you've upgraded the motor, i look forward to finally receiving my unit.

However..
many people here have unresolved issues and unanswered support calls, I myself have waited weeks for any response, finally only getting one here now and im not yet really a customer.

Can you please if possible let us all know what is happening in this department as there is naturally some concern on the lack of communication.
As you know you have a great product at an amazing price but it would be great while your here to the minds at rest of current and future customers?

cheers mate
jason
 
Neil Dearman said:
Yeah still waiting on my Thumbwheel to get repaired and no love man that stinks!!!
Click to expand...
Hi Neil, did you filled out the RMA form already? Please visit our website to fill out the RMA form, and our customer representative will get back to you soon.

Cheers.
 
Eric Santiago said:
After a few emails bouncing back and forth I finally received my RMA ticket.

Crossing fingers this will be quick.
Click to expand...
Hi Eric, after you had submitting your RMA, there will be an automaticlly email send back to you, that emails contains the RMA ticket number.
 
Jason Wingrove said:
Update: days after emailing steve and melody and still no reply, no shipment no tracking number and they still have $3k of my money

this is not the way you do this people. I advise anyone thinking of cinegears to hold off until whatever is going on here is sorted!

hoping the regret im currently feeling will be unfounded and the lack of communication is just a symptom of a very popular product.

that said there seems to be a fair few people on here not being looked after post sale. Support is as important as the sale, if you can't look after people you shouldn't sell them anything in the first place
Click to expand...


Hi Jason, Your order had been shipping by the shipping department, please check with your email box. Thank you!
 
Steven He said:
Hi Jason,We have been upgrading our motor, the manufacture had inform us that the motor had passed the QC test, and it will be ready to go by the end of this week.

For the new upgraded motor, it has the following new features:

-The newest CINE GEARS motor has two new operation modes.
-The response priority mode allows the motor to have a very sharp response and will mimic the moment of the users' hands.
-The smoothness priority mode allows the motor to reduce the sharp moment from the users hands which provide a very high quality and smooth focus.
-Switching between two operation modes can be easily achieved by pressing a button on the controller.
-The new and smart motor can also calibrate the backlash between gears to reduce the error and provide a more accurate results.

We believe your order is on our first priority, and our shipping department will arrange the shipping for your order as soon as possible.
Click to expand...

Hold on.. is this a new upgrade to the one I just got after CineGear 2015? My main issue was lag and I would love to have the responsive mode and that is why I went for the upgrade. I am fairly sure there is no new "mode" button on the motor I received. Please let me know how to upgrade again if I need to do so.
 
Adam Levins said:
Hold on.. is this a new upgrade to the one I just got after CineGear 2015? My main issue was lag and I would love to have the responsive mode and that is why I went for the upgrade. I am fairly sure there is no new "mode" button on the motor I received. Please let me know how to upgrade again if I need to do so.
Click to expand...

Hi Adam, the one you have is the latest one already, you are the first patch for the motors.
 
So strange to hear all the complaints about Cinegears customer service. I've dealt with Steven and Lily numerous times to get things done and it's always been quick and efficient. Dare I say even above and beyond great service. When any of the components need to go back for an upgrade he's been more then accommodating in getting me sorted.
 
steve green said:
So strange to hear all the complaints about Cinegears customer service. I've dealt with Steven and Lily numerous times to get things done and it's always been quick and efficient. Dare I say even above and beyond great service. When any of the components need to go back for an upgrade he's been more then accommodating in getting me sorted.
Click to expand...

For me it was very slow to have an answer (One month waiting) but very very efficient to solve my issue once they eared my request.
 
Steve sent you a PM I need my [h=1]CINEGEARS SINGLE AXIS WIRELESS MINI CONTROLLER repaired please!!! Thanks[/h]
 
Quick Response time!

Quick Response time!

steve green said:
So strange to hear all the complaints about Cinegears customer service. I've dealt with Steven and Lily numerous times to get things done and it's always been quick and efficient. Dare I say even above and beyond great service. When any of the components need to go back for an upgrade he's been more then accommodating in getting me sorted.
Click to expand...

I too have had a great customer service! It did take a few days for Steven to get back to me, but then it was off to the races! They're great to work with!
 
Steven He said:
Hi Adam, the one you have is the latest one already, you are the first patch for the motors.
Click to expand...

Steven He said:
Hi Jason,We have been upgrading our motor, the manufacture had inform us that the motor had passed the QC test, and it will be ready to go by the end of this week.

For the new upgraded motor, it has the following new features:

-The newest CINE GEARS motor has two new operation modes.
-The response priority mode allows the motor to have a very sharp response and will mimic the moment of the users' hands.
-The smoothness priority mode allows the motor to reduce the sharp moment from the users hands which provide a very high quality and smooth focus.
-Switching between two operation modes can be easily achieved by pressing a button on the controller.
-The new and smart motor can also calibrate the backlash between gears to reduce the error and provide a more accurate results.

We believe your order is on our first priority, and our shipping department will arrange the shipping for your order as soon as possible.
Click to expand...


That is awesome! How do I switch modes on the motor? With regards to dampened and non dampened? You mention pressing a button on the controller but which one is it?

Also as I have said in the past I have had great experiences with the customer service at CineGears, I do think that following up any emails with phone call is the way to go.
 
i second Adams question on how to "Switch between two operation modes easily by pressing a button on the controller" from "response priority mode' to "Smoothness priority Mode" ?

i can't find it in any of the user manuals online and no user manual was in the box with the unit
 
Adam Levins said:
That is awesome! How do I switch modes on the motor? With regards to dampened and non dampened? You mention pressing a button on the controller but which one is it?

Also as I have said in the past I have had great experiences with the customer service at CineGears, I do think that following up any emails with phone call is the way to go.
Click to expand...


Hi Adam, the one your have is the first patch. When we do the upgrade for your motor, its the latest version by that time, and after the customer feedback and lots of discussion, we have introduced and upgrade the latest version lately.

However, the one you have is not applicable for those functions.

We now announcing another new version with the all new upgrade controller and motors for our products, all the shipping from today are our latest models.
 
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