Elinchrom Switzerland Totally Unresponsive ...

[tetrode]

I wonder if anyone who has tried contacting Elinchrom recently has gotten a response. I certainly haven't. The Elinchrom website, under the "contact" tab, directs you to set up an account, login, and then contact support with your question. I have an account and have now sent inquiries on three separate occasions over a period of several months and have yet to receive a response of any kind. My equipment-related questions seem to have been routed directly to the bit bucket. That's pretty poor customer relations, I'd say.

Is it just me?

Dave F.

[TMR Design]

I wonder if anyone who has tried contacting Elinchrom recently has gotten a response. I certainly haven't. The Elinchrom website, under the "contact" tab, directs you to set up an account, login, and then contact support with your question. I have an account and have now sent inquiries on three separate occasions over a period of several months and have yet to receive a response of any kind. My equipment-related questions seem to have been routed directly to the bit bucket. That's pretty poor customer relations, I'd say.

Is it just me?

Dave F.

Nope! It's not just you Dave. I haven't gotten answers to many of my emails sent. At one time they told me there were issues with the mail server but I was under the impression those issues were resolved. I've used the contact form on the site and also have another email address to correspond directly with an Elinchrom representative and I haven't gotten responses using either in the last 2 months or so.

[Shutter Nutter]

Same with me. When I contacted them through their website they just forwarded the e-mail to a main stockist in London. Whilst the stockist was very helpful in trying to resolve my issue it would have been a lot less impersonal if the response had come from Elinchrom themselves.

[TMR Design]

Same with me. When I contacted them through their website they just forwarded the e-mail to a main stockist in London. Whilst the stockist was very helpful in trying to resolve my issue it would have been a lot less impersonal if the response had come from Elinchrom themselves.

Hey Shutter Nutter. Welcome to POTN.

I don't understand why communication with Elinca, Switzerland has gone from bad to worse, but it's clearly a problem.

[PacAce]

I wondering if they've changed their policy such that you now have to go through your local distributor like Bogen Imaging in the case of the US market.

[TMR Design]

I wondering if they've changed their policy such that you now have to go through your local distributor like Bogen Imaging in the case of the US market.

If that's the case Leo, then you would think that would be documented or you'd get a reply with that response. That would be a lot better than having us send of email after email with no response.

[Seanzky]

Did you guys try contacting the Elinchrom distributors here in the US? They might respond quicker. I forgot who they are but I saw a video of Scott Kelby talking to him about the new Quadra and battery packs. I'm sure you guys know which company I'm talking about.

One thing I've learned dealing with foreign companies is that they don't feel the consumers pressuring them as much as they do from their distributors.

[Mark Booth]

Bogen Imaging is the Elinchrom distributor here in the US:

http://www.bogenimaging.us/Jahia/Elinchrom/site/bius

Mark

[Seanzky]

Bogen! Lol. I knew it was a big company but for some reason I couldn't remember! Thanks, Mark.

[tetrode]

Did you guys try contacting the Elinchrom distributors here in the US? They might respond quicker. I forgot who they are but I saw a video of Scott Kelby talking to him about the new Quadra and battery packs. I'm sure you guys know which company I'm talking about.

One thing I've learned dealing with foreign companies is that they don't feel the consumers pressuring them as much as they do from their distributors.






Bogen and Mark Astmann don't always have the answers, Sean. Sometimes it's necessary to go straight to the source. The Elinchrom site clearly presents the option of contacting them directly:
Contact the Elinchrom Importing Agent / Distributor in your country: Distributors page (http://elinchrom.com/distrib.php)
You want to contact the Elinchrom Headquarter in Switzerland directly, please go to LOGIN and open an Elinchrom Account. When you are logged in, you can update your ACCOUNT details, REGISTER your product, or send a message directly to Elinchrom in the SUPPORT area. It they don't intend to respond to customer inquiries, option number 2 (above) should be removed from their site. As things stand, Elinchrom is displaying appalling disregard for customers such as myself who have spent thousands of dollars on their equipment and who might be inclined to spend thousands more if only they had the courtesy to respond to simple inquiries.

Dave F.

[Seanzky]

Oh, no. I (somewhat) understand your situation. I was merely suggesting a different way to get answers for your questions. I know that it's a bit of a turn off. I'm a Bees user but I'm also looking to own some Elinchrom one of these days. Whatever their reason(s) may be, if it's urgent, just use option #1 for now. But if you think Bogen don't have the answers, that really sucks. :/

[TMR Design]

We are aware that BogenImaging in the US disributor but I don't rely on them for all the current or correct information.

In the past, when I wanted good information about Elinchrom products I was able to contact Elinchrom. When I contacted BogenImaging and Mark Astmann I was given incorrect information and sadly, treated like sh*t and not as a valued customer.

[Seanzky]

That certainly doesn't sound like the kind of quality their product is known for.

I didn't even see Leo already suggested Bogen. Now, I feel stupid. So what do you guys plan on doing? I'm kind of discouraged because I was really looking into getting a Quadra or two.

[TMR Design]

I wouldn't get discouraged. These things happen and Elinchrom is getting bigger and bigger in the US. I'm sure the problems will be addressed and fixed. I should also clarify my last response too. I've gotten great service and communication from BogenImaging when dealing with service and repair departments and gotten good support as well. My problem is with Mark Astmann. I don't care who he is or what his position with Bogen, he was an a$$hole with me and I was being very reasonable and asking good questions, but his responses and then lack of response was completely unacceptable and improper.

[Seanzky]

Some just don't care until it bites them in the ass.

[tetrode]

Oh, no. I (somewhat) understand your situation. I was merely suggesting a different way to get answers for your questions. I know that it's a bit of a turn off. I'm a Bees user but I'm also looking to own some Elinchrom one of these days. Whatever their reason(s) may be, if it's urgent, just use option #1 for now. But if you think Bogen don't have the answers, that really sucks. :/

Obviously, Sean, Bogen in New Jersey is the primary resource for Elinchrom (and Manfrotto and Gitzo and Lastolite and Avenger and Metz and ...) questions. I've spoken with Mark A. and the Bogen parts department many times. Unfortunately, they cannot always be relied upon to have up-to-date, correct information. In any case, Mark A. is primarily a marketing guy, not a tech guy. Sometimes his answers come wrapped in conjecture and not hard fact.

Rather than play a game of "telephone" where the customer calls Bogen with his question, then Bogen contacts Elinchrom, then Elinchrom responds to Bogen, and (finally) Bogen gets back to the customer (maybe) with his answer, it would be much more expedient to be able to deal with the manufacturer's customer support department directly.

Elinchrom makes superb products that I will continue to support but I do believe support should be a two way street. Clearly, Elinchrom seems uninterested in personal interaction with the people who pay their salaries.

Dave F.

[PacAce]

Hmmm. Clearly this is not a good situation at Elinchrom. They should, as Robert commented earlier, at least reply back with some sort of response, even if it's an automated response acknowledging that your email was received and that someone will be getting back to you at some point. :|

Hopefully this will get squared away soon although several months seem to be an awfully long time not to reply to emails.

[Rudi]

I've never had to contact Elinchrom directly (my local distributor provides excellent after-sales service), but not getting a response for several months is unacceptable! (Yeah, I'm a hater! ;)). I would suggest a letter, mailed the old-fashioned way, detailing your dissatisfaction with their service. That usually gets their attention!

[philllie1]

I also sent messages to Elinchrom .... without reply...

it really gives the impression, they want the business and the money but not the customer :cry:
in the age of email and internet a business just needs those means to communicate to customers. or how about a customer-forum - it's daily business for software developers.

also: if things go wrong with distributors, they should be happy to know about that from their customers.
anyway, very bad communication

[Alex Ray]

Hi, my name is Alex, I work for The Flash Centre, the UK Elinchrom importer. I'll speak to the people I know at Elinchrom about the lack of response you're getting, it's obviously not acceptable.
In the meantime, if there's anything I can help with please feel free to contact me directly:
alexray@theflashcentre.co.uk

We have a very close relationship with Elinchrom (our owner is VP at Elinca and son of the owner,) so hopefully we'll be able to answer any questions you have.

kind regards

Alex

[TMR Design]

Hi, my name is Alex, I work for The Flash Centre, the UK Elinchrom importer. I'll speak to the people I know at Elinchrom about the lack of response you're getting, it's obviously not acceptable.
In the meantime, if there's anything I can help with please feel free to contact me directly:
alexray@theflashcentre.co.uk

We have a very close relationship with Elinchrom (our owner is VP at Elinca and son of the owner,) so hopefully we'll be able to answer any questions you have.

kind regards

Alex

Thanks Alex. I appreciate that. Have you heard this complaint from others around the world?

[Alex Ray]

I haven't heard it personally. I know we get requests forwarded to us, so the form must have worked at some point.

[Mark Booth]

As a point of reference, I used Elinchrom's online support request form to ask a question about a registered product. I sent the question on Tuesday. I haven't yet received a response of any kind. I'll try to remember to update this thread when (if?) I receive a response.

Mark

[tetrode]

As a point of reference, I used Elinchrom's online support request form to ask a question about a registered product. I sent the question on Tuesday. I haven't yet received a response of any kind. I'll try to remember to update this thread when (if?) I receive a response.

Mark

Thanks for chiming in with your report, Mark. As far as getting a response is concerned, don't hold your breath.

Dave F.

[c2thew]

i'm glad that alex took the time to provide his contact info if we needed to get in touch with elinchrom. that was a nice touch.

my only issue with bogen is that their repair turn around since they switched to their new system takes about 2-3 weeks. oh well, at least my strobe is fixed.

[Alex Ray]

Just a quick update.
The person I spoke to at Elinca was most surprised. He's replied to 1500 of these forms in the last 3 months so understandably thought all was going well. Some of the requests are forwarded straight to a local distributor, at this point Elinca then has to rely on them to contact customers, perhaps this doesn't always occur.
He also noted that he had had some answers bounce back to him because people had entered their e-mails incorrectly.
I forwarded Mark's post to Elinca but they have no record of his question, so, it seems that something is amiss with the form. They've asked their web people to look into it.
Elinca are also looking into producing an FAQ and other content, hopefully reducing the need to contact them directly and ensuring you get a faster answer.

In the meantime, if you have questions, feel free to contact me, alexray@theflashcentre.co.uk and I'll do my best to answer them (or get answers from Elinca).

kind regards

Alex

[Rudi]

Nice work, Alex, and appreciated by all Elinchrom shooters on this forum, I'm sure. Thanks!

[jdear]

...puts down pitchfork

[philllie1]

Just a quick update.
Elinca are also looking into producing an FAQ and other content, hopefully reducing the need to contact them directly and ensuring you get a faster answer.


I am sure, this would be a very good idea - and reduce the a(mount) of email-inquiries quite a bit.

also: thanks for your help and time.

[cdifoto]

I had trouble with my first Skyports. I was well out of the return period with B&H but neither Bogen nor Elinchrom themselves replied to my warranty concern. I contacted B&H and pleaded my case. Fortunately THEY stepped up to the plate and took care of me.

Skyports are my first Elinchrom product and they'll also be my last.

Elinchrom is (supposed to be) premium product at (definitely) premium pricing. Service should be top notch.

[MR do little]

I had trouble with my first Skyports. I was well out of the return period with B&H but neither Bogen nor Elinchrom themselves replied to my warranty concern. I contacted B&H and pleaded my case. Fortunately THEY stepped up to the plate and took care of me.

Skyports are my first Elinchrom product and they'll also be my last.

Elinchrom is (supposed to be) premium product at (definitely) premium pricing. Service should be top notch.

Who did you buy the skyport from ?

Of course B&H is the first place you go to since you purchased the product from them.

Obviously something is wrong with the form on the Elinchrom website, but for most people it's of course alot faster and easier to deal with authorized dealers in each country. And here is where Bogen comes in.

I havent experienced anything but top notch service and communications from Elinchrom directly or by my dealer. Then again i wouldnt judge/mesaure Elinchroms service level based one faulty product and a unresponsive dealer...


I filed a case on the Elinchrom website, less then 24 hours later i had my dealer contacting me telling me they would replace my faulty product.

As been already been said, Elinchrom forward alot of these questions/claims to the authorized dealer in the countries. If they dont do their job its not Elinchroms fault, its however still their problem.

As for premium price, well thats all relative and depends on what you compare them to. The skyports hardly comes at a premium price...

[trancerem]

I had trouble with my first Skyports. I was well out of the return period with B&H but neither Bogen nor Elinchrom themselves replied to my warranty concern. I contacted B&H and pleaded my case. Fortunately THEY stepped up to the plate and took care of me.

Skyports are my first Elinchrom product and they'll also be my last.

Elinchrom is (supposed to be) premium product at (definitely) premium pricing. Service should be top notch.


so, what was your problem ?

[cdifoto]

so, what was your problem ?
They stopped working.

[MR do little]

They stopped working. B&H exchanged them out even though it should have been Bogen or Elinchrom doing it at that point.

Why ?

You didnt get a warranty ? The warranty is up to the retailer/store to honor. The transaction was between you and B&H no ?

Unless you have very diffrent consumerright laws (i know they are diffrent)

[cdifoto]

Why ?

You didnt get a warranty ? The warranty is up to the retailer/store to honor. The transaction was between you and B&H no ?

Unless you have very diffrent consumerright laws (i know they are diffrent)
In the USA, the warranty is NOT for the store to honor. It's for the manufacturer to honor.

[MR do little]

Stores have return policies. After the return period with the store, there's a warranty that goes to the manufacturer.

That is indeed very diffrent. So in your case the warranty goes to Bogen distributor and not Elinchrom the manufacturer.

Your consumer right laws isnt very good for the consumer thats for sure, i guess thats why insurance policies sells so well.?

Companies like Apple & Dell try to sell these on the Swedish market with little sucess.Most people know their rights and dont fall for it.

[cdifoto]

Like I said, neither Bogen nor Elinchrom responded. Bogen isn't innocent, but they aren't the manufacturer. The responsibility ultimately falls to Elinchrom.

[MR do little]

Like I said, neither Bogen nor Elinchrom responded.

Yup and as been said Elinca forward just about all claims to their authorized dealer in that country, in this case Bogen wich in turn obviously failed.

Not Elinchroms fault, but their problem for sure. Since Bogen represent them and their products.

Or what did you expect Elinchrom would do ? Send you a new skyport set half around the globe ? Where you ready to pay for the shipping to get the skyport to Elinchrom and have them replace it for you ?


I dont know of any major brand of lighting that cater worldwide that dont rely on distributors to handle their claims. Its simply not practial for either end users or the manufacturer to handle warranty claims directly.

[MR do little]

The responsibility ultimately falls to Elinchrom. Elinchrom its not as US based company Bogen is the company buying the products from Elinchrom and reselling them in the states and act as their representative in the US. Wich naturally also handles all claims.

If this isnt correct id be very curious to know from Mark what exactly Bogen does, apart from importing stuff and selling them to retail stores.

[cdifoto]

The only expectation I had was a response. ;)

You can defend Elinchrom all you want, but they AND their distributor dropped the ball.

The End.

[MR do little]

The only expectation I had was a response. ;)

You can defend Elinchrom all you want, but they AND their distributor dropped the ball.

The End.

Good luck with your future purchases, lets hope you dont get any faulty premium products for premium prices. :lol:

[cdifoto]

You've successfully baited me long enough. Have fun with your Elinchrom-can-do-no-wrong crusade.

[MR do little]

Thanx im flattered, yea i think Elinchrom is untouchable...:rolleyes: Thanx for sharing your hardship. ;)