They might have mentioned that on their website at the point of order. If you want to trade internationally then you should operate to international standards of service. The website is priced up in GBP, charges for tax/duty up front, and has a local UK phone number advertised for support. There was no mention that Chinese New Year would delay despatch of items or cause the wrong item to be sent. As far as I could tell it should have been business as usual. Bearing in mind that since 2007 they've had over £3,000 of custom from me, without hassles, my expectations for business as usual were high. I did not expect to be let down by Digital Rev.
They were shipping things to other people during the holiday period and I'm pretty sure we saw new DR videos released, featuring Kai, as well. I don't think they were closed for business. I just think they dropped the ball twice with my order - once in the 13 day delay before despatch (I'll accept three days of that due to time zone differences and a weekend) and secondly in shipping the wrong product. Of course Hong Kong Post did nothing to expedite delivery. When the plane spends 12 hours in the air you have to wonder what was happening to the package for the remainder of the 12 days it took to get to me after it left Digital Rev.
I posted the duff filter back on Friday and they have informed me that they will await its safe return before despatching its replacement. It would be hard to think of a way to make the service less satisfactory than this. I just hope they don't manage to. I want the filter for a shoot on 13th March. I imagine I'll be out of luck. What they could/should have done was to have immediately shipped the correct item as soon as they had confirmed (by the photo I sent) that they had indeed sent the wrong item. They've also had a copy of the postal receipt for shipping the filter back to them, which would have been another trigger point for them to send the correct item, but no, they are waiting till the receive the filter back before sending its replacement. Why? What's the risk to them? They have my payment details. Where's the trust? Where's the effort to salvage whatever can be salvaged from this sorry tale? They even introduced a needless delay into the returns process by overlooking information offered to them in a trouble ticket and asking for it again, but with a 24 hour delay due to time zone differences.