Paul C. Buff...YOU ROCK!!!

Got a couple Einsteins about a month ago. Put a 32x36 FotoDiox softbox on one. Took it off, and when I went to put it back on I noticed one of the fingers was unresponsive to the lever action (it just flopped around when I messed with it). Called PCB and they're sending me out a new unit and a return label for the defective unit.

Customer SERVICE BABY!!!

Also ordered a beauty dish yesterday and it arrived today normal ground shipping. Helps they are in Nashville and i'm in Atlanta, I guess

Kechar wrote in post #12316192
Got a couple Einsteins about a month ago. Put a 32x36 FotoDiox softbox on one. Took it off, and when I went to put it back on I noticed one of the fingers was unresponsive to the lever action (it just flopped around when I messed with it). Called PCB and they're sending me out a new unit and a return label for the defective unit.

Customer SERVICE BABY!!!

Also ordered a beauty dish yesterday and it arrived today normal ground shipping. Helps they are in Nashville and i'm in Atlanta, I guess

Agreed.. I had a problem with one of the capacitors on my new X3200 and they did the same thing, sent me out a new one right way and a return label for the old one. I buy a lot of used / old equipment so I deal with Debbie and the repair department pretty regularly, and they're great. The whole operation is top notch.

One thing is for sure your not spoiled by consumer rights laws.

Good stuff! PCB CS is definitely on another level. not many companies can match them now a days.

Actually, these days more and more companies are doing just that.

I guess it's just the companies I've had trouble with lately (mainly car related)

ni$mo350 wrote in post #12316374
Good stuff! PCB CS is definitely on another level. not many companies can match them now a days.

In the states that might be the case, in Europe we don't accept anything less.

Sending out a new product for a faulty one is exactly going the extra mile.

Kechar wrote in post #12316192
Got a couple Einsteins about a month ago. Put a 32x36 FotoDiox softbox on one. Took it off, and when I went to put it back on I noticed one of the fingers was unresponsive to the lever action (it just flopped around when I messed with it). Called PCB and they're sending me out a new unit and a return label for the defective unit.

Customer SERVICE BABY!!!

Also ordered a beauty dish yesterday and it arrived today normal ground shipping. Helps they are in Nashville and i'm in Atlanta, I guess

Congrats

But you do know that this is standard for them right? There was a few threads on the fingers and rubber bands and V2 .

Offsetting penalties is another way to look at this. That is to say, PCB *needs* to offer exceptional customer service to compensate for an unusually high rate of product failures and defects. In my brief history with PCB products I've had to have a PLM, a Cyber Commander, and multiple Einsteins replaced. Yes, CS is exceptional, but had the products been more reliable out of the box, I wouldn't have had to interface with them as often as I have. Apart from my issues, the rash of Vagabond II failures has been well documented by others.

Part of the price of admission to the world of PCB is a willingness to endure some teething pains. However, once you get units that have been debugged and are working properly, they are the very definition of "bang for the buck".

Dave F.

tetrode wrote in post #12316565
Offsetting penalties is another way to look at this. That is to say, PCB *needs* to offer exceptional customer service to compensate for an unusually high rate of product failures and defects. In my brief history with PCB products I've had to have a PLM, a Cyber Commander, and multiple Einsteins replaced. Yes, CS is exceptional, but had the products been more reliable out of the box, I wouldn't have had to interface with them as often as I have. Apart from my issues, the rash of Vagabond II failures has been well documented by others.

Part of the price of admission to the world of PCB is a willingness to endure some teething pains. However, once you get units that have been debugged and are working properly, they are the very definition of "bang for the buck".

Dave F.

Excellent point. If PCB hadn't focused on exemplary customer service they'd have probably been in the bone yard decades ago.

MR do little wrote in post #12316495
In the states that might be the case, in Europe we don't accept anything less.

That's because you likely don't have the same culture of mistrust, divisiveness, and character assumption there that we do here.

Well i attribute it to the consumer rights laws that makes it quite hard for manufacturer/retailers to get away from their responsibilities.

Looks like they have a good supply of Ensteins. I got mine in 7 days.

tetrode wrote in post #12316565
Offsetting penalties is another way to look at this. That is to say, PCB *needs* to offer exceptional customer service to compensate for an unusually high rate of product failures and defects. In my brief history with PCB products I've had to have a PLM, a Cyber Commander, and multiple Einsteins replaced. Yes, CS is exceptional, but had the products been more reliable out of the box, I wouldn't have had to interface with them as often as I have. Apart from my issues, the rash of Vagabond II failures has been well documented by others.

Part of the price of admission to the world of PCB is a willingness to endure some teething pains. However, once you get units that have been debugged and are working properly, they are the very definition of "bang for the buck".

Dave F.

I had said this exact thing on FM a while back and got burned to the stake....

I'm suprised more haven't come to that realization. The products are good, the QC is horrible but the CS picks up the tab...

I suppose if you're local to them, have the time to spare, its not a bad arrangement. I do wonder what happens once P.B. retires. Its gonna happen sooner or later he in his what 70s ?

You're not alone, Case. The one time I suggested this I was immediately labeled as a hater and all that nonsense.