Manfrotto customer service?

Has anyone had to contact Manfrotto CS? I havent heard anything after emailing them seven days ago. I have contacted them via messenger as well, they have read my message, but still no reply. It is regarding missing dividers in a backpack I purchased. I am in Canada.

Take this with a grain of salt because I've never had need to try them for service,
but I've read about how difficult it can be to get responses & information from them.
Another sore point I've seen mention of more than once, is frustrating availability
of replacement parts.

Bear in mind that I'm only offering information I have read about without having any
direct experience myself, so I may very well be misinformed. I'm simply passing along
what I have learned from reading about others' experiences.

To the OP, go to the thread at https://photography-on-the.net …showthread.php?​p=18721343 and review my comments (#2). Although the discussion is about tripods, some of the contacts I mentioned may be of help.

I also found this on a site for the Vitec Group which is the importer for Manfrotto (as well as many more products).

Get In Touch Now
For order assistance call KIBO:
Tel. (877) 412-7467
For information about our products:
Tel. 201.818.9500
Mon. - Fri. 9:00 a.m. - 5:30 p.m. EST

Thanks guys.

I really hope they respond. Perhaps they can be prodded via social media. I COULD return the bag to the store but I really dig it and I believe this model was just discontinued. The store hasnt got any more

Pick up the phone and call them. It’s hard to ignore a phone that’s ringing right next to them. Emails are for people who have time to wait.

Or people who dont have time to wait on hold!

Ten minutes on hold again this am!

Manfrotto customer support is the worst in my experience, even for top-of-the-line gear. You actually have to deal with a US distributor. Takes considerable effort and time to get a response and then they drop the ball or go silent. Good luck.

Truly sad...it used to be that Bogen Distributing provided very high quality customer service. Now we get Manfrotto instead.

The problem seems to lie with a company named the Vitec Group. They have acquired 22 high quality and recognized brands such as Joby, Lowepro (most recently) and other well known brands like Manfrotto, Gitzo, Lastolite by Manfrotto and Avenger. That innovative Peak Design "folder" is looking better just because of PK's customer service.

See https://www.dpreview.c​om …-for-10-3-million-in-cash.

I’m sorry you’re having a rough time getting through to them. I’ve always had better results with the phone than with email. Never had to deal with Manfroto cs and hope I never will.

RandallB wrote in post #18906682
Or people who dont have time to wait on hold!

RandallB wrote in post #18906938
Ten minutes on hold again this am!

Or just dial'em up and process some images. Hold time is time that you can spend doing something else. Just keep the phone close so you can hear when they answer. BTW, 10 minutes is nothing. Every time I have to chat with my cable company, 45~60 minute wait time is common. Sometimes I choose the "call me back" option, but then it's 2~3 hours. I'd rather just dial'em up, put the phone in speaker mode, then do something else while waiting. No wasted time that way.

eddieb1 wrote in post #18907447
I’m sorry you’re having a rough time getting through to them. I’ve always had better results with the phone than with email. Never had to deal with Manfroto cs and hope I never will.

I usually prefer dealing over the phone to. These days it seems like most companies would rather make their CS dept the first line of "defense" against customers. Limiting access to help is another technique- many people will give up if they have to wait for long periods on hold...

gjl711 wrote in post #18907457
Or just dial'em up and process some images. Hold time is time that you can spend doing something else. Just keep the phone close so you can hear when they answer. BTW, 10 minutes is nothing. Every time I have to chat with my cable company, 45~60 minute wait time is common. Sometimes I choose the "call me back" option, but then it's 2~3 hours. I'd rather just dial'em up, put the phone in speaker mode, then do something else while waiting. No wasted time that way.

Believe me I know how to wait on hold!

This last week and a bit have been shockingly busy. All my processing happens in the later evening- my days have been spent on contracts and gigs (I am also a professional musician so some days I go from the photo studio straight to the recording or teaching studio! These are not good times to pull out the phone and wait on hold with the speaker on )

Have a few days off next week- I will spend Monday with a phone in one hand and a beer in the other