Elinchrom Switzerland Totally Unresponsive ...

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.

tetrode wrote in post #9069286
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.

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.

Shutter Nutter wrote in post #9069452
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.

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.

PacAce wrote in post #9069473
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.

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 Imaging is the Elinchrom distributor here in the US:

http://www.bogenimagin​g.us/Jahia/Elinchrom/s​ite/bius

Mark

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

seanzky wrote in post #9069619
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:

1. Contact the Elinchrom Importing Agent / Distributor in your country: Distributors page
   
2. 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.

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. :/

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.

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.

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 **** 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.

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