I bought a Markins M20 ballhead a couple of years ago. I had a heavy load on it one time and overtightened the knob. It jammed, and I couldn't loosen it. I emailed Markins customer service, and they gave me some things to try. When those things didn't work, I decided to carefully disassemble the knob to see if I could "un-stick" it that way. I succeeded in freeing the knob, and I was pretty sure I got it back together correctly, although I partially stripped a screw while doing it. With light loads, it seemed to be working fine, but sometime later I had a heavy load on the ballhead again and realized it was slipping when fully tightened. I tried a couple of things and realized I had probably not put it together correctly. I decided to contact Markins and explain the situation, preparing myself for the worst (like needing to replace it). They gave me a return authorization, and I shipped it to them. I should also mention that I had a RRS QR plate attached to the ballhead (with loctite) that I was afraid might damage the ballhead more if I tried to remove it. So I shipped it that way. A few days after they received it, I received email that it was on its way back to me. They were able to fix it, didn't charge me, and asked me not to disassemble it again or I might void the warranty. When I received it, it was packaged like new in a box. The replaced the stripped screw with a new one, fixed the cosmetic damage I had caused when I took it apart, and best of all, fixed the ballhead to work properly again. I couldn't be happier with how they handled it and thought they deserved a plug.
