Thread: Blackmagic support is funny. Not.

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  1. #11  
    Join Date
    Sep 2014
    Annapolis, MD
    Quote Originally Posted by kgimedia View Post
    I understand this is all anecdotal but I own dozens of BlackMagic products. I would place their customer service second to only Apple in how well they help resolve any issues. This is to say Iíve been genuinely shocked at how good they are. I guess mileage may vary.
    Just like restaurants, I just always remind myself "how often do people go out of their way to voice when they've had a NORMAL customer service experience?"

    Outside of Apple, because Apple hardcore fans regularly need to stroke the Apple ego...
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  2. #12  
    If you are in Europe, contact
    Camera will go to the UK. Usually they will arrange the shipping.
    Aleksandar Bogdanov
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  3. #13  
    Join Date
    Apr 2012
    Atlanta Georgia
    Quote Originally Posted by jpblack View Post
    I'm still waiting on their follow up, I was honestly just dumbfounded by the proposed process and was wondering if I had another option or if this is common practice from their customer support? If it was a weird or complex issue I'd understand and even appreciate their reply, but for a charging issue?

    In any case, I'll wait and see. Thanks again JB, didn't want to create any confusion, I was just trying to understand my options since I never had a similar experience with Blackmagic.

    I'm sorry, I misunderstood.

    I thought they were asking for video from the camera for a fault to do with external powering.

    What they want is you showing what's happening as you try to power the camera externally.

    I can understand them wanting to exhaust all options before you ship it to them. My first job was working in a photo camera store. People used to come in with broken cameras asking for them to be sent for a repair. The first thing I'd ask was "have you changed the batteries?" and I'd start changing the battery from the floor stock. They's answer, "YES I tried that it's still not working". As a game I would try and have the battery changed by the time they said YES and about 70% of the time I'd hand them the camera now working.

    There were seemingly hundreds of posts here when the first Ursa were shipped because people "lost" the status info on their screens and couldn't get it back.

    The reason it's egregious is that you asked for an RMA, packed it up and then left for another country before going through the RMA process. I'm sure it's frustrating for you.

    Have you tried explaining that it would be difficult for you to supply the video ? Have they refused to accept it ?

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