Gitzo might be the best tripods around but if you need parts your pretty much screwed trying to email them not to mention poor phone service and long distance charges
How could these people miss this for months Hello,
Unfortunately, we just found out that there was a problem with Gitzo website. In the last month, all the e-mails received through the on line form at WWW.GITZO.COM have not been forwarded to the Bogen helpdesk. The system has now been repaired.
We apologize for this inconvenience. Parts are available for almost anything we sell here at Bogen Imaging. We don't yet have an on-line parts purchasing option, so until then we request that you call our Parts Department at (201)818-9500 x 244 during our business hours of 8:30 AM - 4:30 PM eastern standard time, or by email at [email protected].
Exactly my experience. I sent them an email for a part. No answer. I assume it was part of their crappy customer service. The excuse that the online form was defective may be true. But, it has been impossible to get someone to answer the phone. EVERYTIME I called, I would get voice mail. So, I don't think I would just blame a faulty email link. I think it is PISS POOR CUSTOMER SERVICE.
Just how they let there e mail service run in the ground I don't know, most company's would consider it there life line and would have fix it the same day!
I just checked the date and address of the email I sent to Bogen on 1/9/08 to which I have not gotten a response from the Parts department. The address I used was [email protected]. I don't believe I used their defective link via gitzo.com. I just resent it to see if I get a response.
I suggest anyone wanting parts to obtain the schematics and identify the part numbers yourself. Then order it. That's what I did. It took a while to communicate it finally, but I eventually got what I needed.
Contrast this service from the wonderful service you get from Feisol. Great communications and even a follow-up e-mail asking how I liked their product. Top notch and makes you feel like they actually care about their customers.
chez wrote:
Contrast this service from the wonderful service you get from Feisol. Great communications and even a follow-up e-mail asking how I liked their product. Top notch and makes you feel like they actually care about their customers.
I'm not sure that Gitzo is at fault. We are dealing with Bogen Imaging here in the US. They distribute Gitzo not make the stuff.
Savas K wrote:
I suggest anyone wanting parts to obtain the schematics and identify the part numbers yourself. Then order it. That's what I did. It took a while to communicate it finally, but I eventually got what I needed.
Most do used the schematics but having the part number is useless if they don't write or call back after a long distance call, push 1, now push 2 and now go away..
I email manfrotto last month (which is same bogen company) and never had any answer too. I'm about ordering some gitzo stuff, but how could I trust a company that no one can have contact with ? Just on their martian 6x carbon ? roflflflf
If you're in the US, contacting Bogen Imaging would work far better than trying to contact Gitzo directly. I've dealt with Bogen Imaging for lots of things and their people are FANTASTIC. I used to live within driving distance and had while-you-wait service for lots of the items they distribute.
My experience about the same, but mine in regard to registering product online (a part of customer service). They indicated that I would receive an e-mail when their system was available but I never received any e-mail notification.
dinoadventures wrote:
If you're in the US, contacting Bogen Imaging would work far better than trying to contact Gitzo directly. I've dealt with Bogen Imaging for lots of things and their people are FANTASTIC. I used to live within driving distance and had while-you-wait service for lots of the items they distribute.
Well I can say I dealt with Bogen and they were possibly the worst company I have ever dealt with....errr next to Dell. I'd sure like to know what your secret was for getting service if you cant drive up to their door. They don't answer the phone. They don't respond to e-mail. If your incredibly lucky months later some one might call back and tell you that you really don't need the part any how. I really like the Gitzo pod but I very much doubt I will opt to buy another product warranted by Bogen. My experience left me with a visual of two guys that barely speak english hiding out in a warehouse with no windows and treating every call like it might be the INS on the phone.
dinoadventures wrote:
If you're in the US, contacting Bogen Imaging would work far better than trying to contact Gitzo directly. I've dealt with Bogen Imaging for lots of things and their people are FANTASTIC. I used to live within driving distance and had while-you-wait service for lots of the items they distribute.
That's what you should do anyhow - they are the point of contact for US customers.
That said, I've had very quick response from them on any question I've asked. In point of fact, when I asked for information from Gitzo's website, I got a response in 48 hours from Bogen - so obviously Gitzo had forwarded it on to Bogen.
