Answers and info from Buff and others

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Archive 2009 · Answers and info from Buff and others

Paul Buff
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p.6 #1 · Answers and info from Buff and others

Cuervo79 wrote:
I'm in Central America which is not close to Australia nor Germany

There was a thread on flickr about this but as I stated there the statemet was too broad to know anything for sure.
Maybe its just me being dense but even though it says " We regret that we will no longer to be able to accept orders from new customers from outside the USA, Canada and US Possessions (Puerto Rico, US Virgin Islands and Guam) after October 16, 2009." I still have the bad feeling I'm going to be left out in the future.

I can't understand why international customers would whine about the 10% international surcharge, I had no problem with it and take it into account that almost anything I buy to ship directly to my country will be charged taxes when it comes in, or handling charges.
Mr. Buff can you please confirm "Will you still sell new products to old international customers?"

First, yes we will continue to sell new products to existing international customers and to support them. Look at the "NEW CUSTOMERS" part.

South America and Mexico is a maze of paperwork and rejections of paperwork by customs, huge import fees (in spite of Nafta), etc. A high percentage of our sales south of the border result in "I didn't get my stuff because customs wants more paper work." Then when we need to do repairs they start all over and we and you have to convince them it is a repair and shouldn't be charged new duties and taxes and all that.

We will work on finding solutions to some of these obstacles. But unlike the EU, South America is a collection of countries that all have different taxes and import requirements. Where do we start? Mexico, Brazil, Columbia, Chili - on and on. Honestly, our staff spend close to half their time on 2% of our sales because of all this.

We may end up with a US export company that is prepared to do all the paperwork to export anywhere, but they are going to want a piece of the pie and your costs will go up. It's a real catch 22 for all of. We, like our customers, are only human. Someone on one of these posts suggested "Gee, Walmart and Disneyworld and MacDonalds were able to setup distribution all across the globe . . . why can't you?" The answer is pretty obvious . . . we are not a gigantic global corporation

Oct 19, 2009 at 01:10 AM

kenyee
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p.6 #2 · Answers and info from Buff and others

Beni wrote:
I was just about to buy another two (to be sent to the US actually, my father is lecturing there in December)

<scratches head>
So neither you nor your father have any friends in the US who will ship an AB to the UK for you?

From earlier in this thread, the only truly international company I know of where you can get rentals in every country is Profoto (Swedish). Look at their prices though...

Oct 19, 2009 at 02:14 AM

Cuervo79
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p.6 #3 · Answers and info from Buff and others

Paul Buff wrote:
First, yes we will continue to sell new products to existing international customers and to support them. Look at the "NEW CUSTOMERS" part.

South America and Mexico is a maze of paperwork and rejections of paperwork by customs, huge import fees (in spite of Nafta), etc. A high percentage of our sales south of the border result in "I didn't get my stuff because customs wants more paper work." Then when we need to do repairs they start all over and we and you have to convince them it is a repair and shouldn't be charged new duties and taxes and all that.

We will work on finding solutions to some of these obstacles. But unlike the EU, South America is a collection of countries that all have different taxes and import requirements. Where do we start? Mexico, Brazil, Columbia, Chili - on and on. Honestly, our staff spend close to half their time on 2% of our sales because of all this.

We may end up with a US export company that is prepared to do all the paperwork to export anywhere, but they are going to want a piece of the pie and your costs will go up. It's a real catch 22 for all of. We, like our customers, are only human. Someone on one of these posts suggested "Gee, Walmart and Disneyworld and MacDonalds were able to setup distribution all across the globe . . . why can't you?" The answer is pretty obvious . . . we are not a gigantic global corporation

Mr. Buff, Thank you for your answer, and I understand what you're saying.

BUT

When products I purchase leave the distributor and are in the hands of the shipping agents like UPS and the like, the responsibility (shipping, paperwork, taxes, etc.) falls on them and not on the distributor I purchased from. At least here the shipping agents are responsible to get the products out (of course this also means you have to pay the taxes and handling charges that are part of the normal process in any shipment). Clients have no real business talking to the distributor about shipping problems if the distributor follows the shipping agents standards. The only time I talk to the distributor is if there where any problems with the products either because of damage or if they're not working.

In Guatemala you can call the UPS offices that are in the country, and explain what is in the shipment before it arrives, they can then take the necessary steps to make everything go smoothly, the only thing you can't get out of is taxes attached for certain products and extra handling charges, but if you specify the use and what type of product it is they can put them in the right "product categories" so they get taxed accordingly and not over tax you. You can even talk to UPS to get information on what are the best ways to handle your shipments, for example its better to have 2 shipments separately of $500 than one of $1000, all this information I got from just asking UPS here in Guatemala.

I'm thinking that it would be good to make a notice to international clients about these matters, that way you don't get bogged down with emails that in reality should go to the shipping agents and not you the distributor.

Again thank you for the reply

Oct 19, 2009 at 03:33 AM

hoangcong
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p.6 #4 · Answers and info from Buff and others

@Paul Buff,
When the website state that "Efforts are currently being made to establish representation and repair/warranty service with a reputable dealer in Australia. "
Does it mean you already have someone in mind or you are in the middle of negotations? Or are you in the process of looking for a representative?

Cheers,
Tony

Oct 22, 2009 at 02:44 AM

Paul Buff
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p.6 #5 · Answers and info from Buff and others

Tony

We have made an appointment and almost finalized the agreement. A small, personal company that will follow our customer friendly methods and will ship direct throughout AU and New Zealand and, as they develop the relationship, into the Pacific Rim. They are located near Brisbane and will be able to provide service. We will announce them and cross link on the websites probably within a week.

We are in similar but earlier negotiations with a company in Germany.

Oct 22, 2009 at 04:02 AM

mdelrossi
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p.6 #6 · Answers and info from Buff and others

I'd like to weigh in here.
First off when I saw the original post and poll I hit a button that removed any future possibility of voting on this thread. Would it be possible to vote now?

Now on to my opinion.
Paul,
While you are most certainly within the rules to respond to questions about your products, with that right comes responsibility.

I welcome information about new products, however when a business posts in a user forum it starts to become advertising.
I don't see Elinchrom, Dynalight, Profoto, etc… posting here to answer questions, if they do, certainly not with the frequency or demeanor of yourself.

I prefer the information about products come from the pros using it in the field. That way I get the pros and cons of using the equipment and not some auto-defense propaganda the usually come from your posts.

I have been looking at several of your products for a possible future purchase, and your repetitive posts have made it hard to get objective information. It's like background noise that hides the details, only when it is removed do you find out what you have been missing.

A few months ago you closed down your forum on your website. I suggest that you reopen it and answer questions there.

Oct 22, 2009 at 12:19 PM

hoangcong
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p.6 #7 · Answers and info from Buff and others

@Paul thanks for the clarification, I can't wait to see who is going to supply

@mdelrossi If you don't like the fact that Paul gives a bit of his time to answer his customer/future customer, just ignore it, there is no real need to come and rant when, after all there are gazillions of thread on the internet talking about PCB products (a lot of them written b pros by the way)
A lot of what you've said doesn't really make sense.

Oct 22, 2009 at 04:29 PM

Deezie
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p.6 #8 · Answers and info from Buff and others

@mdelrossi If you don't like the fact that Paul gives a bit of his time to answer his customer/future customer, just ignore it, there is no real need to come and rant when, after all there are gazillions of thread on the internet talking about PCB products (a lot of them written b pros by the way)
A lot of what you've said doesn't really make sense.

Tony,

Are you advocating self-censorship? If a poster doesn't share your opinion, you would consider that their best option is to look the other way and go find their happy place? You seem to support the idea of "Hold your tongue and contribute only to threads that you personally agree with," which does little to promote a policy of exchanging differing opinions and ideas.

One could easily say the same for you. If you don't like what's being said in this thread, then ignore it and move on. Like you said, there are gazillions of threads about PCB. I'm sure you can find an agreeable thread to post your comments on, no?... I think so.

Oct 22, 2009 at 05:02 PM

faZe5
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p.6 #9 · Answers and info from Buff and others

Self censorship? I didn't see that in the post, he simply suggested that if one considered Paul's posts to be noise then tune the noise out or quit listening. It seems obvious from the results of the poll that these people are in a small minority.

Paul, please keep posting and letting us know what is happening with your products. And if the other CEO's are out there, please join in and share your knowledge too.

Oct 22, 2009 at 10:07 PM

Deezie
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p.6 #10 · Answers and info from Buff and others

Am I missing something? Tony didn't like mdelrossi's opinion, in fact he referred to it as a "rant," and told him to ignore Paul's threads (translation: shut the f up, because I don't like what you have to say) with an inference that mdelrossi's opinion is obviously wrong because there are gazillions of threads about PCB (a lot of them written by pros).

Well, I don't agree with Tony's opinion of mdelrossi. Am I no less justified in telling him to ignore mdelrossi's post and just focus on other threads that mdelrossi isn't a part of? Because there are posters on this forum who don't agree with PCB (a lot of them are pros, by the way).

Oct 22, 2009 at 10:33 PM

hoangcong
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p.6 #11 · Answers and info from Buff and others

I am perfectly fine with someone giving their opinion Deezie, what I didn't like is the kind of critics that was said, you got it totally wrong.
If you see that as perfectly fine, myself, I see that as extremely rude.
Discussing an idea is fine, but telling the op to stop posting so often is something else.

After all this thread is about "Answers and info from Buff and others", and mdelrossi came to tell the op that he post "too" much unlike the other company's.

The OP is an individual, and if he likes to answer question about his company, what's so bad about it? It's not like he is going to every single forums to defend his products. As far as I am aware, I only saw him answering in FM. We all have a place on the internet that we like to call home and where we participate a lot, and maybe for Paul, FM is one of those place.

Oct 22, 2009 at 10:59 PM

gpsphoto
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p.6 #12 · Answers and info from Buff and others

I kind of thought that this thread was started by Paul to gather the communities feelings about his participation here...

Oct 22, 2009 at 11:34 PM

Deezie
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p.6 #13 · Answers and info from Buff and others

The OP is an individual, and if he likes to answer question about his company, what's so bad about it? It's not like he is going to every single forums to defend his products. As far as I am aware, I only saw him answering in FM. We all have a place on the internet that we like to call home and where we participate a lot, and maybe for Paul, FM is one of those place.

Paul asked the question and mdelrossi posted his opinion. The idea that you don't like his answer and let him know that is really no different than the actual response that mdelrossi gave. Which is a little ironic.

Paul's not going to go away, that's pretty clear, and lately he seems resigned to much better behavior. I like the products that Paul's come out with this year - and if his new lights ever come out to the specs he's listed, then that will be another feather in his cap.

But honestly, I think he does a little too much promoting here and should just let his gear speak for itself. His products are strong enough to stand on their own without him having to field questions that can be answered simply by going to his website, or by the many members here who own his gear. If Paul feels the need to defend his brand, then somewhere in his thought process is a lack of true belief in the products that he sells.

Edited on Oct 23, 2009 at 02:50 PM · View previous versions

Oct 22, 2009 at 11:56 PM

mdelrossi
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p.6 #14 · Answers and info from Buff and others

First off that was not a rant. I can rant, and belive me that was not a rant, just ask my wife

.

Secondly, I was not telling Paul to stop posting here. I was merely saying that the frequency and demeanor was off putting, and getting mighty close to advertising.

I respect Pauls right to post here and I would defend him if he was to be banned for posting within the guidlines.

From the forum rules:
"No SPAM, advertisements, schemes, or fictitious announcements: Regular members are allowed to advertise their workshops or meetings in the ‘Member meetings and events’ section, but moderators can still edit, close or remove a thread when they think it’s needed.
"

Thirdly, Paul has a business, and a web site for it, and he even had a forum section. I was merely suggesting that he reopen it and answer questions about his business and products there.

After all when I need information and specs for a product the first place I look is on the company's web site. If it's not readily available I look for a forum/support area on their site.

This does a few things for the business, I tend to explore the site and products, and the longer I stay on the company's site the better the bounce rate becomes for them.
If there is a forum I can get information from users both tips and problems to avoid. Even solutions that the company hadn't thought of.

A possible solution to all of this hub-bub, might be to have vendor forums here. It works on other sites I visit.

Rude?? I was nothing of the sort. I didn't tell him to b**ger off, I was giving him some constructive criticism.

As a business owner myself if one of my clients mentioned that I was over selling myself and being overly verbose I would most definitely listen to them. They are, after all, paying my bills.

Good night and Good luck.
mdr

Oct 23, 2009 at 12:02 AM

Beni
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p.6 #15 · Answers and info from Buff and others

I had understood the 'new customers' to refer to customers for new products rather than repair work, etc. Keeping track and having to pursuade the customer service team that I am an existing customer so that they will OK the order isn't my idea of fun though if Paul can confirm that I will be able to continue to order to the UK then I will do so.

Oct 23, 2009 at 09:59 AM

Paul Buff
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p.6 #16 · Answers and info from Buff and others

We will continue to fully support customers who have done business with us prior to the announcement. This applies only to potential customer who have not previously dealt with us.

The Australian representative is almost ready to go and negotiations with the representative in Germany are in progress. Both will provide repair service.

Oct 23, 2009 at 03:31 PM

Paul Buff
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p.6 #17 · Answers and info from Buff and others

Regarding:

From the forum rules:
"No SPAM, advertisements, schemes, or fictitious announcements: Regular members are allowed to advertise their workshops or meetings in the ‘Member meetings and events’ section, but moderators can still edit, close or remove a thread when they think it’s needed.
"
I follow these rules. As stated, moderators set and apply these rules.Discussion of upcoming products and/or unavoidable delays in meeting projections are not fictitious, nor is anything I may post a scheme or sales tool - it is information that 88% of members say they want.

Oct 23, 2009 at 03:40 PM

Beni
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p.6 #18 · Answers and info from Buff and others

I like the idea of a EU repair service, I have 2 of my 4 units that need repair work but shipping to the US, paying for the repair and shipping back is almost the price of a new unit.

Oct 24, 2009 at 03:59 PM

gkayacan
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p.6 #19 · Answers and info from Buff and others

hi paul, just a few questions:

1. so i'm in europe. i've got a couple of vagabonds. if i wanna reload them i just have to use the U.S. plug + small adaptater then plug it to the wall? I don't risk anything like that?

2. when i opened the vagabonds boxes earlier today, the GREEN light were on. on both of them. Usual?

3. i really am looking forward to some AB-thing in Germany. could be GREAT if in any case i've got some issues with the Bees.

last but not least, i just opened my PLM/Foldable Octobox and all... It looks great. I really can't wait to use them. SO FAR SO GOOD.

Have a good week-end

Oct 24, 2009 at 09:19 PM

Paul Buff
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p.6 #20 · Answers and info from Buff and others

gkayacan wrote:
hi paul, just a few questions:

1. so i'm in europe. i've got a couple of vagabonds. if i wanna reload them i just have to use the U.S. plug + small adaptater then plug it to the wall? I don't risk anything like that?

2. when i opened the vagabonds boxes earlier today, the GREEN light were on. on both of them. Usual?

3. i really am looking forward to some AB-thing in Germany. could be GREAT if in any case i've got some issues with the Bees.

last but not least, i just opened my PLM/Foldable Octobox and all... It looks great. I really can't wait to use them. SO FAR SO GOOD.

Have a good week-end

The green light stays on telling you it has a charge, It draws so little current it wont' run the battery down for about two years. The battery itself will self discharge in about the same time if you don't recharge it . . . just like a car sitting for two years will probably have a dead battery.

The charger can plug right into any any outlet with the right adapter. It works from 95 to 260VAC.

Oct 24, 2009 at 10:20 PM

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