Jonas B wrote:
I used the Lotus address sending them this message the other day:
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The above was before the weekend and i got a reply today:
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To that I replied I will not provide any video. I also told them about my cameras firmware and that I won't try the lens with any other Sony camera as the A1 is all I have.
Then I directed them to this thread including some pointers to relevant posts,
We'll see what happens!
I agree, Jonas. Why ask for the firmware when you clearly already mentioned the version? And why send a video...can't they just test it on a recent body? It's happening on the A7CR too, so I assume they're working on the firmware but don't have a body to see exactly what you're describing?
Fred Miranda wrote:
I agree, Jonas. Why ask for the firmware when you clearly already mentioned the version? And why send a video...can't they just test it on a recent body? It's happening on the A7CR too, so I assume they're working on the firmware but don't have a body to see exactly what you're describing?
It's pretty obvious they don't have a slew of recent bodies in their testing inventory from my dealings with them. Regardless, asking for a video of odd behavior isn't an odd question to me, it can help them quickly understand exactly what the behavior is. Remember, these are Chinese folks on the other end, and a video might be easier to understand than an email in english.
RoamingScott wrote:
It's pretty obvious they don't have a slew of recent bodies in their testing inventory from my dealings with them. Regardless, asking for a video of odd behavior isn't an odd question to me, it can help them quickly understand exactly what the behavior is. Remember, these are Chinese folks on the other end, and a video might be easier to understand than an email in english.
Since they're selling to an English speaking market and their own marketing is in English, it's reasonable to expect that they understand english well, especially when handling customer support. I feel it's not asking too much...everything is pretty clear, and a quick two-minute test would show the behavior. We're offering feedback out of goodwill, even though ideally they might have caught this before releasing the firmware. I don’t mean to sound harsh, just sharing my perspective.
So far they have not responded to my feedback. Let's see what happens.
Fred Miranda wrote:
Since they're selling to an English speaking market and their own marketing is in English, it's reasonable to expect that they understand english well, especially when handling customer support. I feel it's not asking too much...everything is pretty clear, and a quick two-minute test would show the behavior. We're offering feedback out of goodwill, even though ideally they might have caught this before releasing the firmware. I don’t mean to sound harsh, just sharing my perspective.
So far they have not responded to my feedback. Let's see what happens.
I come at it from a tech support background. You can tell me your issue all day, but it always helps me way more to see it actually happening. I had a backpack delaminating and the very first thing Osprey wanted was a picture of it. It's pretty S.O.P. to have some demonstration of a claim for things like this. TTA won't answer emails until it's business hours in China, FYI, you'll almost never get an email back before 10pm central.
The odd part of all of this is, TTA is acting like all of the submitted issues are new information to them, which I'm finding extremely hard to believe at this point. You have Nikon AND Sony users submitting data and none of this came up in lens development and testing?
I tried to warn people that this thing wasn't baked.
Fred Miranda wrote:
Since they're selling to an English speaking market and their own marketing is in English, it's reasonable [...]
So far they have not responded to my feedback. Let's see what happens.
and
RoamingScott wrote:
I come at it from a tech support background. You can tell me your issue all day, but it always helps me way more to see it [...]
I'm usually easy to work with and try to help if I can. In this case I declined sending a video and work with TTArtisan. The reason for being boring is that my first message to them was me asking for my money back as the lens doesn't work properly (not with fw 01, not with fw o2). I described the problem and asked for a return ticket, simply put.
In that situation I'm not prepared to make videos for the manufacturer. The lens doesn't work and i don't have time to wait for them to distribute an third version of the firmware for their paying customers to evaluate.
I wish the lens had worked. Sony needs competition.
I'm usually easy to work with and try to help if I can. In this case I declined sending a video and work with TTArtisan. The reason for being boring is that my first message to them was me asking for my money back as the lens doesn't work properly (not with fw 01, not with fw o2). I described the problem and asked for a return ticket, simply put.
In that situation I'm not prepared to make videos for the manufacturer. The lens doesn't work and i don't have time to wait for them to distribute an third version of the firmware for their paying customers to evaluate.
I wish the lens had worked. Sony needs competition. ...Show more →
I totally agree with your stance. My point was more if you're going to keep the lens in hopes that it works better someday, it would behoove you to send relevant info along to expedite that process. Otherwise get a refund and move on with life.
RoamingScott wrote:
I come at it from a tech support background. You can tell me your issue all day, but it always helps me way more to see it actually happening. I had a backpack delaminating and the very first thing Osprey wanted was a picture of it. It's pretty S.O.P. to have some demonstration of a claim for things like this. TTA won't answer emails until it's business hours in China, FYI, you'll almost never get an email back before 10pm central.
The odd part of all of this is, TTA is acting like all of the submitted issues are new information to them, which I'm finding extremely hard to believe at this point. You have Nikon AND Sony users submitting data and none of this came up in lens development and testing?
I tried to warn people that this thing wasn't baked....Show more →
You and I both share something in common then, with a tech support background, and having dealt with various manufacturers support. I can say this much... it's not just the Chinese companies (though they are pretty high on the list).
When you have a working relationship with a company, whomever you are allowed to interface with is still at best, tier 2 support, and tier 2 as bad as it is, isn't as bad as tier 1 that the general public gets... but to get to tier 3 takes some foot stomping and being an authorized dealer or support center yourself to get through to them. As for engineers, the people you really want to talk to... the bosses consider their time way too valuable to be allowed to take support calls or emails, and everything you try to communicate to them will be through an intermediary of some sort.
I have been doing this for 30yrs... and I can count on one hand the amount of times I was actually allowed to interface with the top level engineers, and it was only because it was on expensive products and I solved tricky problems for them and they wanted to know how, heh heh. Funny how that gets their attention.
Erictator wrote:
You and I both share something in common then, with a tech support background, and having dealt with various manufacturers support. I can say this much... it's not just the Chinese companies (though they are pretty high on the list).
When you have a working relationship with a company, whomever you are allowed to interface with is still at best, tier 2 support, and tier 2 as bad as it is, isn't as bad as tier 1 that the general public gets... but to get to tier 3 takes some foot stomping and being an authorized dealer or support center yourself to get through to them. As for engineers, the people you really want to talk to... the bosses consider their time way too valuable to be allowed to take support calls or emails, and everything you try to communicate to them will be through an intermediary of some sort.
I have been doing this for 30yrs... and I can count on one hand the amount of times I was actually allowed to interface with the top level engineers, and it was only because it was on expensive products and I solved tricky problems for them and they wanted to know how, heh heh. Funny how that gets their attention.
Fred Miranda wrote:
I still didn't get a response to my questions/feedback.
Interesting! I also emailed the customer service to the same address you suggested that same day and I received a response the next day. I emailed them even though I don't have the lens yet just so they have more user feedbacks.
Today, at 09:30 local time I mailed "Lotus" again reminded them about my mail the day before yesterday. 45 minutes later I got a response including a new firmware and a message saying I could try it if I want and if there is any problem they will take my lens back.
A new firmware, already? I opened it and it turned out to be a firmvare dated 20250811 so somewhat older than version 02 we all have. OK, I loaded it and the lens now still says version 02.
However, AF at small firmware openings works a lot better with this firmware. I haven't checked everything yet.
It may be a bit less sticky again, haven't checked in detail. If there is any difference it is small.
The focus motor pulsating around the focus point is gone for the most of the time. Big difference to the better now.
I have still to check AF follow focus point, stickiness and how the lens behaves in low light situations.
I'll find some time during the weekend and report back here.
I emailed to see how troubleshooting was going...they claim they can't replicate any of my issues, and just want to send me another copy. We'll see how that goes I guess.
That makes it more obscure..., so many users everywhere in the world are complaining the same issue and the can't see it...?
RoamingScott wrote:
I emailed to see how troubleshooting was going...they claim they can't replicate any of my issues, and just want to send me another copy. We'll see how that goes I guess.
lifef8 wrote:
Fred, did you get a chance to test it on a Kolari sensor vs. non Kolari yet?
Yes, I did. On the stock Sony, the field curvature bends outward, but on the Kolari-modified Sony it looks neutral. I had predicted this after seeing sample images online, and sure enough, I don't see that odd curvature in the rendering when shooting with the Kolari. So yes, the thinner filter makes the lens behave with a much more neutral field curvature.
RoamingScott wrote:
I emailed to see how troubleshooting was going...they claim they can't replicate any of my issues, and just want to send me another copy. We'll see how that goes I guess.
Which basically means they never even tried it. It's obvious this isn't a defective lens since at least four of us here have noticed the same issue, and it's really easy to replicate. By the way, they never responded to my email. I wasn't expecting a solution, but at least some acknowledgment that they received my feedback would have been nice.
I’m just gonna review the 2nd lens as is, roast them for phoning it in, and probably never talk to them again at this rate
Fred Miranda wrote:
Which basically means they never even tried it. It's obvious this isn't a defective lens since at least four of us here have noticed the same issue, and it's really easy to replicate. By the way, they never responded to my email. I wasn't expecting a solution, but at least some acknowledgment that they received my feedback would have been nice.
