Is Novoflex, part of the MAC Group still in business?
I purchased a Novoflex adapter from a US authorized dealer, and I received the previous version adapter. I returned it to the dealer. I called Novoflex three times on three different days to find out if a newer version adapter was available and the call went immediately to voicemail.
I called Novoflex US technical support, pre sales support and their service department and left voicemail messages. Never a call back.
I’m getting tired of calling companies who probably have an offshore call center or at best a skeleton crew working from home who are multitasking and couldn’t care care less about the customer.
So what did I do, I called Leica service, asked several questions, ordered the Leica adapter from Tony at PopFlash. Problem solved
@bherman: Sorry to hear this. They make some very good gear
You could also contact the German company to let them know that something is really going into the wrong direction with their distributors.
bherman wrote:
I hear you, but after three calls on three different days to three different departments, I'm done with them as company.
I live on the east coast and should not have to call a west coast dealer to gain access to their sales rep for customer support.
Understood, and I feel your frustration. If you were truly done, maybe the post title shoulda been a kudos to Tony at PopFlash instead? Just a viewpoint question
Now, though it may not be applicable to this very case (national distributor really make a poor showing of what is ostensibly their core competency) look up the recent Atlantic article on call center/CSR "sludge".
My wife would tell you I am not the overly forgiving kind on things like this. I agree with Brad. Companies like this should go out of their way to make customers happy. I've had recent bad experiences with Gura Gear and Tenba - several calls and e-mails and not one reply. That's inexcusable and I shouldn't have to resort to distributor gymnastics to get help. So they won't get my business anymore. The same old adage that served my father well - vote with your feet - still works. I don't reward bad behavior. Sorry, rant over. They should take a lesson from Oberwerth on customer service.
I sent my note to Novoflex in Germany and heard back from the distributor sales manager within a few days of this posting.
He apologized profusely and gave his direct contact information by should I encounter any issues going forward. It should never have gotten to this point. I’m sure that he or his team contacted Novoflex US (the MAC Group is the distributor) but they still never replied to any of my messages.
Maybe their customer service reps should be replaced by AI bots? It couldn’t be any worse
