In my experience, Bogen CS was better in the past. Previously, they answered my questions promptly and I was able to contact and talk to a real person over the phone.
Currently (within the last month), my experience has been no email response, no one answers the phone, and voice mail only without returned calls. Not good.
I have always had very good service from Gitzo, for parts and repairs. Sure, they are not the fastest at responding but I have always got what I needed. Without sounding disrespectful to the French, some of the people I have spoken to at Gitzo have been a bit laissez faire but once you understand the way they work everything is fine.
I believe that all of Gitzo production, and perhaps design also, is in Italy now after a buyout several years ago. So generalizations of French attitudes should be changed over to ones of Italian generalizations, which could easily be much worse, based on some dealings I have had with Italian companies.
Bogen USA should be capable of good service, but they may have other issues that have caused a recent decline. I have been lucky to not need parts for my Gitzo tripods yet, and they have handled a fair amount of abuse from me.
Well, I received an email this morning from Bogen after resending my original message. We are in the process of solving my o-ring problem. I'll post the outcome.
PrecisionPhoto wrote:
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
Odd...I called them about a broken piece on one of my tripods, got their voice mail, they called me back either later that day or the next day (can't remember exactly), gave me the address to ship to and asked for me to include the receipt, no RMA number required IIRC. A little over a week later the replacement part was on my doorstep. Quick, easy and painless.
Well, after a month of no response to an email I sent to [email protected], I resent the email with a cc: to Kevin Lackey, Technical Operations Supervisor. The next day, I got a response. A had a problem with a faulty center column o-ring. The resolution was a little more than I expected. Instead of sending a $0.02 o-ring, I received a new complete center casting without an o-ring. Go figure!!!
Jim they have the O-ring and the CF center post as one part number. I agree, Go figure. At least they didn't jerk you about for months and tell you that you just don't need the part. I guess they are getting better!
David...I told the parts person the parts number for the o-ring. However, he offered the new center casting instead. It is my understanding that the O-ring is a common problem on the new 2 series. So, maybe they are just getting rid of it. I compared my existing center casting with the new replacement and they are the same. The center column works fine without the O-ring. In fact, it works better. It is a moot issue for me now, since in the interim I removed the center column and center lock nut and replaced it with a Markins tripod base.
The parts diagram they forwarded me does not have a seperate number for the O-ring. The Center insert and the O-ring are bundled as one part number. Either way I agree the Markins base is the way to go. Glad they got you squared away.
David ... It looks like I spoke too soon. My center column will not slide into the center tube of the the casting because the groove retainer rail is wider than the groove in the center column. So, I sent a new email describing the problem. Now, lets see what happens.
Maybe this time they will send the correct part as you describe and is listed in the parts diagram for the 2530.
