Panoramix NO
Posts: 64
Location: Tromso, Norway
Registered: 17 Jul 2008
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What do you think about 360precision?
Posted: 20 Jan 2009 at 16:42 GMT
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1 did anyone got gear from them?
if yes, how long it took?
2 did anyone got any reply from customer support after getting the gear?
if yes, how long it took?
thanks for feedback
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stalwart
Posts: 224
Location: Barton under Needwood, Staffordshire, United Kingdom
Registered: 20 Dec 2007
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Re: What do you think about 360precision?
Posted: 20 Jan 2009 at 17:12 GMT
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1. yes - a 360 Precision Absolute (best bit of kit I own!)
2. 4 weeks - but bear in mind was for the newly released Canon 450D and Matt had to engineer the tooling specific to this new camera model (and kept me informed on progress). The first batch produced were incorrect.
3. yes - kept me up to date with shipping when requested.
4. received feedback same day
why do you ask on this very public forum?
regards
Stuart
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Matthew Rogers
[360 Precision]
Posts: 299
Location: Oxford, United Kingdom
Registered: 16 Jun 2005
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Re: What do you think about 360precision?
Posted: 20 Jan 2009 at 17:28 GMT
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If the product you want is in-stock then delivery is next day if payment is received before 12 noon or 48 hours if payment is received after 12 noon. This is due to the fact that our FedEx pick-up is at 1:30pm each afternoon. Custom Absolute orders can take anywhere between 2-12 weeks depending on the camera and lens supported.
If we've already built an Absolute for a particular lens or camera then it's closer to 2 weeks. If it's a newly released or more specialised camera like a Hasselblad H3D then delivery times can be as long as 12 weeks. As we need to source the camera/lens. Test the set-up, machine and test the prototype then machine the final product.
As for tech-support we have the following forms of communication:
MSN: support {at] 360precision.com
iChat: threesixtyprecision {at] mac.com
skype: threesixtyprecision
if a customer doesn't want to use one of the above chat methods then we have online support:
support.360precision.com
The online support system above is for customers only with specific support issues. We also have the general forum for more general knowledge type questions:
forum.360precision.com
If a customer can't get tech support then they have no one to blame but themselves. The VAST majority of customers have no issues. Those few that do and complain are in the minority and are generally in the wrong. This may seem harsh but it's true.
I manage to speak to at least a dozen potential and existing customers via chat almost every day of the year. I try to log-in to the above for at least 6-8 hours per day. If other people can contact me and do then any issue is NOT on our end.
People using Hotmail, gMail, yahoo mail or any other free service to run a business really need to do something about it. We take no responsibility for any lost emails from customer using free email accounts.
It's also difficult to gauge an accurate opinion of the company from the limited type of people that visit and post on this forum. Most of our customers wouldn’t even know panoguide exists and certainly don't spend their spare time posting on forums or email lists.
Matthew Rogers
360Precision.com
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Mark Schuster
Posts: 1222
Location: Welwyn Garden City, United Kingdom
Registered: 25 Jan 2006
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Re: What do you think about 360precision?
Posted: 20 Jan 2009 at 19:34 GMT
updated: 20 Jan 2009 at 19:53 GMT
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Hang on Stuart,
You say in reply to point 2,
4 weeks - but bear in mind was for the newly released Canon 450D and Matt had to engineer the tooling specific to this new camera
Isn't the 450D dimensionally identical to the 400D, released considerably earlier. Why then would retooling be necessary? Don't get me wrong, I just want to know.
Mark
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Matthew Rogers
[360 Precision]
Posts: 299
Location: Oxford, United Kingdom
Registered: 16 Jun 2005
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Re: What do you think about 360precision?
Posted: 20 Jan 2009 at 20:17 GMT
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Well no, the pin position which is a critical design feature of the Absolute for the 400D is NOT compatible with the 450D.
In this case we have to buy the camera, (obviously) take the necessary measurements. We then build the jig, prototype the part then machine the final part.
Depending on our current workload this can take a while to get to as we need a machine for an entire day.
Mat
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bigwade
Posts: 730
Location: Netherlands
Registered: 19 Oct 2005
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Re: What do you think about 360precision?
Posted: 20 Jan 2009 at 20:36 GMT
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HaHaHa, remembered a mail from ± nov 2005 the pin registration was a crap solution.
Anyway I'm glad I've trade in the "Absolute" tank with the "not so 2009 footprint" for 2 NodalNinja 5's
@Panoramix NO: If you really want a 360P go for the Adjust.
Have Fun !
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Mark Schuster
Posts: 1222
Location: Welwyn Garden City, United Kingdom
Registered: 25 Jan 2006
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Re: What do you think about 360precision?
Posted: 20 Jan 2009 at 23:15 GMT
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Matt,
Thanks for the explanation.
Mark
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Matthew Rogers
[360 Precision]
Posts: 299
Location: Oxford, United Kingdom
Registered: 16 Jun 2005
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Re: What do you think about 360precision?
Posted: 20 Jan 2009 at 23:31 GMT
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bigwade said: HaHaHa, remembered a mail from ± nov 2005 the pin registration was a crap solution.
It wasn't that the solution in itself was crap as the pin registered plates are by far the best solution to the problem. It was getting our then machinist to accurately measure the pin location to ensure that the camera was perfectly level.
Thank god we’ve moved on since 2005.
Matthew Rogers
360Precision Ltd
www.360precision.com
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bigwade
Posts: 730
Location: Netherlands
Registered: 19 Oct 2005
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Re: What do you think about 360precision?
Posted: 21 Jan 2009 at 1:28 GMT
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Yep, machinist switch helped you.
But remember the BERT VIERSTRA and others (incl. me) horror..during switching
tinyurl.com/9kbqvn
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Matthew Rogers
[360 Precision]
Posts: 299
Location: Oxford, United Kingdom
Registered: 16 Jun 2005
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Re: What do you think about 360precision?
Posted: 21 Jan 2009 at 1:37 GMT
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No, these issues caused us to re-evaluate our production capacity and process.
Matt
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Jakob
Posts: 9
Location: Germany
Registered: 21 Jan 2009
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360precision Absolute
Posted: 21 Jan 2009 at 8:56 GMT
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Hi Matt,
nice to meet you here - the announced ways of communication on your website doesn't seems to be functional.
As you will hopefully remember, I ordered AND paid a Presicion Absolute for the combination D700/16mm 2.8 AF in early september 08. Since that, I have not heard anything from you, only the info, the parts would be machined in september (2008?).
That's a very bad way to handle with customers, I believe. Anyway, If you have problems with the head, a short info would help me to make a decision if I should cancel my order and request a refund or switch to the Absolute Adjuste.
Jakob
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Matthew Rogers
[360 Precision]
Posts: 299
Location: Oxford, United Kingdom
Registered: 16 Jun 2005
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Re: 360precision Absolute
Posted: 21 Jan 2009 at 9:55 GMT
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Your head was shipped on the 26th of November and signed for on the 28th of November.
I'm sending out another head today that will be with you tomorrow,
What absolutely amazes me is the fact that you wait two months before contacting me. You then only wait two hours after posting on our support forum before posting on panoguide. I'm actually stunned.
The problem you've caused is I now have no recourse to claim on the insurance for the so called package that you didn’t receive.
If a company emailed me informing me that something was going to ship this week and it didn’t I wouldn’t wait two months to contact them. And please, you're not tried the three main contact methods. There's a reason we have the other channels and that main reason is email is not 100% reliable. And it only takes one lost email to cause these types of problems.
Matt
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Jakob
Posts: 9
Location: Germany
Registered: 21 Jan 2009
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Re: 360precision Absolute
Posted: 21 Jan 2009 at 10:32 GMT
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Matt,
i'm sorry making such troubles, but this board has been the only possibility to get in contact with you, as you see. But I think we shouldn't go further here.
Thank you for sending the head, I will send you an info when the shipment arrives. But, to be honest, I don't know how, since the "orders" and "enquiries"-adresses don't work.
Jakob
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Panoramix NO
Posts: 64
Location: Tromso, Norway
Registered: 17 Jul 2008
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Re: 360precision Absolute
Posted: 21 Jan 2009 at 13:07 GMT
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at first, i dont feel like im making any not reasonable problems to anyone because:
i ordered and paid for Atome on 19.12.08
i send about 10 emails all with 360precision in title
i got response for 2 of them with very short info
i tried to call on phone with no luck
on skype no luck also
i think if you (mr Mathhew Rogers) have any problems with sending ordered gear on time
["If the product you want is in-stock then delivery is next day if payment is received before 12 noon or 48 hours if payment is received after 12 noon. This is due to the fact that our FedEx pick-up is at 1:30pm each afternoon." sounds like a big joke for me... now we are 21.01.09 if my calendar doesnt joke]
you should at least let me now when i will get the parcel
whats funny FedEx already have parcel details (since 19.12.09) but they simply didnt got the pack...
second mail from 360precision i got one week ago with info that it will be shipping (finally) in next (this) week
while i cant see any reply to my mails i noticed 360P happily posting on panoguide......
i tried to write under another topic to mr MR, of course with no answer
in meantime FEW persons wrote me on email explaining problems they had with mrMR
they pointed me at some interesting links
mattlauder.wordpress.com/2008/04/04/word-of-advic...
and
www.360rage.com/panorama-hardware-item.php?i=2
its a free market world so sorry but everyone who sells must be aware of opinion of hes customers
so after reading all that i cant see anything wrong in making such a topic on this forum, to keep aware other people from pano community (especially newcomers, which would have really bad start with panos if they are asked to wait 1-8 months for gear to come) that they can experience some unusual shipping time or angry customer support
last but not least - mr MR - i did send you email yesterday seying that if i dont get my parcel until friday 23.01.09 i want you to simply pay my money back
have a nice day
PwK
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Matthew Rogers
[360 Precision]
Posts: 299
Location: Oxford, United Kingdom
Registered: 16 Jun 2005
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Re: 360precision Absolute
Posted: 21 Jan 2009 at 17:52 GMT
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I will start by saying this is all becoming quite boring.
Firstly when you submitted the order you put 'TBA' as your contact phone number. It then took 8 days for you to submit the phone number. Maybe you've never purchased anything online before but why you chose to NOT supply a phone number is beyond me. I cannot process any shipping paperwork without a contact phone number for the customer.
Second, you could start by telling me your name and or email address. That way I might actually be able to help you in a more timely fashion. Who the heck is PwK ?
Thrid you were never given anything but an estimated eta as the Atome you ordered was not in-stock but in production. You were never told it was in-stock when you ordered. We clearly point out during the ordering process that if you need a product for a certain date then please use the enquiry form to contact us. We then reply with a more accurate eta. If you weren't happy with the delay you could have either requested a refund or stopped the Paypal payment.
The order confirmation page also clearly outlines the processes involved and explains the situation with the FedEx deliveries. If you simply chose to ignore everything we tell you then you really have no right complaining the way you have.
I could understand your frustrations if you were told by us that your order would ship and be delivered next day but this was never the case. I emailed you every week with an update, I simply do not have the time to update every single customer on a daily basis. It's also not practical automating such a system due to the changeability of our production runs.
As to your 10 emails this is simply not true. Here's a link to your email transcript:
www.360precision.com/_viktor_email.png
You can clearly see that you did not send 10 emails. Every email we either receive or send is stored and archived in three locations. The main storage for all emails is the 360Precision Dayilte database, emails are also stored in Apple mail for 2-3 months then purged. We also keep a secure online copy of all emails sent and received. Below is a screen-shot showing emails from a certain panoguide customer dating back to early 2005.
www.360precision.com/_viktor_email_2.png
I also asked you to NOT send emails to the orders@ email address as this is not monitored but only used as a no-reply address for automated system emails. BUT you still kept sending emails to that account, WHY ?
As for our replies I'm not sure how much information we can give you other than answering the questions you asked.
As for your other post if you want someone to contact you then why make it so difficult ? I did try and look you up in our database using your username along with the fact that you seemed to be in Norway. Problem is I had no name and you're actually in Poland.
I think it's extremely rude dealing with these types of issues in public and it is infact no one else's business so I didn't reply via the forum. I have no obligation to reply to any requests for communication outside of the official 360Precision channels. If you don't like that then tough. It's funny that thousands of other people don't have any issues.
I won't comment on the other two links you posted as I've wasted enough time on those in the past. Any smart customer can see through the BS anyway.
Anyway I have nice customers to deal with and customers that appreciate the effort we put in.
As per my reply to the panotools list I will not be replying to any questions relating to 360Precision orders or customer complaints outside the above official channels. You guys can go to town and complain on here all you want but you won't be heard. If you spent more then 2 minutes trying to contact us none of these issues would arise.
This is simply not the place for such nonsense and is both rude and unnecessary. In fact all it does is slow down the delivery of the product you're complaining about. In fact I think I ran out of time to post your Atome today as I've just wasted two hours composing this stupid reply.
Matt
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