OmarioK
Posts: 1
Location:
Registered: 23 May 2011
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Vilmer
Posts: 451
Location: Argentina
Registered: 23 May 2007
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Re: Be warned before buying from 360precision
Posted: 23 May 2011 at 15:13 GMT
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Terry Montague
Posts: 342
Location: Boise Idaho, United States
Registered: 31 Oct 2008
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Re: Be warned before buying from 360precision
Posted: 23 May 2011 at 16:31 GMT
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Did you bring enough popcorn for everyone Vilmer?
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spiritburner
Posts: 39
Location: Olivella, Spain
Registered: 3 Jun 2010
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Re: Be warned before buying from 360precision
Posted: 23 May 2011 at 17:25 GMT
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sorry to hear that, i have had no problems with Matthew Rogers at 360 Precision, suggest you try and contact him directly at Facebook Matthew Rogers 360 Precision.
Neil
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Vilmer
Posts: 451
Location: Argentina
Registered: 23 May 2007
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Re: Be warned before buying from 360precision
Posted: 23 May 2011 at 17:29 GMT
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Working on a nice cheese plate now Terry, but it seems people are not that hungry today 
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Terry Montague
Posts: 342
Location: Boise Idaho, United States
Registered: 31 Oct 2008
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Re: Be warned before buying from 360precision
Posted: 23 May 2011 at 17:32 GMT
updated: 23 May 2011 at 17:34 GMT
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I think they might have seen this movie one to many times. 
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Sid
Posts: 97
Location: Athens, Greece
Registered: 4 Nov 2009
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Re: Be warned before buying from 360precision
Posted: 24 May 2011 at 7:10 GMT
updated: 24 May 2011 at 7:11 GMT
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Did you follow the instructions on the site to get in contact with them?
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Matthew Rogers
[360 Precision]
Posts: 283
Location: Oxford, United Kingdom
Registered: 16 Jun 2005
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Matthew Rogers
[360 Precision]
Posts: 283
Location: Oxford, United Kingdom
Registered: 16 Jun 2005
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Re: Be warned before buying from 360precision
Posted: 3 Jun 2011 at 10:20 GMT
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The simple fact is your issue was answered within 3 HOURS once you actually used the support system. If you'd registered for the support like we ask multiple times throughout the order processes you would not be complaining. You seem to have spent MORE TIME posting these slanderous threads then you spent trying to register at the support forum.
What I also don't understand is your initial contact with 360Precision was on Mon, 4/18/11 01:15:08 via the online chat. You then spoke to us again on Wed, 4/27/11 09:41:41 via the online chat. I can see from my online history and your emails/enquiries that I was available via the online chat each time you either emailed of submitted an enquiry via the website.
What I don't understand is why you then made NO attempt to use the online chat OR register with the support system. Each email you sent generated an auto reply asking you to use the online support desk. We also have a NOTE at the top of the enquiry form asking customers to use the online support desk. You seem to have ignore almost a dozen direct requests to use the online support desk ?
WHY?
I just want to know WHY ?
All customers have FOUR opportunities to read about the support system:
You can read all the content the customers have access to here:
1. Terms and Conditions: www.360precision.com/360/order/dsp_tandcs.cfm
2. Order thank you: www.360precision.com/360/rd/order/
3. Support Email: www.360precision.com/360/support/dsp_support_emai...
4. www.360precision.com/360/rd/support/
After reading the above if a customer emails us and we don't reply they have no one to blame but themselves. I don't like being blunt but we DO NOT OFFER SUPPORT VIA EMAIL, it really is as simple as that.
Email is an extremely unreliable form of communication for supplying support to a large number of customers. Maybe as a photographer with a handful of customers it's manageable. When you're supporting thousands of customers email DOES NOT WORK.
Our online chat also allows us to turn a chat into a support ticket at the click of the button. These two systems tie in extremely well and supply out customers with a complete support infrastructure.
It's also baffling as we're available for much longer hours than our competitors. I'm personally available on the chat and support system Mon-Fri from 6-8am to 6pm, Sat 6am-12pm and most days I'm also online up to midnight each night. If I have 3G access I'll also be logged into the live chat and receive instant notifications on my iPhone/iPad via the online support system.
The other difference is our support is provided by the OWNERS of the company, not some random volunteers.
Matt
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mediavets
Posts: 1980
Location: Isleham, Cambs., United Kingdom
Registered: 8 Feb 2008
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mr vr
Posts: 99
Location: Ireland
Registered: 18 Sep 2008
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Re: Be warned before buying from 360precision
Posted: 3 Jun 2011 at 14:01 GMT
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Matthew Rogers said: Email is an extremely unreliable form of communication for supplying support to a large number of customers. Maybe as a photographer with a handful of customers it's manageable. When you're supporting thousands of customers email DOES NOT WORK.
I have never heard so much rubbish in my life.
There are hundreds, if not thousands of companies out there with customer bases FAR bigger than yours that use email very successfully.
Once again we have a disgruntled customer with THE SAME issue as others before him, and Matthew Rogers fails to see that there is a problem.
Outstanding work yet again, with every reply you give you must be turning away more and more potential customers with your arrogant and down right crazy responses to complaints.
With the amounts you charge for your pano heads, why not get another person in to deal with some customer service? As this is clearly where your weaknesses lie.
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Vladimer
Posts: 30
Location:
Registered: 30 Jun 2010
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Re: Be warned before buying from 360precision
Posted: 3 Jun 2011 at 17:25 GMT
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I don't really see what the issue is besides people expecting everything while not reading anything.
A company can choose whatever means they would like for communication with there customers. If 360precision wants to use live chat and CLEARLY outlines that in all those places. The step is even BOLDED where as the other steps are not, its pretty hard to blame the company for individuals not reading.
For the thousands that use email as there CS tool, there are all also thousands that do not. Nearly every automated e-mail you receive from any company always states that you should not be replying to this e-mail as its being sent by an automated tool and the inbox is not monitored. They then give you the e-mail or method on how to reach them for further support.
Exactly what 360 Precision has done in this case. It is there choice on how to help there customer base and if that is clearly outlined in numerous locations then there really is no excuse for spreading false information about a company.
For the record I have never bought anything from these guys but definitely don't agree with people slandering a company's name just because they did not follow instructions.
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Johnday1
Posts: 1
Location: Melbourne ww, Australia
Registered: 12 Jun 2011
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Re: Be warned before buying from 360precision
Posted: 12 Jun 2011 at 6:45 GMT
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For the record, I own three 360 Precision heads, and they are the best..., period! The engineering and construction of the gear is amazing. Definitely worth owning.
Obviously, I wouldn't be a repeat customer if the company didn't deliver as promised.
You can really trust these guys. (..., and Matthew and Stewart are both accomplished panographers...).
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Tactus 360
Posts: 1245
Location: Tynset, Norway
Registered: 2 Sep 2010
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Re: Be warned before buying from 360precision
Posted: 12 Jun 2011 at 6:49 GMT
updated: 12 Jun 2011 at 6:51 GMT
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Well said John
What has amused me in the past is the number of people jumping onto these popular Matt-bashing threads who have never had dealings with him, or who have never purchased one of his products. The reason for that I will never fathom.
I have only one, which I bought secondhand Adjuste and would not use anything else for manual 360s. Not only that, but I had the temerity to ask Matthew not only for the camera settings, but also to send me the pin for a Nikon setup.
He responded immediately and even Fed Ex-ed me a selection of pins at no cost to myself.
Er . . . It is an even higher level of customer service when the guy you are dealing with wasn't even a customer.
Jon
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GlamourBomb
Posts: 32
Location: United States
Registered: 27 Dec 2010
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Re: Be warned before buying from 360precision
Posted: 17 Jun 2011 at 3:10 GMT
updated: 17 Jun 2011 at 3:34 GMT
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I'd like to offer my personal experience with this company.
I ordered an Atome last fall. Maybe because they were in stock or maybe because it wasn't a custom order but whatever the reason it was delivered to the California from the UK within a week. I thought that was pretty damn quick IMHO.
Shortly upon receiving the item, I had an issue on how to correctly mount the Atome to my lens so I contacted customer support via the website. I received an answer within 12 hours.
A few weeks ago my pano head had a malfunction which I believe can be attributed to mistreatment from TSA while traveling. Once again I contacted customer support via the website. I received an answer within 8 hours and a some necessary replacement parts within 2 weeks. I might add here that the Atome is pretty well crafted and while I have no basis of comparison, I think it's a great pano head.
Communicating with Matt is succinct. He's not exactly warm and fuzzy but then again, I don't need a kiss-ass. What I want and what I get are clear answers that I can work with. Overall I'm satisfied with both his product and his customer service.
I run my own business and would never tolerate engaging in flame wars with anybody in a public space be it digital or otherwise. It's just foolhardy and results in bad feelings.
I also think going through Facebook is a bad idea. Personally, I get so much spam from friends in bands that I rarely check FB for messages. But maybe that's just me. Furthermore, it's a frikkin' social network, not to be mistaken for a bonafide customer service center.
As a consultant, I work closely with many tech companies and start-ups. I can tell you from first hand experience that the reason they have procedures in place to deal with complaints and returns is so that they can track issues, monitor inventory, set up repair tickets, RMAs, etc. It's basically just good record keeping.
I'm not trying to defend Matt. I'm just saying what my experience has been positive so far.
While I too have been burned after purchasing big ticket items from crappy businesses and service providers I understand the desire to lodge complaints in a forum like this to alert the community. But I also feel there's got to be a better way to mediate issues like this.
I hope you guys can work it out. If it were me, I'd start by filing a support request here: 360precision.com/360/index.cfm?precision=support.process
(Be sure to cut and paste the entire above referenced link as this forum truncates links and thereby kills'em faster than Domokun can kill a kitten.
Good luck and let us know how it "pans" out. (Sorry, I couldn't resist throwing that in!)
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