Bad service from Really Right Stuff... Normal?

I suspect that their manufacturer slipped the date on them, or that there was an ordering foul up. They're a small company, stuff happens. The gear is top notch and well worth any small delivery issue. IMHO.
--
-Steve
===================

Dodging and burning are steps to take care of mistakes God made in establishing tonal relationships. Ansel Adams

And with Kirk, as well.
--
Radu
http://www.pbase.com/raduray

yatesd said:

That being said, your story leaves out too many details. How long
have you been waiting? When did you call? How many times did this
occur? I can't tell if you are actually being treated like dirt, or
whether you have unrealistic expectations.

Click to expand...

I waited for two weeks, then called several times over the next four weeks. I've been promised shipping dates three calls, each a week apart.

I thought I was being patient. The items are now three weeks late and do not appear to have been shipped. I want to be reasonable, and I do understand that these things happen. What I'm after is feedback on this forum - is this an unusual event for them (I'd be patient) or is this business as usual (I'd cancel the order).

Thanks for the feedback, everyone...

--
Ken Elliott
Equipment in profile.

kruger said:

Ken, why you wracking your brains out over an over priced inferior
collar ? You could have a much better thought out design for less
money in two days via fedex.

Click to expand...

Who's design are you referring to? Kirk's design creates a problem since it prevents the lens hood from being reversed, and I'm limited for space in my case. I liked RRS's design for the 80-400 uses the same foot for the 70-200. I'm expecting that will allow for faster lens changes with fewer parts. But I'm open to other ideas.

kruger said:

I would laugh if they already charged your card.

Click to expand...

Taking pleasure in my pain? Interesting....

--
Ken Elliott
Equipment in profile.

Alchin said:

Bill you are some tough cookie. For one you can't get their stuff
on Ebay.
Plus the Guy or Girl taking your order probably need the job.
Everyone is not a 100% every day or a foul up may not be their
fault. Taking orders from folks like you and me is quite a
challenge. How would you like it if someone loose their job
because you did not get your toy. Lets have fun and cut the other
Guy some slack.

Click to expand...

Well it isn't right for a store to tell you one thing one day and another thing another day. I have been in retail sales for years and that is not the way to treat customers. No I wouldn't feel bad if someone lost there job because they are not doing there job so why have them? In this day there is no reason for this to happen with computers and all, 10 years ago yes, But not today. The salesperson is working for you...

Alchin said:

Bill Karadimos said:

MasterOfGoingFaster said:

I've been getting really bad service from Really Right Stuff. They
keep lying to me about product availability, shipping dates, etc.
I'm quite bothered by this, and I am at the point of canceling my
order and switching to Kirk.

Is this normal for RRS, or are they just in a temporary bind?

Is Kirk any better?

How is the product qualtily/support/functionality between the two?
I'm getting a camera L bracket for my D200, replacement foot for
my 70-200 VR and replacement collar for my 80-400 VR. Actually,
the Kirk L bracket looks better, but I don't like their 80-400
collar as much.

Anyone have thoughts concerning this?

--
Ken Elliott
Equipment in profile.

Click to expand...

No matter what kind of service others have had if they did that to
me I would stop the order right away. They always say the first
impression is the lasting impression. Stop order and move on, That
is what I would do. If you are set on a RRS look at other online
shops or eBay. But why give them any money?
jmo
--
Life is not a journey to the grave with the intention of arriving
safely in a pretty and well preserved body, but rather to skid in
broadside, thoroughly used up, totally worn out, and loudly
proclaiming - ' Wow! What a ride!'

Click to expand...

Click to expand...

--

Life is not a journey to the grave with the intention of arriving safely in a pretty and well preserved body, but rather to skid in broadside, thoroughly used up, totally worn out, and loudly proclaiming - ' Wow! What a ride!'

Over the last 6 months I have purchased:

BH-55
BH-40
BH-25
PCL-1
LR-II & two other QR clamps I can't recall model numbers
2x D200 L plates (w & w/o grip)
Various tools
Foot for 70-200 VR

Aside from a couple of backorders that I was told about timely they have been pretty good so far.

Small company with a gangbuster product line. Wait or walk I guess...

--
Cheers.

...Please don't rub up against my glass...

My experience with RRS has been that they provide very good products and service. Yada

justahack said:

Over the last 6 months I have purchased:

BH-55
BH-40
BH-25
PCL-1
LR-II & two other QR clamps I can't recall model numbers
2x D200 L plates (w & w/o grip)
Various tools
Foot for 70-200 VR

Aside from a couple of backorders that I was told about timely they
have been pretty good so far.

Small company with a gangbuster product line. Wait or walk I guess...

--
Cheers.

...Please don't rub up against my glass...

Click to expand...

You're joking, right? All that's happening is that they don't update their website every day. Who the heck does? Why dream up some weird paranoid conspiracy theory when a simple explanation suffices?

--
I Reject Your Reality And Substitute My Own

Web Site - http://www.hgiersberg.com/

Ordered BH-55, 70-200 foot(LCF-10), B2-Pro this past Friday. Was told the LCF-10 was out of stock but would ship this coming Monday 4/23 so we will see. I wanted to buy a Gitzo 3530 from them but the RRS guy told me that a Gitzo shipping container was lost and they were short on Gitzo legs. I'll let you know if my stuff ships Monday.

JP

--
John M. Polston
Atlanta, GA

Another vote from me. Good communication, fast shipping. Very well made products!

Toermalijn:

I agree, and it was a "World-Renown" Professional Photographer that introduced me to the Kirk Site, and I have been thankful ever since.

--
BRJR....(My cameras & lenses are listed in my profile)

Hans Giersberg said:

You're joking, right? All that's happening is that they don't
update their website every day. Who the heck does? Why dream up
some weird paranoid conspiracy theory when a simple explanation
suffices?

Click to expand...

If you'll read more carefully, you'll see this was a telephone order.

--
Ken Elliott
Equipment in profile.

I've heard RRS has gotten better - years ago the owner was actually psychotic, IMHO. Didn't play well with others at all.

On the other hand, Kirk is nothing but professional and one of the finest company's I've delt with. It is a pleasure dealing with them, and their products are superb.

--
Edward
http://www.wildlightgallery.net
http://www.pbase.com/qwntm

I've been active here and an occasional RRS customer for 3 years. I own 3 RRS L brackets plus some plates and a clamp. This is the first complaint I recall seeing. Your experience is atypical, at least based on what is said here and elsewhere (do a search on RRS here and Nikonians and try to find complaints). Try to let this incident roll off your shoulders; it's very difficult to eliminate RRS from the pool simply because over the long run, their huge line of products is hard to ignore.

I think the Kirk collar is superior design and, although the RRS design allows you to share a foot, if you price out both sets you will see that the cost is close enough not to be an issue.

I tested my Kirk collar against the stock foot here:

http://www.pbase.com/nrothschild/kirk_300_f4_collar

From that I concluded that the Kirk collar is probably the most stable lens platform commonly available (Byrzinski (sp?) and a few others make two point platforms of some kind). I have never used an RRS replacement collar so I cannot say it is better or worse. I'm just a believer in two point suspension and wish I could get something like that for my other long lenses.

With that said, I have the 300/4 AFS Kirk collar. I don't have the hood reversal problem. If I had the 80-400VR, I would probably consider RRS, as much as I like the Kirk design. Tough problem. They have to work around the physical dimensions of each lens of course. Kirk's site says that the hood will not reverse WITHOUT EXTENDING THE LENS . I would research that. While storing a separate hood is problematic, at least for my own bags, if the lens only has to be extended an inch or two, I would go with the Kirk. You should call Kirk and get the precise length of the lens needed to reverse the hood.

For most plates, the two company's products are probably very comparable. Their flash bracket systems are very different, and there are some compatibility issues that should be considered if you plan on going in that direction. Ditto the RRS lever clamp, which I have and like.

--
Regards,
Neil

Always first class to me.
--
Francois

--
[email protected]

NRothschild said:

Your experience is atypical, at
least based on what is said here and elsewhere (do a search on RRS
here and Nikonians and try to find complaints). Try to let this
incident roll off your shoulders; it's very difficult to eliminate
RRS from the pool simply because over the long run, their huge line
of products is hard to ignore.

Click to expand...

I agree. Otherwise I would have simply given up on them.

NRothschild said:

I tested my Kirk collar against the stock foot here:

http://www.pbase.com/nrothschild/kirk_300_f4_collar

Click to expand...

Nice. Thanks for posting the test.

NRothschild said:

... Kirk's site says that the hood will not reverse WITHOUT
EXTENDING THE LENS . I would research that. While storing a
separate hood is problematic, at least for my own bags, if the lens
only has to be extended an inch or two, I would go with the Kirk.
You should call Kirk and get the precise length of the lens needed
to reverse the hood.

Click to expand...

Good advice, Neil. I'm planning to talk to RRS and get a manager on the phone. I hope this turns out to be a simple misunderstanding.

I'll give Kirk a call and check on the extension issue for the lens hood.

Thanks for your comments.

--
Ken Elliott
Equipment in profile.

Hans Giersberg said:

You're joking, right? All that's happening is that they don't
update their website every day. Who the heck does? Why dream up
some weird paranoid conspiracy theory when a simple explanation
suffices?

Click to expand...

For the fun of it. Is that what you're doing?

--
http://www.pbase.com/fjp
FJP, Software Developer

Ken,

I've dealt w both firms and have only the nicest things to say about each. There have only rarely been problems, but when one arose w RRS ( an equipment malfn after many many mos of use) I called and spoke to Joe Johnson - the current owner. He was courteous, prompt and extremely considerate. My experiences w RRS, Kirk and Wimberley too have introduced me to people who seem to sincerely care about their customer base.

--
Ira Skurnick
http://www.pbase.com/isk1

Kent Johnson said:

I have 2 L brackets and a ballhead from Kirk and a pano head from
RRS. I've found service to be equal in my experience. When I did
have occasion to call Kirk they went above and beyond. I have heard
(second hand) that RRS was a bit cocky but that was two owners ago.

Click to expand...

Here's a first hand report. The original owner was very opinionated and also extremely helpful. He would bend over backwards to help you out.

--
http://www.pbase.com/fjp
FJP, Software Developer