Alien Bees Customer Service...

Paul Wood47470 · Feb 12, 2003

... is incredible!

I got a unit with some missing screws that I didn't notice until several weeks after I bought it. When I noticed that the unit was separating, I emailed Alien Bees and asked what I could do to repair it.

They immediately apologized profusely, and a brand new unit arrived 2 days later.

This is the type of company I like doing business with.

babybella · Feb 12, 2003

I am not going to go into detail of my problem..but they went above and beyond for me too. I would highly recomend them also.

.

--

http://www.pbase.com/photosbyamy

Brent Burzycki · Feb 12, 2003

Why we customers put up with the BS that most companies put out is beyond me.....I know my customers would not put up with customer service that sucked - why other companies have not figure out that the problem in not that it is broken - It is that you fix it quickely and make the customer happy that is the big deal..

JohnM31499 · Feb 12, 2003

Paul Wood said:
... is incredible!

I got a unit with some missing screws that I didn't notice until
several weeks after I bought it. When I noticed that the unit was
separating, I emailed Alien Bees and asked what I could do to
repair it.

They immediately apologized profusely, and a brand new unit arrived
2 days later.

This is the type of company I like doing business with.

Alcineia · Feb 12, 2003

I am happy too with them.

JohnM said:
Paul Wood said:

... is incredible!

I got a unit with some missing screws that I didn't notice until
several weeks after I bought it. When I noticed that the unit was
separating, I emailed Alien Bees and asked what I could do to
repair it.

They immediately apologized profusely, and a brand new unit arrived
2 days later.

This is the type of company I like doing business with.

Click to expand...

--
Alcineia Frank
http://www2.photosig.com/userphotos.php?id=665
D100 Nikon 28-105 F3.5
Nikon AFS 80-200 F2.8
Olympus C3000Z

Michael Olsen48941 · Feb 12, 2003

My new Bee was not working on the remote trigger, so they are sending me a new one and will have UPS pick up my old one.

Great!!
Michael

Ronald Gadrim · Feb 12, 2003

I was missing a cable when my bees came. The had it too me in two days. Then one of my stobe holders split and they send me a new one the next day. I love the service.
Ron

koalafarm140687 · Feb 12, 2003

I have also had great experiences with them.
Very professional and very friendly!

Ronald Gadrim said:
I was missing a cable when my bees came. The had it too me in two
days. Then one of my stobe holders split and they send me a new one
the next day. I love the service.
Ron

--
The more things change, the more things change

Alcineia · Feb 12, 2003

is good to know when you buy a product that many people had the same experience.

koalafarm said:
Ronald Gadrim said:

I was missing a cable when my bees came. The had it too me in two
days. Then one of my stobe holders split and they send me a new one
the next day. I love the service.
Ron

Click to expand...

--
The more things change, the more things change

--
Alcineia Frank
http://www2.photosig.com/userphotos.php?id=665
D100 Nikon 28-105 F3.5
Nikon AFS 80-200 F2.8
Olympus C3000Z

nboyer · Feb 13, 2003

Just wanted to add to the praises for AlienBees. I ordered a second AB400 and there was a problem with the slider bar that adjusts the power level of the strobe light. I called Lori and not only was she so pleasant to to talk with, but she said that she would ship out a replacement and that I should have it in a couple days. She also arranged for a pickup of the defective unit. Now that's great customer service. Wish all retailers could be that way. -Norm

Paul Wood said:
... is incredible!

I got a unit with some missing screws that I didn't notice until
several weeks after I bought it. When I noticed that the unit was
separating, I emailed Alien Bees and asked what I could do to
repair it.

They immediately apologized profusely, and a brand new unit arrived
2 days later.

This is the type of company I like doing business with.

Peter Weitzner · Feb 16, 2003

The problem is that if I only knew AB's from this thread, I'd think they had a serious quality control problem from the outset, insuring much practice in the art of customer service.

Peter

nboyer said:
Paul Wood said:

... is incredible!

I got a unit with some missing screws that I didn't notice until
several weeks after I bought it. When I noticed that the unit was
separating, I emailed Alien Bees and asked what I could do to
repair it.

They immediately apologized profusely, and a brand new unit arrived
2 days later.

This is the type of company I like doing business with.

Click to expand...

Brent Burzycki · Feb 16, 2003

They sell a ton of lights and out of hundreds of sales there are a few with problems that they have taken care of promptly..

Glass half full or half empty - you decide..

LorenDJones · Feb 16, 2003

I'd side with you. I think they've sold a ton of Bees. I have three and am about to order another. To date I've had NO problems with any of them. I did have minor problem with couterweight that got damaged in shipping and they immediately took care of it for me, no questions asked.

This is consistent with all the White Lightning stories of heard, as well, from friends who've been using them in large volume studios and absolutely swear by Paul Buff's quality and customer service.

-Loren

Brent Burzycki said:
They sell a ton of lights and out of hundreds of sales there are a
few with problems that they have taken care of promptly..

Glass half full or half empty - you decide..

JohnM31499 · Feb 16, 2003

a very noisy fan. They delivered a new one two days later & payed for all the shipping.

-John

Brent Burzycki · Feb 16, 2003

I guess I will call them about the noisy fan I have on mine..

JohnM said:
a very noisy fan. They delivered a new one two days later & payed
for all the shipping.

-John

Kevin Nisen · Feb 16, 2003

I received a PC cable with a 1/4" plug instead of 1/8".
It was rapidly replaced. Good deal!

kevin
--
Film? You mean like on my teeth in the morning?

http://www.pbase.com/propstrike/first_six_months

Lina · Feb 19, 2003

Paul,

I am looking at buying one light from them Did you buy it directly from their web site? Was it good? Which light would you recommend for a newbie to lighting?

Lina

Paul Wood said:
... is incredible!

I got a unit with some missing screws that I didn't notice until
several weeks after I bought it. When I noticed that the unit was
separating, I emailed Alien Bees and asked what I could do to
repair it.

They immediately apologized profusely, and a brand new unit arrived
2 days later.

This is the type of company I like doing business with.

Paldo · Feb 19, 2003

I called AB customer service the other day about my order. The lady on the other end sound sexy as hell.. I would pay her $2.99 a minutes just to keep her on the phone..

creative edge · Feb 19, 2003

I have posted before on the excellent customer service...
but here it goes again....
I've been using White Lightnings commercially for about 10
years (on location and studio) and they have never failed me...
About 5 years ago one of my ZAP1000 units started to flash
intermittently,,,,I called them...sent it in...
Unit was out of warranty,,,but still ,,,it was fixed and at no charge...
I have a total of 7 white lightnings and they have gotten a lot of
use during the last 10 years and they are still going strong...
excellent company...
best wishes,
Michael

--
http://www.creativeedgephoto.com/Dreams/Dreams.html
http://www.creativeedgephoto.com

Will Perlis · Feb 19, 2003

you would be making a mistake in forming any particular judgement about the basic quality of the units. It's about "Customer Service", not reliability.

In general tho', people are vastly more likely to post about problems with gear than they are to write about stuff that just works the way it's supposed to. What's the stats about complaints in general? Something like "People tell ten other people about problems for every one they tell about good experiences". It's something like that.

TBH, some casual surfing on the 'net would give an alien observer the idea that absolutely nothing works even reasonably well.

I look for patterns of complaints and praise, individual and idiosyncratic ones don't mean much IMX.

Peter Weitzner said:
Peter

nboyer said:

Paul Wood said:

... is incredible!

I got a unit with some missing screws that I didn't notice until
several weeks after I bought it. When I noticed that the unit was
separating, I emailed Alien Bees and asked what I could do to
repair it.

They immediately apologized profusely, and a brand new unit arrived
2 days later.

This is the type of company I like doing business with.

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Click to expand...

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