So last October, myself and my business partner were looking to replace our DJI Ronin gimbal, we’d decided we would get something lighter, that would work well with our GH4, we were looking at the Ronin M but also at alternatives, and that’s when we found the Moza Lite, it seemed like a great deal, you got a monitor, a thumb controller, a case, all for less than the Ronin, so we went for it, and now, 5 months later, after finally receiving our refund, I can safely say, it’s the worst decision we’ve ever made since starting the business.
We knew buying something from abroad was a risk, but we bought it through a company who we had used in the past and 100% trusted. Delivery took a couple of weeks, but that was expected, it all looked good when it arrived, pretty well built and easy to assemble. But that’s when the issues started, I mounted the camera and did some test walks/runs, and then watched the footage back and noticed a clear wobble, which would make footage totally unusable. I messaged Moza, they didn’t reply, ( I had emailed them with some questions prior to buying it, and not surprisingly, they replied straight away then) I emailed again a couple of weeks later asking for a response, and sent a video showing the issue, still no reply, then I got a message on facebook from someone who works for Moza, apparently that is the best way to communicate with them, how professional.
So he seemed helpful, although it seemed like he was just telling me what he tells anyone with an issue, not necessarily specifically trying to help with my issue. Then they told me to ask the supplier for a replacement, which they sorted, and I had to send it back to Moza in China (I’m in the UK) they said they would offer me $50 compensation for the postage, even though it cost $99 to send, they wouldn’t budge on that offer so I just sent it, anything to get a working gimbal, it had been over a month now.
So I sent it, and once I had sent the tracking info, they eventually (after many messages) sent me the replacement. By the time I’d received the replacement and managed to find time to test it, it was January, I was still getting a similar issue, not as bad but still not totally smooth, I messaged them, and send them video samples, and after a week of waiting I still had no reply, So I said I would share the video of it not working in forums and on social media to see if anyone else could help, and surprise surprise, they replied straight away, telling me to speak to another person on Facebook. And then suddenly I had to email different people, and was dealing with 3 separate people at the same time, all of who didn’t seem to talk to each other and were telling me different things, none of which helped the issue. One person was sending me advice on how to solve the issue, another was sending me details of where to send it back to, it was a shambles.
I, for obvious reasons, decided to get a full refund and send the gimbal back, this led to even more shocking customer service, the policy of offering $50 for shipping suddenly didn’t exist, so I had to argue the case to even be offered that for my return shipping. The next thing was them asking me to put the value of the gimbal down as $200 on the shipping, even though it was worth just over $1200, I assume it was to keep their costs down on the other end.
1 of February I sent it, and didn’t hear a thing from them until the 22. They emailed myself and the supplier on the 26 saying they had given him the refund, and asked him to pay me. I spoke to him separately and he said they had given only given him a partial refund, but he would give me the full refund as he felt bad for how much hassle I had gone through. He works for Supamods, who are a fantastic company and so easy to deal with.
So, don’t buy a Moza, spend a little more and get a Ronin M, which we have now done, and I really wish we had done 5 months ago. The customer serviced I received about the Ronin was amazing, the customer service for the Moza was by far the worst I’ve ever received.
