• Blackmagic Design

  Luke – please contact me! Blackmagic support problem

  Posted by Harry on January 9, 2006 at 7:21 pm

  I was advised elsewhere on this board to contact you, Luke, about a customer service problem I’m having with Blackmagic. I’m assuming that you work for Blackmagic, but perhaps I’m wrong.

  Anyway …

  I was sent the wrong cable with my new Decklink HD Pro card. I have been having considerable difficulties getting it replaced without a great deal of hoopla and inconvience to me. I emailed tech support and was, after a week or so, told to fill out an RMA form and send the “wrong” cable back, and then I would be sent the correct cable. I politely requested that, since this was clearly their fault, and an inexpensive seeming item, they might simply send me a replacement cable. But no.

  Here is an extract from the reply I received:

  “You decided to do things out of the ordinary – purchase from a
  location that signed on just
  to supply you with no interest selling our product
  or learning our
  procedures, direct contact to our HQ in Australia
  instead of through our US
  operations and email versus fax for returns.
  Sometimes procedures are in
  place because they work best.”

  Luke, I ordered the card through Manco, a well established Mac dealer in the SF Valley here in LA who just became a dealer. I contacted support in Autralia because that’s where my email was sent. I didn’t know whether support was in Autralia or the planet Pluto.

  Please do tell me if you think this is an appropriate tone for this person to take with me? Jeez – I’m a new customer for f** sake!

  I have now twice asked tech support to give me a phone number or email address for the CEO or chairman of Blackmagic in Australia so that I can take this up to a higher level. Strangely, this request has been ignored. Perhaps you would be good enough to supply me with this information?

  With thanks,

  Cordially,

  Harry Bromley-Davenport

  My telephone number is 323 851 2942.

  PS. If you are not a representative of Blackmagic, please accept my apologies.

  Harry replied 20 years, 4 months ago 1 Member · 0 Replies
• 0 Replies

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