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AJA Support Rocks!
No question, just a comment. We have been struggling through troubleshooting and trying to repair a brand new FCP HD system, which most likely boils down to the fact that we got a lemon G5 from Apple– but, anyhow, in the process of trying to figure out the source of our problem, I have had numerous dealings with AJA Technical Support. I cannot thank them enough for their excellent help. Their support staff are extremely knowledgeable about the entire Panasonic – Apple – FCP HD workflow and setups (including detailed knowledge of XServe RAID setups and drivers!), they have responded immediately to my calls and questions and have been quick to offer a replacement board (even when it’s most likely not a Kona2 problem, but an Apple problem). I would not hesitate to buy another AJA product and would recommend them highly to any professional looking for not only professional equipment, but professional service and support for the product.
Thanks AJA and especially thanks to Steve in Technical Support. You guys are great.
Jennifer Isenhart
Wide Eye Productions -
5 Replies
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If only Apple, Sony and numerous other manufacturers would follow the same customer service model as AJA does then indeed our professional lives would be some much more pleasant.
Tony Salgado
Tony Salgado
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I cannot agree with you – although AJA is the #1 support company right now, all the companies you mention offer FREE support. Want abuse – buy an AVID product, and pay thousands for “customer assurance”, while getting “newbies” to answer (or not answer) your questions. As AJA grows as a company, and a “consultant” says to them “may I suggest that you charge $2000 per year per AJA product for support” – is the day that I stop using AJA products.
Many people on this list are unaware of the fact, that if you own an AVID product, and don’t PAY for support – you ain’t gonna talk to no one on the phone from AVID. And I don’t mean $39 bucks.
Bob Zelin
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Bob,
The same level of abuse you can expect from Avid is available for free from Sony.
Just try dealing with the service depot staff ( I am not referring to the engineers).Apple charges for support after the initial 90 days for FCP and based on my dealing with them their newbie staff help I consider their help worthless considering the lack of experience when dealing with interfacing issues between non apple products (which they advertise on their website) and their hardware and software.
Tony Salgado
Tony Salgado
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[Bob Zelin] “buy an AVID product, and pay thousands for “customer assurance”, while getting “newbies” to answer (or not answer) your questions. “
Bob,
this is also AppleCare for Pro Video, you pay $999.00 for one year of “Pro Video” Support < and boy, do I say that lightly>
Just so you can get some Jr high caliber AV guy to tell you to completely reinstall the OS and the Apps and then call him back.
When in reality all the caller needed to do was change the video out settings to “play all frames” (true story)There are rumblings that the PCIx Machines will not be EOL’d until closer to, or at macworld,- no confirmation of course- but interesting, this is the same thing Apple did when starting to ship the OSX only machines- the older OS9 ones were kept on the roster for a while to clear out the supply chain and keep certain customers happy.
Gary Adcock
Studio37
HD and Film Consultation
Chicago, IL USA -
I agree wholeheartedly with these comments. Aja tech. support is very good. I truly hope that Bob Z’s “consultant” scenario does not ever come about.
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