-
Customer care issue
Ok, you guys. Now, we’ve been trying desperately to buy your Multibridge for how long? If we didn’t believe in your company and your product, we’d go elsewhere. There are others, in case you didn’t know.
I have asked about delivery for months. We bought our FCP in December and prepaid for a Multibridge ($2000). We realize that your supplier screwed up and you had a disaster on your hands and because many of us have had some type of major ship wreck or another, we all sympathized with you, but, we’ve been writing and asking and begging for info on the Multibridge and you don’t ever reply. There’s a whole bunch of us out here who still have major work in BetaSP and other formats that are not firewire or SDI. Besides, I’ve been making lease payments on that $2000 and I have every right to complain
SO that leads us to this morning, April 1st, 2005.
I put in a post that said that the Multibridge was shipping today. I followed it with a post that said “April Fools Day”. So, where did that post go?It seems like we can virtually beg for your product and get no response, which I translate as NO RESPECT. But, you are really quick to respond when someone plays a joke on you.
This will leave a negative image in my mind forever. Is this how you want your customers to think of you? I have seen numerous posts here from people building edit bays, racks, systems and such, who have asked very kindly about when the product will ship. In all fairness, I did receive a message from BMD that said that I should have just e-mailed BMD direct, which I did over 20 times with ABSOLUTELY NO RESPONSE.
It seems like you want to brag when you do good and hide your head in the sand when you aren’t doing so well. If you really want to offer first class customer service, start by posting an e-mail address that we can use to contact you directly, not an info@bmd type of thing.
When someone asks me about BMD, my reply will be “They’re great when things are going right but if they have a problem with a product, they will leave you in the dark for MONTHS while they deal with it behind closed doors.
I expect you’ll hide this post also. What you should do is try developing a more open relationship with your client base. If you think that your product is so good that you can mistreat your customers in any way whatsoever, you need a lesson in client/vendor relationships. Remember one thing: 100% of your income comes from us.
This is just like when a friend borrows money from you and falls deeper into hard times and can’t repay the debt. He then goes and hides instead of just calling and saying “I haven’t forgotten about you. I just can’t do it yet”. All we want is an occasional update that you’re working on it. Every two weeks would have been fine. After all, I never saw a notice on your website that said that the Mutibrige is on hold. You advertised it like it was good to go. Not acceptable.
To those BMD users that want to run to their side and say how great they are and how inexpensive the products are, none of that matters. What matters is that they hid from us when we really needed them. I called my dealer many times and was told “I haven’t heard a thing”.
If this letter is censored like my earlier post, it certainly proves something. Also, I would have written this note in a private e-mail if you would give us one.
I challenge you to respond to this letter in this open forum.
And, we’ll be by to see you all at NAB.
Steve Wargo
st***@******eo.com
480-345-2187 -
5 Replies
-
Hi Steve,
I will address each of your points below. Sorry about the ” , I dont know the commands to quotes.
“Ok, you guys. Now, we’ve been trying desperately to buy your Multibridge for how long? If we didn’t believe in your company and your product, we’d go elsewhere. There are others, in case you didn’t know.”
We really do appreciate the belief that our customers have in our company. It really motivates us in creating even better products. In such a competitive environment we always do our absolute best for our customers. I fully appreciate the frustration this has caused
-
Thank you very much, Matt. We just want to know that everything is coming along as fast as we know BMD wants it. After all, you have a lot more to gain from delivery of the product than each of us do.
Grant Petty has created a line of fantastic products at a price point that has brought several other companies to their knees. A great product at a fair price. What more could you ask for? You have a very loyal following and it needs to stay that way. The more people you have promoting your product, the less time and money you have to spend on doing the same. Our production company does not advertise. Our customers do it for us.
We are very anxiously looking forward to delivery of our Multibridge.
We plan to upgrade from an HD card to a HD-PRO card as soon as possible.See you at NAB!
As for the quotes, select the text you want to quote and hit the Q key. The instructions are posted at the top of the web page.
By the way, I am a forum leader on several other forums and people have been e-mailing me about the Multibridge with the same complaints. I just happen to be a bit more verbal than most politically correct or polite individuals.
Steve Wargo
-
Steve,
It was me that suggested your two posts should be removed as I think you will agree they were a cheap shot.
I’m not a moderator on this forum, but my location gave me a few hours headstart over most of the other readers.
Your next post, which Matt has answered is the way to show your beef – put some facts down and see what you get as a reply.Peter
-
I’ll have to agree with Peter. There is no need to take cheap shots at Blackmagic. The purpose of this forum is to HELP people with problems and share ideas, not to act like immature school children.
This is not the first time your posts have been removed – attacking people personally only shows you are unprofessional. Please leave this at the door in the future.
-
Please consider this a formal apology for the April Fools Day joke.
I get a lot of private e-mails from people who cannot post on the forum for one reason or another, be it their job, executive position or whatever. When I get enough of them, I speak up for them. So basically, I work as the messenger.
As for the Multibridge, why not scroll down and look for our inquiries and you’ll see that they are unanswered. If I would have gotten an answer at that time, it would have stopped there. Sometimes you have to light a fire under someone to get them to say ouch or to say anything at all. Being nice about it got us nowhere.
By the way, Dalen, I see that your COW profile is empty. What’s up with that?
Steve Wargo
Reply to this Discussion! Login or Sign Up