All too often we hear about negative experiences with the customer dis-service provided by businesses. I just had a really great experience and thought I would share it with you all.
My Acratech ballhead contains two small springs in the QR clamp that push it out when it is unscrewed. Over the weekend they were liberated while hiking in a local canyon, presumably by an aggressive juniper bent on making me contort my body in ways it was not meant to be contorted.
I got on the Acratech website to order new springs and was saddened to see that they don't sell them. One would have to spend $80.00 for an entire QR clamp assembly. I emailed Acratech and asked if there was any way at all to purchase the springs. In less than an hour I received an email from their customer service department stating that both springs were already in the mail at no charge to me!
This is the second time that the folks at Acratech have provided me with exceptional customer service. On top of that, their product rocks. Hands down, it's the single best ballhead I've ever used. You can bet that in a hundred years, when this one finally deserves to be retired, it will be replaced with another Acratech.
Bret, I couln't agree more. I have one of the first ones made and it still works perfectly even though I've abused it more than most people would even think of. Before I bought it, I called the company with some questions and they put me on the phone with the guy that actually started the company. Not many companies around today that you can do that.
I've never been accused of being easy on my gear. The Acratech is no exception. It has been beaten and banged into rock and trees, and it's never been cleaned. Works just as well today as it did the day I bought it.
Over the weekend they were liberated while hiking in a local canyon, presumably by an aggressive juniper bent on making me contort my body in ways it was not meant to be contorted.
No, it's your fault that I found and photographed that cottonwood. Had you not been so kind as to take your time removing the cactus spines I wouldn't have noticed that tree across the canyon!
Posted by Bill Chambers on April 24, 2007 at 10:28 AM
Always nice to hear such stories. There seems to be many such companies in the photo industry.
Discussion
5 repliesMy Acratech ballhead contains two small springs in the QR clamp that push it out when it is unscrewed. Over the weekend they were liberated while hiking in a local canyon, presumably by an aggressive juniper bent on making me contort my body in ways it was not meant to be contorted.
I got on the Acratech website to order new springs and was saddened to see that they don't sell them. One would have to spend $80.00 for an entire QR clamp assembly. I emailed Acratech and asked if there was any way at all to purchase the springs. In less than an hour I received an email from their customer service department stating that both springs were already in the mail at no charge to me!
This is the second time that the folks at Acratech have provided me with exceptional customer service. On top of that, their product rocks. Hands down, it's the single best ballhead I've ever used. You can bet that in a hundred years, when this one finally deserves to be retired, it will be replaced with another Acratech.
I knew somehow this was going to be my fault
Guy