I bought a Cullmann tripod in June. I have been very happy with it. It isn't quite a Gitzo but I feel like I got more than my moneys worth and a solid piece of equipment. About three weeks ago I noticed a little pin broken in the leg lock mechanism. The only internet address I could find for Cullmann was all in German and no help to me. I did a Google for parts and found a guy with a 27 year old Cullmann tripod that he broke. He sent them a message on an english site regarding his problem and they sent him an exploded parts diagram and told him to select what parts he needed and they would send them for free! There was a similar incident with a guy and his 20 year old tripod on the same site.
So I found the English site and sent them a message just asking about the broken pin. They had two pins in the mail from Germany for free before they even responded to my message. I received them today and everything is good to go. I kinda feel like a salesman right now pushing this company but I am just not used to great customer service like this.
Now if only I could get Sigma to fix my loose aperture blade this easily.
Posted by Larry Fischer on October 29, 2010 at 7:29 AM
This is the kind of story that wasn't a story as few as 30 years ago. Everyone would do as they would want to have done. Yea, it may not have been as 'profitable' but it sure made for less stress in society. Our modernity comes at a price.
the fisch
Posted by Tom Kennon on October 29, 2010 at 9:07 AM
Great story, Matt. This is why more than a few mortar and brick establishments have gone out of business and there are more to come. I had a similar incident trying to find a part for a pump locally. I went to two local parts houses and had to deal with disinterested clerks that had zero knowledge. I wasted several hours and then gave up and went to an internet site that had all the parts, called them talked to a very helpful friendly salesperson and they shipped my parts overnight Fedex for no additional charge.
I recently attended a seminar where a speaker addressed this very issue and he related stories like Blockbuster, a business that has come into existence in the last 20 years that is now basically gone. They did not adapt to the modern internet market. There are still success stories such as Best Buy that are thriving and will continue as long as they are in tune with the market.
How many of us use places like B& H, another example of good pricing and great service.
I personally I am glad to see the advance in technology and look forward to more. These are exciting times.
Posted by Bill Dark on October 29, 2010 at 3:26 PM
Discussion
3 repliesSo I found the English site and sent them a message just asking about the broken pin. They had two pins in the mail from Germany for free before they even responded to my message. I received them today and everything is good to go. I kinda feel like a salesman right now pushing this company but I am just not used to great customer service like this.
Now if only I could get Sigma to fix my loose aperture blade this easily.
the fisch
I recently attended a seminar where a speaker addressed this very issue and he related stories like Blockbuster, a business that has come into existence in the last 20 years that is now basically gone. They did not adapt to the modern internet market. There are still success stories such as Best Buy that are thriving and will continue as long as they are in tune with the market.
How many of us use places like B& H, another example of good pricing and great service.
I personally I am glad to see the advance in technology and look forward to more. These are exciting times.