Complaint: [redacted] I am rejecting this response because: as the seller has stated, I did send them video of the gimbal during the tech support phase of things. This was before it was sent back the second time. Although frustrating, I was fine with sending pictures of the computer screen as well as the gimbal and letting them see all the settings and how it was reacting. I still have the videos and pictures that I sent them. It is worth noting that after seeing this video of their "perfect working order" gimbal, they were the ones that suggested that I send it back to them. I never sent a video where it was in working order as they stated.I'm also not sure why the seller is assuming that I was the one that messed up the settings some how. The unit didn't work when it got to me even before I plugged it into the computer. And when I did plug it into the computer, I was emailing the seller the whole entire time and doing what they were telling me to do. I am not computer illiterate and did not just go into the settings and start clicking check boxes until something happened. That was the reason I contacted the seller. I knew that this was what they were good at, so I sought their advice through the emails. I will propose that a possible solution to the setting being unchecked was the new firmware that they asked me to download. Perhaps it's default is set to off, I don't know, but I know that I didn't click on things that they did not tell me to click. Even if this is the case with the firmware, it still doesn't change the fact that it was not working before or after I sent it back.I also just looked back at some dates for emails. I sent an email on Oct. 9th saying that the gimbal should arrive at their office on the 10th. To give them the benefit of the doubt, even if they got it on the 13th, it took the seller till the 29th to ship the unit back. I asked them on the 14th if they received my unit and they responded, "Yes we just received your unit, we are going to begin work on it this week and will have it shipped back to you as soon as possible." For a repair job, this amount of time is manageable, but if it truly as the seller says, that is a long time to check one box. If not for the previously delays I would have no issue with this, but the seller has given me misinformation so many times now, that I am unsure if I should believe them when they tell me that the cause for all my gimbal woes is my own fault.So again, I would like to ask the seller for a refund on my purchased unit. If it is truly as they say it is, and the gimbal is in perfect working order, they should have no problem reselling it and breaking even all things considering. I feel they are risking a greater loss by way of future costumers who might read this review, than they would by giving me a refund on this unit. There is only one outcome that I am able and willing to accept.All these things that I am writing, I do so painfully and begrudgingly. I have no intention of slander or putting bad reviews out of spite of their person or company. Again, I'm sure they have plenty of satisfied costumers, but I am not one. Between never having an actual opportunity to make good on the seller's "return period", due to shipping and repairs, a unit that is not working for me, and the run around I received while waiting on it to arrive, I will never be one. Regards, [redacted]
Business Response to a Complaint
Complaint ID#:
***
Company Name:
DSLR Media LLC
Company Contact:
Company Phone:
Company Email:
***
Person Who Sent the Complaint:
*** *** ***
Staff Member:
Response:
To whom it may concern: Unfortunately, at this time we can no longer offer a return, because of two reasons: 1.The unit has passed its return period2.The unit is in the customer’s possession and is in working orderThe customer stated that he received his unit as described and added that it was also very impressiveSee the customers review below: [From: *** ***] [Date:08/15/6:PM (GMT-05:00)] “Hi, guys I received my Ltoday, and everything seems really great with itI really love the case and the build of everything seems to be quite good, so I am impressedHowever, I ran into a problem with it once I tried to put my camera on itI have a Sony50ea, which has an ENG build to itIt had never crossed my mind that it wouldn't fit I inside the gimbal itself, but it just won'tI can put it inside, but it is far too forward heavy to balanceBecause you can shoulder mount the camera, the back end is so long that it leans forward, even with it as far back as possibleI will send you a picture of the camera itself if you likeWhen I ordered the L10, all I was thinking of was the weight limit, and I was stoked that there was one at this price point that could support my camera, and in terms of weight, it most certainly can! But like I said before, it is far too long in the back All this to say, it unfortunately will not work for my needs, unless you guys have other suggestions:( I am severely disappointedI was so excited to use it, and it is killing me that I can'tIf I send it back, shipping paid by me, is a refund available? Again, I am sorry for all the trouble, and I do hope that someone else will be able to use it insteadbest Regards, *** ***” We modified the customer’s unit so that his camera would fitThis process took some time, however we did this at no additional cost to the customer[From: ***] [Date: Fri, Aug 15, at 6:PM] “Hello ***, No problem at all, we can help you by extending the arms and allowing for a longer cameraIt is similar to using a fsIt won't take long at all, when ever you have a chance just ship it back and we will have the arms customized for youBest Regards, The LeveFly Team ***” [From: *** ***] [Date:08/15/8:PM (GMT-05:00)] “Now that would be great! Thank you so much! I was worried to death about thatDo you want me to ship the whole thing back to you, or would you prefer I just ship the part with all the motorsLike do you need all the batteries and what not? I'm super sorry for all thisIf I had thought about it I would have told you.” Then we received the unit for a second time after the customer wanted us to service itAfter inspecting the unit we found that it was in perfect working order other than a setting that was changed by the customerSo we inverted the setting and shipped it backWe also have received a video of the customers unit while powered on, and it is in perfect working orderWe supplied proper documentation on setup and how to make adjustments to the programAll of the complaints that this customer has mentioned are adjustments that can be changed and are discussed in the user manuals[From: *** ***] [Date: Wed, Nov 05, 3:pm] Hi guys, I have played around with the gimbal since receiving it, and although it was not doing what it was before, (moving up and down by itself) it is twisting and tilting while I am movingTypically I can get it to be for a few seconds, but once I start walking it begins turning on meEvery time I put the camera on, I feel like it is about as balanced as I can possibly get it[From: ***] [Wed, Nov 5, at 3:PM] Hello ***,- Have you tried at all connecting to the control board to adjust the settings? The LeveFly is controlled with a 32bit simplebgc control boardThousands of people are using this board to control their gimbalsIt's not our product that is not performing, it is the settings that may just need to be fine tunedWe would suggest connecting to the gui and increasing the power for each motorThere is also a very descriptive guide on how to change settings on the simplebgc website, to get the best performance from the unitPlease take some time to learn the controller, as it will make your performance much betterMost of the time we build the units and give it a quick tune, we don't bother fine tuning because every customer likes to have their unit operate differentlyThis is where is it important for the user to learn how connect and change settingsPlease let us know if you have any questions with the settings, we are here to help.”
Complaint: ***
I am rejecting this response because:
Complaint: ***I am rejecting this response because: I feel that I am still being wronged in this situationAs the seller has stated, I did find the build of the unit to be impressive and I liked what I was able to seeWith that being said, my camera did not fit in the unit at that time and because of this I was unable to see the other issues that would come once I had received the extended armsOn the first day I received the unit, I asked for a refund since it did not seem the product was going to fit my needs, but was assured by the seller that the issue could be resolved quickly and easily.I ordered and paid for this unit on June 12th (June 13th Eastern Time) and did not receive it until August 15thI had tried contacting the seller on July 1st, July 22nd, and August 5th regarding the status of my unit, and each time I was told that it was almost done and it would be shipped by the end of the weekIn fact in response to the July 22nd email, I was told that the unit was actually finished only to be told in the next email that parts were delayedIt was then on August 11th that I first mentioned the possibility of a refund due to the lack of confidence I was beginning to experience from the sellerOnce I sent this email, I received the unit just a four days laterI have also looked through the sellers website and my emails and have seen no evidence that there is a clearly stated return period for their productAgain, between the time it took to receive the product the first time, ship part of it back, get the other part to test out, days worth of emails for tech support, the unit being shipped back again, and finally receiving my unit, I feel I am not responsible for it having taken as long as it has
Regards,
*** ***
Complaint: [redacted]
I am rejecting this response because: as the seller has stated, I did send them video of the gimbal during the tech support phase of things. This was before it was sent back the second time. Although frustrating, I was fine with sending pictures of the computer screen as well as the gimbal and letting them see all the settings and how it was reacting. I still have the videos and pictures that I sent them. It is worth noting that after seeing this video of their "perfect working order" gimbal, they were the ones that suggested that I send it back to them. I never sent a video where it was in working order as they stated.I'm also not sure why the seller is assuming that I was the one that messed up the settings some how. The unit didn't work when it got to me even before I plugged it into the computer. And when I did plug it into the computer, I was emailing the seller the whole entire time and doing what they were telling me to do. I am not computer illiterate and did not just go into the settings and start clicking check boxes until something happened. That was the reason I contacted the seller. I knew that this was what they were good at, so I sought their advice through the emails. I will propose that a possible solution to the setting being unchecked was the new firmware that they asked me to download. Perhaps it's default is set to off, I don't know, but I know that I didn't click on things that they did not tell me to click. Even if this is the case with the firmware, it still doesn't change the fact that it was not working before or after I sent it back.I also just looked back at some dates for emails. I sent an email on Oct. 9th saying that the gimbal should arrive at their office on the 10th. To give them the benefit of the doubt, even if they got it on the 13th, it took the seller till the 29th to ship the unit back. I asked them on the 14th if they received my unit and they responded, "Yes we just received your unit, we are going to begin work on it this week and will have it shipped back to you as soon as possible." For a repair job, this amount of time is manageable, but if it truly as the seller says, that is a long time to check one box. If not for the previously delays I would have no issue with this, but the seller has given me misinformation so many times now, that I am unsure if I should believe them when they tell me that the cause for all my gimbal woes is my own fault.So again, I would like to ask the seller for a refund on my purchased unit. If it is truly as they say it is, and the gimbal is in perfect working order, they should have no problem reselling it and breaking even all things considering. I feel they are risking a greater loss by way of future costumers who might read this review, than they would by giving me a refund on this unit. There is only one outcome that I am able and willing to accept.All these things that I am writing, I do so painfully and begrudgingly. I have no intention of slander or putting bad reviews out of spite of their person or company. Again, I'm sure they have plenty of satisfied costumers, but I am not one. Between never having an actual opportunity to make good on the seller's "return period", due to shipping and repairs, a unit that is not working for me, and the run around I received while waiting on it to arrive, I will never be one.
Regards,
[redacted]
Complaint: [redacted] I am rejecting this response because: as the seller has stated, I did send them video of the gimbal during the tech support phase of things. This was before it was sent back the second time. Although frustrating, I was fine with sending pictures of the computer screen as well as the gimbal and letting them see all the settings and how it was reacting. I still have the videos and pictures that I sent them. It is worth noting that after seeing this video of their "perfect working order" gimbal, they were the ones that suggested that I send it back to them. I never sent a video where it was in working order as they stated.I'm also not sure why the seller is assuming that I was the one that messed up the settings some how. The unit didn't work when it got to me even before I plugged it into the computer. And when I did plug it into the computer, I was emailing the seller the whole entire time and doing what they were telling me to do. I am not computer illiterate and did not just go into the settings and start clicking check boxes until something happened. That was the reason I contacted the seller. I knew that this was what they were good at, so I sought their advice through the emails. I will propose that a possible solution to the setting being unchecked was the new firmware that they asked me to download. Perhaps it's default is set to off, I don't know, but I know that I didn't click on things that they did not tell me to click. Even if this is the case with the firmware, it still doesn't change the fact that it was not working before or after I sent it back.I also just looked back at some dates for emails. I sent an email on Oct. 9th saying that the gimbal should arrive at their office on the 10th. To give them the benefit of the doubt, even if they got it on the 13th, it took the seller till the 29th to ship the unit back. I asked them on the 14th if they received my unit and they responded, "Yes we just received your unit, we are going to begin work on it this week and will have it shipped back to you as soon as possible." For a repair job, this amount of time is manageable, but if it truly as the seller says, that is a long time to check one box. If not for the previously delays I would have no issue with this, but the seller has given me misinformation so many times now, that I am unsure if I should believe them when they tell me that the cause for all my gimbal woes is my own fault.So again, I would like to ask the seller for a refund on my purchased unit. If it is truly as they say it is, and the gimbal is in perfect working order, they should have no problem reselling it and breaking even all things considering. I feel they are risking a greater loss by way of future costumers who might read this review, than they would by giving me a refund on this unit. There is only one outcome that I am able and willing to accept.All these things that I am writing, I do so painfully and begrudgingly. I have no intention of slander or putting bad reviews out of spite of their person or company. Again, I'm sure they have plenty of satisfied costumers, but I am not one. Between never having an actual opportunity to make good on the seller's "return period", due to shipping and repairs, a unit that is not working for me, and the run around I received while waiting on it to arrive, I will never be one. Regards, [redacted]
Business Response to a Complaint
Complaint ID#:
***
Company Name:
DSLR Media LLC
Company Contact:
Company Phone:
Company Email:
***
Person Who Sent the Complaint:
*** *** ***
Staff Member:
Response:
To whom it may concern: Unfortunately, at this time we can no longer offer a return, because of two reasons: 1.The unit has passed its return period2.The unit is in the customer’s possession and is in working orderThe customer stated that he received his unit as described and added that it was also very impressiveSee the customers review below: [From: *** ***] [Date:08/15/6:PM (GMT-05:00)] “Hi, guys I received my Ltoday, and everything seems really great with itI really love the case and the build of everything seems to be quite good, so I am impressedHowever, I ran into a problem with it once I tried to put my camera on itI have a Sony50ea, which has an ENG build to itIt had never crossed my mind that it wouldn't fit I inside the gimbal itself, but it just won'tI can put it inside, but it is far too forward heavy to balanceBecause you can shoulder mount the camera, the back end is so long that it leans forward, even with it as far back as possibleI will send you a picture of the camera itself if you likeWhen I ordered the L10, all I was thinking of was the weight limit, and I was stoked that there was one at this price point that could support my camera, and in terms of weight, it most certainly can! But like I said before, it is far too long in the back All this to say, it unfortunately will not work for my needs, unless you guys have other suggestions:( I am severely disappointedI was so excited to use it, and it is killing me that I can'tIf I send it back, shipping paid by me, is a refund available? Again, I am sorry for all the trouble, and I do hope that someone else will be able to use it insteadbest Regards, *** ***” We modified the customer’s unit so that his camera would fitThis process took some time, however we did this at no additional cost to the customer[From: ***] [Date: Fri, Aug 15, at 6:PM] “Hello ***, No problem at all, we can help you by extending the arms and allowing for a longer cameraIt is similar to using a fsIt won't take long at all, when ever you have a chance just ship it back and we will have the arms customized for youBest Regards, The LeveFly Team ***” [From: *** ***] [Date:08/15/8:PM (GMT-05:00)] “Now that would be great! Thank you so much! I was worried to death about thatDo you want me to ship the whole thing back to you, or would you prefer I just ship the part with all the motorsLike do you need all the batteries and what not? I'm super sorry for all thisIf I had thought about it I would have told you.” Then we received the unit for a second time after the customer wanted us to service itAfter inspecting the unit we found that it was in perfect working order other than a setting that was changed by the customerSo we inverted the setting and shipped it backWe also have received a video of the customers unit while powered on, and it is in perfect working orderWe supplied proper documentation on setup and how to make adjustments to the programAll of the complaints that this customer has mentioned are adjustments that can be changed and are discussed in the user manuals[From: *** ***] [Date: Wed, Nov 05, 3:pm] Hi guys, I have played around with the gimbal since receiving it, and although it was not doing what it was before, (moving up and down by itself) it is twisting and tilting while I am movingTypically I can get it to be for a few seconds, but once I start walking it begins turning on meEvery time I put the camera on, I feel like it is about as balanced as I can possibly get it[From: ***] [Wed, Nov 5, at 3:PM] Hello ***,- Have you tried at all connecting to the control board to adjust the settings? The LeveFly is controlled with a 32bit simplebgc control boardThousands of people are using this board to control their gimbalsIt's not our product that is not performing, it is the settings that may just need to be fine tunedWe would suggest connecting to the gui and increasing the power for each motorThere is also a very descriptive guide on how to change settings on the simplebgc website, to get the best performance from the unitPlease take some time to learn the controller, as it will make your performance much betterMost of the time we build the units and give it a quick tune, we don't bother fine tuning because every customer likes to have their unit operate differentlyThis is where is it important for the user to learn how connect and change settingsPlease let us know if you have any questions with the settings, we are here to help.”
Complaint: ***
I am rejecting this response because:
Complaint: ***I am rejecting this response because: I feel that I am still being wronged in this situationAs the seller has stated, I did find the build of the unit to be impressive and I liked what I was able to seeWith that being said, my camera did not fit in the unit at that time and because of this I was unable to see the other issues that would come once I had received the extended armsOn the first day I received the unit, I asked for a refund since it did not seem the product was going to fit my needs, but was assured by the seller that the issue could be resolved quickly and easily.I ordered and paid for this unit on June 12th (June 13th Eastern Time) and did not receive it until August 15thI had tried contacting the seller on July 1st, July 22nd, and August 5th regarding the status of my unit, and each time I was told that it was almost done and it would be shipped by the end of the weekIn fact in response to the July 22nd email, I was told that the unit was actually finished only to be told in the next email that parts were delayedIt was then on August 11th that I first mentioned the possibility of a refund due to the lack of confidence I was beginning to experience from the sellerOnce I sent this email, I received the unit just a four days laterI have also looked through the sellers website and my emails and have seen no evidence that there is a clearly stated return period for their productAgain, between the time it took to receive the product the first time, ship part of it back, get the other part to test out, days worth of emails for tech support, the unit being shipped back again, and finally receiving my unit, I feel I am not responsible for it having taken as long as it has
Regards,
*** ***
Complaint: [redacted]
I am rejecting this response because: as the seller has stated, I did send them video of the gimbal during the tech support phase of things. This was before it was sent back the second time. Although frustrating, I was fine with sending pictures of the computer screen as well as the gimbal and letting them see all the settings and how it was reacting. I still have the videos and pictures that I sent them. It is worth noting that after seeing this video of their "perfect working order" gimbal, they were the ones that suggested that I send it back to them. I never sent a video where it was in working order as they stated.I'm also not sure why the seller is assuming that I was the one that messed up the settings some how. The unit didn't work when it got to me even before I plugged it into the computer. And when I did plug it into the computer, I was emailing the seller the whole entire time and doing what they were telling me to do. I am not computer illiterate and did not just go into the settings and start clicking check boxes until something happened. That was the reason I contacted the seller. I knew that this was what they were good at, so I sought their advice through the emails. I will propose that a possible solution to the setting being unchecked was the new firmware that they asked me to download. Perhaps it's default is set to off, I don't know, but I know that I didn't click on things that they did not tell me to click. Even if this is the case with the firmware, it still doesn't change the fact that it was not working before or after I sent it back.I also just looked back at some dates for emails. I sent an email on Oct. 9th saying that the gimbal should arrive at their office on the 10th. To give them the benefit of the doubt, even if they got it on the 13th, it took the seller till the 29th to ship the unit back. I asked them on the 14th if they received my unit and they responded, "Yes we just received your unit, we are going to begin work on it this week and will have it shipped back to you as soon as possible." For a repair job, this amount of time is manageable, but if it truly as the seller says, that is a long time to check one box. If not for the previously delays I would have no issue with this, but the seller has given me misinformation so many times now, that I am unsure if I should believe them when they tell me that the cause for all my gimbal woes is my own fault.So again, I would like to ask the seller for a refund on my purchased unit. If it is truly as they say it is, and the gimbal is in perfect working order, they should have no problem reselling it and breaking even all things considering. I feel they are risking a greater loss by way of future costumers who might read this review, than they would by giving me a refund on this unit. There is only one outcome that I am able and willing to accept.All these things that I am writing, I do so painfully and begrudgingly. I have no intention of slander or putting bad reviews out of spite of their person or company. Again, I'm sure they have plenty of satisfied costumers, but I am not one. Between never having an actual opportunity to make good on the seller's "return period", due to shipping and repairs, a unit that is not working for me, and the run around I received while waiting on it to arrive, I will never be one.
Regards,
[redacted]