A week ago my UltraBrite2 monitor`s backlight stopped working and I contacted, in panic, Robin Thwaites from Tiffen International office in UK, who is also one of my teachers from Lake Arrowhead workshop.
He immediately responded to my mail, saying that he is ready to help me fix the problem. I didn`t want to sent the monitor itself to UK (customs problems and such…) and decided to fix the problem locally in Turkey. My very trusted electronics guy in Istanbul pinpointed the problem being a burned LED backlight driver board so I contacted Robin with a couple of photos of said board. He, then, immediately overnighted a replacement board free of charge and in only couple of days I had my monitor back in service.
I have to say that this is a wonderful customer service for a monitor long past its guarantee. Robin really shoved me that Tiffen will always take care of their customers and back-up their equipment.
We know how to complain about customer service when anything goes wrong so we should also know how to praise them when they go the extra kilometer (yeah metric!).
I am still a proud owner of STEADICAM.
Thank you Robin Thwaites & Tiffen!
Ps: I also have to add that this not the first time I contacted Robin with some very head scratcher kind of questions about Ultra2 and every time I got a very fast reply. Mostly with a solution to my question if it has one)
Great custommer service from Robin Thwaites/TIFFEN UK
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