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M-1 Motor / Palomar Engineering, Inc.

Customer Service

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3 replies to this topic

#1 Rob Vuona SOC

Rob Vuona SOC

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Posted 04 April 2014 - 02:05 AM

Some of you may have seen my post on Jan 17, 2014 regarding my M-1 Motor jittering


http://www.steadicam...otor +jittering



Jim Bartel answered right away and told me to send it to Don over at Palomar Engineering





I called Don the owner of the company and asked if I was sending my motor to the right place he confirmed and said he would get right on it when he received it.


Well,  countless unanswered phone calls and three answered ones later I finally got an answer as to what happened to my motor.


The first two calls that where actually answered by Don,  not exaggerating, I called at least 30 times over 2.5 months, and the first two times he answered he asked me who I was, and what it was I needed and after telling him, he said, "oh yes, I have the motor right here, its fixed and I will be sending it out tomorrow".  The motor never showed up!  Finally, Monday of this week I called again, I called 8 times during the day, I started talking to the answering machine saying, "Don, pick up, Don you there" ,  he finally picked up and said I had woken him from a nap.  Again he asked who I was and what it was that I needed.   I again told him and started laughing because I knew what he was going to say next, yup you guessed it, " oh yes its right here, I'll get it fixed and sent out tomorrow".  Finally I had it and called him on it and said, "you have told me two other times you fixed it and were sending it out and to date, you haven't done anything you said your were going to do.  So when should I really expect my motor in the mail?" He replied, "Wednesday you will have your motor", I said, laughing," I'll call you on Wednesday and remind you to fix the motor and send it out again.  He didn't think that was very funny !


Bottom Line, I just got my motor back after being out on repair for almost 2.5 months.


The M-1 Motor is a robust well built motor, some may say even too strong for some lenses,  but with customer service like that I am selling my M-1 motor and moving on to a company that will support their customers and back their product.


I suggest finding an alternative source to repair your motor if its in need of repair unless your prepared to leave your on the companies shelf in Montana for a couple of months.


Sorry Don, A simple answer of a phone call saying, I'm swamped and overwhelmed, I will get to it as quick as I can , would have gone a long way instead of lying to me twice and not answering the phone.


You have lost a customer

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#2 Juan M.Ramos SOC

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Posted 15 May 2014 - 09:46 PM

Only 2,5 month!!!!! I'm have been waiting for 3 years!!!!!! I'm not American,I'm f@;/&/!!!!!
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#3 Evrim KAYA

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Posted 16 May 2014 - 03:47 AM

wow  quite a story. i'm glad I've sent my motor to Peter Hoare to service. you can find him on the forum.

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#4 Kelsey W. Smith

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Posted 16 May 2014 - 06:16 AM

Yes, if you need a M-One motor repair done, contact Peter Hoare. Peter fixed one of mine. Good communications and quick turn around, just what we needed!



Kelsey W.

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