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Author Topic: Component Engineering's nonexistent customer svc. policy Chris Slycord Film God Posts: 2986 From: 청주시, 경북도, South Korea Registered: Mar 2007 posted 06-09-2008 02:04 PM                     No one was talking about your company, though.  |  IP: Logged Paul H. Rayton Expert Film Handler Posts: 210 From: Los Angeles, CA , USA Registered: Aug 2003 posted 06-09-2008 02:09 PM                    To give credit where credit is due, Component Engineering got back to us today and 'fessed up that they mishandled (in 4 separate ways) the issue. I thank CE for that reply, and I hope that, should someone else have such an issue with their devices in the future, the options will be more apparent and workable. (I.e., possible to fix it "yourself", or via a tech-savvy dealer ... and even the manufacturer, who will probably be a little more receptive to the next one to contact them with a problem, thanks to this brouhaha.) FWIW, during the time the monitor was out of service, we used a "boom box" (which had a line input mode) to monitor the sound. So, if you're ever in a pinch for one, there's an idea for you.  |  IP: Logged Ken McFall Jedi Master Film Handler Posts: 615 From: Haringey, London. Registered: Apr 2001 posted 06-09-2008 02:50 PM                     I have said this before but I have always found their service to be second to none, even considering the distances involved. I agree that the best way to deal with problems is over the phone as you can resolve confusions that can happen with email and you build a relationship with the tech guys who have to understand the different terminology used. Component Engineering.... GREAT Company to deal with.  |  IP: Logged John Walsh Film God Posts: 2490 From: Connecticut, USA, Earth, Milky Way Registered: Oct 1999 posted 06-09-2008 08:21 PM                     While I'd agree that Component Engineering didn't handle this issue very well, I find several things wrong with the initial posting. For example, to say that it only cost $10.79 to fix the monitor is total BS. As far as I know, there are no technicians working year after year for free. Also, no one really pays that list price. I bet an inexperienced person contacted CE and THAT'S when things got confused. Any experienced tech would have dealt with this easily and quickly. I don't know where this UNCONDITIONAL 'free tech support for life' for 35mm equipment came from. It somehow includes talking to inexperienced people for extended lengths of time. A guy once had me on the phone for an hour, and when I quoted him $20 for the part he needed, he got angry and thought that was outrageous. Many companies that sell 35mm equipment are not rolling in money either, and it's a significant "hit" to provide free tech support. Again, Component Engineering probably didn't handle this issue very well, but I smell blame on BOTH sides.  |  IP: Logged Jack Ondracek Film God Posts: 2348 From: Port Orchard, WA, USA Registered: Oct 2002 posted 06-09-2008 08:51 PM                        CE is about 60 minutes from here. On the only time I had trouble with one of their products, I took it to them, even though I had purchased it through a dealer. They exchanged it outright... no questions asked. That's pretty much good enough.  |  IP: Logged Chris Slycord Film God Posts: 2986 From: 청주시, 경북도, South Korea Registered: Mar 2007 posted 06-09-2008 11:39 PM                     My limited experience mirror's Jack's. Anytime the tech at my old theater took stuff to them they'd give out a loaner immediately and simply ask for the original to fix (and swap back out once fixed).  |  IP: Logged

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