BMD may have just lost another customer

I'm usually the one to defend BMD but honestly... enough is enough. It's been over a week they've had my camera due to the audio issue that plague many of the pocket cameras (high pitch audio noise) and still no update on the status of my RMA.

And after they basically slapped all their current customers in the face by announcing 4 new cameras at NAB, it's painfully clear that this company really doesn't care about their customers at all.

I understand departmentalization and that R&D needs things to do but honestly, this is a slap in the face. There are so many basic options absent from their products and we deal with because of the image but truthfully enough is enough. When I get my pocket camera back, whenever that is, I'm selling it and all accessories and taking my business elsewhere.

The CEO of this company only cares about establishing himself in the high end market and using us early adopters as guinea pigs. They're communication sucks yet when they have a new toy for us to buy...
I get a 3 page essay from Grant Petty about how exciting these new products are?!!! I mean, really? I've never in my life have seen such poor communication from a company of this calibur. Whatever excuses or reasons they have for this doesn't justify it at all.

Seriously... BMD, you suck.

That's it I'm done.

***EDIT: Just to add before people pick my post apart... I do not rely on my camera for professional audio. I have a Zoom H6 and wireless lavs at my disposal. But I use my camera for a lot of personal shooting and I would just like to be able to shoot clips without the metal high pitch noise. And it would be fine if I would at least get an update. I've emailed my contact there that's been handling my RMA several times with no response. Then I called today and the rep I got on the phone told me "it's in the system but I don't know where in the process it is or if they've even looked at it yet."

This is COMPLETELY UNACCEPTABLE. Honestly, if I had the energy and time... I would be lawyering up but it's just a camera and there are more important things in the world to worry about. So I'll suck it up for now but this is my last purchase from BMD.

Here, here! I think we're all tired and would like some change... on the other hand, I'll still be using my BMPCC because I can't afford to switch just yet. Let us know when you're selling your gear.

I'm with you misterkofa.

COUNT ME IN TOO!!!!!
I was about to buy a 4k when I thought to myself that I went through so much aggrivation with the 2.5k then the pocket and so I thought, hold on for a sec.
How happy am I not buying into the 4k...
this is a micky mouse operation they have there.

you S U C K.

this is a micky mouse operation they have there.

They create great products but their customer service is horrible! Then they have poor Kristian Lam try to pacify us with promises of updates like as if we're a bunch of kids. This is a joke and it's disrespectful to every single one of us that has put their hard earned cash down to buy their products. We are adults and many of us are professionals. At least treat us with respect.

How come Grant himself doesn't write an email telling us what's really going on? Oh, I get it...he only has the time when he wants us to buy something. Oh no, they're busy using all their resources to create new products to compete with RED, Sony and Canon under the giuse of "we care about the independent filmmaker." Yeah right Grant. I'm an independent filmmaker. How come my camera has sat at your company for over a week and no one can tell me what's going on with it? What if I had a gig riding on it?

If this is how BMD continues to carry itself, I don't see how anyone in their right mind can even consider purchasing any one of their cameras.

I've emailed my contact there that's been handling my RMA several times with no response. Then I called today and the rep I got on the phone told me "it's in the system but I don't know where in the process it is or if they've even looked at it yet."

The whole story is heartbreaking to read, but this portion hit me. I'm one to stick up for BMD more often than not but not replying to a support request when it's been in process for this long is unacceptable.

Would love to hear from some of the regular MODs / BMD Employees- Terry, Kristian, or Tony, come to the rescue.

I've emailed my contact there that's been handling my RMA several times with no response. Then I called today and the rep I got on the phone told me "it's in the system but I don't know where in the process it is or if they've even looked at it yet."

The whole story is heartbreaking to read, but this portion hit me. I'm one to stick up for BMD more often than not but not replying to a support request when it's been in process for this long is unacceptable.

Would love to hear from some of the regular MODs / BMD Employees- Terry, Kristian, or Tony, come to the rescue.

This is just the tip of the iceberg Dustin. The whole process as been less than smooth. When I initially contacted them about the issue, I even posted up footage and the rep told me he didn't hear anything wrong with it and that it just sounded like crickets...

Really dude? I literally fell out of my seat that he had no clue about his issue and it was clear as day in the audio. It's a CONSTANT metal ringing sound.

Man just thinking about that just gets me more riled up.

I've emailed my contact there that's been handling my RMA several times with no response. Then I called today and the rep I got on the phone told me "it's in the system but I don't know where in the process it is or if they've even looked at it yet."

The whole story is heartbreaking to read, but this portion hit me. I'm one to stick up for BMD more often than not but not replying to a support request when it's been in process for this long is unacceptable.

Would love to hear from some of the regular MODs / BMD Employees- Terry, Kristian, or Tony, come to the rescue.

This is just the tip of the iceberg Dustin. The whole process as been less than smooth. When I initially contacted them about the issue, I even posted up footage and the rep told me he didn't hear anything wrong with it and that it just sounded like crickets...

Really dude? I literally fell out of my seat that he had no clue about his issue and it was clear as day in the audio. It's a CONSTANT metal ringing sound.

Man just thinking about that just gets me more riled up.

Go and leave reviews on the sites that sell their products. It's obviously not doing any good trying to communicate though the forum.

We've had our grievances for a long time now, and this is pretty natural considering that people that have issues with the products are more likely to post on this forum, but it seems like customer morale is at a new low point. The problems and delays have just been piling up, reviewers calling the BMPC4K 'deeply flawed' (Bloom), BMD representative downplaying their FPN issues etc. – Something needs to change.

Personally, I'm also holding out on any new BMD purchase until the issues are resolved.

BMD releasing these new cameras just when I bought the pocket cam reminds me of Sega when they released the 32x, saturn and dreamcast in a span of three years..

..more of a joke, but still!

I think honestly the best thing to do is go on various websites (b+h, amazon, etc.) and just leave brutally honest reviews.

great image, terrible company. they'll only listen when their sales are affected.

I think honestly the best thing to do is go on various websites (b+h, amazon, etc.) and just leave brutally honest reviews.

great image, terrible company. they'll only listen when their sales are affected.

+1

I really wonder how many BMPCC have this audio issue?

Mine personally has the absolute worst I've heard, literally sounds like loud crickets right next to the mic. 2 others I've encountered had much a fainter, less chirpy - but still audible - noise.

The other one I saw was as far as I could tell, had no frequency/noise issue whatsoever.

What about you guys? Do you have noise-free BMPCCs?

It's not absolutely vital... but about 5% of the time I like to go incognito with my cam in concerts or whatever, where on camera recording is fairly essential... even if it's cell phone quality audio. Would love to use the BMPCC for that, but I've had to use my Canon in the meantime.

I will also not buy any other BM camera in the future, I don't believe a single word what they are saying. My first camera had a broken SDI, the second one has bad picture, no firmware updates, only stupid promises. Dear BLACKMAGIC, try to do your black magic to other believers.

Sad to see u are now on my side of this issue. I have had an open ticket with support since august 2013....with the same response as yours.

So what would it take to form a class action suit on an aussie company? I bet we have enough users willing to dive in...

Btw...note my 2 warnings. They were for saying things about bmd that they didnt like....at least they can find the time to censor critics...

Yes, customer service and communication will probably what will keep Blackmagic from reaching the big league: the URSA + the need of expensive rig/setup (this thing is heavy!) put the "ready to shoot kit" price point not so far of the other brand such as Sony , Red... At least on the used market.
And as a former happy owner of the wonderful Z7 with their wonderful customer service, I'll feel more safe with a 5 year old FS700 than with an URSA. And as it can't be worse, if I want to buy brand new stuff, I may consider my upgrade with a Kinemini more than an URSA.
I predict that the attitude of BMD regarding their customers will change when they ll see the consequences of their first step in the camera world ... And that will happen with the URSA not reaching their market goal.

That being said DaVinci resolve is the wonderful Cherry on a disapointing cake.

I'm done too. If all of your resources are working year after year on NAB projects, then you either a. hire more people to support and continue development of existing products, or b. stop friggin introducing new cameras every year until your designs are solid. It's sad when a 3rd party hack produces a more dependable camera. I think i'm going to pick up a Scarlet for my 4k needs, or even the fs700/7q, but i'm done with BMD for cameras, their quick to market eternity to support business models is straight trash.

Good idea! Leave reviews on sites that sell the camera. Tell potential buyers your stories so that they are informed.
I wish I was warned before diving in.

I'm done too. If all of your resources are working year after year on NAB projects, then you either a. hire more people to support and continue development of existing products, or b. stop friggin introducing new cameras every year until your designs are solid. It's sad when a 3rd party hack produces a more dependable camera. I think i'm going to pick up a Scarlet for my 4k needs, or even the fs700/7q, but i'm done with BMD for cameras, their quick to market eternity to support business models is straight trash.

Agreed. If they spent half the time trying to develop the URSA on getting these bugs fixed and implementing the features people ask for, they wouldn't be having this issue.

Sad to see u are now on my side of this issue. I have had an open ticket with support since august 2013....with the same response as yours.

So what would it take to form a class action suit on an aussie company? I bet we have enough users willing to dive in...

Btw...note my 2 warnings. They were for saying things about bmd that they didnt like....at least they can find the time to censor critics...

Same as any other I would think. The fact that they release products that don't fully work as advertised are enough grounds for a suit, at least here in the US. Not my style but I'm surprised no one hasn't gotten pissed off enough yet to file one.

If this is how BMD continues to carry itself, I don't see how anyone in their right mind can even consider purchasing any one of their cameras.

bro, sorry to see you (and so many others) coming to this conclusion.

as Ive said from day one.. I LOVE my bmcc (that I paid the original price for and never complained when they dropped the price, note, it was flawed out of the box and I REFUSED to send it to BMD for the very reason you have started this thread.) - but the stringing along about updates, more and more cameras relased before the old ones are attended to fully.. man..I put my money where my mouth is.. and bought a different 4k cam.

They dont have to listen if they dont want to, but they lost a customer which equals losing $.. and no company on the planet can survive long doing that

UPDATE: So after my camera was declared faulty (obviously) and I was supposed to be getting a tracking number last Friday (May 16th, per my rep at BMD).. a week later and still no camera or tracking number letting me know I have a camera on it's way back to me.

I called yesterday and another rep told me that the pocket was on backorder and should be shipped out yesterday or today. So it's today and guess what? No tracking number.

Here's what's annoying about this... No one called or emailed to let me know the pocket camera was on backorder. Wouldn't that be something my rep should have told me?

A simple email stating... "As it turns out the pocket camera is on backorder and we should be expecting a shipment on ____ so we should be shipping a new camera to you by____." Simple. Information. It's all I want. I understand things happen and people are busy. But at least..LET ME KNOW WHAT'S GOING ON!!

How hard would that have been? Instead, I'm left wondering about when I should expect to get my camera back. And this is what BMD needs to work on. They're communication is really, really bad. I'm beginning to wonder if they really care at all or maybe it's just poor management. Either way, it's very frustrating on our end when we're just left in the dark. Get it together BMD. Get it together.

UPDATE: Got a tracking number! My camera's on it's way! (finally)

So the new camera arrived yesterday.

The Good:
1. The metal high pitch noise, is still there, but very faint. And it's more sporadic where before it was constant.

2. This may be an illusion but this camera appears to be better than my last in quality. The image seems to be slightly better. No way to scientifically confirm this as I don't have the old one but I always shoot the same stuff around the office for tests and I noticed that the image had more resolution and color. Did BMD make a subtle change to the sensor? Hmmm... I wonder.

3. BMD practically sent me a new pocket with box and everything. So now I have an extra battery and charger, for free! Nice...

The Bad:
1. Though very faint, it bugs me that the noise is still there. I'll just live with it though as I cannot be without my camera for another 3 weeks again.

2. There is a hot or dead pixel on the screen. It's noticed more with focus peaking turned on.. and I don't see it in the footage so it's not really a problem. But still annoyed by it. Unless another one pops up I'll just live with it.


Conclusion:
I've decided that I will keep my pocket camera. I love this thing and at the end of the day, it accomplishes what I need it to do. But will I be purchasing any of their other cameras or recommending them? Hells no. Even with all the problems, the lack of communication and poor customer service is just disrespectful and frustrating.

Things happen, problems occur. Nobody's perfect. But how you deal with it really shows who you are and where you stand as a company. And it's clear BMD does not listen or take the feedback from us early adopters seriously. It's sad, really cause I want to see them win and dominate not only the indie market but also mainstream Hollywood productions. But based on their track record, I see their reputation eventually catching up with them and by the time Grant finally decides to pump the brakes on R&D and focus on fine tuning the current hardware, it may be too late. And they'll become that company.