Blackmagic Support UK non responsive

Despite having emailed you twice the only reply i've received so far is an automated response telling me you'll contact me shortly. It's now 11 days since i first emailed you and still nothing back!

How do i get in contact with a human being via email? My ticket number is: XYZ-123-4567.

Call them on the telephone. The number is on the web site support page. If that doesn't work, call the Australia office on the telephone.

Telephone is less convenient sometimes, but they do answer their phone and take action.

So i did get a reply in the end and for a short while it's been excellent but now it's back to complete rubbish.

Shortly after my opening post here i got a response via email. RMA sorted out quickly and BMCC collected for free. Happy. Since then back to absolute rubbish. Sent a message with more details about problem on July 1st. No reply until today, July 10th at 4pm, with a vague message about testing which implies nothing has been happening for the past 9 days!

All i wanted was the flange distance adjusted, but support seem hellbent on 'testing'. Testing for what? You know the problem! You've got a 200 post thread about the problem. 76,000 google hits about it. I think 'testing' is a euphemism for wasting (my) time. When you first replied to me your rep said the camera would be re-calibrated and it would take 10-15 working days. Well you've reneged on that and the camera isn't even close to being re-calibrated after 10 working days, instead you're just testing!

I'm absolutely fed up of this now. It took you 12 days to get back to me on my first email and now this 9 day wait. In total i've wasted 4 weeks in communicating and dealing with you. Not good enough and really makes me want to cancel my pre-orders for your future cameras.

hi andy...
im looking to MAYBE buying my 1st Blackmagic Cinema camera in the next few weeks...
may i ask what your original fault / camera symptom was , you said you were having the flange distance adjusted/ re calibrated....so were you having focus issues? or chromatic aberration or no electric connection with lens? Ive owned quite a few cameras over the years from DVcam to File based...is this a common thing to have done on a BMCC.
many thanks for your reply
stuart.

You're not the only RMA they have to deal with. They are not a huge company. Please calm down.

You ever try to send something back to Panasonic? Yeah, BM isn't too bad.

All you're going to do by getting on here and freaking out is freak out other potential BM customers as represented above.

They will take care of it. Sometimes they might even bend over backwards.

What Vic said - plus personally I can only say the best things about their UK support, I had more than one RMA with the 4K and they always have been super fast and extremely helpful & good communicators so far. (that was only half a year ago I can't imagine them making a 180° turn on service in that time)

Much better experience than with any of the big companies...

You're not the only RMA they have to deal with. They are not a huge company. Please calm down.

You ever try to send something back to Panasonic? Yeah, BM isn't too bad.

All you're going to do by getting on here and freaking out is freak out other potential BM customers as represented above.

They will take care of it. Sometimes they might even bend over backwards.

So far Vic i've been very patience and calm. Tomorrow will be a month since first trying to contact BMD, i've not badgered anyone and have been very patient but yesterday took the biscuit. A message just before the weekend, 9 days after i sent a message really describing the problem (when no description was needed) and all i received was we're going to test and discuss. And this is a problem that is well documented! They changed the damn design on all future BMCCs. All that needed to happen was the camera be calibrated to new cameras spec. That's what they said they would do! But 14 days since they had my camera nothing has happened. Coupled with the 12 day wait for a 1st response and the 9 day wait for the last i'm annoyed, wouldn't you be. I'd be absolutely fine if they just told me it's going to take longer than usual but all i'm getting is cryptic messages. So no one at BMD is bending backwards, not even had a response from staff on here. I don't think i'm asking for anything more than some courtesy for a customer whose spent thousands with BMD. At present i'm nothing more than a Friday 4pm afterthought!

As for the rest of your message, you criticise me for "freaking out potential customers" yet you did nothing to reassure Stuart! Just decided to bash me instead. I'm not the only person to have gotten this treatment. Go look over on creativecow and see message dating back since 2004 about how non-responsive and bad the service is. There's even a thread here about bad service: viewtopic.php?f=2&t=22537

Why shouldn't i post my negative experiences? Surely that is helpful to any new customer....

hi andy...
im looking to MAYBE buying my 1st Blackmagic Cinema camera in the next few weeks...
may i ask what your original fault / camera symptom was , you said you were having the flange distance adjusted/ re calibrated....so were you having focus issues? or chromatic aberration or no electric connection with lens? Ive owned quite a few cameras over the years from DVcam to File based...is this a common thing to have done on a BMCC.
many thanks for your reply
stuart.

Stuart this is a problem back when the camera first came out. They since have made changes so any new camera you buy won't have this problem. I only noticed last month when i bought a set of new lenses. Here's the forum thread about it:https://forum.blackmagicdesign.com/viewtopic.php?f=2&t=4319&start=20

ANDY-
thanks for the reply, hope you get it sorted.
Stu.