Subtronic Customer Service

[ErolE 3]

Hi all,

 

I realize many members have had issues with the reliability of their Subtronic strobe however was unsure of the feedback on their customer service.

 

I had a double failure of battery arms in the field which is bad enough. However now that I am trying to source some replacements I have had no response from Subtronic for over three weeks and three emails. Is their service normally this bad?

 

Does anyone have the contact details of a competent person in the firm?

 

Thanks Erol

[MikeVeitch 0]

seems to be a common thing actually

 

http://wetpixel.com/forums/index.php?showtopic=23076&hl=

[Alex_Mustard 0]

I have found them more responsive in recent years. But there is a reason I know own 5 Inon strobes too!

 

Alex

[ErolE 3]

Thanks guys,

 

Inon ARE looking so much more attractive (cheaper, lighter, more reliable). Just the light quality....but the light quality from a paper weight is pretty poor.

[Timmoranuk 10]

Thanks for the 'heads up'. I own 4 x INONS and was considering a couple of Subs for a different quality of light, but now maybe not. I'm sorry to hear of your problems and hope that a weight of response from WP may modify Subtronics customer service...

[Drew 0]

Subtronic's website is limited on info and their lack of response is well known. But I have to add that when I had them make me a T connector and long sync cable, Tamara was very fast is responding. But that was due to a phone call first to set things up because I like to chat and put on my best german accented english! (I am kidding!!!)

 

The email I used was service@. I had 6 Inons and am now down to 2 because of various floods from the plastic casings leaking. I don't usually baby my strobes but the Z240/S2000 don't take abuse well. I like them a lot but I like the serviceability of aluminum casings. The modular design of such strobes, with bulb and PC board replaceability easily done (albeit with slothlike turn around times sometimes!), is preferable to me vs the entire internal replacement assembly kit of the Inons.

[subtronic 0]

Dear eefella, I'm Sure and understand that you are angry.

But you are sure that you haven't received my Mail: I' ve send you an Mail with the question for a Postal adress.

You have buyed the equipment by a dealer, because we have not listed you as customer in our Records.

I have in the Moment the Possibility to send out spareparts to the World with Adress:

 

EEfella

Professional

Planet Earth

 

I think UPS and INON will find you.

 

PS: most proffesional customers send us a Postadress to manage this things.

 

kindly regards Markus Moll

Edited December 6, 2011 by subtronic

[walter 0]

Hi Erol,

 

to answer your question, my experiences with the subtronic service are very well. i had two problems with my subtronic video light

(flooding and a problem with the power switch). in both cases i wrote an e-mail (service@subtronic.de, Tamara Müller) send in my

video light an get it back within 2 weeks. best of all they did not charge me for the repair.

 

walter

[ErolE 3]

Well the above reply from Subtronic, pretty much says it all.

 

Rather than address the issues in my mails (to do with their accu arms) or ask me what replacement parts I wanted or indeed how I would pay for them their inability to offer any service is entirely my fault and based on me not having provided my address. Silly me (and I think the experience of others on the forum put paid to their claims of having replied).

 

Hopefully the reems of poor service experience on this board would have them take customer service a little more seriously. Or prehaps it really is the all the customer's fault and we should all buy Inons as Markus recommends.

Edited December 7, 2011 by eefella

[johnjvv 11]

Dear eefella, I'm Sure and understand that you are angry.

But you are sure that you haven't received my Mail: I' ve send you an Mail with the question for a Postal adress.

You have buyed the equipment by a dealer, because we have not listed you as customer in our Records.

I have in the Moment the Possibility to send out spareparts to the World with Adress:

 

EEfella

Professional

Planet Earth

 

I think UPS and INON will find you.

 

PS: most proffesional customers send us a Postadress to manage this things.

 

kindly regards Markus Moll

 

Classic!!!

[Marco P 1]

I bought my Subtronic Pro160 strobes directly from Subtronic and I have sent them for service twice and never had a problem. In one or two weeks they send the strobes back after service. Tamara always reply fast enough and polite. Maybe you just had bad luck?

Too bad you couldn´t solve this with Subtronic directly. Their webpage might not be the best, but it will give you the information you need to contact them for questions like this.

[Drew 0]

Wow, it's interesting how an errant email system can cause such a misunderstanding. With skype so cheap, it may well be worth that $1 to call the company directly, although it may not be convenient with the global market and time zones.

[ErolE 3]

Wow, it's interesting how an errant email system can cause such a misunderstanding. With skype so cheap, it may well be worth that $1 to call the company directly, although it may not be convenient with the global market and time zones.

 

Calling ahead is certainly how I will do it in the future. This time I hadn t anticipated the delay in reply and unfortunatly was a reasonably remote part of the Phillipines where band width and time difference would have made it difficult. It can just be frustrating, as I am home so seldom I need to order parts in specific windows to be home to collect them. All the delays mean I have missed this window.

 

Part of the rich tapestry of life I suppose.

 

Anyway have Marcus' ear now and all is good.