Issue with ARCA-SWISS over Z1 ballhead.

[Carlo]

A few weeks back I was looking into buying a gimbal head, and whilst browsing Wimberleys website came across a warning about possible 'slipping' in some of the earlier Z1 ballheads.
As mine could have been one of the ones affected, I contacted ARCA SWISS , was told that they are still receiving them and sent it to them for Inspection.
Had an email from them yesterday in which they said my ballhead was not in the affected batch, and an invoice for 90 Euros for: "replacement of plastic parts + Complete cleaning + overhaul".
Now, I'm happy that it's not got a problem, but I'm not happy that they've gone and serviced it without contacting me first for authority without a quote.
Am I wrong in feeling a bit 'miffed'? or do you think I'm within my rights to complain?

 

[Box Brownie]

So, did you determine whether fitted into the criteria laid out with on Whimberly site

Wimberley Professional Photo Gear About Ordering

Wimberley, Inc is a designer and manufacturer of professional photography equipment

tripodhead.com

Having said, yes I think it poor customer liaison to not handle such an enquiry in the manner you describe. NB unless somewhere stated in their terms for service support?

But at €90 for something that costs £350 to £450 new, the cost is not a surprise on the surmise that the service made like 'new' for you.

Were I in your shoes I would ask Arca Swiss about the situation.

Without drilling in deeper, it is not clear whether to check the Z1 would require complete disassembly and once found not to be affected, they would never reassemble it with the old worn components?

 

[Carlo]

So, did you determine whether fitted into the criteria laid out with on Whimberly site

Wimberley Professional Photo Gear About Ordering

Wimberley, Inc is a designer and manufacturer of professional photography equipment

tripodhead.com

Having said, yes I think it poor customer liaison to not handle such an enquiry in the manner you describe. NB unless somewhere stated in their terms for service support?

But at €90 for something that costs £350 to £450 new, the cost is not a surprise on the surmise that the service made like 'new' for you.

Were I in your shoes I would ask Arca Swiss about the situation.

Without drilling in deeper, it is not clear whether to check the Z1 would require complete disassembly and once found not to be affected, they would never reassemble it with the old worn components?

According to the steps on the Wimberley website, it needed to be checked by ARCA-SWISS.
You've raised an interesting point regarding reassembling with new parts, although I'll be asking them exactly what they've done and replaced as I can't see there being much to replace?!!
I also have to consider that I've owned this for well over 10 years and it was bought for only used for £200 from eBay!!

 

[Box Brownie]

According to the steps on the Wimberley website, it needed to be checked by ARCA-SWISS.
You've raised an interesting point regarding reassembling with new parts, although I'll be asking them exactly what they've done and replaced as I can't see there being much to replace?!!
I also have to consider that I've owned this for well over 10 years and it was bought for only used for £200 from eBay!!

Well, for a relatively modest cost it has been manufacturer serviced to give you more years of 1st class service.......for which you paid not a lot for good ball head.

I look forward to your updating the thread when you get their reply.

 

[sk66]

Nikon has a similar "all or nothing" repair policy... i.e. if you send a camera in for any kind of service they will insist on repairing anything they think is not 100% (except minor cosmetic issues). And I can see why Arca-Swiss would be the same. You are relying on their Z1 head to safely hold your expensive camera gear; it's in their best interest that it is 100% up to the task as intended.

But the whole thing seems like a fuss for no reason. Arca-swiss compatibility is not entirely standardized across all brands anyway. If you had found that the Wimberley plate was a little too narrow for the Z1 head you could just use a plate that works with the Z1 on the Wimberley instead.

 

[Carlo]

Update, I am still waiting to hear back from them!!!
I initially wrote to them before I posted this thread, and I emailed them again on the 15th Jan.
Not great customer support so far!!

 

[Faldrax]

I can see both sides here - as has been mentioned, checking for faults could have meant stripping down the head and re-assembly - and replacing any worn parts while re-assembling makes sense (there could even be parts which will be damaged/deformed by the disassembly, and are intended to be replaced as part of the process).
Having said that, it should have been made clear to you that would be the case, and you could argue that any costs should be bourne by them as the only reason for the inspection was due to an acknowledged potential fault.

 

[Carlo]

This is now cheesing me off quite a lot.
I emailed the guy who initially replied to my first request to see if arca swiss were still checking the ballheads, and they said they're based in the shop in Germany, but they'll forward my email to the support team and ask them to deal with it "as quickly as possible ".
That was now a week ago and I'm still waiting...