Personally, I'd say no.
I bought two EP300s just before Christmas, along with 80cm softbox, umbrella and ordinary stands. Out of the box both EP300 heads were covered in greasy fingerprints and badly scratched. Both stands were scratched and I got a 60cm softbox instead of an 80cm one. The umbrella was fine.
I opted for replacement heads instead of a refund and both replacements were in a similar condition - scratches and fingerprints. This time I went for the refund but unfortunately there's quibbling going on over the no quibble guarantee.
I accept that things can go wrong and that's where good customer service comes in but there's nothing more frustrating than having communications ignored once there's a problem.
This isn't the right place to get annoyed about suppliers, these things are best deal with privately, but as I'm now forced to bring it out into the open, here is the true situation.
He was sent the wrong softbox. As a goodwill gesture, when I got the warehouse to send the right one, I said that he could keep the wrong one.
Later, he decided to send the whole lot back under the terms of the no quibble guarantee. It is the customers' responsibility in these cases to pay the cost of getting it back but, as another goodwill gesture, I got the warehouse to arrange collection and Lencarta paid for it.
When the goods arrived back the wrong softbox was missing, he'd decided to keep it, so when I processed the refund (which I did immediately) I deducted the cost of the softbox that he'd kept from the refund, which I think was perfectly reasonable. I also emailed him immediately, saying that I had done so.
He ignored this email, and emailed me to say that he had not been refunded for the full amount.
I emailed yet again, explaining the situation once again.
He then emailed the managing director, complaining about me.
The MD replied, saying that if he wants to return the softbox at his own expense then he can have a refund for that too, but if he doesn't return it then he won't get a refund.
The latest move on this is that although he still hasn't returned the softbox for refund, he has sent a recorded delivery letter demanding that we collect it at our own expense, which we are not going to do (unless of course the MD asks me to, which I hope he has enough sense not to do).
You'll see from this that his communications weren't ignored at all, he just didn't get the answers he hoped for. If he wants to dispute any of the above then I'll take that as permission to post the actual emails.
and the melting cases, but on the whole the experience has been extremely good.
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