Lencarta Problems or contact.

asphotographymk

asphotographymk

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Hi Guys. I have a few Lencarta heads in the studio and they have always worked great. One head which i have had not had for a while has cracked along the mount swivel meaning it does not lock into place and always points to the floor. The crack is clearly a weak point on the design or a flaw on this perticular item. I think in general Lencarta quality is excellent so i was surprised this would happen.

Anyway i contacted Lencarta on the support@lencarta.com email 4 or 5 times before getting response from Garry (who i am aware is around here often). He said they should have a replacement part and will get back to me.... This was the 16th August and since then nothing. No reply to my emails, no replacement part nothing.

I have to say this is disappointing customer service to say the least.

My question is have any others had similar problems with lencarta with regards to lack of response?

And does anyone have any other contact details for them?
 
Garry posted here recently that they were going to be difficult to contact during their move to new premises, I can only assume that you've been caught up in this I'm willing to bet Garry will see that your sorted quickly :)
 
I hope this is the case as what ever i try i get no reply. Calls and emails. To be told something will be sorted and weeks later still nothing is very disappointing either way however.
 
Anyone? I would love to get this sorted. No answer on the phone a few times and support email is being ignored.
 
I'm sorry that you've been kept waiting, however...
1. We now have a landline at the new warehouse, but prior to Friday afternoon all that we had was calls diverted to my mobile, and reception there is lousy, so a lot of diverted calls have been lost. People who have left voicemails have been called back, that's the best we were able to do until the landline was installed.
2. Although we now have the landline, we can't divert calls from it out of hours yet.
3. We're in the process of moving a lot of little bits and pieces, parts etc, from my studio to the new warehouse. This will happen during the next few days, meanwhile everything is packed up and inaccessible
4. Emails do get answered, but only when I get them - right now the server is down and I'm not getting any emails and the website is down. We were promised that this would be fixed yesterday but it's still down.

In short, we're doing our best but have to ask people to bear with us until these problems have been resolved.
 
Garry. Thank you for getting back to me on here. If you could email me on info@as-photography.co.uk so we can get this sorted that would be great. As it happens i noticed the same part on one of my other heads is also looking very weak around the screw point and 1 of the stands has also cracked around the one of the locks.

While i fully understand its all a little up in the air this has been an onging issue and i was told it would be sorted early August. Even during changing times customer service still needs to be maintained if you wish to keep customers. It may be time to think of a plan B for communication if so much is down?

I just want to add to everyone that up untill now i have been more than happy with the products and service i have had from Lencarta i just think the move has put them back a few steps and a few things need to be improved during the move.
 
Well yes, the move has caused inevitable teething problems, but we're now hopefully only days away from being much more efficient than ever before. The website/server problem, which is infuriating, is unrelated and totally outside our control. There is in fact a backup server, but for some reason the backup has failed to kick in. The boss is dealing with the server problem, I've taken the weekend off, there's more to life than constant work.

I'll email you tomorrow night from my private email addy if the server is still down.
 
Thank you Garry. I look forward to the email and hopefully getting the faulty items fixed asap.
 
asphotographymk said:
Thank you Garry. I look forward to the email and hopefully getting the faulty items fixed asap.
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Sorry, but I've got the flu and am feeling more dead than alive:(
Please either ring Lencarta and get someone else to deal with it, or give me a couple of days.

I can't afford to be ill, so will be up and running as soon as I can
 
I have to say Lencarta have given me some of the very worst customer service i have ever experienced . To be honest i really do not care if they are moving premises, if someone has the flu or if Jesus Christ is the new managing director. I have a faulty product and it should be sorted. I was promised a replacement part which was never sent and all emails are ignored and phone calls never returned. Lencarta was very fast to respond when i wanted to place an order and to take my money however now that the items are showing how badly made they clearly are I am being ignored. Terrible service.
 
ding76uk said:
I fail to see that as childish, just voicing his disatisfaction.
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Agreed. There are other posts of dissatisfaction in the suppliers thread so I don't see a problem with this - particularly as the OP had been promised it would be sorted and it still hasn't been 6 weeks later.

It might be worth posting this is the suppliers section though
 
The part has been sent and will be delivered tomorrow.
The OP is entitled to be dissatisfied, even though he knows that there have been very good reasons for the delay and knows that, in a fairly small Company with limited staff numbers, moving premises is a very major undertaking and that even the best of us cannot work 18 hours a day, 7 days a week indefinitely.

What annoys me a little is that, on the phone, he is reasonable and courteous and has said that he perfectly understands - and then says the opposite on this forum. His perogative I suppose...

I'm sorry if my personal efforts haven't been good enough, but I really do try my hardest.
 
Difficult to comment on the rights and wrongs of this without the full story from both sides, however Garry I am sure the Op is reasonable and understanding on the phone, as during the conversation he would feel his query/complain is being dealt with, and if the OP is like a lot of people, would try and avoid a confrontation as ultimately it rarely gets you anywhere.

It seems this boils down to communication, there was a problem and the OP could not get hold of anyone to get it resolved (or did not feel the problem was being addressed in a timely manner, again I obviously do not have all the facts for this issue). The warehouse move and illness must be a factor, but probably does not excuse no replies to emails/messages etc. However, I have not heard bad things on here about Lencarta before, Garry is very responsive on this website, so let's hope it was just one of those unfortunate incidents where things went wrong, resolution did not go to plan but is all sorted now.

Onwards and upwards? Op and Lencarta bury the hatchet? (preferably not in each other!)
 
Garry Edwards said:
The part has been sent and will be delivered tomorrow.
The OP is entitled to be dissatisfied, even though he knows that there have been very good reasons for the delay and knows that, in a fairly small Company with limited staff numbers, moving premises is a very major undertaking and that even the best of us cannot work 18 hours a day, 7 days a week indefinitely.

What annoys me a little is that, on the phone, he is reasonable and courteous and has said that he perfectly understands - and then says the opposite on this forum. His perogative I suppose...

I'm sorry if my personal efforts haven't been good enough, but I really do try my hardest.
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Yes 6 weeks ago i was understanding. Since however i have not had a single response or returned phone call/email. Infact i only know that a replacement part has been sent thanks to this thread. I am very thankful this has finally been done however it is yet to arrive so we will see when that happens. If you are accusing me in some way of being two faced in my feelings i can assure you this is not the case and if you see my last emails or return any of my phone calls you will see i am clearly very dissatisfied with the service. I have not had so much as a confirmation email or apology and so far i am still waiting on a replacement part.

While i understand a move is a big deal i do not see why as a customer that should make a difference to me and why the level of service i get as a customer should suffer. I really do not understand why this would effect the company's ability to respond to me or call me to let me know what is happening. I also do not expect anyone to work 7 days a week 18 hour days, this is an irrelevant comment as i have been waiting weeks for this. I truly belive if i had not started this thread i would still be ignored. Infact even with this thread my emails are still being ignored. :bonk:


Can i add I think getting annoyed at bad service after such a long time is more than reasonable.
 
Paule23 said:
Onwards and upwards? Op and Lencarta bury the hatchet? (preferably not in each other!)
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It is nothing personal to me and as soon as the item is fixed then it is done. As i said i am still waiting on this part or a phone call/email but lets hope this can be done asap.
 
asphotographymk said:
Yes 6 weeks ago i was understanding. Since however i have not had a single response or returned phone call/email. Infact i only know that a replacement part has been sent thanks to this thread. I am very thankful this has finally been done however it is yet to arrive so we will see when that happens. If you are accusing me in some way of being two faced in my feelings i can assure you this is not the case and if you see my last emails or return any of my phone calls you will see i am clearly very dissatisfied with the service. I have not had so much as a confirmation email or apology and so far i am still waiting on a replacement part.

While i understand a move is a big deal i do not see why as a customer that should make a difference to me and why the level of service i get as a customer should suffer. I really do not understand why this would effect the company's ability to respond to me or call me to let me know what is happening. I also do not expect anyone to work 7 days a week 18 hour days, this is an irrelevant comment as i have been waiting weeks for this. I truly belive if i had not started this thread i would still be ignored. Infact even with this thread my emails are still being ignored. :bonk:


Can i add I think getting annoyed at bad service after such a long time is more than reasonable.
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That's a bit strange, according to the tracking info it was delivered today at 1453 and you signed for it.
 
Garry Edwards said:
That's a bit strange, according to the tracking info it was delivered today at 1453 and you signed for it.
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No it was not. That is just a straight out lie now. Please feel free to post this on here with my name and signature on.
 
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Garry Edwards said:
That's a bit strange, according to the tracking info it was delivered today at 1453 and you signed for it.
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I would really like to see this so called tracking info as i find questioning my honesty in this way very insulting.

:thumbsdown: 2 more emails sent today and no reply.

So back to my first question. Does anyone know of a way i can actually talk to someone?
 
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I understand that Lencarta want to have a specialist photographer as their customer service, and i think that its a great thing for them to have, however for simpler matters, surely it would make sense to have a more regular customer service agent, who works regular hours, to handle such simple matters in a prompt way, so that if Garry is shooting, ill, on holiday or otherwise, customers can still get in touch? Garry presumably wouldn't mind the reduction in his workload either :eek:)

There's been a few threads along these lines recent, with a real impact on several people's businesses, all of whom have placed their trust and investment with Lencarta. If you want to be taken seriously as a professional manufacturer, I think that this is going to have to be a given.
 
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I am looking to update my lights in the new studio from my older Elinchrom set up to Lencarta or possibly the new iLux brand, so this thread has been of real interest.

As Dave mentions this really does impact on businesses and we need suppliers that can provide a reliable service with both supply and repair. As with anything you only find out how good a supplier is when you get a problem.

I hope this is resolved quickly for you Andy. What model of light has the issue if you don't mind me asking?
 
itsdavedotnet said:
I understand that Lencarta want to have a specialist photographer as their customer service, and i think that its a great thing for them to have, however for simpler matters, surely it would make sense to have a more regular customer service agent, who works regular hours, to handle such simple matters in a prompt way, so that if Garry is shooting, ill, on holiday or otherwise, customers can still get in touch? Garry presumably wouldn't mind the reduction in his workload either :eek:)

There's been a few threads along these lines recent, with a real impact on several people's businesses, all of whom have placed their trust and investment with Lencarta. If you want to be taken seriously as a professional manufacturer, I think that this is going to have to be a given.
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I have been saying this for a while . I'm sure that Garry's time is stretched covering both of his roles . A sales / customer service orientated person would be of great benefit to them . Somebody with the basic knowledge to help and advise people , with Garry stepping back to take a role in a technical department . As lencarta grow in size so they need to in all areas . I know that overheads are crucial if they want to maintain a good gross profit and paying somebody 20k a year or so for the role would have to be seriously considered , but imagine how much more happy customers would be if they could pick up a telephone and speak to a " customer service manager " who could inform them of the right tool for the job , help with the " I have a slight problem " . All this at a regular time of the day . I'm sure that this would benefit all parties involved and even increase lencarta's sales .
 
Adam_K said:
I am looking to update my lights in the new studio from my older Elinchrom set up to Lencarta or possibly the new iLux brand, so this thread has been of real interest.

As Dave mentions this really does impact on businesses and we need suppliers that can provide a reliable service with both supply and repair. As with anything you only find out how good a supplier is when you get a problem.

I hope this is resolved quickly for you Andy. What model of light has the issue if you don't mind me asking?
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As far as the gear is concerned then i would have recommended them without question. However with this terrible service i will never be buying Lencarta again. Still to this dfay i have not had a single response despite Garrys claims. The fault is with the UltraPro 600 head. The fault is aculatu the swivle so very ease to replace with only a few screws however i need to have the part to fix it. The light stands have also shown very poor quality splinting around the bolts.

I was looking to order a Safari kit next week but will be looking at the alternatives now. It seems Lencarta have no real desire to keep hold of customers and create repeat business.

As others have said this really does have an impact. We are a very small studio without hundreds of options whe it comes to equipment and while we do have back up heads losing 1 more head is a big deal.
 
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itsdavedotnet said:
I understand that Lencarta want to have a specialist photographer as their customer service, and i think that its a great thing for them to have, however for simpler matters, surely it would make sense to have a more regular customer service agent, who works regular hours, to handle such simple matters in a prompt way, so that if Garry is shooting, ill, on holiday or otherwise, customers can still get in touch? Garry presumably wouldn't mind the reduction in his workload either :eek:)
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So do they not have anyone working full time on customer service and customer issues. That to me is just crazy. No wonder they give such terrible service.
 
Mods. As this is more about service rather than equipment i feel this would be more suitable for either business or suppliers section. Could we please move?
 
To update, i have now had a reply. Still waiting on the part so lets see what happens with that.
 
Thanks for the info Andy, I hope it is resolved shortly for you.
 
richardhurst said:
I was about to order my 2nd set of Safari Li-ons but this has made me change my mind and have just ordered Elinchrom Quadra Rangers instead.
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I have placed an order for the same. Service means a great deal to me.
I have had a few days off but belive I have a package waiting for me with the replacment oart at last. So long ss the part us virrect it should be sorted......... at last.
 
Well the good news is i have the replacement part. Not so much as a sorry for the faulty product or terrible service but it is fixed at last. 2 months to send 1 small part, say no more.
 
Good news that you finally have a fix . Just a shame that it had taken so long , and you were disappointed at the service . A real shame as Garry has been very helpful in the past with myself . Whether the move has caused a lot of issues or not is unknown . I just hope that Lencarta ( not aimed at Garry . ) will learn from things like this , and sometime in the near future recruit a customer service manager .
 
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