Stay away from the Letus Extreme

D

Damon Jamal

Member
I just ordered the Letus Extreme because I used it in the past and it produced great results. When it arrived, it was cracked, so I called (there's no receptionist so you always have to leave a messege) and I also sent an email.

The next day, no response, so I did the same thing. Call/email.

NEXT day, STILL no response so I did the same thing again.

Finally I get an email back and they ask me to send some pictures so they can identify the problem.
(umm, it's cracked but whatever, I oblige and snap some iPhone pics and email em)

ANOTHER day passes and they send me an email stating that the front tube is cracked but that's just a protector for the lens so they'll send me another front tube and "it's really easy to install, just for screws...".

I responded about the fact that I just spent over 1,200 and couldn't they fix it themselves later and just send me a new one???

They wouldn't do this. So I got the tube and put it on. It was easy, but I shouldn't have had to go through all that particuarly since while all this back and forth was going on that date of the video shoot I needed the letus for had passed.

Anyway there's even more to this story but I don't wanna have to go through all that ... Really all I'm trying to tell the DVX and digital filmmaker industry in general is that I no longer support Letus Direct and that I urge everyone to choose an alternative 35mm adaptor for your camera. It's a nice product but with piss poor customer service that seems to care less about their customers concerns you should choose another company.

Good times though.
 
I ordered mine thru Zacuto. (fantastic customer support) That situation would make me very unhappy as well. But the title of your post should be "stay away from letusdirect" the extreme is a great piece, one of the best. Hands down.
 
Not to marginalize your experience, but I would have to say that what happened to you was the exception rather than the norm. I have an Extreme and so far Letus has always given me great services, including when I had to send in my unit for maintenance. Never had any trouble getting in contact with them, very friendly and helpful staff.
 
Letus has been replacing Ultimates recently or changing parts in them at least. I read that somewhere. I agree with the comment on Zacuto customer service. If you ever into getting a discount with them, I got the hookup!
 
Maybe the problem is Letus Direct. I only deal with Hien and Quyen directly at LetUs...they have been nothing but helpful and always have repaired my adapters for free...not even charged me for shipping. I think they have excellent customer service.
 
i think they saved you some money and waiting.. they sent u the part and u can replace it yourslef. Or you could have sent yours in, wait, and have it sent back. Would probably take much longer, i would think.
 
saturnin said:
i think they saved you some money and waiting.. they sent u the part and u can replace it yourslef. Or you could have sent yours in, wait, and have it sent back. Would probably take much longer, i would think.
Click to expand...


I dont think he should be replacing anything. If i spend $1200 on something and it comes to me damaged why should i be the one replacing stuff. You send me a brand new one no question and they should foot the bill of shipping and whatnot. I shouldnt have to be replacing a thing... even if it is easily replaceable. $1200 may or may not come easliy to most but its also about principle. why am i buying damaged goods?!

Just my 2cents
 
yah well.. hate to play devils advocate(already started). But come on, things happen in shipping, yes it sux that they didnt get back to him sooner(that is a pain in the ass no doubt).

I guess i just dont see a big deal in replacing a part that is 2 screws away. Is it inconvenient? Once again, depends how u look @ it, is your time worth money to you? Can you spend the 2 weeks for it to be sent back and forth etc etc? If you can, should have complained and sent it out.

I buy lot of expensive stuff if there is an issue with it that is not an easy fix, i send it back.
 
Have to agree with Saturnin... if the choice is they send me a part and I can do it simply in two minutes, or send it in and wait two weeks, that's not much of a choice... I don't care how much I spent on it. Don't get so hung up on "principles" that you can't see they're probably doing you a favor and saving you time by having you do it yourself.
 
its principal

its principal

sounds like the bigger issue here is not the ease of replacing the part, but the whole idea of spending $1200, getting a broken product, and the manufacturer responding (late) "well you can fix it- we will send you the part".

This isn't the Ed35, its Letus :). At this price level, its fair for to expect a seller as highly regarded as Letus, to respond withing 24 hours- "sorry about the problem- send it back and we will fix it ASAP- here is an RMA and shipping cost". And it shouldn't take 2 weeks either- to repair something this "easy" shouldnt take that long, and it should have priority as its new and came out of the box that way.

Should Letus send him a new one without getting the broken one first- of course not. What Letus might have considered is this- yes the user can fix this pretty easily on their own, but consumer goodwill is fostered when they feel the maker wants to fix it at their cost. A manufacturer repair is almost always better than user serviced.

That way Letus can check the rest of the unit to make sure there were no other issues related to what cracked it.

High and consistant customer service will keep your customer from looking elsewhere even if they find a better price.
 
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