Jeff B
Active member
I would like to write about a good experience with a merchant. So often people only take the time to write a post about a bad experience with a merchant. Understandably, it is done out of anger and as a warning to others.
I was looking for a company to make a custom cable for my HVX200. I wanted a short mic cable with black right angle XLR Neutrik fittings on each end. The company I had done business in the past with did not stock those fittings and required a minimum order of 10 fittings as a special order. I only needed two fittings so this was not a feasible option. The name markertek.com came up several times as I browsed through the discussion boards, so I gave them a call.
I ordered the custom cable to be 11 inches in length from the center point of the pins on each fitting. I selected ground shipping as I did not need the cable for several weeks. When the cable arrived it was 17 inches from the center point of the pins or 12” of cable from boot to boot. I called the sales person, Ryan Young right away and explained that the cable was the wrong length and that I need the cable right away for a shoot in a few days.
Here is where the story could have been one of negative posts. Ryan and I discussed the cable length again and since I now had two Neutrik fittings in hand I was able to determine that exactly 6 inches of cable from boot to boot would be a better way to describe the order to the technician making the cable. They made the cable right away and shipped it overnight to meet my production schedule.
They charged me for the new cable but did not charge for the shipping. Ryan called a few days later to make sure I got the cable and to let me know that I would be receiving a full credit on my card for the original order including shipping and could keep the original cable as well. I was expecting a long process of shipping the cable back and waiting weeks for a refund... This was a pleasant surprise. The longer cable is now in my “Macgyver” tool box waiting for that unexpected moment when I need a stick of gum, a bobby pin and a short XLR cable.
I always take into consideration that mistakes happen and the mark of a good business is how mistakes are handled. This was not a perfect transaction, but it is an example of good customer service.
Here is a picture of the cable - and my dusty camera. They create a new item number for each custom order so if you want to copy this idea just use the item number. The 6 inch cable in the photo is item number SC6INXAXJA-B and the 12 inch cable that they originally sent is part number SC1XAXJA-B. They are about $27.
** I do not work for Markertek and do not receive any compensation from referrals. I wanted to share this story with the dvxuser family so they do not have to waste as much time as I did looking for a camera mounted shotgun mic cable to fit their HVX.
I was looking for a company to make a custom cable for my HVX200. I wanted a short mic cable with black right angle XLR Neutrik fittings on each end. The company I had done business in the past with did not stock those fittings and required a minimum order of 10 fittings as a special order. I only needed two fittings so this was not a feasible option. The name markertek.com came up several times as I browsed through the discussion boards, so I gave them a call.
I ordered the custom cable to be 11 inches in length from the center point of the pins on each fitting. I selected ground shipping as I did not need the cable for several weeks. When the cable arrived it was 17 inches from the center point of the pins or 12” of cable from boot to boot. I called the sales person, Ryan Young right away and explained that the cable was the wrong length and that I need the cable right away for a shoot in a few days.
Here is where the story could have been one of negative posts. Ryan and I discussed the cable length again and since I now had two Neutrik fittings in hand I was able to determine that exactly 6 inches of cable from boot to boot would be a better way to describe the order to the technician making the cable. They made the cable right away and shipped it overnight to meet my production schedule.
They charged me for the new cable but did not charge for the shipping. Ryan called a few days later to make sure I got the cable and to let me know that I would be receiving a full credit on my card for the original order including shipping and could keep the original cable as well. I was expecting a long process of shipping the cable back and waiting weeks for a refund... This was a pleasant surprise. The longer cable is now in my “Macgyver” tool box waiting for that unexpected moment when I need a stick of gum, a bobby pin and a short XLR cable.
I always take into consideration that mistakes happen and the mark of a good business is how mistakes are handled. This was not a perfect transaction, but it is an example of good customer service.
Here is a picture of the cable - and my dusty camera. They create a new item number for each custom order so if you want to copy this idea just use the item number. The 6 inch cable in the photo is item number SC6INXAXJA-B and the 12 inch cable that they originally sent is part number SC1XAXJA-B. They are about $27.
** I do not work for Markertek and do not receive any compensation from referrals. I wanted to share this story with the dvxuser family so they do not have to waste as much time as I did looking for a camera mounted shotgun mic cable to fit their HVX.
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