INDISystem Notice

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digitalskylight

Active member
Hey everyone,

About a month and a half ago, I sent off my old rig to Tim to get some updates done on it, as well as have my mattebox fixed. Unfortunately since then, I've felt like I've been given the run-around. I've called numerous times, left messages, emailed him, etc. The three times I've managed to get him on the phone over the past three and a half weeks has resulted in promises of "shipping it out in two days." The result has been no tracking number, no package, and no answer when I call back (although the past couple of times he has told me "Sorry" and "We will be shipping it out very soon").

I understand that he's a busy man, and I've patronized his business for the past year and a half now. However, this is ridiculous. I've never had this many problems with getting an order fulfilled with IndiSystem or any other company before, nor have I felt at such a loss in dollar-value (it's about $700 in gear that I sent back to him to get fixed/replaced). I know some people have had great service with Tim, as have I in the past. It sounds like more people are complaining about the service now, though, and I wanted to let people know about my issues as well.

It's quality equipment at a great price, but the service and speed is lacking when you need things the most. I would advise others to avoid IndiSystem equipment.

Do you think the Better Business Bureau can help me out? $700+ in equipment is not something I can simply shrug off as a loss.
 
just tell him to send it back to you even as is if he cant repair it.

What was broken exactly?
 
The INDImatte he shipped to me a few months back wasn't functioning properly- it was off-centered (from the mould I think), and the brows weren't cut evenly. My DSLR SM rig also was having problems staying bolted down tightly, so he said he would update it.

The problem is that I can't get in touch with him to even send back the products. He has stopped answering his phone when I call and never responds to my emails or voicemails.
 
Im in a similar situation with indisystem... sigh.
I'm staying positive but its tough with no communication. Heres to hope!
 
Gotta mention... Got my Indisystems Mini and snap gears last Tuesday after several calls and emails. He shipped it overnight and all is cool. I'm guessing he is just overwhelmed with such good prices. Maybe if he raised prices just a tad and hired someone to help it would be better?
 
Hey ATL,
How long was your actual wait? I ordered the same thing and some rails. I'm going to get back on that phone and start dialing haha!
 
I just go through to Tim on the phone. There's a holdup on the Snap gears. They should be in and orders should be shipped by next Tuesday or Wednesday. He was willing to break up my order (that I placed this Tuesday) and ship what was available now already. He was also willing to overnight my order when the Snap gears come in. As others have suspected, I'm guessing that Tim is just backed up on orders and parts (coming from UK). Unfortunately, his automated system charges your card as soon as you place the order :shocked:
 
Thanks for posting that Dalton, good to know. I ordered the mini and ULTRAcompact on the weekend, my order is still at the processed stage. All this chatter was making me a bit nervous, but I don't mind waiting two weeks considering the price. A similar rig from the company I'd ideally buy from is 5 times the price.
 
Just had a discussion with Tim. He finally hired staff and is gearing up to have proper communication and solve all complaints and move forward with a huge summer and fall.
It is no longer a one man show which is good news for everyone.
 
Thanks for the heads-up on that. I just ordered the slider, rails and FF, so it's good to know their making strides in customer service.
 
I wanted to echo the sentiment that Tim is communicative. I just spoke with him for the first time today.

I was on the fence about ordering the Ultracompact from Indisystem after reading the last few months worth of posts about the service. I decided I would call just to see how things are going and if production is to a point where I can expect to get the product soon. I am so glad I called Tim! I feel much more at ease now after speaking to him. He answered on the first ring, was genuinely enthusiastic to assist me and assured me that my product will leave his facility on Tuesday to meet my particular schedule. He answered all my questions and was extremely helpful and friendly. It was exactly what I needed to hear to earn my business.

I realize that many people have had bad experiences with him in the past. Based on what I have read and heard, it looks like he has some help and is committed to his business and his customers.

Either way I will post a follow up, my rig should arrive on Thursday.


PS. He mentioned that everything is pretty much in stock except for the Snap! Gears which (as mentioned previously) will be back mid next week.
 
Last edited:
DanLiffick said:
Hey ATL,
How long was your actual wait? I ordered the same thing and some rails. I'm going to get back on that phone and start dialing haha!
Click to expand...


Let's see... I ordered on the 1st of May...
It arrived at my door just over 3 weeks later.

I'm very glad to hear Tim has hired some help.. He's one great guy, with a great product. I wouldn't hesitate to buy from him again.
:thumbsup::thumbsup:
 
holy crap! i emailed a couple hundred times but he never got back to me. called him 3 times, didnt answer. fourth time, he answered. told him what i wanted, sent me a paypal invoice, paid for item. item didn't ship out till a week later, arriving later today.

massive pain reaching, but does seem like a nice guy. am planning to FF and indiSlider soon but every time i read threads like this i get nervous. However, now that he has a staff, i feel more confident in going through with order :)
 
So....I ordered the indislider a week ago and it shows up as "processed" under my account on the website. I also ordered the indiRAILSpro DSLR™ 18, indiFOCUSmini™ the same night as a separate transaction, but that order doesn't appear on my account page. I was charged however for both orders...thoughts?

And yes, I have sent several emails asking for confirmation.
 
Thanks for the suggestion. Tried. Several times and got a recording, but I didn't want to leave a long-winded message. Next time I will.
 
remember to keep login to the website and check on your order status, happened to me one day and it was shipped according to the site.

but i had to bug tim a lot via phone/e-mail; never got any response back.
 
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