Just a warning for those interested in the new Marshall monitors available. When I first purchased this monitor I was really impressed with the image and the awesome features it has. HOWEVER, during a shoot, the SDI went out completely on me! I had to exchange it for another one. Then during another shoot, the SDI stopped working AGAIN- this time with a distorted image! Contacted Marshall ... so far I haven't heard back from them and I'm NOT impressed.
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Marshall Monitor - V-LCD3GSDI
- Thread starter Sky77
- Start date
Marshall Electronics
DVXuser Sponsor
To the Great Community here on DVXUser:
We caught this thread about an hour after it was posted yesterday evening. Every single Marshall customer is important to us. I sent this DVXuser a private message yesterday evening, almost immediately after it was posted. Even though I work in Marketing, I gave this user my contact information (email / phone), but I have yet to receive a response. Our Western Regional Sales Manager ALSO followed up with a PM late yesterday evening, but he hasn't received a response either. He tried again this morning. We will standby.
Marshall Electronics would like it known that we do not take customer issues lightly. We do "monitor" these forums from time-to-time. No manufacturer is immune from product issues and sometimes these issues are beyond our control. Our Sales Managers, Technicians, and Support staff are more than willing to go the extra mile, even if it means trying to resolve a customer issue at 9pm on a weekend. Are other manufacturers this dedicated to their customers?
I asked this user how / when they made contact and what steps were taken, but without any information to go off, we really can't do much. Many manufacturers wouldn't bother to even take this step to fix or acknowledge a customer's issue. Regardless, I don't think it's fair to flame our brand or products without giving us an opportunity to fix or alleviate the issue.
If you scour the internet or enthusiast magazines, you will see that our new camera-top / portable monitors have received great praise from pros and hobbyists alike, including Philip Bloom and Vincent LaForet. In fact, we're finding that users are actually replacing their older Marshall monitors, which have received great use. We are definitely not new to professional LCD monitors. Marshall was one of the first companies to announce and offer a professional Broadcast LCD rack monitor more than 10 years ago at NAB.
This industry has seen a new batch of "monitor manufacturers" that have popped up in the last year or two. Some of them post in this forum. Do these other so-called manufacturers have a customer service department? Toll-free 800 number? Worldwide distribution? Where are they building their units and where are they sourced? How soon can they resolve your issue and/or replace your unit? How long have they been in business? What tradeshows do they exhibit or participate in? What is their warranty? What is their experience in Broadcast / Prosumer products? What happens if you are on the West Coast and need to contact them at 4:30pm with an urgent issue? Are they going to answer the phone? Why do they have to stoop to flaming other manufacturers? Their product should speak for itself.
These are some factors you should consider when making your monitor purchase. We are consumers and enthusiasts too. We (including our global team of distributors and reps) pride ourselves in having extensive experience in video, broadcast, and customer service.
We understand that it can be frustrating when a product is not fully functional or working to full capacity. Unfortunately, this is a 3G-SDI product and 3G is still in its infancy. Marshall was one of the first monitor manufacturers to announce and ship a 3G-SDI model. In fact, our 7.6" OLED prototype won "Best of Show" at this year's NAB. We strive to lead and innovate -- not follow.
As with any new technology, there can be issues beyond our control. If we are given the opportunity, we will do whatever it takes to make our customers happy. I encourage anyone on this forum to either PM us here on DVXuser or call us directly at TOLL FREE (800) 800-6608 or (310) 333-0606 and ask for Technical Support. We will be more than willing to go the extra mile to satisfy our customers.
Thank you for allowing us to serve you. While we know you have many options to choose from, we hope you will keep us in mind. We will do our best to resolve ANY issue -- old or new.
- The Marshall Electronics Team
www.lcdracks.com
We caught this thread about an hour after it was posted yesterday evening. Every single Marshall customer is important to us. I sent this DVXuser a private message yesterday evening, almost immediately after it was posted. Even though I work in Marketing, I gave this user my contact information (email / phone), but I have yet to receive a response. Our Western Regional Sales Manager ALSO followed up with a PM late yesterday evening, but he hasn't received a response either. He tried again this morning. We will standby.
Marshall Electronics would like it known that we do not take customer issues lightly. We do "monitor" these forums from time-to-time. No manufacturer is immune from product issues and sometimes these issues are beyond our control. Our Sales Managers, Technicians, and Support staff are more than willing to go the extra mile, even if it means trying to resolve a customer issue at 9pm on a weekend. Are other manufacturers this dedicated to their customers?
I asked this user how / when they made contact and what steps were taken, but without any information to go off, we really can't do much. Many manufacturers wouldn't bother to even take this step to fix or acknowledge a customer's issue. Regardless, I don't think it's fair to flame our brand or products without giving us an opportunity to fix or alleviate the issue.
If you scour the internet or enthusiast magazines, you will see that our new camera-top / portable monitors have received great praise from pros and hobbyists alike, including Philip Bloom and Vincent LaForet. In fact, we're finding that users are actually replacing their older Marshall monitors, which have received great use. We are definitely not new to professional LCD monitors. Marshall was one of the first companies to announce and offer a professional Broadcast LCD rack monitor more than 10 years ago at NAB.
This industry has seen a new batch of "monitor manufacturers" that have popped up in the last year or two. Some of them post in this forum. Do these other so-called manufacturers have a customer service department? Toll-free 800 number? Worldwide distribution? Where are they building their units and where are they sourced? How soon can they resolve your issue and/or replace your unit? How long have they been in business? What tradeshows do they exhibit or participate in? What is their warranty? What is their experience in Broadcast / Prosumer products? What happens if you are on the West Coast and need to contact them at 4:30pm with an urgent issue? Are they going to answer the phone? Why do they have to stoop to flaming other manufacturers? Their product should speak for itself.
These are some factors you should consider when making your monitor purchase. We are consumers and enthusiasts too. We (including our global team of distributors and reps) pride ourselves in having extensive experience in video, broadcast, and customer service.
We understand that it can be frustrating when a product is not fully functional or working to full capacity. Unfortunately, this is a 3G-SDI product and 3G is still in its infancy. Marshall was one of the first monitor manufacturers to announce and ship a 3G-SDI model. In fact, our 7.6" OLED prototype won "Best of Show" at this year's NAB. We strive to lead and innovate -- not follow.
As with any new technology, there can be issues beyond our control. If we are given the opportunity, we will do whatever it takes to make our customers happy. I encourage anyone on this forum to either PM us here on DVXuser or call us directly at TOLL FREE (800) 800-6608 or (310) 333-0606 and ask for Technical Support. We will be more than willing to go the extra mile to satisfy our customers.
Thank you for allowing us to serve you. While we know you have many options to choose from, we hope you will keep us in mind. We will do our best to resolve ANY issue -- old or new.
- The Marshall Electronics Team
www.lcdracks.com
Marshall Electronics
DVXuser Sponsor
Nine days have passed since this user posted their complaint here on 8/19/09. Since then, Marshall Electronics made several attempts to contact this user, but we never received a response. We contacted this user via DVXuser PMs. Two Marshall employees offered personal email addresses and contact information, but we never heard back from this customer. Hopefully, this user will log-on and retract his statements against Marshall Electronics. We can't help customers that don't allow us to help or investigate an "issue."
For reference on how we handle customer issues, please see the following post from a Marshall customer that is proactive on this forum. He was a pleasure to work with!
http://www.dvxuser.com/V6/showthread.php?t=181351
For reference on how we handle customer issues, please see the following post from a Marshall customer that is proactive on this forum. He was a pleasure to work with!
http://www.dvxuser.com/V6/showthread.php?t=181351
I just purchased the same monitor from B n H Photo two weeks ago. There are some serious issues with this monitor [keeps powering off, vertical lines in image, and finally yesterday when I went to calibrate the monitor I noticed that the adjustment knobs will work every once in awhile]. Even though this product is still in it's "infancy," there is a quality standard that is expected from suppliers.
This is very unfortunate. I had high hopes for this monitor and because of these circumstances I have to wait two weeks for a new monitor. I plan to do a full review of this monitor in the coming weeks. Again I'm very disappointed in the quality of the product and do not recommend to anyone.
This is very unfortunate. I had high hopes for this monitor and because of these circumstances I have to wait two weeks for a new monitor. I plan to do a full review of this monitor in the coming weeks. Again I'm very disappointed in the quality of the product and do not recommend to anyone.
Shortly after my post, I was contacted by a couple of concerned reps from Marshall Electronics. They were greatly apologetic regarding the initial service I was given and the fact that my monitor was defective. They offered several solutions to get me back up and running for my shoot TOMORROW. I appreciate the level of service and quick response on their part. So, I would defiantly say that they are more then willing to go out of their way to make all their customers happy.