Problems with jag35...

Got the wrong part for the third time - but they are homing in on this, turns out they've raised the height of the rig - so they sent the "appropriate" part, it's just 3mm taller.

They said they'd immediately send me a second taller piece, so the parts should match. My matte box is just about maxed height-wise - hope I can squeeze a couple more mm out of it!
 
Hey Guys,

I understand your frustrations and for anyone that cares to hear it, I'd like to say this.

I'd like to apologize for our customer support. We realize that we lack in that department very much, and I'd like to explain why, so you that you guys don't think it's just that we don't care, or that we aren't doing anything to improve it. We definitely care about our customers and we're working our asses off to try and deal with every single client and get all the issues resolved. However, because of the amount of orders we are receiving, we have definitely outgrown our home based business, and huge changes need to happen so we can resolve some of these issues.

The problem we're facing now, I can honestly say is directly due to the fact that our pricing for our products wasn't structured with growth in mind. We really didn't realize how many people out there wanted/needed these type of products, so we never imagined this much grown within 6 months. My brother and I priced everything as affordable as we could possibly sell it, and make a small profit in order to employ ourselves and a couple of guys to help us fill orders and assemble, we were not prepared for this many clients and because of our pricing structure, even though we were able to afford to hire some more help, we're still very much under staffed, and it's why we're dealing with these type of problems.

Both my brother and I are faced with managing production, ordering parts and tryin' to train others to do what we do, while at the same time tryin' to figure out how to legitimately establish a company, and payroll and all these accounting and taxes and permits and other issues we know nothing about and honestly care very little about, but it has taken us away from what we like doing, shooting and designing better filmmaking tools and dealing with customer service. At the moment we have one guy, Kevin, answering most of your customer service questions, but it's just one guy tryin' to answer everyone's questions, you wouldn't believe how many questions we get hourly, and of course, he doesn't have all the answers, and sometimes doesn't understand the issues. We try to get involved as much as we can, but it's been even worst lately, so again, I apologize for sometimes going back and forth too many times, and getting it wrong. It's not that we don't care, it's just that we're under staffed.

Either way, we're working hard to get a little better organized and established so we can focus on improving our customer service, and so we can get back to re-desiging our pieces so the gear works better. Thanks to all of you who have supported us, sorry if we'd let you down, hopefully we can have an opportunity to to get it right in the future.
 
Hi Michael,

I'm sorry to say I've never seen your diagram. I'm sure Kevin is the one dealing with your emails. Just so you know, we are aware of the problem with the Tripod Plate piece, and we're definitely thinking of a re-design, it's just taking us longer than expected. Let me know if you get a replacement piece and if that doesn't fix it for you, I'll see about creating Tripod plate with two railblocks for you, and you can tell us how that performs.

- Misa
 
Misa,

Thanks for taking the time to post a note here. I hope that your business in the future does afford you to hire a larger staff to deal with the support and service for your products... high demand for what's being sold usually isn't a problem in the eyes of most business owners :) but I can see how it overwhelmed a small operation such as yours.

After the bellyaching some of the users and myself have done, ultimately I'd say that we are glad that there is an affordable option in jag35. That said, slight price increases to offset your costs for staff hiring/management would be worth it in my opinion, which is worth as much as it cost me to write this post.

Having a presence here and on other forums would be greatly encouraged (some vendors do this currently, and I'm sure users could attest to the convenience of this, not to mention the appreciation of the business going to the user, not the user going to the business) so I hope to see you here again.
 
Misa said:
Hi Michael,

I'm sorry to say I've never seen your diagram. I'm sure Kevin is the one dealing with your emails. Just so you know, we are aware of the problem with the Tripod Plate piece, and we're definitely thinking of a re-design, it's just taking us longer than expected. Let me know if you get a replacement piece and if that doesn't fix it for you, I'll see about creating Tripod plate with two railblocks for you, and you can tell us how that performs.

- Misa
Click to expand...

hey Misa -

I did manage to get my rig sorted out and it's pretty sturdy now. You can get more details on this thread.

And you guys generally answered within 24 hrs; whenever you sent the wrong part, you gave it another shot and when I asked about returning parts, Kevin always told me "keep it" - so your service was responsive, just not knowledgeable about your gear.

(Though I have to say, adding one focus gear to an order and seeing shipping jump ten bucks did send me to RedRock!) You guys have a good niche; I bet there's a lot of job-seekers with management, accounting, and general business-side experience out there - if you can find the time to find 'em!

Good luck, you're on the right track with pricing and finding the cost vs. utility sweet spot.
 
Michael Carter said:
(Though I have to say, adding one focus gear to an order and seeing shipping jump ten bucks did send me to RedRock!)
Click to expand...

Hey Michael, I will definitely take a look at our shipping calculator. it's been a work in progress for a while. It's so hard to get it just right. Because we deal with national and international orders as well, it's so hard to get the balance just right, so that if your local you don't have to pay so much in shipping, but at the same time, if your on the other side of the world, you get charged correct shipping, instead of us eating the shipping charges, which has been the case for the most part so far. We are working on a proper shopping cart, and we will definitely have better control and better options for shipping. We're hoping to launch it soon.
 
hmmn

hmmn

I ordered my field runner and follow focus knowing it would take a few weeks to get, the JAG35 team were helpful and prompt with their responses and so far the kit has worked great for me.

I think just try to understand the lead time on the shipping and you won't be so disappointed, and again I've had no issue with the product I received.
Except when I took a chunk off my finger with the locknut (my fault), and even after posting that on Twitter Misa asked if I was ok. Haha, now that's customer service.

So to add some balance, I've had no problems with JAG35.
 
This post is a good find for me since I have been looking at rig options for a while. I'll definately make a purchase before christmas and Jag35 was one of the options. It still is, but customer service and accuracy is very important to me. I have heard good things for handy film tools (www.handyfilmtools.com I guess) about customer services. Also their rig looks nice but definately more expensive than Jag35 stuff. Still worth a look. Please share your experiences about Jag35 and others. I really need some serious advice.
 
I'm having a similar problem. I placed my order Monday planning on having it for this weekend. (I only live about 45 minutes west of where they are located) I emailed yesterday and asked on an update on my fieldrunner, got a reply today saying they're not shipping it because the d3 focus isn't in stock. I wish I would have known that ahead of time that they were going to not ship my main thing I ordered because of a missing small accessory. Got an email today saying they could ship separately but would have to charge for shipping twice.

I kinda feel like $32 is enough to cover shipping 45 minutes west to Hollywood, even if one small thing has to be sent separate. But then again, maybe they're shipping super pimped out Fed Ex deluxe or something.

I'm going to have to find out another solution for this weekend and asked to have the order canceled and charges reversed. There's a good chance I'll end up buying one anyways, but if I find a local used one for sale I might just do that.
 
Oh just read Misa's reply here.

Congrats on your business growing so quickly. I guess from my experience my suggestion would be to just let customers know that a big item will be held back because a small item isn't in stock. There's a chance this was said somewhere, but if it was, I totally missed it. So in that case, maybe make it more obvious.

Also taking feedback here on the forum like you're doing well definitely help improve your product.
 
Simply didn't ship and wasn't up front about anything

Simply didn't ship and wasn't up front about anything

True story:
Ordered Shoulder Rig on Sept 18th (SAT) -through website using PayPal
Told 6 orders were ahead of mine waiting on couterweight OCT 4th
Told on OCT 14th they were shipping my unit next week on Tues or Wed
OCT 20th (the following Wed) still nothing, no tracking number or product shipped.
Requested refund OCT 21st
Refund processed on OCT 25th

Emails were replied to usually within 24 hours, they were polite, always.
They simply didn't follow through with anything they owed me and I went 5 weeks with promises that were not followed through with.
Not bad people, just bad inept businessmen.
I'd still give the product a go, if I could buy it retail. Don't order through them. Your order will process and be charged. Product may or may not be sent out.
 
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