Rosco ‘Size A’ Gobo Warning

[chris_f]

Hi All,

I own a Dedolight DP400 projection attachment that takes ‘size A’ gobos. I have purchased around 15 Gobos from Rosco Australia all in the 10cm diameter ‘size A’ and they work fine.

Just recently I ordered some ‘size A’ designs that were originally GAM designs that Rosco now sells as their own. Unfortunately they sent me 92mm instead of 10cm and they do not work with the Dedolight Gobo holder.

They are now refusing a refund, even though the Rosco Australia website states that Size A is a 10cm outer diameter. They said I should have taken it upon myself to visit the old ‘GAM’ website to figure out that the diameters are slightly different before placing my order. This information is nowhere on their website where you actually place your order. So yeah, really frustrating.

So anyway, long story short this is just a warning for others - if you are using a Dedolight DP400 do not order any gobos from Rosco that have ‘GAM’ in the title. They won’t work, and they won’t give you a refund.

Thanks guys and gals.

 

[Run&Gun]

That's a bummer. And even though it is easy to buy direct from manufacturers today(and the only option in some cases), that's a good reason to go through a dealer that will stand behind you. Also... If you used a credit card, I'd open a dispute case. If you're a good customer, there's a good chance your card company will take your side and refund you the money.

On a side note, Gobo's can be frustrating. I have an old one that is kind of my "go to" and it is no longer made(hasn't been for years). I was going to have one "custom made"(copy of this one), until they found out it was an existing pattern and they refused, even though it is no longer made.

 

[chris_f]

That's a bummer. And even though it is easy to buy direct from manufacturers today(and the only option in some cases), that's a good reason to go through a dealer that will stand behind you. Also... If you used a credit card, I'd open a dispute case. If you're a good customer, there's a good chance your card company will take your side and refund you the money.

On a side note, Gobo's can be frustrating. I have an old one that is kind of my "go to" and it is no longer made(hasn't been for years). I was going to have one "custom made"(copy of this one), until they found out it was an existing pattern and they refused, even though it is no longer made.

Yeah that’s true. In this case I ordered through the Rosco Australia website and then the local Australian Distributor was the one that fulfilled the order on their behalf. They spoke to Rosco headquarters in Texas and basically said back to me ‘that’s just the way the GAM ones are, too bad, we’re not refunding - but you are welcome to order them again in a ‘custom’ size of 10cm’ - even though the website says it should be 10cm in the first place *facepalm*

Consumer law in Australia says that an incorrect product description that results in the product not working for its intended purpose actually entitles me to a refund… so I have put through a complaint to the ACCC.

Thanks for the suggestion. I hadn’t actually considered opening a dispute case with my payment method, but that’s a good idea… I will have to see if I paid by credit card or PayPal…

Oh! That’s frustrating in your case too…. I am in the process of asking a local Gobo maker if they are willing to make these designs for me… I can forward you their details if they agree to make them for me?

cheers

 

[chris_f]

It looks like I didnt pay by credit card or Paypal on this order unfortunately.

I opened up an order form for a 'GAM' gobo on the Rosco Australia website and it clearly shows 'Size A' being listed as 100mm.

 

[Run&Gun]

That’s good that you have those protections. Even though it may be a bigger hassle than it’s worth monetarily, sometimes it’s just the principle of it. Good luck!

 

[chris_f]

Thanks very much for your support mate. Today they agreed to a refund after I sent screenshots of the incorrect product description, a picture of the gobo falling out of the gobo holder and quoted the relevant consumer laws etc.

20 emails back and forth, and a lot more escalation than I would normally be comfortable with - it should now be resolved. I must say they were quite rude about it and tried to blame it on my Dedolight gobo holder being the problem at one point. Needless to say I will never deal with them again.

The initial warning in my original post is still relevant too - they haven’t updated their product description… still states 100mm. So yeah, be careful…

Edit: Have checked the Rosco websites for other countries and all of them list the GAM designed Size A gobos as 100mm when you request a quote or place an order for them.