Atomos Customer/Tech support is Phenomenal at

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Atomos Ninja / Samurai / Shogun
HD-SDI field recorders supporting a variety of codecs.

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Old April 15th, 2013, 11:39 AM   #1
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Join Date: Jul 2010
Location: New Jersey, USA
Posts: 19
Atomos Customer/Tech support is Phenomenal

I had to start this thread to mention something that is rarely discussed when you buy a product, and that is, what kind of customer support will the company offer to its customers and to what extent is a particular company willing to stand behind its products for the benefit of its customers.

I recently purchased a Samurai and had some technical issues (long story short, I was using non-supported SSDs, among other things, really stupid mistake on my part). Anyway, I shipped the Samurai to be diagnosed and was promptly informed of the problem with my SSDs (I thought they were the right kind, different models). Not only that, when I the Samurai back I was delighted to find that my old mini-BNC cables and the old battery charger had been replaced with new ones, for free! That was done without my asking, although Atomos did suggest that I try new mini-bnc cables before I sent the unit in to be tested.

Overall, the Atomos employees (Atomos_Steve, Atomos_Jenny, Mr. Ivey) were super courteous, responsive, and knowledgeable and the entire process made what could have been a very stressful situation into one where I was 100% confident that I was dealing with a company that was going to do whatever it took to make sure that my particular situation was resolved.

I love my Samurai and cannot imagine using my EX1 without it.

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