Atomos Customer/Tech support is Phenomenal at DVinfo.net

Jose Carlos · April 15th, 2013, 11:39 AM

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.

Carlos

April 15th, 2013, 11:39 AM	#1
Jose Carlos Regular Crew Join Date: Jul 2010 Location: New Jersey, USA Posts: 25	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. Carlos