Really Right Stuff On the Decline?

[roostercogburn98]

Your continued membership here on SH is a direct contradiction of your first sentence…..




I called RRS last week.
Answer on 3rd ring.
Super nice gal answered all my questions, took care of what I needed, and even sent me a selfie of her beautiful smile.

Perhaps you guys with lesser experiences just suck as a customer on the phone???

15 years later fml

 

[MPHReallyRightStuff]

Is @MPHReallyRightStuff still active on here?

He's been really helpful with me in the past.

Yes I am still here, and I often check for PMs.

I 100% agree and saw the change in Customer support. I started the Division in 2015, was on the phone all the time. It was basically my life for 7 years, nights, weekends, holidays, etc.

Since then my role has shifted, and the calls, emails, voicemails, and questions through social channels are now taken by the general service team. There was a bad period of customer relations due to some turnover but the new team doing much better now (past 4 months).

We do service over 108 countries with a small 40-50 person work force covering both SOAR and Photo. My main tip is to call and leave a voicemail if you don't get through, or use photos on email and circle the component you need if its a replacement. (This is due to there being upwards of a 100 components in each tripod/head package, there is often a mistake in communication on either side.) We will get back to you and typically make it right if a customer falls through the cracks, and yes this is a Con when it comes to working Mon-Thursday now.

Topic of the Anti-Twist flanges: We (shooters) open these tripods with force and the flanges are plastic. They are wear items, if i leg slips out the circle boss has been completely worn down, if the leg is stick the Boss has been partially rounded off and is getting stuck. We went this route so the replacement item is a $4 dollar replacement set rather than a replacement of a carbon section that splits when using metal flanges. Removing the need for a wear piece is a highly wanted as a design idea for the future.

You guys feel free to reach out to me for questions all you want. I am currently on time off moving but am obviously able to respond. My email is still [email protected] and my direct line is still 385-348-0800. Leave a message as I am on phones and in meetings most of the days.

 

[carbonbased]

sudden urge to post on birding forums, asking about the nutritional quality of every species

On such forums, I dare you to post a pic of yourself as the main focus with some NL Pures looking far off into the near distance at some little bright bird.

Next to you, butting up to the image’s frame, slightly out of focus, a bloody dove lies dead on top of a Tac table affixed to your RRS. Perhaps with a glass of next to it with a shotgun leaned up against a tree.

 

[ToddM]

They are very proud of their stuff. Look I get it, it's top quality, it's made in the US, used some of their stuff going way back for photo gear, and frankly with a lot of shooting folks, as long as you are the most expensive option, people will line up to buy and praise your stuff. Hell "buy once cry once" is basically the SH mantra. I'm sure RRS shooting sales could disappear and they probably wouldn't notice compared to camera sales.

However, even if I can afford it, I have limits to what I think something is worth, and frankly there's some RRS stuff that is almost insultingly priced. For example the $65-$80 for just the fasteners for their R-lock rails. Literally the fastener kits are more $$ than even the longest 340mm r-loc rail purchased by itself. It's hard to understand how 4 m-lok fasteners could possibly cost more than a machined 340mm r-lok rail.