Gitzo’s crowdsourced Legende tripod and backpack collection has hit another snag: the corporate has delayed delivery the product for one more three months to handle aesthetic injury. What’s worse, the corporate’s poor communication has led to a deluge of dissatisfied feedback and calls for for refunds.
On June 7, Gitzo posted an update to its IndieGoGo marketing campaign that knowledgeable backers of a difficulty that may delay the cargo of each the tripod considerably.
“Due to your feedbacks we discovered that very often, throughout packing and transportation phases, Légende tripod may endure minor aesthetic damages on restricted product surfaces and on aluminum lock knob,” the corporate writes. “Albeit this received’t have an effect on any performance of your tripod, we take all these inquiries very critically as a part of our dedication to ship premium product to our loyal backers, thus we’re implementing a packaging improve and a few enhancements to ship merchandise in impeccable situation.”
This aesthetic difficulty was seen in PetaPixel’s review of the Legende tripod and backpack: scuffs and scratches had been seen on the tripod proper out of the field.
“Whereas we implement the brand new delivery pack, we predict it’s finest to pause supply and recall outbound shipments and repair it instantly. This can delay remaining shipments of about 3 months most, we respect your persistence,” Gitzo continues. “As typical, we are going to replace you on nation checklist and monitoring quantity notification and our customer support will all the time be out there to maintain you up to date about progress and to tell you about your present cargo.”
This delay alone wouldn’t essentially be trigger for alarm, however Gitzo’s poor communication up to now has backers on excessive alert. Final month, Gitzo suddenly took down all references to the Legende tripod and backpack from its firm web site, main backers to imagine it had been discontinued earlier than it even shipped. To make issues worse, the corporate refused to publicly reply why this was occurring in feedback posted to the IndieGoGo marketing campaign. As an alternative, an organization consultant repeatedly responded with the identical similar assertion:
We’re very sorry you missed that. Should you’d wish to obtain additional info please write us at [email protected] and can comply with extra updates on this.
Repeated inquiries by PetaPixel to that e mail tackle in addition to different factors of contact weren’t answered previous to publication, however three days later, a Gitzo consultant finally responded and mentioned the corporate deliberate to place the 2 merchandise again on its web site after the marketing campaign backers acquired their shipments in July.
That timeline is prone to shift because the tripod is delayed till at the least September.
Even with this response, backers have been dissatisfied with how Gitzo is dealing with communication and it has led some to name the marketing campaign a “rip-off” in a lot of involved emails despatched to PetaPixel. The comments on the campaign paint an analogous story, with a number of stating they’ve determined to recoup their funding by disputing the cost with their banks as Gitzo seems to disregard the requests despatched on to them.
“As others have mentioned, when you ship Gitzo an e mail, you may’t count on a reply,” one backer writes. “They don’t appear to answer to all feedback, as you may see from the replies from Gitzo within the feedback right here. In my case, Gitzo promised that they’d inform me of the supply standing by tomorrow, and it’s been a number of days since then and I nonetheless haven’t acquired any e mail.”
He continues: “The dearth of a correct response, whether or not it’s a remark right here or an e mail, might be one of many explanation why Gitzo has misplaced the belief of so many individuals.”
Some customers have reported that they’ve acquired the tripod, nevertheless it’s unclear what number of Gitzo has really mailed out. Some who bought a “tremendous early chook” worth tier report that they haven’t acquired it, for instance. Worse, one consumer discovered the tripod listed on a Chinese site for immediate purchase, which led them to query the validity of Gitzo’s claims as to why the tripod is delayed.
Basically, many backers imagine that their expertise has vastly tarnished the model’s status.
Gitzo didn’t reply to a request for remark.