I have recently purchased a DP1 monitor from a new company called SmallHD. It's a 9 inch 720p monitor, like a Marshall, but with HDMI and true 720p resolution for under a grand. Really well built and it's incredibly sharp, the sun shade is pretty sweet too. Anyway, SmallHD has not had good luck with their batteries, I've had two die on my pretty quickly and from what I understand this has been a pretty common problem.
They have been incredibly prompt at dealing with the problem, not even messing around with RMA'ing stuff - they are just putting batteries in the mail so they can get to customers as fast as possible. You just tell em' one croaked and they will get you one as quick as they can. WOW. I was pretty impressed at how they were dealing with this but then I got this email:
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According to our records you have experienced problems with SmallHD batteries during the past year.
Videographers must be able to trust their equipment in the field. You have enough to worry about to just get the shot, much less having to deal with unreliable power sources. We know that our battery failures have, in some cases, embarrassed you in front of your clients and peers. There are no words to describe how sorry we are for putting you in this position.
Our efforts to correct this problem and support you in the field, while extensive, do not change the fact that we have let you down. SmallHD's mission is to provide unprecedented product value; however, in this instance, we did not deliver.
We have opted not to expound on this regrettable situation to any extent because we don’t want to sound like we’re making excuses. But, if you’re thirsty for this knowledge, we can fill you in. Just ask us at info@smallhd.com. Just know that through a substantial product redesign, the issue has finally been solved.
That said, talk is cheap and we prefer to be judged by our actions.
If you are currently experiencing battery problems, regardless of whether or not they are within the agreed six months warranty period, please contact support immediately so that we can provide reliable replacements as soon as possible.
In addition, we want to provide a small token of appreciation for your faith in SmallHD and your patience during this past year.
Please click on the link below to let our support staff know which of the following customer support rewards you would like to claim. More information on items 1 and 3 will be available on www.smallhd.com beginning April 12. (We know the one we would choose, but then again, you have not seen the new “DP-SLR”.)
AWARDS:
1. FREE hardware upgrade of your DP1 to the new “DP1x” hardware/firmware package ($100 Value). Includes shipping BOTH WAYS …
· Improved Image Quality (more accurate scaling/color)
· 1:1 and “auto” scaling
· Brighter Adjustable Backlight
· Hotkey Menu Shortcuts
2. FREE Voltage Converter (12v - 32v). Adapts any 12v-32v power source to power DP1. (Free shipping included).
3. $150 Discount on DP-SLR (check SmallHD store on April 12). This discount represents the lowest price anyone will ever pay for this amazing new product. Among the least of its features, it has a 5v – 18v input range for use with almost any battery. We wish we could say more. We definitely recommend waiting until you get the details before making your final decision.
4. Free battery with free shipping — No snickering.
5. $75 cash payment to your PayPal account to help fund an alternate battery solution, such as those produced by Tekkeon.
The above offer is ONLY good through April 30th, 2010. So click on the following link when you are ready to make your selection.
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HOLY CRAP! I don't think I have ever heard that from a company before, talk about customer service! Anyway, just wanted to share this as an example of a company doing it right.
Oh, and I do not work for SmallHD.
They have been incredibly prompt at dealing with the problem, not even messing around with RMA'ing stuff - they are just putting batteries in the mail so they can get to customers as fast as possible. You just tell em' one croaked and they will get you one as quick as they can. WOW. I was pretty impressed at how they were dealing with this but then I got this email:
-------START ---
According to our records you have experienced problems with SmallHD batteries during the past year.
Videographers must be able to trust their equipment in the field. You have enough to worry about to just get the shot, much less having to deal with unreliable power sources. We know that our battery failures have, in some cases, embarrassed you in front of your clients and peers. There are no words to describe how sorry we are for putting you in this position.
Our efforts to correct this problem and support you in the field, while extensive, do not change the fact that we have let you down. SmallHD's mission is to provide unprecedented product value; however, in this instance, we did not deliver.
We have opted not to expound on this regrettable situation to any extent because we don’t want to sound like we’re making excuses. But, if you’re thirsty for this knowledge, we can fill you in. Just ask us at info@smallhd.com. Just know that through a substantial product redesign, the issue has finally been solved.
That said, talk is cheap and we prefer to be judged by our actions.
If you are currently experiencing battery problems, regardless of whether or not they are within the agreed six months warranty period, please contact support immediately so that we can provide reliable replacements as soon as possible.
In addition, we want to provide a small token of appreciation for your faith in SmallHD and your patience during this past year.
Please click on the link below to let our support staff know which of the following customer support rewards you would like to claim. More information on items 1 and 3 will be available on www.smallhd.com beginning April 12. (We know the one we would choose, but then again, you have not seen the new “DP-SLR”.)
AWARDS:
1. FREE hardware upgrade of your DP1 to the new “DP1x” hardware/firmware package ($100 Value). Includes shipping BOTH WAYS …
· Improved Image Quality (more accurate scaling/color)
· 1:1 and “auto” scaling
· Brighter Adjustable Backlight
· Hotkey Menu Shortcuts
2. FREE Voltage Converter (12v - 32v). Adapts any 12v-32v power source to power DP1. (Free shipping included).
3. $150 Discount on DP-SLR (check SmallHD store on April 12). This discount represents the lowest price anyone will ever pay for this amazing new product. Among the least of its features, it has a 5v – 18v input range for use with almost any battery. We wish we could say more. We definitely recommend waiting until you get the details before making your final decision.
4. Free battery with free shipping — No snickering.
5. $75 cash payment to your PayPal account to help fund an alternate battery solution, such as those produced by Tekkeon.
The above offer is ONLY good through April 30th, 2010. So click on the following link when you are ready to make your selection.
-------END-----
HOLY CRAP! I don't think I have ever heard that from a company before, talk about customer service! Anyway, just wanted to share this as an example of a company doing it right.
Oh, and I do not work for SmallHD.