I am in the same boat as many on this forum, wondering about which tripod to purchase. I decided to order a Feisol 3342 on 6/8/09 from Feisol USA. After further research I came to the conclusion that I should have ordered the Feisol 3342 for my D3 and 300mm f2.8 AFS. I emailed Feisol and the reply I got was that they would be happy to exchange the3342 for another tripod. No mention of a refund. I emailed them again asking if I should refuse the Fedex delivery or accept the tripod and then ship it back. I did not receive any reply. I decided I wanted a refund and not an exchange. With Gitzo’s rebate and free shipping form B & H, the Feisol was only about $90 less. I emailed again asking for a RMA number and if I should ship it back or simply refuse delivery and no reply again. I am starting to think that I am stuck with the Feisol tripod and what good is a warranty f I am ignored before I even receive the product?
It is a shame they have not communicated with you to your satisfaction. I found that when I dealt with them back in 2006 a little patience was needed (something some would say I am in short supply ). Both individual’s I found traveled a lot and would answer email at all hours of the day or night. If you decide to remain with Feisol you may want to contact Kerry at www.reallybigcameras.com He is great to work with and very responsive.
As for you changing from a 3342 to what I believe a 3372 you are correct that a Gitzo isn’t much more depending on the model you are considering. Just as a point Gitzo does not make a series 4 CF tripod which is what the 3372 is (37mm). However, they do make a Series 3, which would probably be the best of both worlds. Light enough and compact enough for travel and sturdy enough for larger camera/lens combos. Many here use the GT-3541LS or the mountaineer version with a column.
I am sure you will here from Feisol USA soon. Good luck in your decision.
Really bad business on their end. Their customer service must have really taken a turn for the worse. I agree call cc company and they will verify that the pod was sent back and credit you the disputed amount.
From the Contact Us page: "As part of our ongoing effort to bring you the high-quality FEISOL products at affordable prices, we have decided not to dedicate staff exclusively to telephone support. However, we will be happy to have one of our sales professionals speak with you by phone and request that you please contact us via e-mail to let us know when we can best call you.
Thanks for your patience..."
Wayne, did you try phoning them? Was there a phone number on your order confirmation as there is none on the web site? How much time passed between placing the order & canceling it? Do you expect to pay the shipping costs?
Wayne, obviously you don't want to say when you canceled your order so one may presume that it was a few days after ordering, maybe after it was already shipped.
In fairness to Feisol USA:
- in your original post you wrote: "I emailed Feisol and the reply I got was that they would be happy to exchange the3342 for another tripod. No mention of a refund" - did you say specifically that you wanted to cancel the order? How long did they take to reply?
- their Return & Exchange page says: "In case you shouls still be unhappy with your purchase, for any reason, you can return it to FEISOL within 15 days of receiving the item... Note: We cannot refund shipping charges"
- "It took Feisol USA 8 days to ship" - you said you placed your order on the 8 of June in post #0 or on the 9th in post #9, we don't know at what time your order was placed but it took less than 8 full days for you to receive the tripod, not 8 days for Feisol USA to ship.
Going to the Fedex Groud Service transit time map & using Feisol USA's warehouse zip code (28409), it can take 1 to 7 business days to receive the package not including the day the package is shipped depending on your location:
OTH if they limit their customer service to email as much as possible, it's easy to change the MX record (Mail exchanger record) or to setup any other type of backup solutions to prevent communication delay problems like you had if their sever is down.
Like I said before I could not cancel the order. If Feisol USA does not respond it is like one hand clapping. I requested the order be cancelled on 6/15. It looks like you are a fan of Feisol USA and defending them. In this day and age, this type of service is unacceptable.
The Fed Ex map indicates 5 days to my state not 8.
"The Fed Ex map indicates 5 days to my state not 8" - We still don't know the exact day & time you placed your order but let's presume it was on the 9th in the afternoon: counting from the following day, Feisol USA took two days to process the order and according to Fedex Ground they took 5 business days "not including the day the package is shipped" to deliver it, so receiving the tripod less than 8 full days after you ordered it seems reasonable.
The questions are: 1- how long did Feisol USA took to process the order and 2- how long did Fedex Ground took to deliver the package.
These would be easy to answer precisely: just look at your payment receipt for the date & time & use your tracking number for the day & time the order was received & picked-up by Fedex.
Latest update on my problems with Feisol USA. I received an email about my refund, but now they are no longer responding to my email and the phone number goes to voice mail. The returned tripod did arrive at their NC location.
14 days since Feisol USA received my returned tripod and spikes, yet no refund and no response from Feisol to several email messages or phone calls until today. I did receive a phone message that my refund would be processes today. If I do receive the credit, this will close my episode with Feisol USA.
"14 days since Feisol USA received my returned tripod" - how can you write that on June 30 if in post #11 you wrote that you returned it on June 17th. via Fedex ground which takes 5 business days from your state to their warehouse?
Oops, there were so many emails sent that I got my dates mixed up. It has only been 6 days with no refund as promised. The refund was supposed to be given today and it has not posted to my account yet. Refunds usually post within hours on by banks web site. In any case it is quite clear that you are defending the poor business practices of Feisol USA.
Wayne, I agree with you, the CT-3342 was underspec'd for your D3 & and 300mm f/2.8 AFS especially if adding a TC and you made the right decision canceling it.
I just think that you are being a little harsh with Feisol USA because the process is not going as fast as you wish. They use Fedex Ground to save cost & it's not very fast especially considering that you are at opposite ends of the country.
"it is quite clear that you are defending the poor business practices of Feisol USA" - I don't think anybody in this forum considers me a Feisol fan, just run a search in the box top right with these keywords: feisol monteverde_org.
I received a phone call from Feisol USA on 7/2 and they assured me my refund would be processed. Their excuse is that they were waiting to see if I wanted a refund or an exchange. I made it very clear that I did not want to do any business with them, and a refund was what I wanted. I just checked and still no refund has been credited. Very frustrating and I will never do any business with them again.
I spoke to Michael at Feisol USA on 7/7 and he advised me that he sent the refund through Paypal although I used a non Paypal credit card for that purchase. He gave me Paypal’s customer service number and I had to give them my credit card number to check for the refund. They have no record of any refund being made to my credit card. It is very clear that Feisol USA is jerking me around and I would never buy anything from them based on their business practices!
Michael finally had Paypal email a confirmation of my refund. Really poor excuse for any company.