Steve'sDigicams

ac.smith · Mar 12, 2011, 12:17 PM

Quote:

Originally Posted by adamvk

Sorry for not responding!! I've been so busy lately it isn't funny.

Anyways...

I sent it in, and they sent me back a brand new Vivitar 383 flash. It has worked flawlessly since I got my new one back. Best of luck to those whose flash isn't working.

Thanks for the update. How long did it take to get the replacement?

I sent a registered letter requesting status that they received Monday this week . Haven't heard anything yet.

A. C.

JimC · Mar 12, 2011, 12:25 PM

Why not just call them and ask about it?

It looks like they've got a toll free number for support:

Email support@vivitar.com
Phone US: 1-800-592-9541

ac.smith · Mar 12, 2011, 4:56 PM

I probably will Mon. or Tues. but I like to have a paper trail.

A. C.

adamvk · Mar 13, 2011, 3:58 PM

Quote:

Originally Posted by ac.smith

Thanks for the update. How long did it take to get the replacement?

I sent a registered letter requesting status that they received Monday this week . Haven't heard anything yet.

A. C.

It only took about a month for them to send me a replacement.

ac.smith · Apr 2, 2011, 10:25 AM

I'll post the conclusion to my tale. The support number given is to an overseas call center that also services Wal Mart and another company besides Vivitar. The drill for Vivitar is the call center listens to your problem, puts you on hold while they contact the co., and then relay to you what the company told them.

When I called 2 1/2 weeks ago I was told that my case had been elevated, shipment of a replacement was be expedited and I should have a replacement within a week. Last Wed., after two week and no flash, I called again and was told that the flash had been in a back order status but would be delivered within a week. Lo and behold it arrived yesterday and seems to work just fine.

Vivitar need to work on transparency and direct customer communications. Having spent 42 years in working in one of the world's largest logistics systems I do understand long supply chains and backorders. I'd feel a whole lot better about the company and its products if they had just directly answered one of my inquiries.

A. C.

JimC · Apr 2, 2011, 11:47 AM

Interesting. Please let us know how long the new flash lasts you (hopefully, they've made some improvements to the latest production runs to improve reliability).

Mar 12, 2011, 12:25 PM	#12
JimC Administrator Join Date: Jun 2003 Location: Savannah, GA (USA) Posts: 20,839	Why not just call them and ask about it? It looks like they've got a toll free number for support: Email support@vivitar.com Phone US: 1-800-592-9541

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Mar 12, 2011, 4:56 PM	#13
ac.smith Senior Member Join Date: Dec 2006 Location: Davenport, IA Posts: 2,093	I probably will Mon. or Tues. but I like to have a paper trail. A. C.

Apr 2, 2011, 10:25 AM	#15
ac.smith Senior Member Join Date: Dec 2006 Location: Davenport, IA Posts: 2,093	I'll post the conclusion to my tale. The support number given is to an overseas call center that also services Wal Mart and another company besides Vivitar. The drill for Vivitar is the call center listens to your problem, puts you on hold while they contact the co., and then relay to you what the company told them. When I called 2 1/2 weeks ago I was told that my case had been elevated, shipment of a replacement was be expedited and I should have a replacement within a week. Last Wed., after two week and no flash, I called again and was told that the flash had been in a back order status but would be delivered within a week. Lo and behold it arrived yesterday and seems to work just fine. Vivitar need to work on transparency and direct customer communications. Having spent 42 years in working in one of the world's largest logistics systems I do understand long supply chains and backorders. I'd feel a whole lot better about the company and its products if they had just directly answered one of my inquiries. A. C.

Apr 2, 2011, 11:47 AM	#16
JimC Administrator Join Date: Jun 2003 Location: Savannah, GA (USA) Posts: 20,839	Interesting. Please let us know how long the new flash lasts you (hopefully, they've made some improvements to the latest production runs to improve reliability).