————————————————————————
BEFORE YOU BUY THIS HEAD I HIGHLY RECOMMEND YOU READ THIS WHOLE POST AND THE COMMENTS FROM PAST CUSTOMERS AND ALSO FROM THE OWNER OF THE COMPANY.
I WELCOME PEOPLE TO POST THEIR EXPERIENCES BOTH GOOD AND BAD.
————————————————————————
There is a lot of talk among people on which panoramic head to get as stitching is becoming popular. But I wanted to point out a few things on my purchase of the 360 precision absolute head that people might want to take into consideration before forking out a good sum of money.
1. My 360 head was set up for the 24-70mm lens. On receiving my head via FedEx the box contained no receipt of purchase, no instructions nothing other than the head and a bag of screws and washers (spares im assuming, well I hope so anyway). I got two dent rings and one was already fitted in the head. So three dent rings all up. The dent rings are double sided giving me six shooting options, the rings arnt labled at all so you dont know what settings they are for. (Once again I guessing).
2. Prior to buying the head all my email enquiries were answered within 12 hours from Matt at Precision. Since buying the head I emailed them asking about the three rings and any form of instructions on what I got. This was 10 – 14 days ago now and I have sent the same email to their orders email and Matts email address all tagged correctly as per their website instructions to avoid their SPAM filters. I tried emailing via their website’s tech support page but the page fails and you cant send anything. To date no reply from them at all.
3. When you go to the website for help on your precision the only page with details is how to put it together ie two screws the rest of the pages are “Under Construction” and have been like that for a very long time.
4. I joined their forum and was told I’d have my account activated within 24 hours…. still waiting and its been 6 days now. So I guess that wont be happening either.
5. Their is no doubt the head it well made and the information on the site is accurate about its quality and ability and isn’t embellished. Their lack of after sales support and communication has a lot to be desired. The head comes with a 5 year warranty and I’m just glad it looks almost indestructible as a business that doesn’t answer simple, polite emails asking about the head they just paid $1500 for wouldnt honor any warranty.
6. I know the dents on the head and working it out isn’t rocket science but I expected emails to be answered with info on the product that was bought and all my emails to them have been polite and there is no reason at all for them not to reply.
Thats my 2 cents worth on the item without going into any design aspects that need improving for people not wanting to 360 degree virtual tours. I have given up on expecting any form of reply and after a quick google search on the product I wont be expecting any either. I have posted some general info (as comments) that I found… all of it points to a company with no customer service.
Just an update, I found this on the internet
http://www.360rage.com/panorama-hardware-item.php?i=2
This is an extract from the sites administrator.
“Submitted reviews for the 360precision Panorama head will not be published anymore. The reviews that still are published here, are surrounded by controversy. I have received numerous complaints from the 360precision company about the reviews, and even a threat. They also have asked for email addresses from people posting bad reviews. It is also my believe, that 360precision is now actively asking people to post positive reviews. I don’t want to be caught in the middle of something. I have also posted my own review here, and I still stand fully behind it, but I cannot guarantee the objectivity anymore of some of the others, and therefore this section of reviews has now been closed. You can still post, but they will be deleted.”
I think that says it all and after reading some other peoples experience with the company on the link I feel I got away lightly complaining about no instructions.
By: mattlauder on April 4, 2008
at 12:47 pm
Another worth while review as well…. another victim
http://www.kevingreig.co.uk/360precision/360precision.htm
All this info from the first page of a google search on the head…. I’m scared to click to page two.
By: mattlauder on April 4, 2008
at 12:53 pm
Damn this is not good. Those images from Kevin’s site are shocking to say the least. For me this is just not god enough. I have called Visa stopped the payment and emailed matt informing of this. WHen I spoke with visa they said if gods are not shipped which they are not as I am still yet to receive a fed ex con note number and have kept all the email corospondence with 360 they should be no reason why they do not refund my monies and if I have not heard from them in 10 days to contact visa so they can take matters into their hands.
Why oh why is customer service in so many businesses lacking so badly?
Thanks Matt, I owe you a few beers and maybe even a steak meal when I am in Sydney next.
By: spoolphotography on April 4, 2008
at 2:03 pm
Glad I can help… just hope your emails gets to him and they don’t charge your card anyway.
I’m also glad my head appears to be in good condition unlike Kevin’s. Poor bastard to pay that money and have it turn up like that and then fight to have them accept it. Wonder if he got it resolved.
I’ll take you up on that beer offer as well when your over here. No Emu Bitter in this state though.
By: mattlauder on April 4, 2008
at 2:35 pm
Thanks for the advice Matt ,
I dont think I will be looking at getting it now .
Really bad state when a company has no problem takiing a large sum of money off you and not even taking time to reply to customers after they have .
By: kirkhille on April 4, 2008
at 3:06 pm
Might start doing some more research into the Kaidan, sounds like Matthew is a one man team at 360 and is under the pump.
Thanks for the advice Matt.
By: thomasparkes on April 4, 2008
at 6:35 pm
I did post this somewhere else ….”I can’t for the life of me understand why people are rushing to buy this head”
Save yourself a wad of cash search the net and make one yourself.
By: merv french on April 5, 2008
at 12:17 am
Merv the head is well made (if you get one that isn’t defective) what doesn’t make it a good buy is the non existent after sales service or communication so if you had a problem or something was missing from your order your on your own with an expensive paper weight.
By: mattlauder on April 5, 2008
at 8:45 am
hi guys, I had problems with these blokes also, I had forgotten to mention how I paid for it and then nothing……….. I had no email saying thanks for your payment, or the item has been shipped etc etc. I thought I had done my dough but then it turned up and I have been happy since. Sorry I didn’t mention this before to all you who have considered buying one. Neal hope it works out for you mate. If you get it you won’t be disappointed if they get your money, hope you can get it back. We are successful in our galleries as we do all we can for our customers, i think these guys will go broke before too long, it is a shame as it is a bloody good head. I might have to send Matt an email suggesting he lift his game, now he has pissed off my mates, does he know who he is messing with???
oh btw Matt L is that a 4 image stitch of your pano head? tee hee.
By: christianfletcher on April 5, 2008
at 11:29 pm
Hi Matt,
What made you purchase the absolute rather than the adjuste mkII?
I notice the adjuste is half the weight and quite more expensive, but does have 15 degree detents for multi row shooting.
See attached: http://www.fromparis.com/html/technical_us_quicktime_vr_360precision_adjuste_head_part1.php
Cheers Tom
By: thomasparkes on April 5, 2008
at 11:56 pm
Haha… yea fletch actually 6 image stitch mate 360MB file. I did the Cross process effect in Lightroom.. cool program… I have a trail version at the moment. I had a nice sunrise the other day and went to grab my head when I was on location and then pictured it still at home on my desk. Doh !! I dont carry in my bag as it is so heavy with the 1ds and the Linhof.
Tom I went for the absolute as I wanted something quick and easy to set up and set for one lens and the Adjust looked like you needed to set it up each time you went out. Now after dealing with this company the less parts that move the less chance of it breaking less change of doing your money.
By: mattlauder on April 6, 2008
at 8:40 am
Hi Matt,
Being an IT person I no longer rely on email!!!!! If people don’t answer my emails I gt on the phone and call them. I know its a little expensive in this case, but it just cuts through all the c@>p. I would suggest if you still want to pursue this to try and give the guys a call. Just a suggestion if you want to vent to them.
Jamie Paterson
http://www.jamiepaterson.net
By: jamiepaterson1 on April 6, 2008
at 8:46 pm
Jamie, I agree… my emails to them have always worked before. If I had a problem with my head I would definitely be on the phone to them if email didn’t work. Seeing it is only about instructions and service I wont bother.
By: mattlauder on April 6, 2008
at 8:55 pm
Matt,
Its a shame though that they aren’t listening to simple feedback. Sounds like a great product is being spoilt by just a few faults.
Jamie
By: jamiepaterson1 on April 8, 2008
at 10:47 pm
Hey Matt,
Have you heard back from 360 precision yet?
I send an email Monday asking for a quote for the Adjuste sent to Australia. Haven’t heard a thing yet.
By: thomasparkes on April 10, 2008
at 9:09 am
Tom as expected mate I haven’t heard a thing from them and I’m not expecting too. I guess if you buy a head from them it is at your own risk.
By: mattlauder on April 10, 2008
at 10:09 am
Nice to read about this head, feedback from other people always helps rather than salesmen. Whats the cost of that panohead about 500 pounds?
Panoheads are nice to have’s but not that necessary unless shooting things in the foreground.
What you should all do is go for the wooden tripod head, you can get it really cheap, see http://www.worth1000.com/tutorial.asp?sid=161123
Better yet I might start selling them!:)
By: James on April 10, 2008
at 12:13 pm
Nice James… at least if you break something on it all you have to do is go back to Bunnings.
By: mattlauder on April 10, 2008
at 12:36 pm
A google.com search on “360 precision” brings up this post on page two and this post started as the result of unanswered emails to the company. It’s the small oversights of a business that can make a difference.
By: mattlauder on April 10, 2008
at 3:01 pm
Instead of emailing them I have sent another web enquiry form to them. And at the end I got and email with:
“We will endevaour to contact you within 12-24 hours. If you have any further questions regarding the 360Precision head you can contact us using the following methods”
Lets see if this works, I reckon I am in their spam box, the subject thingo didn’t work.
By: thomasparkes on April 10, 2008
at 4:31 pm
Tom look at the difficultly you are having just contacting these people to possibly buy their product. Now image if you have a problem with the item you buy. No other company has these problems.
By: mattlauder on April 10, 2008
at 8:25 pm
Matt, a reply from 360. The form works.
1. The Adjuste is £595 + £60 shipping to Australia via FedEx.
2. Yes. We’re also about to launch a version that has click stops every 5 or 10º
3. The standard 4 track detent is 4,6,8 and 36, we also have a 6,12,18,32 and a 16, 24, 48, 60 we can also machine a custom detent with any 4 combinations you choose. There’s also a high-res version that enables up-to 192 stops using all four plungers at once.
Standard Adjustes are in-stock and ready to ship. Any additional custom parts can take anywhere between 2-6 weeks depending upon our current production schedule.
By: thomasparkes on April 10, 2008
at 8:57 pm
Thats great you got a reply Tom enjoy the communication while it lasts. That new version would be worth waiting for and make sure you ask for instructions.
By: mattlauder on April 11, 2008
at 8:44 am
Which detent system have you got on yours matt? and what would you recommend for the 50mm lens.
By: thomasparkes on April 11, 2008
at 10:30 am
Tom, before you fork out all that hard earned cash have a look at this.
It might not be pretty but it works.
http://www.potd.com.au/forum/viewtopic.php?t=2991&highlight=
By: merv french on April 11, 2008
at 11:37 am
Thanks for that Merv,
But I do really like the setup of the 360 for precision, have the detent setup so you can do HDR’s. Also I like the sturdiness of it, I like photographing in windy conditions, and I hate flimsy products that shake with the wind. So hopefully it is a good product I pay for.
By: Tom Parkes on April 11, 2008
at 1:06 pm
Tom, my head is set up for the 24-70mm lens. I find shooting at 24mm too wide on most occasions and find I shoot around 35 – 50 mm most times. I only use one ring and its the the one set up for the 70mm dents. All I do when shooting at 50mm or lower is watch the over lap in the view finder to make sure I have at least 1/3 rd. Haven’t had a problem yet.
Merv I agree with Tom, you get what you pay for in terms of quality and even though that system is cheap you will be plagued with set up and shooting problems and shake.
By: mattlauder on April 11, 2008
at 1:30 pm
Thanks Mate, At the moment I have been using the liveview function whilst stitching, that divides the screen up into 1/3’s so I use the that 1/3rd to overlap, and usually take 9-12 images.
By: Tom Parkes on April 11, 2008
at 1:38 pm
I find stitches longer than 8 images is too long and look strange. For me getting the composition right with this system is the biggest challenge.
By: mattlauder on April 11, 2008
at 1:58 pm
Yeah…. your probably right about the cheapness and I agree , you get what you pay for.
I’m a cheap skate when it comes to some things like that. I can’t justify spending $1500 on something that I’m not going to use all the time and I’m not into selling large prints so don’t see as I need it, so would rather make one, there’s a certain satisfaction in making something like that.
When it come’s to spending $1500 or $2500 on a lens no problem, I can justify that, I’ve got a few of them, but for now I will make a pano head for $100.
Keep up the good work.
cheers fella’s
By: merv french on April 12, 2008
at 2:53 am
Merv I think when you do photography as a career or you make money from it you can justify the expense of some items. Well thats theory anyway. I can see how $1500 on a panoramic head is a lot when it’s a hobby. Hope the head you make gives you good results. Looks like there are a few tutorials on making one on the net.
By: mattlauder on April 12, 2008
at 11:03 am
Matt from 360Precision here;
To answer Matt’s initial questions;
1. The last email that we received on 04/02/08 was replied to with links to download the PDF instructions for setting up and using the Absolute. As I didn’t hear back from you I assumed everything was OK.
2. At the end of each business day I religiously activate any forum registrations made via the forum itself and manually register those that sign-up via the website. I do remember activating your account because I’d only just sent you an email. Half the problem is the huge number of emails that are bounced back undelivered. I’ve had our ISP look into this but as it’s not happening on our end there’s not much we can do about it. I’ve checked the forum admin and unfortunately it doesn’t record that date your account was activated, only the date it was registered.
3. If you had issues contacting me via email which I hate there’s always MSN and iChat. Generally I’m logged into MSN and iChat for at least 5-6 hours per day. I also try and sign-in for a few hours early in the morning and late at night for US and Australasian customers. Without fail I speak to customers via MSN and iChat 7/days per week and is really the only guaranteed form of communication as it’s LIVE.
Email really is the bane of my existence and again it’s why we have the forms on the website to try and bypass email as often as we can. We tried an online system for three months but 90% of the customers that used it hated it so we ditched it.
4. To the links that Kevin posted re his Absolute. I don’t like posting nasty comments about customers and I have only done so one other time. But this guy tried to scam us and I have independent proof that he tried to do so. EVERY SINGLE head that is shipped I personally build and pack and believe me I would never send out a head in that condition. Before seeing the photos I offered to send out a brand new replacement head to Kevin after receipt of the original head, he point blank refused to return the Absolute that he claimed was damaged on arrival. Now I’m a pretty reasonable guy and was more then happy to replace the head even though Kevin waited over 3 weeks to inform us of the problems. He then informed us that he would only accept a full refund and wasn’t interested in another Absolute. I was seriously considering this just to stop the guy from harassing me. Then out of the blue another 360Precision customer contacted us and told us that he had heard about Kevin through a friend and that he never actually planned to keep the head. He only needed the head for a particular job and was just fishing for refund. Up to this day Kevin is more than welcome to a brand new replacement head and he conviniently dissapeared when we told him we knew what he was up to.
5. Now to Berts reviews on 360rage.com, this post may seem like I’m making excuses but I have the right to defend my company. Particularly when we’re not at fault.
a) Berts initial grievance was caused by the fact that FedEx failed to inform me that they didn’t deliver door-to-door from the UK to the island Bert lives on in Bali. I’m not sure how this is my fault as the FedEx website told me that they did in fact delivery directly to Berts address. I did apologise for the fact that Bert had to drive 6 hours to pick-up the package. I also told Bert which screws to replace and suggested he source them locally as it made no sense to spend $60 on shipping $2 worth of screws.
b) Bert refused to remove the reviews posted by completely bogus customers. As of the 25th of May 2007 we had never sold an Adjuste to someone named Roger and when Bert emailed this person they never replied and it turned out that the email address was bogus. If you read this guys review I still have no idea what he’s talking about.
c) The other positive reviews were not solicited, I did however ask customers to post their honest opinions on the site and to this day I see nothing wrong with doing so.
6. All I’m going to say about Neal (spoolphotography) is that when I’d heard that his gear was stolen I offered to ship him the head free of charge and let him pay for it in his own time. But I guess he failed to mention this in his comments. Thanks for that. If someone emails me and tells me they’re contacting Visa to issue a charge back I assume the situation has been dealt with. I didn’t see any need to reply and the email didn’t solicit one. By the way, the offer still stands regarding the head.
7. Toms missing emails. I have no idea where his initial emails went but I didn’t receive them. As to the enquiry that was submitted via the correct channels the first email was answered within 4 hours, the 2nd within 37 minutes and the last email Tom sent was answered in 10 hours but was sent outside UK business hours so was really answered within 5 hours. Our average response time to all emails received is around an hour and takes into account international time-zones.
I completely agree that if you search online it looks really bad for us but you have to realise that the number of issues we have are miniscule compared to the total number of enquiries and customers. We deal with thousands or enquiries per year and have close to 1500 customers now. I’d say we’ve had problems with 50-60 customers over the past 4 years. I’d love this figure to be zero and in 3 or 4 cases that we were genuinely at fault I’ve given the customers full refunds, future discounts and have allowed them to keep the products. If you can find any other company that has a policy like this then I’d like to know about it.
I’ve also recently added another live web2.0 chat feature to the updated website along with the googlegroup email list and forum. So to date our support channels are as follows:
1. Tech support form on the website
2. Enquiry form on the website
3. MSN
4. iChat
5. Activa web chat
6. 360Precision forum
7. 360Preicion Google group and email list
8. 3 direct email addresses
To be honest I just don’t get when someone complains that they can’t contact us if they not tried at least 1-4. OK, emails may go missing but MSN friend requests don’t and neither do people added to my iChat buddy list. It’s funny how over 700 other customer are on my friends lists
I’ve read through this twice and if there’s problems I apologise in advance. I’ll re-upload the full absolute instructions to the website either tonight or tomorrow. They’ve not been a priority even though they really should be. We used to have a really detailed FAQ database but the ISP lost the back-up when we transferred the website across to a dedicated server. And I’ve not had a spare 50 hours or so to rebuild it.
Matt
360Precision.com
By: Matthew Rogers on May 4, 2008
at 5:28 am
While looking for the pdf document on the 360 website as mentioned above I was told that Matt was available on line by their site (pretty cool I thought) so I talked about my issues with my head and the conversation is below.
Posted for the people who have been following this thread as it answers my questions in my original post.
——————–
Tech Support: I read the post on your site
You: I bought the absolute in February and on receiving it there were no instructions. I bought the head set up for my 1ds Mark II 24-70mm lens and I got three rings and you let me know why three rings
Tech Support: I think I included the extra rings so you could shoot at different focal lengths as you didn’t specify the focal length you wanted to use with the lens.
You: ok… but none of the rings are marked and with no instructions it makes it quite confusing.
Tech Support: do you I’ll sort that out for you tomorrow. I just assumed that wrongly that you would know how many shots you needed at different focal lengths
You: I worked that out in the end. I was just surprised that there were no instructions with the item. I just shoot with the 70mm dent now and if I change focal lengths I just guess the over lap. The posting on my websites blog was done out of pure frustration in trying to get info from you guys. Was pure hell.
Tech Support: I am sorry about that, i did reply to all your emails
You: All emails answered prior to buying and then none afterwards. After reading your post on my blog and some other peoples comments. Im staggered to think how much business you guys loose from this email issue. Especially when a head costs $500+ pound.
You: When will the Pdf be available for download from the site regarding the absolute.
Tech Support: tomorrow
You: When will the tutorials be available as they have been coming for a while.
Tech Support: I’m just going to remove that page as we just don;’t have time and we’re just stating to send any software related questions etc to the developers
Tech Support: you should have received a welcome email though with all the links and details you needed.
You: ok. I wont go into any one elses experience with buying from you as there is always two sides to the story. But for me if you included an information sheets / details on what was included in the package. It would have made the world of difference.
You: No email… nothing.
Tech Support: I’d prefer to not waste thousands of pages on unnecessary documentation
You: Well for me when spending $1500 Australian on a item only to have a bag full of metal pieces and no info on the website would have made a huge difference. I think someone else on another website posted the same expectation in regards to instructions.
You: Even if it was one page saying what people got and where they could find additional info.
Tech Support: OK, I;ll make sure I do this with all orders in future. Believe or not but only a dozen or so other people have commented on this
You: Ok… but maybe only a dozen or so took the time to comment. They may have all thought it.
You: Anyway it is up to you. As I said in my blog posting your heads are strong and your website dosent talk about a product that is different when you buy it. I focused on the communication factor.
You: Thanks for your info and clarification on the extra ring.
——————
By: mattlauder on May 4, 2008
at 8:47 am
Hi Matt,
I have been getting really prompt responses from matt.
It’s just the emails I respoded too never made it through the system, so I have just been using the web forms.
I am getting very close to purchasing an adjuste.
I have been nerding myself on the mathematics of which detent to get.
Tom
By: thomasparkes on May 4, 2008
at 7:38 pm
I’ve just put together a new guide for changing the Absolute detent. It’s not finished yet but it’s far better than a coming soon page. We did have these instructions online previously but I’ve not had the time to update the photos and layout.
http://www.360precision.com/360/index.cfm?precision=products.absolute_detent&MainSlideID=1&mainnavID=2&MainMenuOpen=3
If anyone has any specific questions or any ideas for Absolute guides please let me know.
Matt
360Precision.com
By: Matthew Rogers on May 4, 2008
at 9:42 pm
At the date of making this entry I am still receiving private emails from people at a rate that makes it worth to note who are expressing their problems with this company both in the way of replacement heads or parts for defective products on receipt, communication issues, broken promises, the list goes on.
Nothing seams to have been resolved as promised or outlined from the owner who posted on this blog above and his reasons to me appear to be excuses. At the request of the people who email me their comments and details they will not be posted on this blog or released and have been deleted from my email.
I have also received thanks from people who have read this blog who were almost about to buy a 360 precision head and decided to go with an alternative product.
Again all this is a shame, I teach a lot of courses to people who love landscape photography and when I show them my panoramic head the first words out of my mouth is “Don’t buy this head”.
Pick up your game 360 Precision your loosing money.
By: mattlauder on July 30, 2008
at 10:26 am
More great feedback on Matts Customer service:
On the 16th of August I was shooting sunrise on Sydney Harbour. As I was standing there with my Canon 1ds Mark II attached to my Precision Head a jogger stopped and approached me and said he too owns a precision head and he asked me a few things about my experience with the product.
It was of no surprise to me to hear that he had called Matt prior to ordering the head wanting to confirm that he needed it within a month as he had a contract shoot to do for the Lonely Plant at several countrys around the world. After being told no problem he then received the head some six months later and had to find an alternative for his Lonely Planet shoot after being left high and dry.
By: mattlauder on August 17, 2008
at 11:13 am
I’m sorry but this is simply not true. I’ve never spoken to any customer via the telephone from OZ that mentioned anything about having a head shipped within a month. I do think I know who you might have run into but I won’t mention any names. If it is Mr S then he really needs to speak to the guys in the US that he does work for. They ordered then cancelled on 5 or 6 occasions then finally decided they needed the product shipped urgently to Sydney.
Considering we can sell more panoheads to customers in France in one day then we have to Aussies in 3 years it’s not hard to work out.
I’ve looked back at all products we’ve shipped to Australia and since we switched to the new machine shop in early 2007 no order has taken anywhere near 6 months. In-fact the average delivery time from order to customer receipt has been 19 days. Now even 19 days sounds a lot but that includes the custom orders which we quote 6 -12 weeks for.
We have had the rare occurrence where a customer places an order then simply vanishes. I try emailing the customer on a daily basis for 28 days. If I don’t receive any reply then I’m not sure what we’re expected to do ?
Matt
By: Matthew Rogers on December 23, 2008
at 9:00 pm
Matt I never got his name. It was a quick chat in between me shooting.
By: mattlauder on December 25, 2008
at 5:52 am
I’m the recipient of the shoddy Absolute pano head mentioned in the second post.
Matthew seems to be suggesting my so called “SCAM” was to receive a perfect very expensive head, destroy the screws etc, then ask for a replacement.
Surely a scam involves some benefit to the scammer.
Matthew did offer to replace the head, but only after many emails sent to me in a tone that it sounds like many in these forums can guess, including being called an outright liar, leaving me in a situation where I would have no pano head, no cash and faced with dealing with Mathew again.
My only recourse was to get a refund first – which – as you can imagine, never happened.
I had to keep the head as I needed – and still need it to get my work done. I have to laugh at his “out of the blue” customer “through a friend” who felt the urge to contact him (he must keep better relations with a select few of his customers) – I guess that special situation means we have to take his at his word that I never wanted to keep the head (which he offered a full refund for!)
I guess he must also have lost his email with his special friend’s confession.
My “convenient disappearance” doesn’t seem to have stopped the pano community finding me even though Matthew has my email somewhere in his “customer relations” mail folder.
It doesn’t have to be said that I wouldn’t buy a new head from 360precision – it doesn’t live up to it’s name.
I have never posted any links, the URL posted here was only sent to Matthew, and – to date have only received shoddy goods and a public slandering for the hard earned cash I sent to 360precision.
Kevin
By: Kevin Greig on January 21, 2009
at 2:50 am
Thanks for your post Kevin. Your URL was found on a general Google search for 360 precision.
By: mattlauder on January 21, 2009
at 7:25 am
There has been yet another thread of conversation about 360 precision and their poor service started by another dis satisfied customer. http://www.panoguide.com/forums/qna/5726/
I welcome people to post on the blog their experience (good or bad), but please NO MORE personal emails I dont wish to be involved in this company any further or even discussing it.
By: mattlauder on January 23, 2009
at 7:34 am
To Kevin,
What upsets me about this situation Kevin is you have no gratitude. I knew your order was urgent and shipped you my personal 360Precision Absolute.
I emailed you when the head shipped that it wasn’t new. I know for a fact that you received the email informing you about the head being 2nd hand as you replied to the email and I have your reply.
I simply offered to replace the head as agreed free of charge. All I asked was that you returned your Absolute. You then went on a rant about shipping costs, insurance etc etc. Like I said in the emails, I never asked you to pay anything.
I was as nice as I could be in response to your abrupt emails. All you had to do was ship the head back on the situation would have been resolved. Why you were so stubborn was and still is beyond me.
Matt
By: Matthew Rogers on January 25, 2009
at 1:39 pm
Interesting to note that in a recent conversation I had with Christian Fletcher, he has stopped using this head as he doesn’t see the need for it. He is now using just a standard 3 way Manfrotto head for pano’s with no problems.
By: mervfrench on January 26, 2009
at 12:57 am
That statement doesn’t even correspond with your previous post, never mind your emails. Your aggressive tone left me unable to trust you enough to return anything.
On a positive note, I reccomend the Nodal Ninja 3 MKII.
By: Kevin Greig on January 26, 2009
at 1:54 am
I’m the same Merv, I have been experimenting with just using my tripod and getting just as good results. A bit of time to level the tripod but for those tossing up between a 360 precision just for general panoramic landscapes should try this technique.
By: mattlauder on January 26, 2009
at 5:52 am
Hey Matt. I should have knocked up one of mine for you, probably just as good, and just think what you could have done with the extra $1400. (:
By: mervfrench on January 28, 2009
at 10:05 pm
Yea I know Merv, $1400 would go a long way. I recon you should post the pics of your home made head on your blog. If you do let me know and I will add a link on my blog to your post.
By: Matt Lauder on January 29, 2009
at 5:21 am
Hi all – I only discovered this “forum” after ordering rather spontaneously yesterday and I thought I’d revisit after I could contribute something, i.e. after I get my order.
Disclaimer/Background: I’ve not used NN’s tools yet, I like most of Novoflex’ items (got the original MagicBall, PanoPlate, Quick-Release etc.) but their Pano-System is currently outside my budget. As to 360precision – as a company and their products, the only official bit I had read about them before my first visit on their website (almost a year ago), was the review in a Mac magazine. Back then, the ATOME caught my attention, but was not available yet (if it has been available for longer, then my initial visit was even further back, whatever). I am sorry some have obviously had less than perfect experiences, but I assure you I have had no business whatsoever with 360precision before, I simply felt like adding my (positive) experience to this list of pro’s and con’s.
As I have the Nikon 10.5mm lens and am off to Miami on THIS coming Sunday I suddenly “re-realized” it would be pretty cool to take more panoramas in the future, and especially if I could take some on this immediate upcoming trip. Therefore – yesterday (Thursday) – I revisited the various panorama head manufacturers websites again. I also came across the 360precision Atome’s webpage (which still does not have a “details” page as the other models – then again, it probably doesn’t need it either… it does one thing only (I like simple products). Still, I had some questions before spending the money on one, not the least whether there was any chance of getting one before my trip.
I contacted Matt via the iChat option – my numerous questions were quickly answered and luckily he did have an Atome fitting my 10.5mm lens in stock. After he confirmed he should be able to get it to me today or tomorrow, I paid via PayPal, and received the shipping tracking number. Matt also informed me that the collection for the day was late, but that he would change it to Saturday delivery in case the Thursday parcel pick-up would not show.
This morning (Friday), via email, I received the manual in PDF form – at six pages, it contains more information than an entire IKEA living room setup would provide, and the simple steps are well illustrated and easy to follow.
And just an hour ago, I received my Atome, and everything looks excellent in my opinion. This is just over 24 hours after my iChat with him. With literally three days to get it before my Sunday flight, this was in my eyes a very good performance. Obviously this can only comment on the “order process/delivery/packaging” part so far, useful panorama’s hopefully coming out of it in two weeks time
All the best,
Jonas
By: Jonas Eriksson on January 30, 2009
at 2:46 am
Hi Matt,
I also purchase a Atome from 360 precision a week ago, they send me a Fedex track no., but they didn’t ship it out at the date they mentioned, then I sent them couple emails, but none of they had reply, may I ask you how long it take from you order to you received the head?
Thanks
Ricky
By: Ricky Li on March 10, 2009
at 1:52 pm
This is really getting boring when people can’t be bothered to read the order thank you page or confirmation page. Everything you’re whining about is clearly explained if you’d taken 30 seconds to read it.
We have a process for a reason and we spell it out step by step.
“Please note that receipt of the FedEx Tracking number is not confirmation that the item has shipped. It simply means that we have processed the shipping documents pertaining to your order. Once the order has shipped you then receive another email from 360Precision. ”
We’ve never given you a ship date. The order confirmation page also says 10-14 business days for deliveries yet you’re complaining after 3 business days.
We also clearly ask customers to email us if they need the product for a specific timeframe.
You clearly missed three main points that we explain that you now have the nerve to go to a public forum to complain about.
It doesn’t matter what you do or what systems you have in place there’s always one.
Matt
By: Matthew Rogers on March 10, 2009
at 6:35 pm
Ricky, I got mine in the approx time that Matt stated above. 10-14 days. Maybe a bit longer due to the international freight / customs vetting in Australia. I didn’t have a problem with how or the speed of the order was processed.
By: mattlauder on March 11, 2009
at 5:40 am
Hi Mattlauder, first of all, thanks for your reply.
And Matthew, if you reply my emails, I don’t need to ask other people in ‘public’, and if you have time to reply my question in ‘public’, why don’t you reply my eariler emails in ‘private’? Then you don’t need to spend time to search who was complaining about you and write a such as long reply. Anyway, thanks for your reply as well, hope I could get my Atome in next 10 days.
Ricky
By: Ricky Li on March 11, 2009
at 1:32 pm
yep when I ordered my Adjuste 360, No reply when I ordered it I had to email them asking, the head had a couple of matte black looking patches on it too not what I hoped for after spending over 1k for a head! no instructions but the actual head is a solid bit of kit and is engineered well so Im quite happy with it.
By: William Ophuis on April 14, 2009
at 11:53 pm
If you had these issues with the head why not contact us about them. It never ceases to amaze me that people are more than willing to cry on some random internet site but won’t contact us first ?
As the batch your head came from was HAND polished I may have missed a spot. The batch before that was all matte and no one ever complained.
We’ve since installed, at great expense a mechanical rumbler to give a perfectly consistent polished finished on all parts.
As for instructions, have you not heard about being environmentally responsible. Why on earth would we waste over 10,000 pages of paper, toner and electricity when every single customer has access to the internet ?
Maybe if more companies took responsibility for their actions both the economy and environment wouldn’t be in the crapper.
As for your order I’m starting to get bored repeating myself but if people READ the order thank you page 99% of the issues would never materialise.
From the order thank you page:
“PLEASE READ THE FOLLOWING CAREFULLY
Please note that receipt of the FedEx tracking number IS NOT CONFIRMATION that the item has shipped. It simply means that we have processed the shipping documents pertaining to your order. Once the order has shipped you then receive another email from 360Precision. If you call FedEx before receiving the 360Precision shipping email they will have no record of the shipment.”
Matt
By: Matthew Rogers on April 15, 2009
at 12:10 am
Matt so many people have the same issues with your company and your to arrogant to acknowledge or fix them. Trust me that is also getting boring and they / we are all repeating ourselves.
No instructions because it is an environmental stand on your behalf… please what a joke, but thanks for the laugh. Don’t insult the people who do good environmental work for real.
People post on this forum as a last ditch effort to get answers as you never reply to their email or never get them. But you have no problem writing here.
Once again to all those who read this… buy your precision head with A LOT OF CAUTION !!!!! the proof is not what disappointed customers write but in the reply / excuses from the owner. (just imagine you have a problem with your order and picture the issues / hostility / denial and excuses you will have to deal with and this is after you can finally get in touch with them)
There are so many other products on the market that don’t have a trail of issues like this company does and I would HIGHLY recommend you explore them. HIGHLY RECOMMEND.
By: mattlauder on April 15, 2009
at 6:48 am
I had a very similar experince with 360Precision. He was very attentive when I was asking about his product. After he had my credit card info he dropped off the earth. All emails were ignored.I put a stop payment on my credit card and he was refused payment.
He sent me an email then, telling me to go buy at one of his competitors and he was refunding my money. But he had no intention on giving me a refund. They went ahead and shipped it anyway.
But 360 Precision assumed the had me stuck and sent the head anyway. Fedex arrives and as is often the case, I signed (my mistake, but I assumed never thought it would be from them) without even looking at who the package is from.
I have heard that others have also had this experience. They were told they were going to get a refund but instead received the head.
I have told 360Precision that they should arrange to have the head sent back. Why should I pay to ship it back when he thought he was pulling a fast one on me?
Here is the message I just received:
“I’ll be in New York in the next month and I have no problem visiting in person to collect the money if you don’t want to pay. That would be unpleasant for both of us, believe me.”
An unambiguous physical threat of violence.
By: erikfree on April 20, 2009
at 7:41 am
Thanks for the post Eric, another example of Matt’s unprofessional business practice. But I’m sure in the coming days he will post on here and point the finger at you and how your the one at fault blar blar blar.
Just glad your not a victim and you stopped payment in time. I have heard from a few other people who have done this and got their $$ charged back to their card. I’m happy to say that some have done this after finding this blog thread. Guess it scared them and rightly so.
By: mattlauder on April 20, 2009
at 8:10 am
If I may:
http://www.panoguide.com/forums/qna/5853/
Chrs
By: erikfree on April 20, 2009
at 9:06 am
Gee another post on that site about the same issues. It is almost the same one as this http://www.panoguide.com/forums/qna/5726/
DONT BUY A PRECISION HEAD PEOPLE !!!!!!!!
By: mattlauder on April 20, 2009
at 9:28 am
Hi Matt,
I read your website and just gave 360 precision benefit of doubt, and it seems my nightmare is gonna come true. Its been a week they were paid by paypal. I first emailed them and confirm if he has stuff in stock, and he said it will be shipped on friday. Its tuesday now, the tracking number they provided shows no activity.
When I open resolution with Paypal, Matt write back with excuses.
Same time I ordered some parts with Nodal ninja and it arrived in 3 days, from USA to middle east, and 360 Precision hasnt even started shipping since a week.
I hope I am wrong and I get the stuff. We have just been awarded to do 700 Panorama for a city here and needed 9 pano heads that can be set up easily.
Regards
Hatim
By: Hatim Saleh on September 14, 2009
at 10:05 pm
Hatim I hate to say it but this sounds all to familiar. No one should give this company the benefit of the doubt. This blog thread alone shows what they are like and there are numerous other ones on forums as well. This company is bad and rotten to the core, thanks to this guy Matt. Best thing I did was getting rid of that piece of crap called the 360 precision head. I now shoot with a $200 system (Manfrotto leveling base and L bracket) I get better results with than that 360 thing.
By: mattlauder on September 14, 2009
at 11:01 pm
Here’s my 360Precision story so far. I hope it will serve as a warning to others:
22 September – my inquiry via website chat wouldn’t work, probably due to filters on my sidee. I was at work.
Exchanged email with Matthew Rogers, including this from him, also on 22 September: “We have all the parts in-stock at the moment so delivery in 24-48 hours after payment.”
I took that to mean shipment, not delivery, as he is in the UK and I’m in the USA. (full text of all emails to/from 360Precision/Matthew Rogers are available).
I ordered an Adjuste Giga via email on 23 September, paid with Visa debit card. I made a typo transcribing the card number – entirely my fault.
Matt emailed me on 24 September about the card number being wrong. I corrected the card number via return email same day.
The payment cleared my bank account 24 September. No notice of payment, receipt, etc came from 360Precision. I inquired about that via email, and got a reply from Matthew Rogers, saying I should have gotten an auto-receipt, together with a forwarded PayPal (!) notification of funds paid, complete with PayPal transaction number/receipt number. Amazing, as I’d not paid via PayPal.
Current status: no delivery as of 13 November at close of business (7 weeks and one day from payment in full).
My experience regarding the post-sale communication void falls into line with the others who have posted here. I must now assume worst-case. It looks like I’m out my money. I’ll be taking recourse action accordingly, beginning tomorrow (Monday).
The truth about 360Precision’s current shoddy business practices needs to become very public in the online communities, both to prevent losses like mine and to let others know what they’re in for vis-a-vis the status quo.
It’s a shame all around, really – even if mine were delivered tomorrow, I’d have to figure on somewhere between poor and no support for warranty, service, or spares.
By: Bill Morrisroe on November 15, 2009
at 1:09 am
Thanks for the post Bill. Another victim of this company. No doubt Matt will post here soon putting all back onto you and make it your fault. Hope it arrives soon if at all. I suggest contacting your credit card company and have the money re charged to your credit card. Goods ordered on line and not even shipped has to fall into your credit card companies guidelines of a re charge.
By: Matt Lauder on November 16, 2009
at 7:44 am