UPDATE! The same day this video went up, someone from Aputure reached out via email to offer apologies and help to make this situation right. I ended up speaking with the support manager stateside here in the US and was told that changes would be implemented based on the feedback in this video. They were kind enough to send not one, but two replacement lights for all of the troubles. Hopefully a situation like this will be less likely to happen again in the future, which should be great news for all! I'll keep everyone posted on any further developments.
Considering their marketshare, they can afford to piss off some people. They're clearly focusing on #1 marketing and #2 product development and not customer support.
This is the type of thing no one talks about and reviews rarely shed light onto. Everything is good until it isn't, and how companies behave when things go wrong is something I put a LOT of weight on. It's a shame a company so widely regarded does very little to take care of the folks who've helped them get to where they are today.
I gotta tell you, I went back and forth on releasing this video. I waited months, mainly because I didn't want to start any kind of drama. I agree with you completely though, most of what you see on the platform is creators talking about their products like they are perfect, but they rarely if ever have an opportunity to see what their viewers might go through if a problem comes up. It happened organically this time around, and I was sad to see how badly they dropped the ball.
59$ Is big money to some, and I'm glad it was not more. Customer service is what can make great products average and average products great, or maybe just above average.
Thanks for the video. No matter how great the product it's not worth the money if there's no support for when something goes wrong. Purchasing equipment is an investment, Aputure sounds like a gamble.
I haven't worked with Aputure but I have to say DJI has the WORST customer service I have ever experienced. Like aputure they make great stuff, but their achilles heel is support. I hope they see this at aputure and it helps them to put in new processes and standards that match the amazing products they make.
Yeah, I'm not quite sure what is up with their CSRS. I emailed inquiring if it was possible to BUY addition rods for their softbox. They kept asking for transaction details and a copy of my receipt. I kept qualifying that I wanted to BUY spares if that was possible. Again, asked for allllll this info but not saying anything about if I could buy and certainly nothing about cost. Just the same, word for word, email. Finally, after TWO MONTHS of emails, I just sent in the info. BINGO. And they sent me three rods for the cost of shipping. But man, it was like pounding sand.
I have had a much different experience with Aputure Service. I run a small rental house in Las Vegas and own several Aputure lights. Because I rent these lights out (and renters can be rough on gear), I have occasionally had to contact Aputure Customer Support. I have always found them to be responsive, and they have always resolved my issues in a timely manner. I agree that their products are awesome, but for me their customer service has been also.
Thank you! I completely agree. I hate to use my channel to complain about stuff, but the service was so bad I felt like I had no choice. Hopefully, they update their service standards in the future.
Similar experience through an email exchange. All I asked for was a list of authorized dealers, and in the end they did not provide one for me. The email exchange died after 2 replies.
Great Video! The quality of the product is only half...Excellent customer backing that product service is everything! We only use Benro Tripods and heads because of their excellent customer service...No questions, just free replacements.
same problem with Peak Design bag. My bag has issue, they ask me send it back form Vietnam to Hongkong for their check ( i must pay fee), ( ~50$ and 2 weeek ). And i dont know how long i get back my bag :))
HEY MIGUEL thank you for sharing your baaaad experience with Aputure . there's more companies that the customer services is pathetic. please lets expose them they as a company must have a professional customer services . please keep doing this videos salud!
I’m just going to say I had the complete opposite experience. I had a 300X go bad and contacted them. I did escalate it up one level. And the guy said no problem we’ll send you a new light.
We have a broken COB light needs repair. Do you have best contact to their support system? Been digging for a couple week. Extremely frustrated and furious client who paid for the light on MY recommendation. Standing by
Hey Miguel - the ship definitely hasn't sailed on collaborating. Thank you for this video and thank you for your feedback. I'm sorry it got this far and it took this platform to get a better response. Our objective is always to win the hearts and the minds of our end users at every level of service. We're definitely using this as a way to improve. We will be in touch!
Sounds incredibly frustrating. That lack of support is unacceptable and is boarder line illegal. You're paying for the warranty as well as the product. Aperture better watch it because Godox is already essentially eating their lunch along with a handful of other companies not far behind. The difference with Aperture is supposed to be their reliability and support. If they don't back that up, there are plenty of other options for less money.
Bad word of mouth discourages future customers to avoid companies with bad customer services. I will be avoiding Aputure because any company not standing firmly behind their products isn’t one I want to waste my time dealing with I place serious wait in products reviews from fellow professionals.
Due to my negligence I overheated the light source and it cracked in several places. Took my light into Aputure repair facility here in LA, expecting an expensive repair. Instead they swapped my damaged light for a new one. No charge.That's what I call outstanding service! @@MiguelQuilesJr
The “Chinese” experience….. poor customer service because their customer service agents don’t fully understand English. I had a similar experience with DJI. They won’t get any more of my money. I’ll have the last laugh when our government finally bans DJI drones.
Outside of Japan and Korea, I've found customer service in Asia to be awful when it comes to faulty products. I bought an Asus laptop that was immediately broken. They kept 'repairing' it and clearly hadn't checked at all afterwards, because the problem was immediately apparent when I got it home. One time, I went into the shop and they said they couldn't help me because the individual salesperson who sold it to me wasn't in yet. Then they tried to refuse a refund because I didn't bring it back within 5 days, which was a 'policy' that of course wasn't mentioned when I bought it (and illegal anyway). I literally had to look up the consumer protection act on my phone and threaten to take it to court. There's just this culture of never acknowledge a fault, deflect, delay, hope they go away, and absolutely never give a refund. Another time I bought a gift from Li Ning and specifically asked if I could get a refund if it didn't fit, because it was the smallest size already, so there was no possibility to get a replacement. Obviously when making the sale, he said yes, that's absolutely fine. Cue a week later, I bring it back and suddenly they deny the conversation and can't process a refund, they can only do a replacement. Another crappy Chinese company charging premium prices in a luxury shopping mall but giving outdoor market service.
HI MIGUEL, THERE HAVE BEEN REPORTS ABOUT VIDEOS SHOT WITH NEW SONY ALPHA CAMERAS CAUSING MORE EYE STRAIN. ANY SIMILAR EXPERIENCE REGARDING THIS? ALSO MANY CONTENT CREATORS USING NEW FULL FRAME SONY CAMERAS ARE GETTING PUFFY AND SWOLLEN EYES DUE TO THE EXCESS STRAIN. HOW IS YOUR EXPERIENCE?
Hi Sandra. This is the first I'm hearing this. Have any links to share with these reports? I use these cameras nearly every day since 2014 and have never had any kind of issue like that.
@@MiguelQuilesJr SOME OF MY CLIENTS TOLD ME ABOUT THIS. SO NOW I SHOOT WITH FOCUS AREA SET TO ZONE AND METERING MODE SET TO ENTIRE SCREEN AVERAGE. THOSE SETTING HELPED, ESPECIALLY FOR VIDEOS. THANKS A LOT FOR REPLYING..
Overpriced products with bad customer support. I will stick to Godox products regardless if they have the same customer support, atleast their products are far cheaper.
Long and short: They always were, or have now become, a fancy front for a factory in China. That now has less actual employees and living off the name rep. Furthermore on the Chinese factory, probably where all the Godox and Neewer products come from with the same/or negligible quality differences. Capitalism folks.
UPDATE! The same day this video went up, someone from Aputure reached out via email to offer apologies and help to make this situation right. I ended up speaking with the support manager stateside here in the US and was told that changes would be implemented based on the feedback in this video. They were kind enough to send not one, but two replacement lights for all of the troubles. Hopefully a situation like this will be less likely to happen again in the future, which should be great news for all! I'll keep everyone posted on any further developments.
Considering their marketshare, they can afford to piss off some people. They're clearly focusing on #1 marketing and #2 product development and not customer support.
I’ve reached out to Aputure Customer Support as well and I too gave up from frustration.
This is the type of thing no one talks about and reviews rarely shed light onto. Everything is good until it isn't, and how companies behave when things go wrong is something I put a LOT of weight on. It's a shame a company so widely regarded does very little to take care of the folks who've helped them get to where they are today.
I gotta tell you, I went back and forth on releasing this video. I waited months, mainly because I didn't want to start any kind of drama. I agree with you completely though, most of what you see on the platform is creators talking about their products like they are perfect, but they rarely if ever have an opportunity to see what their viewers might go through if a problem comes up. It happened organically this time around, and I was sad to see how badly they dropped the ball.
Great video I had a similar situation with their support. It's brutal, they do nothing. Thanks for speaking out.
It's good that you share this. Aputure is marketing themselves as a premium company and should provide services that reflect this.
59$ Is big money to some, and I'm glad it was not more. Customer service is what can make great products average and average products great, or maybe just above average.
I agree with all of that! It definitely could have been worse, but annoying all the same.
Thanks for the video. No matter how great the product it's not worth the money if there's no support for when something goes wrong. Purchasing equipment is an investment, Aputure sounds like a gamble.
I haven't worked with Aputure but I have to say DJI has the WORST customer service I have ever experienced. Like aputure they make great stuff, but their achilles heel is support. I hope they see this at aputure and it helps them to put in new processes and standards that match the amazing products they make.
Yeah, I'm not quite sure what is up with their CSRS. I emailed inquiring if it was possible to BUY addition rods for their softbox. They kept asking for transaction details and a copy of my receipt. I kept qualifying that I wanted to BUY spares if that was possible. Again, asked for allllll this info but not saying anything about if I could buy and certainly nothing about cost. Just the same, word for word, email. Finally, after TWO MONTHS of emails, I just sent in the info. BINGO. And they sent me three rods for the cost of shipping. But man, it was like pounding sand.
Thanks for sharing, I was about to buy some lights for my studio; but I will not buy in a company with bad C. support!
I have had a much different experience with Aputure Service. I run a small rental house in Las Vegas and own several Aputure lights. Because I rent these lights out (and renters can be rough on gear), I have occasionally had to contact Aputure Customer Support. I have always found them to be responsive, and they have always resolved my issues in a timely manner. I agree that their products are awesome, but for me their customer service has been also.
I'm so glad you brought this up, otherwise all these companies take users for granted
Thank you! I completely agree. I hate to use my channel to complain about stuff, but the service was so bad I felt like I had no choice. Hopefully, they update their service standards in the future.
Adaderana
Option 3 is what i would expect as there are too many scammers out there.
I'm glad that you shared this information right before I was about to purchase a couple of their lights. Whew.
Similar experience through an email exchange. All I asked for was a list of authorized dealers, and in the end they did not provide one for me. The email exchange died after 2 replies.
And this is the reason why use Profoto. I hate their pricing, I love the product but they also service and repair. Well said !!!
Great Video! The quality of the product is only half...Excellent customer backing that product service is everything! We only use Benro Tripods and heads because of their excellent customer service...No questions, just free replacements.
Have the same issue with Feiyutek one of my 3 axis stabilizers. One focus motor went bad 3 years ago...still waiting for response
Crazy! You would think Aputure would have way better support than that! Thanks for sharing
same problem with Peak Design bag. My bag has issue, they ask me send it back form Vietnam to Hongkong for their check ( i must pay fee), ( ~50$ and 2 weeek ). And i dont know how long i get back my bag :))
HEY MIGUEL thank you for sharing your baaaad experience with Aputure . there's more companies that the customer services is pathetic.
please lets expose them they as a company must have a professional customer services . please keep doing this videos salud!
I’ve had a support issue with them years ago and haven’t bought anything since, a shame, but other companies in the world.
I’m just going to say I had the complete opposite experience. I had a 300X go bad and contacted them. I did escalate it up one level. And the guy said no problem we’ll send you a new light.
We have a broken COB light needs repair. Do you have best contact to their support system? Been digging for a couple week. Extremely frustrated and furious client who paid for the light on MY recommendation. Standing by
I ended up going through the support page on their website, and later by tagging/DM'ing them on Twitter.
Hey Miguel - the ship definitely hasn't sailed on collaborating. Thank you for this video and thank you for your feedback. I'm sorry it got this far and it took this platform to get a better response. Our objective is always to win the hearts and the minds of our end users at every level of service. We're definitely using this as a way to improve. We will be in touch!
Thank you for watching this video and addressing the issue. I received your email and will be in touch.
Gee, sounds to me a lot like Starlink: great product, terrible, terrible customer service.
The used to be an amazing company when they were smaller...
The scary thing is that there are a lot of smaller companies that are on the rise for lighting. ie: Godox and Zhiyun
I needed this video, no joke. Thank you Miguel.
That’s why I buy Flashpoint products from Adorama. Customer service is on point.
Sounds incredibly frustrating. That lack of support is unacceptable and is boarder line illegal. You're paying for the warranty as well as the product. Aperture better watch it because Godox is already essentially eating their lunch along with a handful of other companies not far behind. The difference with Aperture is supposed to be their reliability and support. If they don't back that up, there are plenty of other options for less money.
🌞🌞🌞 Well presented.
Thank you!
imagine people who doesn't have a youtube channel and no "voice"
That's EXACTLY why I finally caved in and made this video. Let's see if others come out in the comments and share their stories.
Bad word of mouth discourages future customers to avoid companies with bad customer services. I will be avoiding Aputure because any company not standing firmly behind their products isn’t one I want to waste my time dealing with I place serious wait in products reviews from fellow professionals.
And if they can treat someone with a CZcams audience as substantial as yours how do they treat the average Joe or Jane!
They could've at least sent you some Alcapurrias to square it all away. I know I would've been happy.. lol jk jk
For me Aputure support has been outstanding
Care to share the story of what was wrong with your lights and how they supported you?
Due to my negligence I overheated the light source and it cracked in several places. Took my light into Aputure repair facility here in LA, expecting an expensive repair. Instead they swapped my damaged light for a new one. No charge.That's what I call outstanding service! @@MiguelQuilesJr
Could have been worse, you could have had to deal with Godox.
So true 😂
Products probably made in same Chinese factory or down the street.
Aperture is just the name brand as this experience shows.
The “Chinese” experience….. poor customer service because their customer service agents don’t fully understand English. I had a similar experience with DJI. They won’t get any more of my money. I’ll have the last laugh when our government finally bans DJI drones.
Outside of Japan and Korea, I've found customer service in Asia to be awful when it comes to faulty products. I bought an Asus laptop that was immediately broken. They kept 'repairing' it and clearly hadn't checked at all afterwards, because the problem was immediately apparent when I got it home. One time, I went into the shop and they said they couldn't help me because the individual salesperson who sold it to me wasn't in yet. Then they tried to refuse a refund because I didn't bring it back within 5 days, which was a 'policy' that of course wasn't mentioned when I bought it (and illegal anyway). I literally had to look up the consumer protection act on my phone and threaten to take it to court. There's just this culture of never acknowledge a fault, deflect, delay, hope they go away, and absolutely never give a refund.
Another time I bought a gift from Li Ning and specifically asked if I could get a refund if it didn't fit, because it was the smallest size already, so there was no possibility to get a replacement. Obviously when making the sale, he said yes, that's absolutely fine. Cue a week later, I bring it back and suddenly they deny the conversation and can't process a refund, they can only do a replacement. Another crappy Chinese company charging premium prices in a luxury shopping mall but giving outdoor market service.
HI MIGUEL, THERE HAVE BEEN REPORTS ABOUT VIDEOS SHOT WITH NEW SONY ALPHA CAMERAS CAUSING MORE EYE STRAIN. ANY SIMILAR EXPERIENCE REGARDING THIS? ALSO MANY CONTENT CREATORS USING NEW FULL FRAME SONY CAMERAS ARE GETTING PUFFY AND SWOLLEN EYES DUE TO THE EXCESS STRAIN. HOW IS YOUR EXPERIENCE?
Hi Sandra. This is the first I'm hearing this. Have any links to share with these reports? I use these cameras nearly every day since 2014 and have never had any kind of issue like that.
@@MiguelQuilesJr SOME OF MY CLIENTS TOLD ME ABOUT THIS. SO NOW I SHOOT WITH FOCUS AREA SET TO ZONE AND METERING MODE SET TO ENTIRE SCREEN AVERAGE. THOSE SETTING HELPED, ESPECIALLY FOR VIDEOS. THANKS A LOT FOR REPLYING..
Overpriced products with bad customer support.
I will stick to Godox products regardless if they have the same customer support, atleast their products are far cheaper.
Show us a video is an Ali Express move.
I’m on like day 4 of waiting for a reply from Adorama.
Want to share the story of what happened? What are you waiting on them for?
Aputure bye bye no business here shame on this matter do what is right take this brother !!!!
Long and short:
They always were, or have now become, a fancy front for a factory in China. That now has less actual employees and living off the name rep.
Furthermore on the Chinese factory, probably where all the Godox and Neewer products come from with the same/or negligible quality differences.
Capitalism folks.