[tig] Thomson/Grass Valley Support Issues
Wed Sep 24 04:06:44 BST 2003
If you have a chance check out DAV's Cineglyph http://www.dav-inc.com
- an IMPRESSIVE machine at a REALISTIC cost. You can also get the guy
who developed it on the phone - like the old days! The only negative
is that they don't own a competing facility that YOU get to support ;-)
Tired of BullS%^t and Hype,
Senior Colorist / Finishing Artist
The Film Foundry
clark at thefilmfoundry.com
Disclaimer - The views I express are my own - the pictures tell the
story. Potential Cineglph buyer and someone who respects SMART
engineering and a clean, sharp picture. Dave bought me lunch once but
no drinks. The no drink thing will change when we become customers!!!
P.S. If you find a client willing to REALLY(not a test and true
capital costs covered) pay for 4K DI then please post to this list -
I'll buy you some Makers Mark.
On Tuesday, Sep 23, 2003, at 17:51 US/Eastern, Neil B. Feldman wrote:
> At 02:21 PM 9/23/2003, jeffh wrote:
> I think the answer here is to better educate the people you
> hire; you can't expect a receptionist (for example) that you
> have just hired to know everything about the company they have
> just started working for - especially when it is a technically
> oriented hands-on-learning field such as this...but you can
> teach the person some basic principals about the company's
> services, as opposed to simply placing them behind a desk
> with a phone on their first day, and saying, "to answer, press
> the green button."? Is that really too much to ask?
> Since this thread began by a specific posting by our Chief Engineer, I
> think it only appropriate to further clarify the initial events as
> they actually transpired:
> 7:45am Friday, August 29th:? Thompson/Grass Valley was called.? The
> number called was the "official" number furnished by Thompson/Grass
> Valley. Yet the person who answered the phone had no idea what a
> Spirit Datacine was and wanted to know if "this was an emergency."? A
> Service Call number was then issued and we were told that we would
> receive a call from a Service Engineer.
> 9:00am Friday, August 29th:? Having heard nothing by 9am (over 2 hours
> later), another call was made to check on the status of the service
> call.? We were then informed that a Service Engineer would call as
> soon as one became available.? The message center had no information
> as to who would be calling or at what time that call might be made.?
> This from a company that now carries the Grass Valley name, no less!
> 10am Friday, August 29th:? A Service Engineer finally called to begin
> But -- it was only downhill from there... (you can refer to our
> original posting or contact us directly for the rest of the sordid
> Now I don't know about the rest of you, but we spent well over $1.5
> million in the purchase of our original Spirit over 5 years ago.
> And then last week I returned from IBC impressed by the speed of the
> new Thompson/GV Spirit 4K (4K data scans were accomplished at 8 FPS).?
> But I will be damned to invest in any product and/or company that
> cannot maintain and properly support a device that costs so much (or
> even a device that costs very little, for that matter).? When I make a
> purchase I expect the company selling it to become a "partner" in my
> business so to speak.? I really don't give a rat's ass if that company
> has been flipped, re-purchased, renamed, or otherwise compromised in
> the years since we might have decided to "invest" our future in their
> So, any ideas on how much Thompson/Grass Valley is expecting any one
> of us to plunk down for their latest machine?? It is even more than
> what it cost 5 years ago.? Now reflect again about how much more it
> will really cost to service such a device over the course of its
> lifetime when you have a company that does not know how or why to
> properly support its customers...
> I am afraid that this has very little to do with poorly trained
> Financially yours,
> Neil Feldman
> Video Post & Transfer, Inc
> Dallas, Texas
> P.S.? These opinions are purely my own of course.? I don't speak for
> any manufacturer.? I am sure they are grateful for that.? :)
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