Unhappy with Cinevate Return Policy

[Joseph Hutson]

Just a heads up, fellow ScarletUsers,

When you are buying from Cinevate, you cannot make any returns...at all apparently.


I purchased a 43mm-72mm step up ring, and a "Cinefuse X" imaging element that would go with a Brevis I planned on using, to complement the HV30 I just bought from BH.

Neither Cinevate products have been used, and have only been taken out of the box to make sure everything had arrived that was ordered.

Due to the lack of functionability I find in the HV30, I have since decided to send the HV30 back for a refund (BH is wonderful), and have bought a Sony Z1U.

Then I needed to send back the unused, mint condition, cinevate purchase. I thought that making "prior arrangements" as Cinevate's return policy states, I could get it returned.

This is when I found out that Cinevate's "Unless special circumstances prevail, or prior arrangements have been made, we do not accept returns" policy means "no returns at all".

As a result, I will not be transacting business with Cinevate in the future unless this is resolved. I am VERY disappointed.

[Zac C]

Well, they are a small company, making them to order....

Sell it?

[Hubert]

Then I needed to send back the unused, mint condition, cinevate purchase. I thought that making "prior arrangements" as Cinevate's return policy states, I could get it returned.

This is when I found out that Cinevate's "Unless special circumstances prevail, or prior arrangements have been made, we do not accept returns" policy means "no returns at all".

As a result, I will not be transacting business with Cinevate in the future unless this is resolved. I am VERY disappointed.

Joseph, we did offer a "no questions asked" return policy in the past, but pretty soon found out that some folks abused it to get a free "rental", only to return the gear damaged. As a relatively small company we just can't afford this, so unfortunately we had to adopt the current much stricter return policy. Only when customers request a possible return at the time of purchase and provide an acceptable reason for it, we will consider this for a minimal restocking fee (assuming the gear is in original pristine condition, of course).

Now we're not made of stone and always like to help out whenever possible. So we do make an exception every now and then, and will take equipment back if we feel it's appropriate. Depending on the situation we either charge the standard restocking fee, or offer a credit towards a future purchase from Cinevate. Either way, we can usually come to some form of agreement.

Hubert Den Draak
Cinevate, Inc.

[Joseph Hutson]

Well, they are a small company, making them to order....

Sell it?

Are you wanting to buy a 42mm-72mm step up ring, and a Cinefuse X imaging element?

[Jason Ramsey]

Joseph. You would probably be well all off to send a polite email directly to dennis or hubert explaining the situation, and start from scratch. they are pretty agreeable folks. I'm not saying they'll accept your return, I understand their policy, but it has always been my experience that they like to treat folks on a one on one basis whenever possible and/or appropriate.

I've never really noticed (or needed to) their return policy, but perhaps you raise an interesting suggestion that they may need to make it more visible and clear to any potential purchaser. I would certainly be cool with something on their website similar to what Hubert posted here.

Later,
Jason

[Joseph Hutson]

Hubert PM'd me, and so I sent an email to sales@cinevate.com.

Hopefully we can get this resolved because I am sure there will be plenty of times in the future that I will transact business (if this gets resolved).

I am not wanting it to sound like I am "threatening" Cinevate. I am sure they are some fabulous people, but I would like to get this resolved. :thumbsup:

[ovjamaica]

This brings up an interesting commentary on society. More and more people are turning their frustrations to forums/blogs/etc. Sometimes I think it is absolutely appropriate as some customers have done all they can to resolve a situation and still seem to be hitting a brick wall. Others turn to the Internet as a way of throwing a virtual tantrum in an attempt to get there way. I'm not commenting on this particular situation, I'm just saying that it's interesting.

[johnvid]

Is there no direct replacement you could swap it for use on the Z1?

[Joseph Hutson]

Cinevate has taken care of the problem. I am returning it with a restocking fee of 5%.

[Joseph Hutson]

Is there no direct replacement you could swap it for use on the Z1?

I will not be using the Brevis with my Z1 as I only had about $6K to spend, and I also bought audio equipment, tripod, and a bag to go with it.

[Joseph Hutson]

Others turn to the Internet as a way of throwing a virtual tantrum in an attempt to get there way. I'm not commenting on this particular situation, I'm just saying that it's interesting.

I know you are not pointing to this particular situation, and I am glad because that was not the case. :thumbsup:

I brought it up because others need to know exactly what their return policy is. The reason why, is because others will buy from them and expect something that might not happen.

In this case they did take care of it. They also know our ScarletUsers, which helped because they took care of the problem within 18 hours.

I will be doing business with Cinevate in the future.

[holy_handgrenade]

That's good to hear Joseph. It's excellent to hear that Cinnevate worked with you in the situation.

As for turning to the internet/blogs/forums, this is the best way to spread the word - good or bad - about products, services, and companies in this day and age. Prior to the internet, people would just tell everyone they knew. To try and get a wider audience they'd even write to newspapers or thier local news. It's just human nature to warn of potential scams and wrongdoings - or the opposite, to try and get more people to buy.

Although I do have to agree with you the virtual tantrum to get thier way, those get old real quick :)