I haven’t really talked much on here yet about gear and all those fun things that make what I do possible.  I’ll probably start doing that from time to time.  However, this post isn’t so much about the gear itself, but about the company.

I’ve been using PocketWizards since the new series came out, and of course, the design is brilliant.  But I really just want to brag about their customer service.  This past fall we were shooting some family portraits and a rogue gust of wind took over the light stand we were using, which bore the PocketWizard FlexTT5.  All seemed well until the next wedding we shot when the flash, fully clipped in, came toppling off the unit to the ground.  Apparently, the previous trip to the ground had loosened some screws.  Totally my fault.  I left the dang thing alone and it fell.  So I sent it in to the wonderful folks at PocketWizard expecting to have to pay for either a relatively costly repair, or an entirely new unit.  However, to my surprise, upon receiving it back in the mail (with incredibly quick turnaround, btw) they had just sent me a brand new unit!  Fresh & clean with updated firmware and all, and only charged me $30 for the shipping.

Now, this is something I would never demand from a company, to straight-up trade a broken unit for a new one, but it certainly engenders strong feelings of loyalty from me.  And I just thought it was worth bragging about a company that felt it worthwhile to make a customer really happy rather than save itself a few dollars.  And that’s what great companies do, really.  Certainly not that “the customer is always right”, but that a little generosity goes a long way.  And everyone wins in the end.

Thanks all at PocketWizard!

(p.s. i am in no way paid to endorse this or any other company.  but i’m accepting offers.)