Orms (pty) ltd
3|87 reviews
SJ
Shahied J
1 reviews | Active since Member
15 Nov 2024, 11:55
Extremely poor service and comunication ended up costing me lots of money!
On the 3 Oct 2024, I booked in a (semi faulty) Blackmagic Atem Mini Pro for repair. The unit was 80% functional BUT had a recent issue (after a frimware update) whereby the main HDMI input port (port 1) inexplicably went faulty and was no longer working. I was advised the assesment was going to be done offsite (Stage Audio Works in JHB) and I would need to pay a mandatory R400 assesment fee (which I did)
3 weeks later after NO communications or feedback, I eventually reach out to Orms for feedback, only to get told I was sent an email earlier with feedback. After much back and forth, turns out my email address was mispelt and never actually arrived in my inbox. An initial phone call would have solved that issue :(
Worse still, no feedback from the repair agents on the status of the repair! At this stage I have been spending money on a rental unit as I rely on the device professionaly.
Eventually (after a few days) I get the communication (indirectly from the repair agents) that the device is "uneconomical to repair" and I would need to use it as is or buy a new one! This enraged me as I take very good care of my gear and particularly this unit, which lives in its original packaging and is still in MINT condition, but has now gone unexplicably faulty (almost conveniently out of warranty) and cannot be repaired!! This what NOT what I was expecting from Orms and even more so from Blackmagic Design, who are a reputable brand that I no longer have confidence in!
The poor service only gets worse as a month after the booking for repairs was made I STILL DID NOT HAVE MY DEVICE BACK! I had to follow up again to find out what was happening as i needed the device for work!! I had been renting a unit to use in the meantime and had been costing me close to R5000 in rental, whereas I could have been using my own device (albeit faulty its still 80% functional)
On 11 Nov 2024 I eventually get an email to advise that my device has been returned and is available for collection. Needless to say that I am most dissapointed in the quality of service from Orms and also the quality of product by Blackmagic design since it cannot be properly supported if anything goes wrong with as my recent experience has shown.
I would STRONGLY advise any professional to think and research carefully before supporting these brands. I would also suggest researching possible alternatives that may offer better support, as this is as vital as much as a good product price is
NB I will also be reaching out to Blackmagic Design themselves to query the repair feedback and support of their product.
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Replies (168)Orms (pty) ltd's replyOfficial
15 Nov 2024, 14:51Hi Shahied,
We are so sorry to hear about the poor experience you have had with our Repairs Department.
Our Managing Director will in touch with you shortly.
Kind regards,
The Orms Marketing
We are so sorry to hear about the poor experience you have had with our Repairs Department.
Our Managing Director will in touch with you shortly.
Kind regards,
The Orms Marketing
Best regards,
Orms (pty) ltd's reply15 Nov 2024, 14:51
Official
Hi Shahied,
We are so sorry to hear about the poor experience you have had with our Repairs Department.
Our Managing Director will in touch with you shortly.
Kind regards,
The Orms Marketing
We are so sorry to hear about the poor experience you have had with our Repairs Department.
Our Managing Director will in touch with you shortly.
Kind regards,
The Orms Marketing
Best regards,
SJ
Shahied J's updateReviewer Update
18 Nov 2024, 15:37Update:
(Please note the main purpose of this rant was in the interest of consumerism and public awareness. Perhaps others will find this info useful, or not. Read at your own discretion)
I have received a call from Jason (Orms) today, with an apology for the situation, and in particular the poor communication (which is what ultimately ending up costing me money). I acknowledged and accepted the apology and also conceded that I wished I didn't have to go this route of publically expressing my dissatisfaction if the Orms staff had taken my plea for feedback more seriously.
As per our telephonic discussion, Jason has offered some form of recompense which I appreciate, which I have asked for to be put in writing (via email) for which I am currently waiting. Although I will not divulge details on this thread, I will update this thread accordingly.
NB The Blackmagic Design Atem Mini Pro mysteriously going faulty (after a software update) has me shook in terms of product confidence, even more so for the fact that it could not be repaired. Not sure if it was still warranty if it would have been replaced?
(Please note the main purpose of this rant was in the interest of consumerism and public awareness. Perhaps others will find this info useful, or not. Read at your own discretion)
I have received a call from Jason (Orms) today, with an apology for the situation, and in particular the poor communication (which is what ultimately ending up costing me money). I acknowledged and accepted the apology and also conceded that I wished I didn't have to go this route of publically expressing my dissatisfaction if the Orms staff had taken my plea for feedback more seriously.
As per our telephonic discussion, Jason has offered some form of recompense which I appreciate, which I have asked for to be put in writing (via email) for which I am currently waiting. Although I will not divulge details on this thread, I will update this thread accordingly.
NB The Blackmagic Design Atem Mini Pro mysteriously going faulty (after a software update) has me shook in terms of product confidence, even more so for the fact that it could not be repaired. Not sure if it was still warranty if it would have been replaced?
SJ
Shahied J's update18 Nov 2024, 15:37
Reviewer Update
Update:
(Please note the main purpose of this rant was in the interest of consumerism and public awareness. Perhaps others will find this info useful, or not. Read at your own discretion)
I have received a call from Jason (Orms) today, with an apology for the situation, and in particular the poor communication (which is what ultimately ending up costing me money). I acknowledged and accepted the apology and also conceded that I wished I didn't have to go this route of publically expressing my dissatisfaction if the Orms staff had taken my plea for feedback more seriously.
As per our telephonic discussion, Jason has offered some form of recompense which I appreciate, which I have asked for to be put in writing (via email) for which I am currently waiting. Although I will not divulge details on this thread, I will update this thread accordingly.
NB The Blackmagic Design Atem Mini Pro mysteriously going faulty (after a software update) has me shook in terms of product confidence, even more so for the fact that it could not be repaired. Not sure if it was still warranty if it would have been replaced?
(Please note the main purpose of this rant was in the interest of consumerism and public awareness. Perhaps others will find this info useful, or not. Read at your own discretion)
I have received a call from Jason (Orms) today, with an apology for the situation, and in particular the poor communication (which is what ultimately ending up costing me money). I acknowledged and accepted the apology and also conceded that I wished I didn't have to go this route of publically expressing my dissatisfaction if the Orms staff had taken my plea for feedback more seriously.
As per our telephonic discussion, Jason has offered some form of recompense which I appreciate, which I have asked for to be put in writing (via email) for which I am currently waiting. Although I will not divulge details on this thread, I will update this thread accordingly.
NB The Blackmagic Design Atem Mini Pro mysteriously going faulty (after a software update) has me shook in terms of product confidence, even more so for the fact that it could not be repaired. Not sure if it was still warranty if it would have been replaced?
SJ
Shahied J's updateReviewer Update
25 Nov 2024, 07:22Update:
Firsly (and most importantly) thank you to Jason of Orms for the sympathetic approach to my concern. I am happy to report that I feel satisfied (and grateful) with the follow up. Good to know that customer concerns (within reason) are being heard.
My one bit of advice to Orms (and others) is to make sure you get clients email addresses correct for corrrespondence. This small error can sometimes lead to bigger issues if no one follows up on them :)
Lastly on this note, thank you to John Clayford for the speedy expedition of my follow up sales order!
Firsly (and most importantly) thank you to Jason of Orms for the sympathetic approach to my concern. I am happy to report that I feel satisfied (and grateful) with the follow up. Good to know that customer concerns (within reason) are being heard.
My one bit of advice to Orms (and others) is to make sure you get clients email addresses correct for corrrespondence. This small error can sometimes lead to bigger issues if no one follows up on them :)
Lastly on this note, thank you to John Clayford for the speedy expedition of my follow up sales order!
SJ
Shahied J's update25 Nov 2024, 07:22
Reviewer Update
Update:
Firsly (and most importantly) thank you to Jason of Orms for the sympathetic approach to my concern. I am happy to report that I feel satisfied (and grateful) with the follow up. Good to know that customer concerns (within reason) are being heard.
My one bit of advice to Orms (and others) is to make sure you get clients email addresses correct for corrrespondence. This small error can sometimes lead to bigger issues if no one follows up on them :)
Lastly on this note, thank you to John Clayford for the speedy expedition of my follow up sales order!
Firsly (and most importantly) thank you to Jason of Orms for the sympathetic approach to my concern. I am happy to report that I feel satisfied (and grateful) with the follow up. Good to know that customer concerns (within reason) are being heard.
My one bit of advice to Orms (and others) is to make sure you get clients email addresses correct for corrrespondence. This small error can sometimes lead to bigger issues if no one follows up on them :)
Lastly on this note, thank you to John Clayford for the speedy expedition of my follow up sales order!