Kessler Crane undoubtedly makes some decent products for cinematographers (or so believed by the community), but they fall far short with their customer service and dishonesty.
Some time ago, I ordered a Philip Bloom Signature Pocket Dolly. Great product as advertised, except I received a blatantly defective model. Having contacted customer support, sent numerous back-and-forth emails between support techs, and even made a video outlining the defect in my received product, they finally agreed to exchange my Pocket Dolly for a new model, requiring me to ship the item back at my expense. For what it's worth, the issue I was having was that the slider was "catching" or "sticking" at a certain point on the track, even creating an audible click as it did, not allowing for a consistent and smooth slide.
I shipped it back and re-received my Pocket Dolly saying it had been "repaired." Their promised "item exchange" has now turned "item repair," and I got my original Pocket Dolly back with the same defect. Upon contacting Kessler Crane again about the issue, they said they had been unable to re-create the problem I had, regardless of the fact they had said they'd REPLACE my item. This time around, I had them send another Pocket Dolly as I held on to my original so I could make sure I'd receive an entirely new product, not trusting them to not scheme me again.
After having finally settled this ordeal, new all-terrain legs were released for this Pocket Dolly model. I contacted them again hoping to be able to upgrade my legs at less of a cost, especially because it took so long to settle this mess, but nope, no can do. Figures.
Decent products per se, but a lack of customer support presence. I will be steering clear of this company in favor of Cinevate. My Pocket Dolly is already on its way out to welcome in a Cineslider. read more