Client Review on The Lens Depot

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I rented a teradek hdmi wireless tx/rx kit, small hd 502 (to be used as a client monitor) and a Variable ND filter for one day.The teradek kit came with 4 Wasabi batteries (aftermarket, cheap) which we tested before we left, everything turned on so I assumed everything was fine. The ND filter comes with a screw that I did not rigorously check I just saw it was attached and there were no scratches on the filter. I left straight from the rental house to head to Miami where my gig was. I charged the batteries on the way to make sure they were fully charged. When I got to the location I put the filter on my lens and I noticed the screw that locks the variable Nd filter in position was loose and it would not screw in therefore was stripped. The Nd filter still works and actually holds itself in position without the screw pretty well. As we begin filming within the first few minutes the teradek’s are not working properly, they seem to be dead but how can that be? I call the lens depot and the tech that answered acted like I was crazy for saying they just stopped working and they informed me that gear doesn’t just stop working. So already you can see how they are making me feel worse. The batteries they sent for the small hd were the same type but different brand and worked fine. Obviously because the teradek has no usable batteries I didn’t need the extra monitor because that’s the only reason I rented the whole setup is to have a wireless client monitor. When I returned the gear the next day to the lens depot, the tech Tom (who never introduced himself over the phone or in person lol) told me they would test the batteries and let me know what they found out and as for the filter that it was obviously broken because of me. Email from Lens Depot after testing batteries..“The equipment you rented from us has been received. Per our conversation at drop-off, or techs tested the batteries from the Teradek kit. Upon testing the batteries, it was found that all 4 are not holding nearly as much of a charge as they should. We do apologize for the inconvenience. We also tested the handle on the ND filter. If the threading on the handle is stripped, this can easily be replaced & is an inexpensive part. Unfortunately in this case, the threading on the filter itself is damaged. In this case, the entire filter would need to be replaced which is $180. Given the circumstances with the Teradek, this is what we’ve decided to do. We are going to take care of replacing the SLR Magic filter. On the Teradek, we are going to issue a refund back as store credit for the full rental amount you paid. You will be able to apply this to a future rental once you are logged in prior to check out. The store credit amount including tax after the discount you applied came to $97.26. Again, we do apologize for the inconvenience.Thanks & have a great weekendTom”The thing is they stressed that they check everything including testing the battery strengths which is obviously not true, so how can they be so sure the Nd filter wasn’t close to stripping. They even said they are thinking about renting the variable filter without the screw so why would they want to charge me for it? I wasn’t happy with this so I emailed back and that produced an email from Oscar who I guess is in charge...“NickTom has brought me up to speed on this situation. It is very rare when our equipment malfunctions but unfortunately it can and will happen and for that we all apologize for the great inconvenience this caused you and your client. Unfortunately I don’t take kindly to threats with reviews etc and I will be refunding you 100% of your rental back to your card the moment I get back into the office on Monday. But I am also not going to be renting to you or you under your fathers account going forward.Again we apologize that this all transpired the way it didOscar“I told them if they would refund my money I wouldn’t give a bad review which they deserved and he said I’m not welcome to rent there anymore? ...lol wow...