Customer service comes first

The week before we photographed Mark and Melissa’s wedding, I was photographing another wedding when I noticed my model lighting was not working. I was able to think fast and was still able to get some beautiful photographs without the lighting, but I was surprised that a fairly new flash unit was not working properly. When I got home and had the chance to perform a few tests, I was able to diagnose the problem as being with the battery pack which wasn’t holding a charge. This happened the weekend of Memorial Day and the manufacturer, Paul C. Buff was closed for the holiday until Tuesday. Ack! I had a wedding the upcoming weekend and was leaving first thing Friday morning so I had to somehow get in touch with customer support, explain the problem, and have a new battery pack in hand by Thursday afternoon! Needless to say I was freaking out. I called customer support first think Tuesday morning after the holiday break, and related my tale of failing equipment, expecting to have to push for the rush shipping and all. Well I had barely finished telling them of the problems when they responded by saying I would have a new unit at my door by Thursday afternoon, with no payment due! And they gave me plenty of time to ship the old one back, the cost of which they covered completely. Having the equipment with me at Mark and Melissa’s wedding made it possible for us to get the following shot which is one of my favorites from the day:

So Paul C Buff, Inc saved the day with their incredible customer support, I will definitely be a repeat client because I believe in supporting a company that puts a customer first. Everyone I have ever spoken to on the phone has been helpful and respectful. These ideals are the same we at Paul Francis Photography try to live by when working with and communicating with our clients. It is that personal touch that is reflected not only in our correspondence, but also in our photographs. If you are a photographer and are more interested in reading about Paul C Buff Inc and their equipment, there is a great writeup and behind the scenes look at their company here.

-Paul