A recent customer service nightmare involving Frigidaire and A&M Home Services in Grand Junction, Colorado made me doubly appreciative of those companies who haven’t forgotten to put the customer first.  I’ll never buy another Frigidaire branded appliance and the morons at A&M Home Services can, well…I’d better not say what they can do.  But, instead of castrating them in public (which I guess I just did) I thought I’d take a moment to celebrate a few companies that have consistently impressed me with outstanding customer service.

Acratech

Makers of the single best ballhead for outdoor photographers, Acratech not only makes a superior product but they treat customers as though we’re their lifeline.  Oh wait, we are – and these guys know it.  They have gone above and beyond several times when I’ve called for service, whether it be buying another product, asking a question or requesting parts needed for repairs.  Even more telling is that everyone I know who has ever needed service from Acratech has been treated with the same courtesy and professionalism I’ve experienced.

Artistic Photo Canvas

Just a couple short months ago I’d never printed one of my photos on canvas.  In fact, I was somewhat leary of it.  Then I find Artistic Photo Canvas (APC) on twitter.  At the time they were offering a promotion for first time customers so I ordered a canvas, but not before barraging them with a bazillion questions that, in retrospect, were probably pretty annoying.  They answered my questions and addressed my concerns promptly and without making me feel like an idiot.  And then the canvas arrived.  I was floored.  It was gorgeous!  So, I did what any good photographer would do and ordered another canvas wrap, this time 3 times the size.  APC called to verify a couple things and within days I was holding a breathtaking 32″ x 48″ canvas wrap.  Not only do they care about their customers, they do absolutely outstanding work.  In fact, I was so impressed, that we partnered with APC to offer a special discount on a gorgeous canvas wrap to purchasers of our iFotoGuide iPhone apps!  Give these guys a shot and you will not be disappointed.

Nik Software

One of my favorite clients convinced me that I needed to try the Nik Software Lightroom and Photoshop plug-in’s.  He knew that I place a high value on companies who deliver great service and, as a business owner himself, it was a sentiment we shared.  He told me about a great experience he’d had with Nik’s customer service department and how much he loved their product.  After my free trial download expired I was so hooked that I bought the Nik Complete Collection.  For some unknown reason I was unable to download one of the plug-in’s.  I called Nik’s Customer Service department and was astonished that it didn’t take 30 minutes to get a real live, English speaking person on the phone.  Nope, within 5 minutes the issue was resolved and I was on my way.  As with Acratech, I’ve since spoken to several others who have been treated just as well when calling Nik for help.  Could it be, a tech company that provides good customer service?  Yes, indeed.

Incidentally, if you’re in the market for some Nik Software you can use coupon code “BEDGE” in the Nik Store to save 15% on your purchase.

Oboz

During the summer of 2009 while on a trip to the Tetons I discovered on the first day that I had forgotten my hiking boots.  Yeah, I’m a scatterbrain at times.  I bought a pair of Oboz Yellowstone’s at a local store on the recommendation of the clerk.  I’m now on my second pair of Oboz boots and can’t say enough good things about them.  I wrote a gear review about the first pair that addressed a couple really minor issues.  A couple days later I received an email from Oboz thanking me for writing the review and explaining that they were about to release a revised version of the boot that addressed those very same issues.  Apparently, I wasn’t the only one who had complained about them.  Unlike so many companies today, Oboz actually listened to customer complaints and made product changes to fix the problem.  Holy crap!  Who does that any more?  Thanks, Oboz, for making a killer product and listening to your customers!

Outdoor Photo Gear

At one point or another most of us have bought something from B&H or Adorama.  Yeah, the prices are good and yes, they’ve generally been helpful when I needed to return something.  However, I can’t say that calling them with a question is the most pleasant experience.  And then there’s Outdoor Photo Gear.  They carry stuff for outdoor photographers at reasonable prices, and their employees are a true pleasure to speak to when questions arise.  They ship stuff fast, pack it well and when the need for a return arises, they have a very generous policy and are very helpful with the process.  Ah, such a nice change!

Pictureline

My first experience with Pictureline about 3 years ago was positive and every one since has been, too.  I’ve dealt with them online, on the phone and in person at the store more times than I can count and they’ve always been pleasant, efficient and helpful.  Most recently, I decided to invest in the equipment for using off-camera flash.  I went into the store and the clerk spent about an hour with me explaining different options and even walking me through some hypothetical set-ups.  Never did I feel rushed or like I was asking ridiculous questions.  The Pictureline employees I’ve had contact with have all been photographers, not some Joe off the road who just needed a job.  And they have always made doing business with Pictureline a great experience.  Their camera and lens prices are slightly higher than most online retailers but I pay it because their service far exceeds that which I have received elsewhere.  And they’re local to Utah!

Singh-Ray

Last on my list, but certainly not least, is Singh-Ray Filters.  I believe Singh-Ray filters are the best money can buy.  They are expensive but in this case, you do get what you pay for.  Over the years I’ve purchased several filters from them.  When one of my filters developed a strange film that couldn’t be cleaned off I contacted Singh-Ray, expecting to be told to buy another filter.  Instead, they overnighted a new filter to me at no cost (I didn’t ask them to send it overnight, mind you) and requested that I return the defective filter to them (regular old USPS).  A couple years later, when that filter was shattered on rocks due to my own carelessness, I sent Singh-Ray a note asking (sarcastically) if they offered discounts to “morons who leave their tripod mounted cameras unattended on unstable ground in gusty winds”.  Much to my surprise I received a note the next day saying that their records showed the purchase and they extended a generous discount on the replacement.  That isn’t to say they’ll do that every time but hell, they could have told me to pound sand and buy a full cost replacement!  Because of their service and the quality of their product I use only Singh-Ray filters and they’re the only filter I’ll recommend at my workshops.

There you have it.  Seven companies who produce awesome products and deliver top notch customer service.  Is their a company whose service so impressed you that you’d like to give ‘em some props?  Use the comments section below to tell us all about ‘em.  Feel free to include a link to their site, too.

A few weeks ago I was guiding a client whose tripod was one of those flimsy plastic drugstore kind that you can usually pick up for about $30 bucks.  I offered to loan her my extra tripod, an aluminum Manfrotto with an inexpensive but effective ballhead.  She graciously accepted.  At the end of our two days together she confessed that she was surprised how much easier it was to work with my tripod than her own.  Eagle eyed as she was, she noticed that my tripod wasn’t aluminum and that my ballhead differed from hers.  She asked about the differences and why mine cost so much more, and her query put my mind in motion.  Below you will find a somewhat more detailed version of my response to her.

First let me explain why you need a good tripod for nature photography.  Photographing during the “magic hour” usually results in slow shutter speeds and long-ish exposures.  Unless you’re built like a statue you probably aren’t going to create razor sharp images while handholding your camera during an exposure lasting several seconds.  Image stabilization is great but even this cool technology has limits.  Enter the lowly tripod to save the day. 

Tripods serve one purpose: they’re a secure platform upon which to mount our cameras.  Sure, I’ve used mine to hold a lantern, maintain my balance while crossing a creek and, when I was single, it was abstract art in the living room.  But really, we buy tripods because we crave images that are crisp and sharp.  We also look really cool carrying them over our shoulder when silhouetted against a setting sun.  In theory, any tripod will serve this purpose.  In reality, those weak little tripods with plastic heads and one of those awkward cranks for moving the center column up and down just aren’t that stable.  Nor are they very durable.  I’ve had several clients break these tripods during a guided excursion.  A broken tripod serves no purpose but to frustrate the crap out of you.  It pays to spend a little extra cash and get a whole lot more stability and durability.  Here are some suggested options to start you down the right path in your quest for the perfect tripod.

For around $150 you can get a rock solid aluminum tripod like the Manfrotto 190XPROB.  Add a ballhead with quick release plate like the Manfrotto 494 Mini Ballhead for about $70 and you’ve got a stable, very workable tripod solution for under $225 weighing in at around 5 pounds.  Not too shabby!

Let’s say you’re of average height and need a taller tripod than the Manfrotto 190XPROB, which maxes out at 57.5″ with the center column fully extended.  The Manfrotto 055XPROB offers a maximum height of 70″.  Combine that with the more burly Giottos MH-1302 ballhead, which is capable of supporting up to 18 pounds, and you’re ready for almost anything.  This system will set you back about $300 and weighs in at nearly 6 pounds.

If you don’t often hike long distances with your gear or regularly operate in wet or dusty environments either of the aforementioned solutions should suit you well.  However, if you spend long hours on the trail or you’re like me and are downright abusive to your gear, an upgrade might be in order.

The Gitzo GT2531 Mountaineer carbon fiber tripod weighs in at a scant 3 pounds but extends to almost 64″ in height.  Slap on the Acratech Ultimate Ballhead, which weighs just 12 ounces but supports up to 25 pounds, for a go-anywhere in any conditions tripod package.  Total cost: about $950.  Yikes!  That’s a new lens, right?

What do you gain by spending an additional $650?  Really, it’s not so much a matter of what you gain.  It’s about what you lose – weight.  Generally speaking, the more money you spend the more weight you shave.  For $950 you get a complete package that weighs less than 4 pounds and will withstand some serious torture.  A similar set-up for $300 adds 2 pounds.  If you’ve a strong back and legs it may not be worth it to you to spend that extra $650 on the Gitzo/Acratech combo.

Yes, there are additional differences.  Carbon fiber doesn’t transfer cold to your hands as much aluminum.  The Acratech ballhead will never need to be cleaned and will never fail on you.  The Giottos ballhead; not so much.  The Manfrotto tripods allow you to place the center column horizontally for strange angle photography while the Gitzo does not.  Manfrotto utilizes leg clamps, which many consider easier to operate than the twist-lock legs on Gitzo tripods.  The downside: they’re bulkier and may not fit as nicely in your backpack.

In the end, any of these tripod/ballhead combinations will work for most nature photographers.  Consider too that these are but a tiny sampling of the options available to you.  Is one better than the other?  I guess that depends on how much cash you’re willing to shell out to lose a little weight.

What tripod/ballhead system do you use and why?  What issues have you encountered in the field with certain products?  Leave a comment so we can all benefit from your experience!

I know, I know…photography isn’t all about the gear.  But even those who aren’t gearheads usually have a favorite piece of equipment they’ve used for years over which they would cry like babies if it was ever lost.

I thought it might be kind of fun to see what everybody considers their most favoritest piece of gear ever.  Since we’re all outdoor photographers this gear doesn’t have to be photography related.  It could be a backpack, a rain jacket or a GPS, or it could be a camera, tripod or filter.

For me, I think it would have to be my old Osprey backpack.  I wore it for years until I finally had to replace it because the suspension didn’t really suspend anything anymore.  The shoulder straps were totally compressed, the hip belt was torn up and the pack itself was frayed in several spots.  I called Osprey to ask about rebuilding the suspension but they advised it couldn’t be done.  I looked everywhere for a replacement but they pack had gone out of production and I couldn’t find it any where.  Reluctantly, I retired it and moved on to something else.  And then something else.  And then another something else.  I have yet to find a day pack that fits as well, carries as comfortably and holds up to abuse like that old Osprey.

My second favorite piece of gear is my Acratech Ultimate Ballhead.  Best ballhead on the planet for nature photographers.  I won’t go into detail but if you’d like to learn more about it, check out this recent post on my blog.

Last, but not least, I’d have to say that iFotoGuide is pretty darn cool, too.  Nothing else lets you carry an entire photo guidebook on your iPhone or iPod Touch.  Of course I’m a little biased since I did co-create iFotoGuide.

Your turn!  Use the comment field to tell us about your favorite piece of gear.  Who knows, maybe someone else will read your post, buy the gear and in a few years they just might feel the same way about it that you do.

I’ve owned and used the Acratech Ultimate Ballhead for almost 5 years.  I think I’ve probably got enough experience with it now to write a fairly qualified and informed product review.  Here goes…

The simple fact that I’m still using the Acratech Ultimate Ballhead after 5 years probably says more than anything I’m about to write.  I’m a gear junkie and I’m very hard on every piece of equipment I own.  That my Acratech Ultimate Ballhead is still going strong is either a fluke or it’s just one hell of a solid piece of equipment.  I’m of the firm belief that it’s the latter.

What I like:

• The open ball design requires no lubrication or cleaning.  Get it sandy, wet or muddy and it still operates smoothly.
• Made of CNC aluminum, the Ultimate Ballhead weighs less than a pound.  Mated to my carbon fiber tripod, the whole thing weighs in just under 4 pounds.  My back likes that a whole lot.
• Despite the flyweight, it’s about as durable as anything on the market.  Mine has clawed it’s way through slot canyons, been dropped on granite and dunked in lakes, rivers and creeks.  It’s beat to hell, but it just keeps working.
• Super easy to use.  No complicated mechanisms – just a couple knobs covered in a pliable rubber that don’t hurt your fingers when it’s cold.
• Even with a pro camera and 100-400mm lens attached, the ballhead locks down tight and won’t budge until you need it to.
• Top notch customer service.  This is huge to me, since most companies couldn’t care less about your business.  Acratech likes their customers and have always treated me well.  I have several friends who use Acratech products and they’ve all consistently received fantastic customer service.  Sooooo refreshing.

What I don’t like:

• The quick release mechanism is comprised of two tiny springs that push the clamp open as you loosen the knob.  If the clamp isn’t kept closed when not in use it is possible for the springs to pop out.  The ballhead still works, but requires a little extra effort to open the clamp.  When this happens Acratech will send you new springs at no charge.  I know this because in 5 years I’ve had to replace the springs 5 times.
• The main knob is larger than the other two.  This is good.  What isn’t good is that the other two knobs are the same size.  One operates the quick release while the other controls the horizontal axis movement.  If you aren’t careful it is possible to loosen the QR when you intend to turn the other knob, which could result in your camera going skydiving.

Update Feb. 13, 2011 – I bought another Acratech Ultimate Ballhead just a couple months ago to use on my back-up tripod.  I’m happy to report that they’ve resolved both issues mentioned above.  The QR release now doesn’t open far enough to allow the springs to pop out.  They’ve also made the knob that opens the QR mechanism an entirely different shape than the one that controls the horizontal axis movement.  What was a near perfect ballhead is now officially perfect.

As you can see, there isn’t much about the Acratech Ultimate Ballhead I don’t like.  It’s just a good piece of kit that I highly recommend for nature photography.  If and when mine ever dies I will replace it with another Ultimate Ballhead.

Do you use the Acratech Ultimate Ballhead?  What are your thought on it?  Leave a comment with your likes and dislikes.