Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/16/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 14, 2023, I purchased a license for ******* Resolve Studio and made the payment via ******. My setup worked well until about 2.5 weeks ago when (after an update) the software asked me to enter my license key again. After searching for the original emails from Blackmagic containing the license key and other details, I determined that I couldn't find it and reached out to the company directly to help me resolve this small issue. I provided them with all ****** transaction information from our ****** account and waited to hear back. It wasn't until about 5 days later I heard back and they asked for more ****** information. I provided them with everything I had and didn't hear back for about 5 more days. When I did receive a message back they asked for the exact same information. It has been another two days, and I have still not heard anything. It's clear they are not taking this seriously, even though we need the license key to continue working on our video projects. All we're looking for is our original license key so that our small business can continue working. This has been a major disruption for us.

  Business Response

  Date: 10/17/2024

  Mr Vanderwier is correct. He provided all the information he was asked for in a timely manner.  Our response took far to long for the nature request.  As of this message we have recovered his activation key and have sent it to him via email. I will have one the managers call him back to ensure he's received his code and that all is well.

  Customer Answer

  Date: 10/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22430878, and find that this resolution is satisfactory to me. It is frustrating that I had to end up using a third party to resolve the issue, but I'm glad we are able to continue working on our projects properly again.
  
  Sincerely,
  
  Scott Vanderwier

• Initial Complaint

  Date:01/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I updated my operating system but I already own a license for their Resolve Studio software. When I tried to open the program, I was prompted to enter the license key. However, there is an error. I cannot log back into the software. I called support and they suggested I try different networks as it is an Internet issue but looking at discussion boards this seems to be an ongoing problem on their end that they are lax in addressing. The host where the activation key connects is having internal errors and Blackmagic isn't doing anything about it after collecting hundreds of dollars for software. I want a better answer than "find other wifi." They assume that everyone is able to use a hotspot or find other wifi. It is very ableist, classist and terrible customer service.

  Business Response

  Date: 02/01/2024

  Hello,

  We've been in contact with the customer upon receiving this to offer them a refund.  I am having one of my techs contact him back to make sure that everything went smoothly.  If not the customer is welcome to contact us back for further assistance.

  There is no current issues with product activation at this time.  So the most likely culprit is that it was typed incorrectly. We can help with that as well, but are happy to offer the refund.

   

  Best Regards,

  Joshua

  Business Response

  Date: 02/01/2024

  Hello,

  We've been in contact with the customer upon receiving this to offer them a refund.  I am having one of my techs contact him back to make sure that everything went smoothly.  If not the customer is welcome to contact us back for further assistance.

  There is no current issues with product activation at this time.  So the most likely culprit is that it was typed incorrectly. We can help with that as well, but are happy to offer the refund.

   

  Best Regards,

  Joshua

• Initial Complaint

  Date:06/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a camera from this company less than 9 months ago. The device crashes after recording footage longer than 7 minutes if operated according to their publushed instructions. It appears to be overheating and is unusable as adadvertised. reached out to them via their official support form on their website to RMA the device. I have recieved no response and am not sure where to go next to get my coverage honored for the camera which was sold to me with a guarantee of a 12 month warranty.

  Business Response

  Date: 06/07/2023

  ******************** first reached out to us via eamil on 06 June 2023 at 09:30 PM.  Ticket number: BGW-273-39134

  Our tech responded early this morning with some confirming questions. 

  ******************** has not yet responded. We consider this an ongoing case and are waiting for feedback. 

  There have been a few reports of bad ***C cables causing overheating problems (which was our first question). Other potential issues are that it could be a bad fan, or potentially dried thermal grease.  We do prefer to check the external (easy to check) issues in the field.  Failing the *** cable check we'd likely need to bring that camera in for diagnosis.  The camera does indeed have a 1 year warranty and we are happy to bring it in once we have confirmed the ***C able is not the issue.

  ******************** may simply respond to the current email chain to continue dialog.

  Refund is not possible as the camera is already approximately 9 months old.  But we will honor our warranty and repair the device. 

  I can provide ticket log if necessary.
  

  
  

  Customer Answer

  Date: 06/08/2023

   
  Complaint: 20154189
  
  I am rejecting this response because:

  I recieved an email this morning from Blackmagic Design after submitting the BBB complaint and BBB contacted them on my behalf. Blackmagic Design support suggested the camera is overheating due to the usb cable I am using. They have not indicated or admitted a fault with the device and are asking for a picture of the camera's usb port. I answered their response that I am using the original cable. I await further instructions on how to proceed with fulfilling this device's warranty coverage.

  Sincerely,
  
  *************************

  Business Response

  Date: 06/08/2023

  That's not entirely accurate.

  True, we escalated *********************** case with an additional response due to his BBB email.  However, we were already waiting on his response regarding the *** cable prior to even seeing the complaint. In an effort to be helpful we reached out again prior to receiving ************************ response.

  We asked about the *** cable because we've seen issues with off brand cables before. It is helpful to know its the factory cable (it rules out a potential issue).  The photos of the camera specifically the *** port are standard practice. Please continue to work with support to continue the process.

  Customer Answer

  Date: 06/13/2023

   
  Complaint: 20154189
  
  I am rejecting this response because:

   

  I received the following email and was asked to pay for and send my camera in "for repair". Below is the email I received from BMD regarding ***ing the device. I wanted to point out that under PRODUCT INFO***TION the issue is written as "Powers off After Running for a Few Minutes". This is not the issue as I described to BMD. The issue has to do with the camera "powering off" or crashing when recording and ambient temps are 80 degrees F or higher (outdoors). The issue does not occur in ambient temps 70 F or lower (indoors).
  
  The full email from BMD:
  Hi,
  
  I have included the product return receipt below for the product you're returning.
  This also includes our address details for shipping the product to **.
  
  It's very important to check this information for accuracy and then print and include it
  with the product you're returning. This will help us ensure the product is returned
  without any delays.
  
  Please let me know if you have any questions at all.
  
  Regards,
  
  *************************
  Blackmagic Design
  
  ==================================
  Blackmagic Design Product Return Receipt
  ==================================
  
  REPORTED DATE: Monday, June 12, 2023
  
  REFERENCE NUMBER: 324134
  
  CUSTOMER INFO***TION
  *********************************
  Sampo Films
  Phone: ************
  ********************
  *************************************************************
  ***
  
  RETURN PRODUCT TO
  *************************
  *** 324134
  Blackmagic Design ****
  ***************************************************************
  Phone: *****************
  
  PRODUCT INFO***TION
  Model: Blackmagic Pocket Cinema Camera 6K G2
  Serial Number: *******
  Manufactured: *******************
  Issue: Powers Off After Running for a Few Minutes
  
  Label return shipment as: "Faulty Product returning to manufacturer for repair"
  
  ==================================
  
  Blackmagic Design return general instructions:
  
  1. Return Material Authorization (***) numbers are valid for ten (10) business days from the date of issuance. Blackmagic Design **** must receive returns within that time. After ten (10) days, you must contact Blackmagic Design to re-activate the ***.
  
  2. DO NOT include add-on or 3rd party accessories with your *** shipment.Blackmagic Design is not responsible for any lost or damaged accessories that are sent in with the *** unit. If sending in an accessory is unavoidable, or it is required for the investigation of the issue, please be specific and describe the additional contents of your shipment to the support contact.
  
  3. Enclose a copy of this email with your return. Write the *** number outside the box (see "REFERENCE NUMBER" in Product Return Receipt section above). The *** number must be clearly marked on the shipping label of each carton, although please do not put *** on the physical product itself. Packages without the *** on the outside cannot be traced and may be refused.
  
  4. When sending products to Blackmagic Design for warranty claims, the products to be returned must be securely packaged, preferably in the original cartons.Customer assumes the risk of loss or damage during shipment. Blackmagic Design shall not be liable for any loss or damage during shipment. Freight, ******************** are the responsibility of the customer. Any duties, taxes, and processing fees are covered by the customer.
  
  5. Ship to the ********************** address printed above via the carrier of your choice. Blackmagic Design will not be responsible for shipments for which the carrier cannot provide proof of delivery. Customers are responsible for shipment of the product to Blackmagic Design. No collect shipments will be accepted.Shipments arriving at Blackmagic Design with charges due are subject to being returned unrepaired with all charges, including return expenses, due and payable by the originator.
  
  6. Blackmagic Design products that are returned due to customer-induced damage or improper shipping/packaging methods will not be accepted and Blackmagic Design reserves the right to contact the customer so they may take up a claim with the carrier and/or return the product to the customer at our expense in the condition that it was received.
  
  7. Please include cables, power supplies, and DaVinci Resolve Dongles as well as the defective product unless otherwise instructed. If all items are not returned you may be charged for any unreturned portion of the product at replacement cost. Fees may apply to re-ship returned items.
  
  8. Blackmagic Design will either repair or replace defective products. Upon receiving the products, repaired units will normally be shipped out within ten business days and replacement products will generally be shipped out within five business days. Blackmagic Design will cover the freight charge back to the customer. Any duties, taxes, and processing fees are covered by the recipient.
  
  ****************************
  
  Technical Support Representative
  
  Blackmagic Design ****
  
  www.blackmagicdesign.com
  
  
  
  Ticket Details
  
  Ticket ID: *************
  Department: *** Department
  Type: Issue
  Status: Open
  Priority: Normal
  

  
  ---- END EMAIL ----
  
  I will now send the camera to the address provided and post updates here.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/14/2023

  An RMA has been issued. We are currently waiting on the camera to come back to ** for service.  I have asked to be notified when it arrives.  If it is found defective, we will repair the camera. 

  Our warranty does not cover a refund. Any refund would need to be sought from the originating reseller.  This particular camera was sold in ***** and could only be refunded through the originating reseller there.  Our warranty does cover repair of the camera so long as it is in physically good shape.
  

  Customer Answer

  Date: 06/15/2023

   
  Complaint: 20154189
  
  I have shipped the camera today, tracking ***** 4209453865209405830109355005203879
  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/15/2023

  We will evaluate the camera when it arrives.

• Initial Complaint

  Date:03/31/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Tried cancelling my account months ago, nothing on their site allows you to cancel your account, that is easily accessible. The delete button legitimately is 'grayed out'. Sent one email telling them to cancel my subscription on Wed, Mar 1, at 9:09PM. Only emails received since then from the company is one for an update for upcoming payment and one for my invoice and receipt once they pulled the money from my CC. Even their topics don't cover it and for months this thread titled "Blackmagic Cloud how to cancel subscription" has been unanswered by their team, Link included below in parenthesis. "**************************************************************************************************"ARL in ********** states "b. If the consumer initially accepted the subscription offer online, the business must offer the consumer an accessible method of cancellation that is available exclusively online. To comply with amended ARL requirements, this online cancellation method must allow the consumer to cancel at will, and should be provided as:i. A prominent link or button, which may be provided in the consumer account profile; AND/OR ii. A pre-formatted termination email that the consumer can send to the business without including any further information."Please refund my money immediately and cancel my account. Thank you,

  Business Response

  Date: 04/06/2023

  Our online account management is currently in a BETA state.  It is under constant development.  There have been a number of changes recently to make account deletion easier, but it still has a ways to go.  I will send the information directly to the accounts team for account deletion as well as a full refund.  We apologize for the trouble. 

   

  Any refund might take a few days to clear, but we will send the account deletion request immediately.
  

• Initial Complaint

  Date:03/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  BMD has mistreated me through their forums and phone calls. 1. I have not been allowed to post information regarding PRORES RAW (rival codec, which Premiere Pro does support Black Magic RAW) support in Davinci Resolve, which I paid over $300 for. So they are moderating anyone who disagrees with their practices. 2. I have never properly been helped when calling in; tech support is useless. They don't even follow up with me.

  Business Response

  Date: 03/09/2023

  ******************* has been in contact with us a number of times over the last few years, since he's purchased DaVinci Resolve software.

  His previous tickets have been mostly program usage questions which are pretty typical.  He's had a few tickets where he's been mildly abusive with our staff and he's had one feature request.
  

   

  For Issue 1:
  

  His moderation on our forums have to do with the above feature request.  Specifically he wishes for a particular codec to be added to our software.  This is a fairly widely requested feature but we have not implemented.  This has not been announced as a feature, currently or upcoming.  The forum moderation is not about the content of his posts but his tone.

   

  For Issue 2:

  We have answered every question he's asked with exception of the angry email he sent us after he was moderated on our forum for unbecoming behavior. 

   

  I am providing a screenshot of his ticket log. The second and third most recent tickets are ************************ about the feature request we have not implemented.

   

  As for *********************** desired settlement.  We currently have on active ticket that was started yesterday, has a half a dozen responses from my staff and is actively being worked on. ***** noting is that this complaint was filed 5 days prior to ************************ current email. Previous to that we had not received a support related email since September 2021. 
  

  Customer Answer

  Date: 03/09/2023

   
  Complaint: 19530021
  
  I am rejecting this response because:

  
  

  
  

  "******************* has been in contact with us a number of times over the last few years, since he's purchased DaVinci Resolve software.

  His previous tickets have been mostly program usage questions which are pretty typical. "  These typical questions are never resolved.  If I call in, you all never the answer to fix the issue, which then turns into an email campaign. The issues I called in the past were never resolved. Please don't forget, Davinci Resolve is not without error, it does have bugs, which does prompt users like myself to call in. 

  
  

  
  

  
  

  "He's had a few tickets where he's been mildly abusive with our staff and he's had one feature request." Abusive? That's some strong language. Care to elaborate? It is not my intent to be abusive or give anyone a hard time but I will calling in and no getting help is extremely frustrating. 
  

   

  For Issue 1:
  

  "His moderation on our forums have to do with the above feature request.  Specifically he wishes for a particular codec to be added to our software.  This is a fairly widely requested feature but we have not implemented.  This has not been announced as a feature, currently or upcoming.  The forum moderation is not about the content of his posts but his tone."  You aren't allowing my posts because you are engaging in censoring. It has nothing to do with tone. The fact is I paid $300 for this program and you all are afraid of competition. Don't take it out on me or people like me. DJI, **** use Apple Pro Res, maybe you should be talking to them for your own codec.

   

  For Issue 2:

  "We have answered every question he's asked with exception of the angry email he sent us after he was moderated on our forum for unbecoming behavior."  You can talk about my behavior but the fact remains you all or "you" have been censoring me and it is extremely unfair. 

   

  I am providing a screenshot of his ticket log. The second and third most recent tickets are ************************ about the feature request we have not implemented.

   

  As for *********************** desired settlement.  We currently have on active ticket that was started yesterday, has a half a dozen responses from my staff and is actively being worked on. "  I gave up trying to call in because nothing was getting accomplished. Your staff is actively working on responses from 2021? When was I going to hear about I wonder. 

  
  

  Worth noting is that this complaint was filed 5 days prior to ************************ current email. Previous to that we had not received a support related email since September 2021." You've been called out, and will continue to be called out for this type of behavior. As a business owner, shame on you. 

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:09/13/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have never used this account. I signed up and immediately realized I didnt need it. Ever since then I have tried to contact them and cancel. It has been nearly impossible, as no one ever answers the phone and responds to an email I am sending this to the better business bureau. I have called left messages and sent emails

  Business Response

  Date: 09/19/2022

  Hello,

  To whom it may concern,

   

  *********************** contacted us twice via email.  We've responded too each.  We've provided instructions on how to remove her payment info and prevent further charges.  Looking at her account activity shows she was unsuccessful in removing the payment and still had an active account. To that end I manually removed the subscription and disabled the account. She should receive no additional charges moving forward.
  

   

  I've asked the accounting team to refund the following transactions.
  

  BB2A15AE-0004 Sep 12, 2022 $5.00 USD paid
  BB2A15AE-0003 Aug 12, 2022 $5.00 USD paid
  BB2A15AE-0002 Jul 12, 2022 $5.00 USD paid
  BB2A15AE-0001 Jun 12, 2022 $5.00 USD paid

   

  I hope this resolves the issue to everyone's satisfaction.

   

  Customer Answer

  Date: 09/20/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/30/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had the free version of the program and it worked for months leading up to this, out of nowhere without me downloading anything or changing anything it stopped working. The program would crash over and over, so i called support and was told "unless you have the paid version we cant help you". So I paid the $295 for the license key to get the paid version. The paid version didn't work and I didn' expect it to, I paid $295 so i could get the support line to actually listen to me and help me out.(*************: *************** found on https://www.blackmagicdesign.com/support/contact/phone) I first contacted the company on Wed 8/24, they requested a couple files over email so they could "diagnose" my issue. I sent the files to them and the context of what I was doing at the time when the program stopped working. The next day(8/25) I called them for an update and there was none, they also were just trying to shove me along. I called again the next day(8/26) and there was no update and they told me "calling more doesn't solve it, you are making this take longer". I then got an email with a nothing burger of an update, they told me to upgrade my hardware even though the free version of the program was working for a long time on "sub par" hardware. So I upgraded my hardware and the program still didn't work(what a shocker), I called them again the next day and was told again to just wait. I didn't get another update until 8/29, I tried the fixes mentioned in the email and they didn't work. So I replied to the email, then today I called again. I was told that I couldn't speak to a supervisor, I couldn't be put on hold to wait to speak to anyone(they claimed they dont have the capability to put people on hold), they also wouldn't let me file a complaint against an extremely disrespectful employee.I unfortunately cannot fit the entire situation within this text box. I just wanted to use the program I paid for, but BDM is a complete scam and their company has no morals.

  Business Response

  Date: 09/12/2022

  In spite of the customer using abusive language several times with my staff over the phone, we've been in continual contact and have recreated his issue.  We've provided a work around to his issue and submitted the issue report to engineering.  There is not too much more we can do.  I would be more than happy to help the customer get a refund if that would be helpful.

• Initial Complaint

  Date:05/23/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a camera which was faulty out of the box, I contacted their customer support, they said I need to ship the camera to them and they will either repair it within 10days or replace it within 5days. It was told to me over the phone and its in writing on email, Once they got the camera they are now saying they wont have an answer for weeks. I am a production company and we cant do any work without the camera. This is the second camera of theirs that was faulty out of the box, we had to eat the cost of the first one and now this is happening again.

  Business Response

  Date: 05/31/2022

  ************** camera was indeed sent to us for service. Though the camera was not new in the box but rather 6 months old being manufactured in December of 2021.  Our standard practice for this sort of service is to repair the product.  Blackmagic always tries to effect repairs as quickly and as efficiently as possible, though it can be difficult. 

   

  With supply issues being felt by many manufacturers it is at times difficult for us to say exactly how long a repair might take.

   

  Unfortunately, in this case ************** was less than courteous and resorted to threatening and name calling on several occasions.  My staff was nothing short of courteous and caring in it's response. 

   

  Suffice to say his camera has since been repaired free of charge and has been returned to the customer prior to me receiving this complaint.

   

  Please do not hesitate to let me know if you require more information.

   

  Best Regards,

  ******

  Customer Answer

  Date: 05/31/2022

   
  Complaint: 17244033
  
  I am rejecting this response because: A - the camera was in the condition received when bought from blackmagic designs authorized vendor. It was bought in January and returned with the manufacturer problems which I have emails from blackmagic stating it was indeed a faulty circuit board, they returned the camera today and it is still faulty, the software does NOT update which is literally one of the faults I listed and that it was sent in for, so I do not have to be courteous when we were told 5-10days and then once they get the camera they say it will actually take weeks before they even get to the camera to assess it, after i clearly stated that we have productions pending and need a working product that we paid for. We were clearly being misled every step of the way and it negatively affected our business as a result. I paid for a product and I am not in the wrong for expecting a working camera. I have the receipt of purchase and the emails stating its a faulty circuit board. So it was NOT damaged by us in anyway and pretending that they received an old used camera once again points to the level of dishonesty in their service department. I stand by my comment that I find their staff spiteful and terrible at keeping the terms they set out in their email correspondence and I dont care whether they are incompetent or just spiteful, this is no way to do business. The threat they are referring to is my very real intention of setting up a class action law suit as I cant imagine being the only customer who is experiencing this level of dishonesty. They are developing a reputation for faulty products and then making it h*** for clients to get a working produce. Also I want to point out that the term of sale did not state that we pay full price and ****** on whether we receive a working product. One would think it would be a very simple solve, if the product is faulty (which was admitted by their  staff in an email) replace or fix itit was only after receiving their email stating that it would take weeks to even get around to inspecting the product that I threatened to contact the BBB, which I then did. And I will be moving ahead with further legal action if this is not resolved. I still have a faulty product so the matter is very much not resolved, and this is the second faulty camera I have received right out the box. There are emails that goes back years about the Ursa 4.6k camera which they simply abandoned in software support. Their current Ursa 4.6k G2 has also been abandoned in the software support and their are a huge amount of people up in arms about this company.   
  
  Sincerely,
  
  Cobus *****