DAG Camera: Not replying emails ?

[Vincent.G]

I have sent Don my M2 and 50 cron DR from Singapore. They were delivered on 25 Jan 2014 according to tracking records. I have since sent Don three emails asking him whether the items have reached him safely and kindly requested him to update me on the progress of the work done but he has not replied yet.

Is this his usual working style? Or is it that communication network in his area is down due to winter storms? Is he on a vacation? He was very quick in replying when I last communicated with him back in 27 Dec 2013 for repair quotes.

I am quite worried because I do not know when I will ever get my items worked on and shipped back to me. I was hoping that he could at least replied me that my items had reached him safely and he would need XX weeks to work on them.

What should I do?

 

[Vobluda]

Be patient.

What should I do?

 

[roundg]

tes it's normal. try call Don instead.

 

[yossarian123]

Don't sweat it. My last repair in August took a couple of months. I called him after a month to touch base. Contacting him by phone works best.

 

[icebear]

+1. It's been years since my last M3 finder reglue job that Don has taken care of. Other than slow communication his service is great. Be patient, you have tracking confirmation that you stuff made it to him, he will take care of it, eventually. And in a couple of weeks you'll get a message.

 

[flyingpalm]

Don hurts his shoulder and that's why he's not replying emails.

 

[ampguy]

I've found that if you insert the line: "I am the Walrus" in your email to Don, he replies fast.

😉

 

[CameraQuest]

you have nothing to worry about.

Don does a great job, but can be slow to reply to emails.

Call him.

Stephen

 

[goamules]

I sent him 2 lenses about 3 weeks ago. I asked before sending how long it would take, he said about 3 weeks. I emailed him at the 2 week point to make sure they were getting done, and he said they were. A week later I emailed again to see status, he said they were ready. They were shipped yesterday, 3.5 weeks. If you set expectations, I've had great service from DAG. Great repairs too.

 

[Robert Lai]

Best to try calling him at various points during the day. He gets around to the emails eventually, but it could take a week.

 

[SolaresLarrave]

Don is a very patient man, but he's also quite busy. I've learned that if I want some quick turnaround, Sherry is the best choice. However, for dire, more difficult cases, I send stuff to Don. But then, when I do it, I know I'm going to wait for a while...

Don't despair. When he sends stuff back, it's like Christmas all over again. 🙂

 

[Vincent.G]

Glad to know that this is his working and communication style. I think I will give him a call a few days later. I know his work quality is top notch and that is why I sent him my equipment. I believe many people use his service so he must be real busy. I shall not disturb him and be patient as what many of you suggested.

On hindsight, I must have taken for granted the speedy correspondence that Sherry and Youxin (yes, Youxin is super quick with communication) provides.

 

[VertovSvilova]

I agree with all the 'just be patient' comments.

I've had great experiences with Don. Here's how I do it:

1) email for repair cost quote
2) he'll reply pretty quickly with a price quote and will ask when is the latest that you need the item back
3) email back saying, "I accept the quote, I'll ship it out tomorrow and I need it no later than xxxx"
4) ship it and then get the tracking record noting that he signed for it (so you know it's been delivered and no reason to ask him if it's been delivered)
5) sit back and don't contact him; none of this "did you receive it, or what's the progress" sort of stuff
6) eventually he'll send an email with the bill and saying "I've shipped it out, here's the invoice, send me a check"
7) item arrives back in a couple of days expertly serviced/repaired

It seems that the less you contact him, the faster he is getting the work done; and yet he will communicate when necessary. (Often in those communications, he has some interesting anecdotes, like stories of his apprenticeship days at Wetzlar.)

 

[Pioneer]

I agree that Youxin responds unusually quick. He must keep his I-Phone on his worktable, or else he has someone who can respond for him. But I can attest that though he may not respond quite as quickly to email, Don's work is no less impressive.

 

[arseniii]

Reading what people say about his customer care and inconsistent turnaround times I would never send my camera to someone like Don.

 

[goamules]

Don's work is much more impressive. He's who I use now, and I've used them all.

As with a surgeon, I'll go for ability over answering emails.

 

[rfaspen]

Add me to the list of "Don-ophiles".
I've noticed that he has periods of extra busy-ness. This is good for Don, and for us too because what will I do if he ever feels the need to close up shop due to low demand? The world will definitely spin a little slower when that day comes. In the meantime, everyone who outlined the particular way to do business with Don are correct. He is not a member of the immediate digital age (i.e., doesn't live on Facebook like my teenage son). He has *always* sent back my repaired gear when he said he would. It is good to provide Don with a date when you need your stuff back. Don can assess his workload and the amount of work necessary for your repair and either agree to the date or suggest another.

Don's work is exceptional and often goes beyond what I request (no extra charge). I've lost count of the things I've sent him (and received back), but its been a few to say the least. I give him a thumbs up and feel good about his "old world" approach to life. Luddites unite!

 

[saxonsraven1]

I have just delt with Don and it was nothing but excellent, he posted my item immediately. He gets 65 e-mails a day so he told me so the point I make did you identify yourself and your need so Don could make the mental connection? Just saying.

 

[mikemc_photo]

I retired from the WI area 20 years ago....DAG was my competition then and is still going today. Quality time spent on the bench not in the office. Communicate before , get shipper proof, wait for bill to come. I would expect bench time (no unusual parts ) at 3 weeks on most repairs in most shops, BUT find out before makes more sense.