EDIT: The seller on Amazon saw this blog post and has sorted the issue for me and they have complained to Godox about their customer service, so I now have a working flash.
Godox themselves have not been in contact, other than their customer service replying that I had to cough up the £22 or I got nothing.
Back in July my Godox Flash went wrong. I simply got an E9 messgae on the LCD and it wouldn’t work at all. It was annoying as I had enjoyed using Godox flashes and wireless transmitter up until then and had even recommended them to others.
I emailed Godox customer support and got a fairly swift reply:
Hello Neil, a
E9 on the LCD, procedure is gone wrong by improper operation, you will have to re-upgrade the Firmware, and that ought to reset your flash.
I couldn’t upgrade the firmware as I got the “Does not recognise the USB device” error message every time I plugged in the USB to my PC.
So left the flash a few days with the batteries out and tried again with no luck. So emailed back saying it didn’t work explaining the above, and I got no reply after 10 days so emailed again.
After another 5 days later I finally got a reply
Hello Neil,
I am sorry but i am trying to sort out this problem with Godox China.
Anyhow, the engineer is requesting a video clip to have a better understanding
Would you be as kind as to do that? thank you!
Now it took me week to get round to film it and send it as the file was too big to email and I feared the one week limit on the download link would expire before they got round to downloading it at their end if I used WeTransfer file transfer service. I did and got this reply, 8 days later
Hello Neil,
Terribly sorry, but there seems to be a technical problem to open your video clip (see below note from Godox-China) could you please be as kind as to re-send it.
I think we can all guess what the ‘technical problem’ was here.
I was getting annoyed by this point and had some personal stuff going on so left it for a week before I sat down and tried again. TBF I got a reply that day saying it had been forwarded on to the engineer.
2 weeks passed and I got a reply
I am very sorry about this long delay, At long last Godox – China has come with a solution, they haver agreed to ex-change your faulty TT350 flash
Could you please be as kind as to send me back your faulty unit, to the below address.
So sent it off at my own cost a couple of days later and waited for a reply.
And what I got in response, after all that was somewhat disappointing
Hello Neil,
Just to let you know that, I have received your faulty flash!
My plan was to send you straight away a replacement, but unfortunately, we haven’t got in stock any longer.
So i have taken the liberty to enclosed a quotation for a new V350o flash unit, there’s a difference of £ 22.00 though.
Please let me know if you would like to proceed with this, otherwise, we will have to wait until i received the replacement from Godox, within 12 weeks.
12 WEEKS! That’s 3 months! Or I pay them MORE money and get a flash that is identical except it uses a built in battery, for which I’ll have to pay out more money to buy a spare.
I had enough by this point and sent the following:
Hi Juan,
I ‘m afraid waiting 12 weeks is unacceptable. I have been waiting since the 1st July for this to be sorted and have missed a large part of the insect macro season without my flash set up.
I will have to ask for a refund (I paid £69.00 on Amazon) and would like the £4 postage I paid refunded as well.
Kind regards
The response a couple of days later was
Morning Neil,
I am not justifying the slow process , unfortunately, sometimes this things happen.
Did you buy the unit from us. Photomart i.e.
Now life got very busy for me at this point and dealing with a constant back and forth trying to get a refund on a £70 flash just wasn’t an priority.
But on a recent effort to clear my email backlog I sent a reply:
It was bought from Amazon via Letwing Digital Studio
Unfortunately for me, despite the fact it through Amazon UK they decided suddenly, now I had asked for a refund,that this was an issue.
Hello
Well since it was purchased from Amazon , this product is a grey import, as Letwing is a Chinese dealer, you should have take it with them directly.
Regards
Juan
After all this time, they decided it wasn’t there problem. They now have possession of my flash, which I posted to them at my own cost and had me waiting for them for weeks (even taking into account delays at my end)
So I then asked them this:
So will you not replace the item either then?
regards
Neil
The reply was
I am afraid the answer in no.
I made you an offer, that you declined …! So i have taken the liberty to enclosed a quotation for a new V350o flash unit, there’s a difference of £ 22.00 though.
Regards
Juan
I find this hard to read as anything other than “you had your chance now give us more money or get nothing” I didn’t expect top level customer service paying what I did, but this is just beyond poor.
I sent the following for clarification a few hours ago:
So just so I’m clear: basically its pay £22 or get nothing?
Regards
Neil
We shall see what the reply is…but needless to say I will be avoiding Godox in the future and I advise you do too!
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