As you probably know, I am a photographer. I love taking pictures and I have all sorts of accessories for my camera. Among the best things I have is a gift from my daughter Stefanie (possibly the nicest, most thoughtful gift she’s ever given me), a Gorillapod.
A Gorillapod is a small, extremely flexible tripod. You can use it on a desktop or put it on the ground like a regular tripod. Where it differs is when you bend its legs. For instance, you can bend its legs around a light pool or the railing on a deck.
The Gorillapod turns nearly anything into a camera brace. It scratches a photographer’s major itch.
Recently, while playing with mine, one of the Gorillapod’s legs popped from its socket. I can push it back in, can no longer safely trust the pod to hold when its legs are wrapped around something.
I fired off an email:
My daughter gave me a Gorillapod SLR-ZOOM for my birthday last year. It’s quite a nice present for a photographer. I’ve only used it a dozen or so times, but when I went to use it a few days ago, one of the legs popped out of its socket. It did so at the very top where it connects to the ‘camera platform.’
There doesn’t seem to be a reason. It looks fine. I haven’t mistreated it. I can pop it back in, but it’s not very sturdy.
I’m not sure what to do. It will be fine as a ‘standard’ small tripod, but I can no longer trust it to hold my SLR by wrapping the legs… which, of course, is its advantage.
Is there something I can do, or a warranty under which it can be repaired?
The next day I got an email from Helga at Gorillapod’s parent company, Joby.
I’m so sorry this happened to your SLR-ZOOM.
Could you please send me a photo of the damaged Gorillapod w/ the Joby logo showing and the type of camera you were using?
Do you know where it was purchased?
Please send me your address and phone number as well.
I did and promptly got another email.
We will send you a new one that will ship out today.
Again, I’m so sorry that this is happening.
Thanks and hope you’re having a great day!
And today, in a plain yellow padded envelope, my new Gorillapod.
I am astounded. This is too easy. It’s as if good customer service matters to them! What a concept.
This is a really good product – very useful. Just as important, it’s a product the manufacturer is proud of and stands behind. There’s something in short supply today.
Why can’t every service story end this way?