Re: harris

They don't reply to direct emails or phone calls. Why would they reply to posts on a forum? I'm only half kidding. We recently upgraded our Velocity software from 8.2 to 9.1, and we had to buy it through Harris. It was a comically frustrating experience. From our regional rep screwing up the order at literally every turn, to a month after the purchase getting an invoice for sales tax they said I owed (after I had already received the shipment).

You couldn't download the update, they'd only send a CD, and after they got our payment ($1000), it took almost a month to receive our two copies of the version 9.1 software.

All through the process, they didn't return phone calls or emails. At one point I sent a very long, detailed email complaining about my experience to 5 different people. After getting NO response, one full week later I called and asked for the highest ranking of the 5. I actually got through to him, but he claimed he hadn't gotten the email and suggested I copy it and then send it through their "support" section of their website. He said they had "very tough" spam filters and often didn't get emails sent directly to them. I then proceeded to call each of the 4 other people to see if they'd gotten the email. It took a week to reach them all...but the answer was (drum roll please...) NOPE.

During all this I had resent the email through their web site contact page. That was months ago...and I never got a response.

Worse still...even after I had detailed my experience to these folks on the phone, instead of apologies, I got excuses. Most claiming their regional representatives don't do a good job representing their products and company.

I'll admit. He sucked. But they have to have the worst distribution and sales process I've ever seen. I don't know how anyone ever makes a purchase from them. I've also tried for months to find out if their software only Velocity software will read/write .dps files (I've heard it will), and if it's available for purchase if you don't already own their VelocityNX craft editing system.

You guessed it...no replies...no answers via email. I finally called...was directed to the same incompetent rep. He had no clue. He didn't even know they had a software only version of Velocity! But he said he'd get back to me with answers. That was months ago and I've still never heard back.

Such a shame. DPS was a great company when it came to customer support. You could call their VP for broadcast and NLE products on his direct line. You'd get a call back from tech support within hours, and emails were answered just as quickly. They'd ship you a replacement board overnight, no questions asked, and include prepaid overnight shipping and a padded, electrostatic bag to return the defective board.

We spent almost $100,000 with DPS/Leitch/Harris over the years. You'd think that would be worth something to the Harris, the current owner.



Chris Blair
Magnetic Image, Inc.
Evansville, IN
www.videomi.com