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how amazing is AJA support ?

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Bob Zelin
how amazing is AJA support ?
on Apr 9, 2009 at 10:35:39 pm

What other company would do this?

Install Kona 3. One week later, no audio output from AJA Kona 3 K3 box. I request K3 replacement, AJA FedEx's replacement. That's not the problem. I request multipin cable that goes between K3 box and AJA Kona 3. Next day, AJA FedEx's replacement. Still not the problem. I go in to customer site, change all the cabling, confirm that I have not screwed up. I verify VTR, I verify mixer, I verify cabling, I verify everything. I trash all preferences, I uninstall and reinstall all drivers. Still no audio.

I call AJA. Without a single hesitation, they FedEx out a replacement AJA Kona 3 card. 3 FedEx's on their account, no questions asked. Whatever it takes, the customer must be working, the customer must be happy.

WHAT OTHER COMPANY ON THESE FORUMS WOULD EVER DO THIS (and eat the FedEx Fee). PRAISE AJA. On your hands and knees my fellow FCP users, PRAISE AJA ! (you guys are amazing).

Bob Zelin

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walter biscardi
Re: how amazing is AJA support ?
on Apr 9, 2009 at 10:40:11 pm

I light a candle in my little Nick Rashby shrine every night. :-)

There is simply nobody else like AJA in the business, nor in many other businesses right now.

Walter Biscardi, Jr.
Biscardi Creative Media
HD and SD Production for Broadcast and Independent Productions.

Read my Blog!


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Warren Eig
Re: how amazing is AJA support ?
on Apr 9, 2009 at 11:02:43 pm

I second that, Rudy and the boys over there are great. I've had the no questions asked swap too. Simply AMAZING!


Warren Eig

O 310-470-0905





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Ramona Howard
Re: how amazing is AJA support ?
on Apr 10, 2009 at 12:43:01 am

You guys gotta understand that they can do this BECAUSE their hardware simply doesn't fail :)

Yes once in a while something will go amuck, but just think about it. If a company had to constantly do this, they wouldn't be in business very long. They go above and beyond because they don't have to. They do it because they are honest people with REALLY GOOD PRODUCTS. Now you know why us in the high-end world never switch. We need stuff that just runs 24/7....and a company that stands behind their stuff.


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Dave Jenkins
Re: how amazing is AJA support ?
on Apr 10, 2009 at 3:09:39 am

I have had the same support from AJA. I talk them up ALL the time! THE BEST!

Dajen Productions, Santa Barbara, CA
MacPro Two 2.8GHz Quad Core - AJA Kona LHe
FCP 6.0.4 OS X 10.5.5 QT 7.5.5

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Mike Maloney
Re: how amazing is AJA support ?
on Apr 16, 2009 at 1:38:19 pm

My breakout box on my KONA LH card began glitching audio yesterday. After about 3 minutes of extremely positive dialog with Hector, we isolated the issue. RMA issued, new box on the way from FEDEX today. Simple, quick, positive and professional.

I had a problem with JVC HD-BR50 earlier this week, talked with JVC tech and still no response back.

When I need another video card...there's no question about where I'm going. Can't say the same about video decks and cameras.

Mike Maloney
Maloney Marketing Group

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Dave Gorrie
Re: how amazing is AJA support ?
on Apr 10, 2009 at 2:49:20 pm

My boss was a major AVID guy, and we finally set up our first FCP room a short time ago - anytime we hit a snag with our AJA products I would tell him I'm calling which he replied "we don't have a contract do we, how much is that going to cost???"

I just laughed and walked away....they really are great, and I'm glad I can say that without any reservation. Other companies should take note on how to HELP the customer, it's an amazing concept...


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Joseph Owens
Re: how amazing is AJA support ?
on Apr 13, 2009 at 5:28:28 pm

Brian Rutz (AJA desktop products) is a long-time former colleague of mine and I've never heard a distortion, justification, or obfuscation from him in the 23 years that I have known him.
Problem? RMA it.

Sitting in a P2 conference two weeks ago, somebody in the audience asked for contrasting opinions between AJA and BlackMagic. The moderator tore BM "a new one".... No return policies, sketchy support, incomplete implementations... which might never materialize... vague documentation, the list went on and on.

I will say that I have had maybe one too many little nagging problems with the K3 breakout box and I think the company may have a build issue with that product. Its kind of a nightmare inside, physically.

But as a company and as a technology/software leader, they seem to really "get it".


This IS my blog!

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Rich Rubasch
Re: how amazing is AJA support ?
on Apr 19, 2009 at 2:49:37 am

Since Bob asked. We do this. We ship no charge, and will work to exceed the clients expectations no questions asked, and usually at no extra charge.

When Bob described his experience and the service he received I felt right at home with what he was describing. It's what we do.

Had to throw this in because I am proud of our reputation in this department.

Rich Rubasch
Tilt Media

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