Disappointing customer service
I bought a JetMag Pro Creator Mist kit at the NiSI stand at the photography Show after reading on the NiSi website that their variable ND filter eliminated the usual cross polarisation X effect inherent in VND filters, and also that these were suitable for long exposure seascape photography (although I can no longer find this part on their website). I also spoke with two different men helping on the stand, on different days, explaining that I wished to use the VND for seascape ICMs. I was not told this filter would not be suitable for this purpose. I was sold an open box kit (which I wasn’t too happy about), so I asked what would happen if I had any problems with it. I was assured that they would sort them out for me. It turns out the filter shows ugly streaking across the image after 3 stops if I use a small aperture (which is sometimes necessary for long exposures). The Sales and Marketing Director eventually sent me a replacement filter after asking me to photograph the filter, then video the filter, then send photos of the results using the filter, package the old filter up and label it to send back to China, then photograph it again! There was no apology about the inconvenience of having bought a product that did not work to expected reasonable standards (I know people who use other brands without problems), nor did he seem to mind about how he was inconveniencing me with continual demands to photograph and video it every which way, instead of arranging for it to be sent straight back to him. A replacement was sent, but with the same problem. The upshot is he will not accept a return and refund my money as he somehow thinks I was told it was not suitable for ICM (I was not), he says it is not suitable for long exposures or ICMs (the streaks also appear when taking a static photo on a tripod), and he says it was an open box sale so I would have been informed it was non returnable (again, I specifically asked about this at point of sale and was assured any problems would be sorted out). This was after I had to prompt him to reply to my email after 9 days, and he said their email servers were down. It is such a shame that I was originally very enthusiastic about the NiSi brand, but this experience was so disrespectful - I feel like I’ve been bossed around, there was an inference that I had lied, and all trust in the brand on my part has totally gone. It was unpleasant, and I would urge anyone to think about a brand’s customer service before spending their money.
Reply from NiSi UK
We are sorry to read this review, however we do feel that several parts of it are misleading and require clarification.
During the Photography Show, multiple members of our team were informed that the intended use was for ICM and long exposure seascape photography. For this specific type of photography, our informed staff consistently recommended the Landscape ND Kit with fixed ND filters that was discounted at 25%, as fixed ND filters are the industry-standard solution for ICM and stronger long exposure work. The VND filter was later requested separately to another member of staff who was not involved in the earlier conversations regarding the intended ICM usage.
At no point has our website stated that the JetMag Pro VND is designed specifically for ICM or long exposure seascape photography. The reason this wording “can no longer be found” is simply because it has never been published on our website. The VND is designed for flexible exposure control for general photography and video applications, but, like all variable ND systems, it has limitations when used at extreme densities, very small apertures, or underexposed shooting conditions.
The “streaking” shown in the sample images was reviewed both internally and by our engineering team in China. No manufacturing defect was found on either the original filter or the replacement filter supplied. The artefacts visible in the images are consistent with optical diffraction caused by shooting at f/22 combined with a strong VND density and underexposure. This is a known optical effect and not a product fault.
Regarding the support process, requesting photos and videos is a standard part of technical troubleshooting to identify whether any physical or visible defect exists before arranging international inspection or replacement. Apologies were issued from the beginning for the inconvenience caused, and despite no defect being identified, we still supplied a replacement filter entirely at our expense.
The kit purchased at the show was stated clearly sold as an opened/ex-display item, which was reflected in the heavily discounted sale price of approximately 40% off retail value. This was disclosed prior to purchase and accepted at the point of sale. Open-box exhibition items are sold as seen and are not eligible for refund unless a manufacturing defect is confirmed.
Despite this, and even after confirming no defect was present, we still offered a further 30% discount towards a new order through a person being contacted by you, exceeding the usual maximum discount we provide in customer service cases, as a gesture of goodwill and to try to reach an amicable resolution.
We genuinely regret that you feel dissatisfied with the experience, as throughout the process we attempted to assist professionally, provide technical support, arrange replacement testing, and offer goodwill solutions despite the absence of any confirmed product fault.
Kind regards
Alex
