In December of last year, I began the process of buying and designing a rig for my boyfriend. I chose Square One because I live overseas and thought it easier to deal with one vendor rather than four manufacturers, also, they boast renowned prices and customer service. I explained in detail the circumstances for which I was ordering the rig, and allowed time for unexpected issues. I contacted them three weeks in advance to secure a discount, double and triple check the ordering process, and customize a container and canopy. Throughout the ordering process, the website was being updated causing complications, PDF capability had been disabled, confirmation request went ignored, and whilst making a phone order, the salesman was using the wrong order form, making me feel totally ignored and questioning my decision to order through the vendor. We planned a vacation in May to take advantage of the exchange rate and jump the new rig, with the added bonus of dodging tax by walking it over the border. What we found was four boxes, added shipping charges, and a canopy and container with inaccurate coloring and sizing. We contacted Square One and were ignored for about a month. I contacted Mirage and found that within minutes they we’re bending over backwards trying to correct the problem. After a week, a missed plane, and an additional $200, I now had a newly sized container, a pink slip, and a receipt claiming that the mistakes made were of Square One, and that the second problem with the container is not repairable. I later contacted PD to ask advice about the canopy I ordered that was miscolored. Again I was treated with respect and efficency. I could not be happier with the investments I made with these manufacturers. (Sabre II and Mirage G3) When contacting Square One to add closure to this six month ordeal, I was very much insulted by their patronizing attitudes, their lack of customer service and reparation, and most of all the absence of accountability. For a six month waiting period, order forms that didn’t match manufacturer receipts, an ugly canopy, a less then perfect customized container, $50 in excess shipping, $150 in additional airfare, the lose of my job, and a ruined vacation, I was offered a 20% discount on video equipment purchased through Square One. I would like to urge all of you, novice and professional to invest time in discovering the equipment that is best for you, and obtaining it in the manner best for you. I know now that going to a brand name dealer, is not the best solution. I will never purchase anything from Square 1, 2, or 3 again, which is very disconcerning since I have great relationships in Eloy and quite a bit of respect for the businesses and management on the dropzone. I also hope that this message reaches the owners and sale team at Square One, so they might know that their promises of customer satisfaction before, during, and after purchase has never and may never be met. Meghan Dunmore
