Kessler Crane

Kessler Crane undoubtedly makes some decent products for cinematographers (or so believed by the community), but they fall far short with their customer service and dishonesty.
Some time ago, I ordered a Philip Bloom Signature Pocket Dolly. Great product as advertised, except I received a blatantly defective model. Having contacted customer support, sent numerous back-​and-​forth emails between support techs, and even made a video outlining the defect in my received product, they finally agreed to exchange my Pocket Dolly for a new model, requiring me to ship the item back at my expense. For what it’s worth, the issue I was having was that the slider was «catching» or «sticking» at a certain point on the track, even creating an audible click as it did, not allowing for a consistent and smooth slide.
I shipped it back and re-​received my Pocket Dolly saying it had been «repaired.» Their promised «item exchange» has now turned «item repair,» and I got my original Pocket Dolly back with the same defect. Upon contacting Kessler Crane again about the issue, they said they had been unable to re-​create the problem I had, regardless of the fact they had said they’d REPLACE my item. This time around, I had them send another Pocket Dolly as I held on to my original so I could make sure I’d receive an entirely new product, not trusting them to not scheme me again.
After having finally settled this ordeal, new all-​terrain legs were released for this Pocket Dolly model. I contacted them again hoping to be able to upgrade my legs at less of a cost, especially because it took so long to settle this mess, but nope, no can do. Figures.
Decent products per se, but a lack of customer support presence. I will be steering clear of this company in favor of Cinevate. My Pocket Dolly is already on its way out to welcome in a Cineslider.