A personal experience. FPV-Geeks bought the Mastor G gimbal earlier this year from the vendor “BEVRC” (www.bevrc.com), a China based online seller for RC electronics with a focus on FPV equipment (see our first hands-on article). Since then we did some testing and shots with the gimbal to find out that it works fine on the workbench but fails to work properly whilst mounted to some multirotor systems (e. g. our hexacopter). The problems are commonly discussed in web forums under the term “bouncing problem”. I do not go into details on this but you can find heaps of information e. g. within the rcgroups.com thread regarding the Mastor G gimbal and its technical problems searching for technical solutions we found out that the two vendors which sell the Mastor G Gimbal (BEVRC and Foxtech) tried to offer support. Several weeks of promises by the two vendors (new firmware, new adjustment software) finally ended up in giving up the support for the product. Fair enough,
- Foxtech tried really hard to satisfy their customers by staying in close contact with them via rcgroups.com (again, here is the whole thread of this odyssey, also with many replys from Foxtech). Finally the admitted that the product is faulty (in specific: the control software) and consequently quit to sell it. Above that they offered a refund for all of their customers.
- BEVRC continued to praise and sell the product (even refurbished versions which were actually returned gimbals from unsatisfied customers). They refused to stay in contact with their customer base via rcgroups.com and did not grant any refund or warranty return of the faulty gimbals. Since more than 2 months FPV-Geeks.com have an ongoing dispute with BEVRCs service department on the warranty return of our Mastor G gimbal. Service requests won’t be answered for weeks by BEVRC.
Back to the company Mastortech. Not that much could have been found about the company online until fall. Lately the company has started its web presence at www.mastortech.com. In November a sales person from Mastortech gave and product introduction interview at a Media Products Fair in Tokyo. You can find the full interview video here: http://vimeo.com/79363696. In this video he the sales person claims that Mastortech has some 4-5 years of experience with aerial gimbals. Earlier this year the company exhibited on another fair where an somewhat cheesy looking European sales person explained the prototype product range. The video was shared earlier on RC groups: http://www.youtube.com/watch?v=-TZuxFoJo5A. On RC Groups some views regarding Mastortech came up that the company has stolen the camera gimbal firmware from AlexMos (Aleksey Moskalenko, a mastermind and early developer for brushless gimbals who has started his own company, http://www.basecamelectronics.com). That should have been the reason for Mastortech not releasing any updated firmware for the Mastor G gimbal.
As we found out recently about Mastortech’s webpresence we decided to write directly to them regarding our faulty Mastor G Gimbal and request service from them. We will keep you updated regarding their response. This is what we have sent to them:
“Dear Mastortech Service Team,
several months ago I was one of the first customers who bought the first Mastor G Gimbal for GoPro3 cameras. Its purpose was to mount it to a Hexacopter for aerial filming.
I have ordered the gimbal at BEV RC in China.
After several tests with the gimbal I found out that the gimbal was not working. I wanted to get a refund from BEV RC but the service team at BEV RC refused to send me an reply or take the gimbal back. Several service issues at BEV RC were already mentioned in web forums.
I was very disappointed because I was an “early customer” for Mastor products who did actually “beta-testing” and found out that the gimbal was not mature for market. In several RC related forums e.g. the problems with the Mastor G gimbal were discussed and I found out that most other customers had problems with the gimbal.
As I have realized that your company is just about to start I expect professional customer service as well. Therefore I ask you to replace the faulty Mastor G gimbal with a working one or one of your new GoPro3 gimbals. Please send me and proposal how to proceed with that issue.
I will write about our correspondence and service handling in my internet blog www.fpv-geeks.com
Best whishes from Germany and Happy New Year,
That’s for now,
Thomas from FPV-Geeks