Paul C. Buff, Inc. Technical Forum

Dear Alien Bees,

My studio placed an order for your CyberSync system a year and a half ago. Upon first receiving it, we were unable to get the Commander to function properly and contacted customer support. A second Commander was sent out to us with our return of the malfunctioning Commander. Upon receiving the second Commander, we were able to complete the initial set-up but none of our settings remained after we followed the procedure to save them. We attempted to use the Commander and Cybersyncs a few times (just after we received them) by repeating the set-up procedure 30 minutes before our clients arrived. Both times, during our shoots, the Commander dropped our light settings and both times we were terribly embarrassed to appear so unprofessional in front of our clients. In utter frustration, we disconnected the entire system and four CyberSync Trigger Receivers, one CyberSync Trigger Transmitter and one Cyber Commander has sat collecting dust in their original boxes in our studio for the past year and a half.

A few months ago, we met another photographer who uses the Paul Buff CyberSync System and Commander. Yesterday, he came to our studio to show us how the system operates and he was unable to get our equipment to work either. For the past year and a half, we've been thinking there is something wrong with us to not be able to get your CyberSync system to work - now we know we had faulty equipment sent to us both times. We don't want to replace anything, we are pretty disillusioned with the CyberSync system, but we are upset that we spent $635.00 on Paul Buff equipment that we have been unable to use and was never operable in the first place.

May we please return the inoperable CyberSync system that was sent to us and get merchandise credit for the hundreds of dollars that we spent on it? Everything is in it's original packaging.

Thank you very much,

Gerald DeLane
Sunday's Child Photography

Any request for refund will need to go through Customer Service. They can be reached at 1-800-443-5542 or info@paulcbuff.com.

However, your units are under warranty, and we can certainly work with you on getting them working. We will gladly work with you over the forum, however, we have found calling in when you can follow along with the lights and remotes to be the most effective. You can call the same number for that purpose. Walking you through a set up will allow us to help you set it up as well as trouble shoot the problems you are experiencing.