I began looking for my first tripod around December in 2012. I don't remember exactly how I came across 3 Legged Thing, but that's who I decided to go with. After much deliberation, I finally decided to go with their most inexpensive model. I figured I wouldn't use a tripod much (wrong), so there wasn't really any need to spend too much on one.
I think there were two reasons 3 Legged Thing caught my eye. First, they seemed to have had really good ideas for their "tripod systems." The main feature I like that a large number of their tripods feature is a detachable leg that can be used as a monopod. I wasn't sure if I'd ever use a monopod, but if I did decide to get one, it would be at the very least another $150, so I decided I'd kill two birds with one stone (I later found out that, apparently, 3 Legged Thing isn't the only company to have this feature).
The other reason I liked 3 Legged Thing was because they seemed like a very small company run by a small number of photographers. I figured this would mean products that would work better for photographers as well as a possibility of better customer service.
My 3 Legged Thing Adrian arrived in the mail a few days after I ordered it. While it was on its way, I looked up some reviews. The majority of the reviews were on their more expensive tripod, "Brian," but I was able to find a few on Adrian. One of the reviews said that the legs kept coming loose, as well as a few other minor problems. When my tripod arrived, sure enough, it's legs wouldn't stay tight. It wasn't a huge deal, but I decided to shoot 3 Legged Thing and email. Within a day or so, 3 Legged Thing replied to my email, and sent me some washers they said would fix the problem at no cost to me. Unfortunately, the washers didn't fix the problem, but I decided just to deal with it.
I had written a review on the tripod on the website I ordered it from, and gave it a fairly low rating. A month or so after I wrote the review, the CEO of 3 Legged Thing, Danny Lenihan, sent me an email. In his email, Lenihan basically apologized for the issues I was having that he had read about in the review (that's right. He, or at least someone from the company, kept track of the reviews on their products) and informed me that they would be sending me a completely new Adrian at absolutely no cost to me. Not only that, but they let me keep my old one. I felt like I had won the lottery.
My new Adrian arrived in the mail, and it was obvious there were a few changes. The tripod overall seemed better, and the ball head had been updated as well. The only thing I wasn't crazy about was that the screw that attaches the plate to my camera had a D-ring on the first system I had, and the new one required a screwdriver (foreshadowing, I've kept my first baseplate with the D-ring throughout the entire ordeal I'm getting into).
All was well and fine with my new Adrian, until the piece that holds the baseplate on the ball head began to wiggle. At first, just a little, but it slowly got worse. I tried tightening the piece more, but it was as tight as it would go. This was a pretty significant issue for a tripod, as it was no longer stable while taking photos. Again, I shot 3 Legged Thing an email telling them about my problem, and again, they responded quickly.
3 Legged Thing told me to send them my ball head back, and then once they received it, they would send me brand new one. I wasn't sure how long that whole process would take, and I was about to go to Niagara Falls, and absolutely wanted my tripod for that trip. I told them not to worry about it, and I wasn't interested in swapping out the ball head.
A few days after I sent that email, a new ball head showed up at my door. I don't know if 3LT jumped the gun and sent me the ball head before I sent mine back, or if they had just decided to do me a solid favor. Either way, I was surprised and felt like a lottery winner once again (By the way, 3LT's ball heads are pretty awesome).
The ball head situation occurred towards the end of July 2013. We are now at Christmas. My mom had asked me to take a photo of our family, and I of course need a tripod so I could be in the photo as well. I pulled out Adrian and began to set things up. As I got to one of the three legs, the smallest leg section slid right out. I unscrewed the leg lock to investigate further, and it didn't take me long to figure out how the legs stay together, and that the section that slid out was missing those pieces. I took a flashlight and shined it down the leg, looking for the missing pieces, but they were no where to be found. To this day, I have no idea where those pieces went, or how they came off. Again, I emailed 3 Legged Thing.
In this email, I basically stated that I was having an issue again, but that I wasn't expecting yet another replacement, as they had already gone above and beyond what I had expected from a company. For the next few months, I just dealt with the leg being able to slide out. I usually only extend two sections anyway, and crouch down to take photos. I find this keeps the tripod more manageable and easier to carry, anyway.
We are now to March 2014. I went hiking with my wife, and I of course brought my camera and Adrian. While using Adrian, the leg came apart at one of the leg locks. It completely came off. I had to super glue it back on. Again, an email was sent to 3 Legged Thing.
If I were reading this post, I would just assume that the author was incredibly abusive to their gear. I can only say that I don't feel I do, and I generally tend to baby my gear. I see people treating their gear poorly and I cringe. I treat my gear like it's one of my cats so that it will purr and hopefully won't have to be replaced.
At this point, I was pretty upset with 3LT, and began looking for a new tripod from a different company.
Then, sometime last week, I was on Twitter. I saw that 3LT had retweeted someone who said they had just purchased one of their tripods, and I warned them to be careful because I had had so many problems with my tripods from them. Whoever was on 3LT's Twitter account at that time clearly took offense, and responded to my tweet. Eventually, 3LT said something to me that I thought was unprofessional, unwarranted, and insulting to my intelligence. I then went on a multiple tweet rampage, things escalated, things calmed down, and I told 3LT and their CEO that I was done with their company. 3LT told me to email them so they could fix the problem, but I told them not to worry about it; partially out of guilt for saying some of the things I said, and partially because of how much they had already done for me.
The next morning, I woke up with an order confirmation email, a tracking number, and another email from their CEO very similar to the one I received when Adrian was fully replaced. 3 Legged Thing had pulled up my previous address, and sent me, what I consider, their flagship*, carbon fiber, $459, Brian for a total cost of nothing as a replacement for my tripod. I wanted so badly to stay mad at 3LT, and just move on. After our Twitter battle, I wanted to find a new tripod company to support, badmouth 3LT and hurt their sales as much as possible.
Once a company sends you yet another replacement, not to mention one that is a huge upgrade to the model you had, it is incredibly, almost impossible, to stay mad at a company. It's like when you get in a fight with someone you love, and they tell you not to laugh or smile, and you do, even though you try your hardest not to. Not only did they send me Brian, but they got it to me within two business days all they way from the U.K.
When Brian got here, I tore open the box to reveal not only Brian, but some accessories as well. 3LT sent me their "Budgie Smuglaz Stone Bag," which is a nylon ballast bag that attaches to the legs of the tripod and heavy objects are placed in to better stabilize the tripod ($25). 3LT also sent me their "heelz," which are spikes that are swapped out with the stock feet and provide better grip on surfaces such as gravel or carpet ($40).
After getting over my excitement and boarder-line tears of joy, I unpacked Brian. It was immediately apparent that Brian was a much better feeling tripod, which is to be expected when going from a company's most inexpensive model to one of their best*. That's not to say that Adrian feels cheap by any means, but Brian is clearly better.
So after all of this, can I honestly recommend 3LT to anyone in the market for a tripod? Adrian? Maybe. Although if 3LT treats everyone as they have me, and correct any problems that pop up, I would take the chance without a second thought**. Brian? It's hard to say, as I've only had this model for a few days, but I can say it feels incredibly solid, and I hope that I don't have any more issues. After 3LT sending me Brian though, I doubt I'll ever email 3LT ever again; I'd feel to guilty after what they've done for me. Overall, if you're in the market for a tripod, I would recommend at least considering 3LT. Maybe not their most inexpensive model. If I were to do it again, I think I probably would, except I would spend a little more, and get one of their more expensive tripod systems. The service I've received from 3LT and their willingness to fix the problem easily trumps any issues I've had with their products or the company***.
www.danpomykalski.com
*I consider Brian their flagship model because it's the model I always see being reviewed and praised.
**Just because I received a replacement tripod because I was having problems with mine, doesn't mean you should go and buy a tripod from 3LT and complain about it until they send you a new one. I imagine this type of behavior would eventually cause 3LT to stop this type of customer service altogether, and you would be ruining it for people who are really having issues...
***The only real issue I've had with the company is what occurred on Twitter. To be honest, both parties were partially responsible for what happened, and the way things were handled overall by the CEO through his email and by 3LT sending me a tremendous upgrade can easily make one forget about what happened.
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