I purchased Manfrotto tripod back in September 2022 that had an intermittent issue of one of the legs falling out completely when extended to set up. I persevered and used the tripod for some time until it became obvious that this wasn't a case of it needing to be worn in or a case of tightening a few screws. As it was still under manufacturers warranty I contacted digidirect. This is where the trouble really began. I was initially told that it wasn't under warranty and they couldn't help me, to which I found the relevant information about it being under the manufacturers warranty and they were responsible. They then took responsibility and sent me the return forms, including a form where I could request store credit, a repair or a complete replacement. I opted for store credit as I believed this particular tripod to be faulty as I had used a friend's model of this tripod for well over a year and it never had this issue once despite being used extensively. It is worth mentioning that this exchange took place on the 2nd of october 2023 and any action was taken because I both used the online chat and the call centre as I wanted it resolved. I was given the return labels and sent the tripod away. After a couple of weeks of not hearing anything I contacted digidirect via the email addresses I had been corresponding with (to anonymous representatives by the way, no one signed it with their name) and never received a reply. Being busy with work and life I don't have time to constantly call to check on the progress of a warranty claim but a whole month later I received an email to ask for confirmation of my return address as the tripod had been fixed. Aside from the fact that my request had been completely ignored (ie to have store credit rather than the same, faulty tripod back) I gave digidirect the benefit of the doubt and confirmed my address. When the tripod arrived it had the paperwork from digidirect and from their supplier who "repaired" the tripod, stating that they had disassembled, reassembled and then tested the tripod - declaring it "fixed". I tested it myself by setting it up and within the first 5 minutes of being taken out of the packaging the problem leg - the faulty tripod - fell out again. I got onto the online chat to tell the company of this, with one of their representatives having the gall to ask me if I "had video of it breaking 5 minutes out of the box?" I reminded this individual that I wouldn't be videoing myself open a box on the off chance what I take out breaks - complete stupidity, but again this is what I have come to expect from this company. I then expressed my desire to have a refund as I am entitled to under Australian consumer law (as I no longer wanted store credit as this has been a massive waste of my time) - this was noted by the representative and put down that I had "requested" this on the form. Again they provided me with return labels and I sent the tripod back. I called to follow up some weeks later when I was notified that the tripod had been returned, as I was told my refund could only be processed when it had been returned to digidirect. The man I spoke to was as about as helpful as I have come to expect, telling me he had to look at the tripod before processing anything yet telling me he was looking right at the box at that moment. He also said there wasn't time to do this as it was "getting late in the day" (it was 3pm on a Friday). I again, was nice and gave digidirect benefit of the doubt but advised them to contact me via email as I was going to be overseas for a couple of weeks. Fast forward another couple of weeks (a total of 2 months from the original contact and sending off of the tripod) I am contacted by email by digidirect asking me to confirm my return address! Again, completely ignoring my previous requests and shirking their responsibility under consumer law. To date I still don't have the tripod and I still don't have my $500 that the tripod cost, I replied to this email within 10 minutes and didn't receive a reply and followed up a week or so later, again to no avail. This company is a complete sham and their level of customer service is absolutely woeful, their communication with customers and within the company itself is terrible - having to reiterate the same information on every occasion I called (is there not some case notes or record of contact in these situations?) I have been unable to make work or use my tripod to make an income during these months and I am extremely angry, I am again having to call to get my refund and will be taking the issue to consumer affairs. If. I don't get any action I will be involving debt collectors for a fee to get some of my money back. DO NOT BUY FROM THIS COMPANY and save yourself the trouble.