Not for Lack of Trying - DVXuser.com -- The online community for filmmaking

jlames · 02-18-2006, 01:51 PM

You know, anyone can identify a problem but I want the guy who comes up with a solution on my team and that's exactly what has happened over at JVC.

You're all familiar with the issues we've had with, in my humble opinion, a screwed up system that would allow a camera to go out the door with literally no power AND a system that was, if not broken from the start, surely defective in design as proven in practice. JVC attempted to fix this by entering into an agreement with IDX to supply auxiliary power in the form of IDX batteries free of charge literally eating the price of the system. Now a battery would be a quantum offering in the first place; a recognition of the shortfall of an otherwise, again, in my opinion, great camera. But in doing so, they would need to supply a battery adapter plate and recharger effectively exponentially raising the cost of the "fix". But, JVC bit the bullet and designed a system to provide a power system that was as good as their camera. In total, I don't know what the cost was but with profit margins conventionally razor thin in technology, except for Microsoft, it had to cut into their bottom line. Well, the issue was not so much with the answer but with the design. Somehow someone over there got it into their head that giving someone power way, way after the fact was OK, I hear tell because, "after all, it's free so they shouldn't scream about when it arrives" Well, it's not OK when the customers are literally making their living with the cameras they buy and with the stock, JVC-provided batteries averaging 44 minutes of power and 5+ hours to recharge, the camera was, until the IDX solutions arrive, basically a $5000 paper weight.

It was my understanding that, late yesterday afternoon, someone over at JVC who monitors this Board discovered the problem and the bad press this issue was generating and decided to get off their duff and fix the problem...at least with our needs here. But by that time, I had already had to call of the location shoot set for Saturday (today) because we had no power and shore power was not an option. Anyway, to make a long story short, I received a call from Marion at JVC's east coast offices who told me that 5 sets of IDX systems had been shipped and would arrive via FedEx tomorrow (this) morning. That's not the big point though. The big point is that Marion went on to accept responsibility for the screw up in design on behalf of JVC, even though it wasn't her fault at all (probably marketing's) and assure me that JVC would fully and completely consider the fact that consumers need their equipment, in complete working order, immediately and not weeks down the road. What was really impressive though was the fact that she was not putting on airs or making the call because her boss told her too. I've been in this industry too long not to know sincerity from compunction and if she was insincere, she needs SAG credentials right now. She went on to assure me that solving my problem was, though important, not the primary objective. The primary objective was in finding where the system's design broke down and fixing it. She acknowledged that B&H and EVC and Bob's Camera for that matter all should be on the same system and if it takes 7 days for one, it should be 7-days for all.

Now we'd all like to have JVC figure out how they can get us the systems at the time of purchase and Marion agreed but also said that there were problems with that. And I understand that . I think we all would if we saw the financial breakdown of just how much JVC had to eat on this deal.

So here's, for me, the bottom line.
1) This Board works. Jared has put together a forum that gets corporate America's attention in a manner that, 10-years ago, would have been impossible. It's an immense undertaking as anyone who has their own little (by comparison) site that they strive to maintain weekly if not daily and Jared is to be commended, publicly acknowledged and applauded for his vision and effort in representing us and the industry that puts our kids through school and food on our table.

2) JVC cares. Do they care because of the bad publicity their problems cause? Sure. Is that OK. In my opinion , sure. Someone posted to me that I should call IDX's directors to tell them how poorly I was treated and that that treatment cost their company roughly $36,000 in power supplies for the 10 JVCs we'll p/u this year. My response was that no one really cares anymore. Have you ever tried calling your cell phone company and threatening to jump to another provider? Have you ever said, "I own XYZ corporation and we're all going to jump ship!"? It, at least for me, does no good. They don't care and say, "When would you like your service terminated and oh, by the way, there's a $150 early termination fee." For them, the bottom line is that there are too many people out there who need cell service that we can't influence their actions and we don't matter to them. And this deal with JVC is no different. Put frankly, I was amazed that my voice, our voice, this Board's voice made them sit up, take notice and fix my problem now and the whole problem with the next "killer deal".

3) Anyone who's willing not only to immediately fix my problem but others' as well and acknowledge their role in it deserves not only my respect but my business as well. I'm telling you right now, I had Randy at EVS counting the number of Panasonic HVXs they had in stock so I could cancel my next JVC order and replace it with a 5-camera Panny 200 order. I mean, who of you out there will tell me I can't mix the two AND come out way ahead in the deal having the best of both worlds? Panny's a GREAT product but I like the JVC right now. But I'm not going to do that. I'm going to stick with JVC so long as they honor their word to fix the system so that next time, purchasers of one or fifty cameras either a) walk out the door with an operational, reliable system or b) have a RELIABLE delivery date for their additional parts upon which they can rely.

4) JVC's not a big mouth, look-at-what-I've-done-to-fix-this-problem, public relations company. A down-the-line employee, Marion, simply called me up to discuss the problem, genuinely interested in the foundation of the problem and vowed to fix it. No fanfare. No posting to the Board by some Executive Vice President saying, "We've discovered the problem and are moving full speed ahead to fix it because we respect you, the customer." No, it was just Marion calling me to quietly assure me that there was a screw-up, she'd get to the bottom of it and fix it because it was in the best interests of JVC and the consumer.

5) And finally, JVC, pick another partner. IDX's actions with me were, in a word, reprehensible especially considering the fact that I was on speaker phone and conservatively 20 people at EVS heard what happened. A battery is a battery is a battery., It's the people behind them that create loyalty. your actions, through Marion's genuine concern, turned the tide for me and I'm certain for the hundreds and hundreds, perhaps thousands who follow this Board's issues. I do not expects IDX to do anything to acknowledge their improper treatment of me and, prescriptively, everyone present in the room yesterday so the damage is done. Anton Bauer is an excellent company who treats their customers like partners. Like you, they work "with" them and not "against" them. Design a program that benefits all parties and you'll have a winner on the of the heap so to speak that consumers can rely on.

Now, for the final count. Do I have my power.? NO. Why?, Well, JVC FedExed my 31 pound, 5-unit package out yesterday afternoon and due to severe ice storms in the east coast, the planes are grounded so my guaranteed Saturday delivery will not be until Monday. Do I care? Heck yes. But the weather is not JVC's problem. They went above and beyond knowing I have a crew on stand-by that needs power and did everything possible to get it to me short of Marion flying herself and the package out to me in LA herself. And for me, leaving no stone unturned is good enough for me. Bottom line, don't tell me you're going to "exceed my expectations." Just meet them, honor your word and the rest will take care of itself.

So, in closing, I say to JVC and to everyone who supported me in this, "Thank You". Perfection is unattainable. It's the quiet pursuit of of perfection that counts and in 24 hours, JVC exhibited that honor, that esprit de corp and that integrity that evokes loyalty in customers. My power supplies are stuck in Illinois and you now what, that';s OK. Hopefully they'll get here when the weather permits. Until then, I have a ton of production stuff to fill the time just so long as I know that JVC has sincere people like Marion on staff who sympathize and, for all I know, empathize, with our situation, working to help an independent producer in any way she can. IDX would do well take a page from JVC's book. Expect another 5-camera order from us and we'll expect a program that works to put the power to the people the next time JVC has a problem. And you can rest assured that there will be a next time and dvxuser.com will be watching to see how it's handled. Hopefully good weather will have my IDX kits winging their way to sunny California tomorrow and I can re-schedule the shoot next week without Home Depot extension cords and inverter power.

IDX...well, that's another story. I'd be surprised if they'd even acknowledge the problem but one thing's for certain; as far as I'm concerned, 1) Behind every dark cloud there's a silver lining; 2) I vote with my checkbook; 3) Everyone deserves a second chance (Lord knows I've had mine) and 3) Time will tell if JVC fixes the overall problem as they committed to do. As for me, I believe them and they make on heck of a camera.

Dahopafilms · 02-19-2006, 01:50 PM

I'm rather surprised that no one has responded to your post by now, so let me be the first (maybe everyone else is off playing in the sci-fest thread?).

Thanks for your efforts both in focusing on this problem and reporting back on this site. Very real, very informative and very valuable information.

I for one (and no doubt others) will keep our eyes on this thread, so perhaps you can give us updates from time to time (good and bad).

Thanks again for your efforts. Cheers.

xray · 02-19-2006, 03:41 PM

Is it possible to compress the story in lets say 12 lines?

edhillpr · 02-19-2006, 08:39 PM

It's reassuring that JVC is responding so quickly. I've heard several stories about JVC fixing HD 100 glitches quickly on dvinfo.net.

I think the contrast between how JVC fixed the problem when IDX ignored it is valuable for all businesses. It may be more than 12 lines but I wrote up a short account of the battery story on my PR blog:

http://prblog.edhillpr.com/2006/02/h...n-your_19.html

I'm waiting for my HD100 to arrive Monday or Tuesday from BH Video I already have the IDX battery coupon and hope that this great deal on the free battery will go smoothly.

Good luck with your desert shoot when you re-schedule.

Ed Hill
Atlanta

jlames · 02-19-2006, 08:40 PM

No, but thank you for inquiring. And actually that would be "into" and not "in" and "let's" instead of "lets" in your grammatically flawed and most rude request.

With due respect, we here unselfishly invest our time in attempting to help others avoid problems; an investment that most members thankfully appreciate whether it's 12 words, 12 lines or 12 pages.

jlames · 02-19-2006, 08:45 PM

Well edhillpr, thank you. If your batteries don't materialize quickly and you need one, I'll be pleased to FedEx you one of our IDX kits if and after they arrive on Monday. We won't have all 5 cameras in the field for a couple of weeks. Three go out on Tuesday and that leaves two in reserve so I'll be happy to loan one to you if you hit an IDX snafu.

jlames · 02-19-2006, 08:58 PM

edhillpr- I can't believe what I just read in your blog. Thank you. Thank you for hitting the nail squarely on the head. The Internet, dvxuser.com and blogs like yours are the future of information dissemination serving to return the power to the people. With people like Jared and his dvxuser board and you and your blog site, hopefully corporations will think twice before they summarily dismiss the needs of a customer for fear of the retribution it will cause. Well written and well-appreciated, Sir.

edhillpr · 02-19-2006, 09:37 PM

Hi,

First, thanks for the offer of the IDX kit. In return, if you ever need a shooter or lighting or another camera in Atlanta or the southeast, let me know.

Second, I've shot and edited tv news, docs, commercials, music videos and corporate and it seems that things go better when you have people working together. That is what's so powerful about these forums like DVXuser.com and DVinfo.net. Sure you get guys on the net that complain, but I'm amazed at the amount of things I've learned from these forums from other people's experience and technical knowledge over the last 3 years.

Things are evolving quickly in the new HDV format and I can't believe that we can choose between 5 good hi definition cameras for under $ 10,000. This is so different from the 90's when Betacam cameras were so expensive.

Last, I'm amazed that JVC is turning out a good HDV product and that they are responding so quickly to support the new HD-100 camera, fix the bugs, and support their users. I wanted to show that in the blog, because it's great how some companies like JVC are using DVXUser.com and other forums almost like real-time market research.

It's a good trend. I've seen JVC representatives, EVS sales people and tech guys from ConnectHD respond pretty quickly to problems customers had in the forums. Everybody wins when companies pay attention to their customers.

Best Regards,

Ed Hill
Atlanta

jlames · 02-19-2006, 10:18 PM

As "Johnnie" says on daytime TV, "Come On Down!" We're in Tunica, MS on a sports shoot April 15 and 16. If that's close to you, we can use a shooter. We fly in our usual 3-man camera crew but a 4th on the field is always desirable but not financially practical on a long distance location. If we can pick up a local 4th that's good, we typically do. PM me your land line contact info.

edhillpr · 02-19-2006, 11:00 PM

Thanks for your kind offer.

PM and e-mail on their way with phone info.

Ed Hill

02-18-2006, 01:51 PM	#1
jlames Senior Member Join Date: Sep 2005 Location: North Los Angeles County Posts: 433	Not for Lack of Trying You know, anyone can identify a problem but I want the guy who comes up with a solution on my team and that's exactly what has happened over at JVC. You're all familiar with the issues we've had with, in my humble opinion, a screwed up system that would allow a camera to go out the door with literally no power AND a system that was, if not broken from the start, surely defective in design as proven in practice. JVC attempted to fix this by entering into an agreement with IDX to supply auxiliary power in the form of IDX batteries free of charge literally eating the price of the system. Now a battery would be a quantum offering in the first place; a recognition of the shortfall of an otherwise, again, in my opinion, great camera. But in doing so, they would need to supply a battery adapter plate and recharger effectively exponentially raising the cost of the "fix". But, JVC bit the bullet and designed a system to provide a power system that was as good as their camera. In total, I don't know what the cost was but with profit margins conventionally razor thin in technology, except for Microsoft, it had to cut into their bottom line. Well, the issue was not so much with the answer but with the design. Somehow someone over there got it into their head that giving someone power way, way after the fact was OK, I hear tell because, "after all, it's free so they shouldn't scream about when it arrives" Well, it's not OK when the customers are literally making their living with the cameras they buy and with the stock, JVC-provided batteries averaging 44 minutes of power and 5+ hours to recharge, the camera was, until the IDX solutions arrive, basically a $5000 paper weight. It was my understanding that, late yesterday afternoon, someone over at JVC who monitors this Board discovered the problem and the bad press this issue was generating and decided to get off their duff and fix the problem...at least with our needs here. But by that time, I had already had to call of the location shoot set for Saturday (today) because we had no power and shore power was not an option. Anyway, to make a long story short, I received a call from Marion at JVC's east coast offices who told me that 5 sets of IDX systems had been shipped and would arrive via FedEx tomorrow (this) morning. That's not the big point though. The big point is that Marion went on to accept responsibility for the screw up in design on behalf of JVC, even though it wasn't her fault at all (probably marketing's) and assure me that JVC would fully and completely consider the fact that consumers need their equipment, in complete working order, immediately and not weeks down the road. What was really impressive though was the fact that she was not putting on airs or making the call because her boss told her too. I've been in this industry too long not to know sincerity from compunction and if she was insincere, she needs SAG credentials right now. She went on to assure me that solving my problem was, though important, not the primary objective. The primary objective was in finding where the system's design broke down and fixing it. She acknowledged that B&H and EVC and Bob's Camera for that matter all should be on the same system and if it takes 7 days for one, it should be 7-days for all. Now we'd all like to have JVC figure out how they can get us the systems at the time of purchase and Marion agreed but also said that there were problems with that. And I understand that . I think we all would if we saw the financial breakdown of just how much JVC had to eat on this deal. So here's, for me, the bottom line. 1) This Board works. Jared has put together a forum that gets corporate America's attention in a manner that, 10-years ago, would have been impossible. It's an immense undertaking as anyone who has their own little (by comparison) site that they strive to maintain weekly if not daily and Jared is to be commended, publicly acknowledged and applauded for his vision and effort in representing us and the industry that puts our kids through school and food on our table. 2) JVC cares. Do they care because of the bad publicity their problems cause? Sure. Is that OK. In my opinion , sure. Someone posted to me that I should call IDX's directors to tell them how poorly I was treated and that that treatment cost their company roughly $36,000 in power supplies for the 10 JVCs we'll p/u this year. My response was that no one really cares anymore. Have you ever tried calling your cell phone company and threatening to jump to another provider? Have you ever said, "I own XYZ corporation and we're all going to jump ship!"? It, at least for me, does no good. They don't care and say, "When would you like your service terminated and oh, by the way, there's a $150 early termination fee." For them, the bottom line is that there are too many people out there who need cell service that we can't influence their actions and we don't matter to them. And this deal with JVC is no different. Put frankly, I was amazed that my voice, our voice, this Board's voice made them sit up, take notice and fix my problem now and the whole problem with the next "killer deal". 3) Anyone who's willing not only to immediately fix my problem but others' as well and acknowledge their role in it deserves not only my respect but my business as well. I'm telling you right now, I had Randy at EVS counting the number of Panasonic HVXs they had in stock so I could cancel my next JVC order and replace it with a 5-camera Panny 200 order. I mean, who of you out there will tell me I can't mix the two AND come out way ahead in the deal having the best of both worlds? Panny's a GREAT product but I like the JVC right now. But I'm not going to do that. I'm going to stick with JVC so long as they honor their word to fix the system so that next time, purchasers of one or fifty cameras either a) walk out the door with an operational, reliable system or b) have a RELIABLE delivery date for their additional parts upon which they can rely. 4) JVC's not a big mouth, look-at-what-I've-done-to-fix-this-problem, public relations company. A down-the-line employee, Marion, simply called me up to discuss the problem, genuinely interested in the foundation of the problem and vowed to fix it. No fanfare. No posting to the Board by some Executive Vice President saying, "We've discovered the problem and are moving full speed ahead to fix it because we respect you, the customer." No, it was just Marion calling me to quietly assure me that there was a screw-up, she'd get to the bottom of it and fix it because it was in the best interests of JVC and the consumer. 5) And finally, JVC, pick another partner. IDX's actions with me were, in a word, reprehensible especially considering the fact that I was on speaker phone and conservatively 20 people at EVS heard what happened. A battery is a battery is a battery., It's the people behind them that create loyalty. your actions, through Marion's genuine concern, turned the tide for me and I'm certain for the hundreds and hundreds, perhaps thousands who follow this Board's issues. I do not expects IDX to do anything to acknowledge their improper treatment of me and, prescriptively, everyone present in the room yesterday so the damage is done. Anton Bauer is an excellent company who treats their customers like partners. Like you, they work "with" them and not "against" them. Design a program that benefits all parties and you'll have a winner on the of the heap so to speak that consumers can rely on. Now, for the final count. Do I have my power.? NO. Why?, Well, JVC FedExed my 31 pound, 5-unit package out yesterday afternoon and due to severe ice storms in the east coast, the planes are grounded so my guaranteed Saturday delivery will not be until Monday. Do I care? Heck yes. But the weather is not JVC's problem. They went above and beyond knowing I have a crew on stand-by that needs power and did everything possible to get it to me short of Marion flying herself and the package out to me in LA herself. And for me, leaving no stone unturned is good enough for me. Bottom line, don't tell me you're going to "exceed my expectations." Just meet them, honor your word and the rest will take care of itself. So, in closing, I say to JVC and to everyone who supported me in this, "Thank You". Perfection is unattainable. It's the quiet pursuit of of perfection that counts and in 24 hours, JVC exhibited that honor, that esprit de corp and that integrity that evokes loyalty in customers. My power supplies are stuck in Illinois and you now what, that';s OK. Hopefully they'll get here when the weather permits. Until then, I have a ton of production stuff to fill the time just so long as I know that JVC has sincere people like Marion on staff who sympathize and, for all I know, empathize, with our situation, working to help an independent producer in any way she can. IDX would do well take a page from JVC's book. Expect another 5-camera order from us and we'll expect a program that works to put the power to the people the next time JVC has a problem. And you can rest assured that there will be a next time and dvxuser.com will be watching to see how it's handled. Hopefully good weather will have my IDX kits winging their way to sunny California tomorrow and I can re-schedule the shoot next week without Home Depot extension cords and inverter power. IDX...well, that's another story. I'd be surprised if they'd even acknowledge the problem but one thing's for certain; as far as I'm concerned, 1) Behind every dark cloud there's a silver lining; 2) I vote with my checkbook; 3) Everyone deserves a second chance (Lord knows I've had mine) and 3) Time will tell if JVC fixes the overall problem as they committed to do. As for me, I believe them and they make on heck of a camera.

02-19-2006, 01:50 PM	#2
Dahopafilms Senior Member Join Date: May 2005 Location: Vancouver Ouest Posts: 531	I'm rather surprised that no one has responded to your post by now, so let me be the first (maybe everyone else is off playing in the sci-fest thread?). Thanks for your efforts both in focusing on this problem and reporting back on this site. Very real, very informative and very valuable information. I for one (and no doubt others) will keep our eyes on this thread, so perhaps you can give us updates from time to time (good and bad). Thanks again for your efforts. Cheers. __________________ God: Every time I try to talk to someone it's "sorry this" and "forgive me that" and "I'm not worthy"... (Monty Python and the Holy Grail, 1975)

02-19-2006, 03:41 PM	#3
xray Senior Member Join Date: Nov 2004 Location: Netherlands Posts: 869	Is it possible to compress the story in lets say 12 lines? __________________ Look outside...Do you see noise?

02-19-2006, 09:37 PM	#8
edhillpr Junior Member Join Date: Jan 2006 Location: Atlanta, Georgia, USA Posts: 24	Hi, First, thanks for the offer of the IDX kit. In return, if you ever need a shooter or lighting or another camera in Atlanta or the southeast, let me know. Second, I've shot and edited tv news, docs, commercials, music videos and corporate and it seems that things go better when you have people working together. That is what's so powerful about these forums like DVXuser.com and DVinfo.net. Sure you get guys on the net that complain, but I'm amazed at the amount of things I've learned from these forums from other people's experience and technical knowledge over the last 3 years. Things are evolving quickly in the new HDV format and I can't believe that we can choose between 5 good hi definition cameras for under $ 10,000. This is so different from the 90's when Betacam cameras were so expensive. Last, I'm amazed that JVC is turning out a good HDV product and that they are responding so quickly to support the new HD-100 camera, fix the bugs, and support their users. I wanted to show that in the blog, because it's great how some companies like JVC are using DVXUser.com and other forums almost like real-time market research. It's a good trend. I've seen JVC representatives, EVS sales people and tech guys from ConnectHD respond pretty quickly to problems customers had in the forums. Everybody wins when companies pay attention to their customers. Best Regards, Ed Hill Atlanta __________________ Ed Hill HighlyDef Productions, Atlanta, GA prblog.edhillpr.com Video and Online Advertising ed@highlydef.com Last edited by edhillpr; 02-19-2006 at 09:44 PM.

02-19-2006, 11:00 PM	#10
edhillpr Junior Member Join Date: Jan 2006 Location: Atlanta, Georgia, USA Posts: 24	Thanks for your kind offer. PM and e-mail on their way with phone info. Ed Hill __________________ Ed Hill HighlyDef Productions, Atlanta, GA prblog.edhillpr.com Video and Online Advertising ed@highlydef.com

02-19-2006, 08:39 PM	#4
edhillpr Junior Member Join Date: Jan 2006 Location: Atlanta, Georgia, USA Posts: 24	It's reassuring that JVC is responding so quickly. I've heard several stories about JVC fixing HD 100 glitches quickly on dvinfo.net. I think the contrast between how JVC fixed the problem when IDX ignored it is valuable for all businesses. It may be more than 12 lines but I wrote up a short account of the battery story on my PR blog: http://prblog.edhillpr.com/2006/02/h...n-your_19.html I'm waiting for my HD100 to arrive Monday or Tuesday from BH Video I already have the IDX battery coupon and hope that this great deal on the free battery will go smoothly. Good luck with your desert shoot when you re-schedule. Ed Hill Atlanta

02-19-2006, 08:40 PM	#5
jlames Senior Member Join Date: Sep 2005 Location: North Los Angeles County Posts: 433	No, but thank you for inquiring. And actually that would be "into" and not "in" and "let's" instead of "lets" in your grammatically flawed and most rude request. With due respect, we here unselfishly invest our time in attempting to help others avoid problems; an investment that most members thankfully appreciate whether it's 12 words, 12 lines or 12 pages.

02-19-2006, 08:45 PM	#6
jlames Senior Member Join Date: Sep 2005 Location: North Los Angeles County Posts: 433	Well edhillpr, thank you. If your batteries don't materialize quickly and you need one, I'll be pleased to FedEx you one of our IDX kits if and after they arrive on Monday. We won't have all 5 cameras in the field for a couple of weeks. Three go out on Tuesday and that leaves two in reserve so I'll be happy to loan one to you if you hit an IDX snafu.

02-19-2006, 08:58 PM	#7
jlames Senior Member Join Date: Sep 2005 Location: North Los Angeles County Posts: 433	edhillpr- I can't believe what I just read in your blog. Thank you. Thank you for hitting the nail squarely on the head. The Internet, dvxuser.com and blogs like yours are the future of information dissemination serving to return the power to the people. With people like Jared and his dvxuser board and you and your blog site, hopefully corporations will think twice before they summarily dismiss the needs of a customer for fear of the retribution it will cause. Well written and well-appreciated, Sir.

02-19-2006, 10:18 PM	#9
jlames Senior Member Join Date: Sep 2005 Location: North Los Angeles County Posts: 433	As "Johnnie" says on daytime TV, "Come On Down!" We're in Tunica, MS on a sports shoot April 15 and 16. If that's close to you, we can use a shooter. We fly in our usual 3-man camera crew but a 4th on the field is always desirable but not financially practical on a long distance location. If we can pick up a local 4th that's good, we typically do. PM me your land line contact info.

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