Denied Barry's book by Panasonic

R

raw911

Active member
i just got this email from panasonic -
I brought this camera from B&H photo and now wondering are they selling black market stuff.
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Hi,

Recently you made an application for the Barry Green HVX Book offer. This offer is clearly marked as being good for US Authorized product. Upon reviewing your serial number we find that your camera was not brought into the US by Panasonic Broadcast and as such, does not qualify for the Free Book. I wish I had better news to tell you.

You may still purchase the book at www.dvxuser.com

Thank you,

Jan

Jan Crittenden Livingston
Product Line Business Manager
Panasonic Broadcast & TV Systems
One Panasonic Way. 2E-7
Secaucus, NJ 07094
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so does this mean i have no warranty on a $6000 camera now?
 
don't ask us, call B&H right now and contact /panasonic you purchased from authorized dealer. At least I thought B&H was authorized.....
I'm sure Jan will help you out and be concerned about gray market from a huge US vendor.
 
raw911 said:
...so does this mean i have no warranty on a $6000 camera now?
Click to expand...

Wait!
The $6000 tells me something interesting: that wouldn't be a PAL camera by any chance? The only HVX that B&H sells for $5995.00 is the PAL version. Not BLACK market, but greymarket.

B&H sells PAL equipment for the benefit of users of PAL equipment in the USA and around the world; however, since various companies, (Panasonic included) do NOT "allow" their authorized dealers to sell PAL, the dealers have to resort to so-called Graymarket product. It because of this reason why a PAL cam purchased at B&H will NOT come with the benefits of full USA warranty, nor any current promotions (such as Barry's book). With the HVX PAL version, for instance, you only get 90 day warranty.

I know there a feasable reasons (i.e. regional protection of their equipment) why companies such as Panasonic DON'T allow "official" PAL cams to be sold here in the USA, although I still think it's petty. Luckily B&H steps up to the task and offers them to anyone wanting to buy. It certainly isn't their fault that they can't get an official PAL cam, and that they can't offer all the goodies.

If it is indeed a PAL version you bought at B&H, you can buy (and probably should) an extended MACK warranty. You can do this up to one month after your purchase at B&H.

Hope this info helps...
 
Yeah, make sure you didn't accidentally get the pal version. Barring that B&H is an authorized dealer and as was said if they indeed did deliver you a non authorized version, you need to let them and panasonic know immediately. The other option I can think of is that you may have possibly incorrectly reported the serial number to panasonic. Double check just to be sure and then triple check. How long have you had the camera? If you did accidentally purchase the PAL version that could be not good at all for you.
Jason
 
the exact price was $6449.95 with the 2 4Gb cards - and when i placed order i Know that i did not order a PAL version - have triple checked serial number - spk to B&H and they asked if there was an % in front of the serial #
 
If they managed to ship you a grey market camera and you did not order a PAL camera, then I am sure they will make it right if you tell them too. If they didn't want to, then I am sure panasonic would love to hear about that, since they are an authorized dealer. But don't jump the gun, it is unfortunate if that is indeed the case. B&H however, is not a company I have heard reports of doing shady things intentionally. Many users hear shop there, including myself.
Jason
 
spoke to panasonic and was adv this
----------------------------------------------------------------------------------------------

You can talk to me. I am the product manager for the HVX200 and I can
show you that your serial number is not a US serial number. The proof
of this is that in the middle of all US serial number the letters TC are
there. Yours happens to be NC. This is a Japanese serial number.
Panasonic did not sell it to you and nor did we represent the product to
you as a US product. You fight is entirely with B & H.

Please keep us informed of what they say as I will send this through to
the sales channel, but even there we cannot make them take it back.

Sorry,

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was also adv that she has had a rash of this in the past few weeks due to the orders of the HVX book where they check serial numbers

i spoke to 2 people at B&H and they refuse to take camera back since ive had it for 2 months - true - but i purchased as US camera not a grey market and with such i should be getting a US / warranty camera - not trying to get money back i just want the right camera. Ive done alot of business with B&H and if they continue to stand to this then i will have no other recourse but to report them to the BBB and the NY attorney general.
 
Keep pushing B&H and going higher every time. Find there corperate mailing ingo and send in a letter, make sure to photocopy all records and send them in also. Keep track of everything you are told and write it down. If it is verbal and make sure to get names and/or employee numbers/identification each time you get a reply.

Keep it cool, yet demand some kind of resolution on their behalf to fix the problem that they caused.

Companies always feel that people will eventually give up, including Panny(I use to work for them), but if you are willing to put in the time and effort I am sure they will right the problem... eventually.

Best of luck.
 
raw911 said:
but i purchased as US camera not a grey market and with such i should be getting a US / warranty camera
Click to expand...

That is the point I think. B&H is an authorized dealer and is selling "authorized" cameras and advertising as such. But there could be other issues here. Somebody more versed in this sort of thing will hopefuly step in and hopefuly provide you with some advice on a course of action. Proceed firmly and politely. Take appropriate action as it becomes necessary. Panasonic should not just sit on their hands about this either. Granted, they may not be able to make B&H allow you to return the camera, but B&H is an authorized dealer of Panasonic products and Panasonic should hold them to certain standards.
For future reference though, many people, when they ordered their camera (dvx or hvx) called panasonic immediately after they received it to verify that it was a u.s. model. This way you have more leeway in dealing with potential problems such as this.
Hopefuly someone qualified to do so will be able to help you out here. In my humble opinion, if what you have reported is indeed true, B&H should be ashamed of themselves for this. Intentional or not, they should be willing to rectify the situation, as the product delivered was not as advertised (allegedly). I do not speak for dvxuser but I don't think that B&H would want to risk a potential loss in business from patrons of this site, if this is indeed verified and word gets around. *That last statement is completely my own personal opinion on business practices, and is not meant to be taken in any other way.

Jason
 
thanks all

i am now trying to get past the guards at the gate. They are real reluctant to let me speak to a supervisor. hmmmmm .... now im begining to wonder. All this could be avoided if they just admit that they messed up and send me a US camera.
 
NC and TC cameras are the same. The only difference is the warranty, which, I assume, B&H would cover.....
 
well finally got a resolution - B&H states that they were sent wrong shipment from panasonic. They are going to replace my camera with a US version.
 
raw911 said:
well finally got a resolution - B&H states that they were sent wrong shipment from panasonic. They are going to replace my camera with a US version.
Click to expand...

nice! Way to perservere. :thumbsup:
 
That's a graceful way for B&H to say: "$%^#, we got caught selling gray market." Nonetheless, it is sometimes best just to act as you did... patiently climb the ladder and make certain that Jan is aware. I honestly suspect that they turned to the dark side of the force to fulfill their backorders. So, you will get a legit camera, we have learned how to spot serial numbers of gray market cameras, Jan has a nasty phone call to make... and you will get your genuine Barry book...

Ned Soltz
 
The way I see it your problem is not "entirely with B&H". Although they are the ones that screwed you up.

Panasonic credits B&H as an "Authorized Dealer", they did not sell you the camera, but they (supposedly) 'sold' it to B&H.
This accreditation means that ALL Panasonic Products sold by B&H as a “full warranty unit” are guaranteed and supported by the manufacturer.

If you have your receipts and proof of sale, that should be enough for Panasonic to drop B&H status as an Authorized Dealer for their NTSC products in the US.

There should be no "gray" area on this issue.
Any responsible (and responsive) company has to support their costumer over a dealership issue like that.

raw911 said:
spoke to panasonic and was adv this
----------------------------------------------------------------------------------------------

You can talk to me. I am the product manager for the HVX200 and I can
show you that your serial number is not a US serial number. The proof
of this is that in the middle of all US serial number the letters TC are
there. Yours happens to be NC. This is a Japanese serial number.
Panasonic did not sell it to you and nor did we represent the product to
you as a US product. You fight is entirely with B & H.

Please keep us informed of what they say as I will send this through to
the sales channel, but even there we cannot make them take it back.

Sorry,

---------------------------------------------------------------------------------------
was also adv that she has had a rash of this in the past few weeks due to the orders of the HVX book where they check serial numbers

i spoke to 2 people at B&H and they refuse to take camera back since ive had it for 2 months - true - but i purchased as US camera not a grey market and with such i should be getting a US / warranty camera - not trying to get money back i just want the right camera. Ive done alot of business with B&H and if they continue to stand to this then i will have no other recourse but to report them to the BBB and the NY attorney general.
Click to expand...
 
alexdias said:
The way I see it your problem is not "entirely with B&H". Although they are the ones that screwed you up.

Panasonic credits B&H as an "Authorized Dealer", they did not sell you the camera, but they (supposedly) 'sold' it to B&H.
This accreditation means that ALL Panasonic Products sold by B&H as a “full warranty unit” are guaranteed and supported by the manufacturer.

If you have your receipts and proof of sale, that should be enough for Panasonic to drop B&H status as an Authorized Dealer for their NTSC products in the US.

There should be no "gray" area on this issue.
Any responsible (and responsive) company has to support their costumer over a dealership issue like that.
Click to expand...


Obviously that is not Panasonics stand on this matter and rightly so. If B & H is filling their back orders by circumventing the usual Panasonic USA channel of supply then why should Panasonic USA be held accountable for warranty on a product they did not supply?
 
ozduc said:
Obviously that is not Panasonics stand on this matter and rightly so. If B & H is filling their back orders by circumventing the usual Panasonic USA channel of supply then why should Panasonic USA be held accountable for warranty on a product they did not supply?
Click to expand...

Because, in granting B&H the "authorized dealer" status, they have made an implicit public declaration the B&H's sales and support practices vis-a-vis Panasonic products are legitimate and aligned with Panasonic's standards. Having made such a declaration, they've incurred the obligation to ensure that it is true (and to provide a remedy if it is found not to be true).
 
steve2bees said:
Because, in granting B&H the "authorized dealer" status, they have made an implicit public declaration the B&H's sales and support practices vis-a-vis Panasonic products are legitimate and aligned with Panasonic's standards. Having made such a declaration, they've incurred the obligation to ensure that it is true (and to provide a remedy if it is found not to be true).
Click to expand...
Agreed!
 
raw911 said:
spoke to panasonic and was adv this
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You can talk to me. I am the product manager for the HVX200 <snip>........
Panasonic did not sell it to you and nor did we represent the product to
you as a US product. Your fight is entirely with B & H.
Click to expand...
:grin: WOW!!! What a wonderful repsonse from whoever that was from Panasonic.
Basically : "Hey, *hands up*, don't look at me! It ain't our fault!"

Last I checked, the Panasonic website dosn't have a shopping cart built in to buy direct from them nor do they have outlet stores in the local mall. You must purchase pro gear through their authorized dealers. So essentially, Panasonic DID sell you the camera. Thanks Panasonic for the great response...:thumbsup:

Plus, Barry's book is so good, it should be given with EVERY camera from ALL regions.
 
I never advocated that Panasonic need to replace the camera.
It's clearly a B&H problem and they should be the ones replacing bad (or illicit, or mistaken) stock.

My point is; people (for years now) have been coming to this board with questions and recommendations about where to buy equipment.
Suspicious and irregular business in Brooklyn and elsewhere have been creating really bad experiences with false low prices, grey market products with no warranties, ridiculous packages, etc...
As a response, we all support and recommend Authorized Dealers, which are so called because the manufacturers have a trustful relationship with them.

So, my problem is the kind of response this costumer had from Panasonic employees when he was clearly having a dispute with a product (supposedly 100% guaranteed by manufacturer) with an (again supposedly) Authorized Dealer.

I rest my case.

Btw: I’ve been a costumer at B&H for over 12 years.

ozduc said:
Obviously that is not Panasonics stand on this matter and rightly so. If B & H is filling their back orders by circumventing the usual Panasonic USA channel of supply then why should Panasonic USA be held accountable for warranty on a product they did not supply?
Click to expand...
 
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