Argh!!! Dropped camera

dillont

dillont

Well-known member
I'm embarrassed to admit this but I need some help...

Long story short, the camera was dropped on the floor. The plastic ring/focusing knob/leica hood mount snapped off. We need to send it in for repair.

Does anyone know of an authorized Panny 24p repair shop in the SF BAY AREA? Any idea what it will cost to get it repaired? Thank god all the other mechanisms work in the camera. Everything in front of the lense elements snapped off, tho.

Thanks. :(

Dillon
 
Re: Argh!!! Dropped camera

As far as I know all authorized repairs are done on the East Coast? I hope Im wrong as I live in Socal and if I ever have to send mine in Id like to stay on the West Coast. Anyone?
 
Re: Argh!!! Dropped camera

A few months ago we had the exact same thing happen (lens hood - focus ring stripped straight off the body). The camera also had a blown Firewire port. We called Panasonic and they recommended a Panasonic authorized repair facility in the Bay area (in fact the Panasonic rep highly recommended them). We called the facility, described the problem and they estimated about one week to fix the camera.

We sent the camera via Fedex because we needed quick turnaround. It took SIX WEEKS until we got the camera back and at the end we were having to call them almost every other day. It was just one excuse after another. First it was "We don't have the replacement board". Then, "Ok, we got the board but the settings data must be transferred". Then, "We need a special thingie from Panasonic to transfer the settings". Then, "Ok, we got the special thingie but it turns out we need special software to run the special thingie and they didn't send that because they thought we already had it". Then, "We have the software but we're having trouble running it. We need Panasonic to walk us through it". etc. etc.  

The bench technician told us at one point that his boss (the owner apparently) had instructed him to no longer take or return our calls. The message he was told to deliver to us in his "last" communication was "It will be done whenever it's done and we're not going to talk to you anymore". (note: we were not unreasonably "nagging" them. We didn't even call for the first two weeks, and then once a week for a couple of weeks and then finally, (at the end of our rope) every few days. Our IT/tech manager was the one calling and he was always professional and polite (far more than I would have been)).

Our productions were off-line for six weeks and the downtime was very costly to our company (in addition to the unbelievable frustration of dealing with these people). We dearly love the camera but our one service experience was a complete unprecedented disaster.

The only redeeming thing about the experience was that at least the repair of the blown Firewire port was under warranty. Ok, now about the lens hood/focus ring; I assume you've examined it enough to learn that it's just an interior plastic ring that you need. The three screws that hold the assembly together have ripped through the retaining ring that is inside the front part of the assembly. The repair center told us that the only way to repair that is to replace the *entire* lens assembly (even though the lens and everything else is just fine). The quoted cost for a whole new lens was north of $600 (not including labor). Apparently Panasonic buys the whole lens assembly from another manufacturer and they have *no* sub-parts available, it's all or nothing.

This was amazing to me because the lens is very easy to disassemble and there are several relatively fragile (but certainly inexpensive) plastic parts associated with it. However, you have to replace the entire front of your camera if any of them break. It stuns me that Panasonic didn't negotiate a spare parts supply with the lens assembly manufacturer as part of their agreement.

Needless to say we declined that part of the repair offer. I experimented with several different approaches to repairing it myself. It's actually not too hard. The only tricky part is that the optical element that reads the turning of the focus ring is very sensitive to the position of the ring. Thus the "elegant" solution of shoring up the ripped through holes from the other side (with 2mm washers) didn't work very well because it changed the position of the focus ring relative to the sensor. Everything was held in place very securely (more than when new) but turning the focus ring wouldn't register reliably.

Eventually, I just bit the bullet and super glued the screws into place in the assembly. Now the camera works and looks just as good as new again. I'm sure that the stress point is somewhat more fragile now but I'm just more careful with it.

If someone from Panasonic reads this: a). You need to re-evaluate some of your authorized repair 'partners'. and, b). It sure would be nice to be able to purchase some of those plastic lens rings at a reasonable price, even if they were from DOA returned cameras. I'd gladly pay $25 for that 75 cent plastic ring.

--- Mark
 
Re: Argh!!! Dropped camera

[quote author=markran link=board=Events;num=1091246073;start=0#2 date=07/31/04 at 02:22:40]If someone from Panasonic reads this: a). You need to re-evaluate some of your authorized repair 'partners'.[/quote]

This drives home the reason that I NEVER send any camera to anyplace other than the manufacturer themselves. One, they have clean rooms, and two they have people who spend all day long working on that brand of camera.

Personally, if my 100A needs repair, I want it done by someone who doesn't know a damn thing about Sony or JVC cameras, but knows every little trick about the Panasonic models. These days, it seems like they even have people who specialize on a few particular models only. That's important to me. The manufacturers also have the latest factory tech notes and often replace things known to be problematic without even being asked.

In addition, these days a lot of things are replaced rather than repaired, so the local guys sometimes are forced to just box it up and send it to the manufacturer anyway... of course they add a surcharge for the effort, just making it more expensive.
 
Re: Argh!!! Dropped camera

Hi Mark, John and Mitch,

Thank you for your replies. I'm not too happy about the price tag mentioned above (600!?!). I mentioned this to the person who owned the camera. She doesn't want to do the super glue thing - citing any future repairs that may need to be done could be thwarted because of the existance of super glue on the camera.

God I hope Panasonic has put into place a replacement parts program for the lense assembly. Mark is right, its the little plastic ring/screws that is busted and would be simple to replace.

Ugh. What a nightmare. Thanks for the input. I'll let y'all know what happens when we start placing the phone calls.

Dillon
 
Re: Argh!!! Dropped camera

authorized panasonic service centers in california.
off of the panasonic.com site.


MEDIA ASSOCIATES, INC.
616 NATIONAL AVENUE
MOUNTAIN VIEW
CA
94043
(650) 968-2444

THE VIDEO CLINIC INC
2307 WILSHIRE BLVD.
SANTA MONICA
CA
90403
(310) 828-6464


PANASONIC - PBTSC SERVICE
3330 CAHUENGA BLVD WEST
LOS ANGELES
CA
90068
(323) 436-3507

VTR SERVICE
3169 BARBARA COURT
HOLLYWOOD
CA
90068
(323) 851-9700


DIGITRON ELECTRONICS
7801 E. TELEGRAPH ROAD
MONTEBELLO
CA
90640
(323) 887-0777

VIDEO SYSTEMS SERVICE CTR
23322 PERALTA UNIT #4
LAGUNA HILLS
CA
92653
(949) 855-1082
 
Re: Argh!!! Dropped camera

[quote author=markran link=board=Events;num=1091246073;start=0#2 date=07/31/04 at 02:22:40]

We sent the camera via Fedex because we needed quick turnaround. It took SIX WEEKS until we got the camera back and at the end we were having to call them almost every other day. [/quote]

mark,
did you ASK what their turn-around time was before you shipped it off????
i suggest you do what i did when i needed service:  search the panasonic website for a list of the authorized service centers.  CALL THEM and see what their turn-around times are.  i called a few when i needed service - and it turned out that one that was a little farther away than the others had a SIGNIFICANTLY shorter (by WEEKS) turn time.  

fedex in - fedex out - back in the game.  i'm not sure its fair to blame the service company for their turn-time when they probably could have informed you that it would have taken that long had you asked - and checked around for other places that do authorized service.  just my $.02
 
Re: Argh!!! Dropped camera

[quote author=markran link=board=Events;num=1091246073;start=0#2 date=07/31/04 at 02:22:40] It sure would be nice to be able to purchase some of those plastic lens rings at a reasonable price, even if they were from DOA returned cameras. I'd gladly pay $25 for that 75 cent plastic ring.

--- Mark
[/quote]

mark,
you might try:
http://www.pasc.panasonic.com/epartr/
if you happen to know or can find a part number, they sell nearly every little part for the DVX on the site.....it might be there. good luck.
 
Re: Argh!!! Dropped camera

[quote author=dillont link=board=Events;num=1091246073;start=0#4 date=08/01/04 at 14:05:26]Hi Mark, John and Mitch,

Thank you for your replies.  I'm not too happy about the price tag mentioned above (600!?!).  I mentioned this to the person who owned the camera.  She doesn't want to do the super glue thing - citing any future repairs that may need to be done could be thwarted because of the existance of super glue on the camera.[/quote]

Now days many small cameras have a fixed repair charge... the Sony PD's are $550 to fix anything, so $600 sounds similar. This is always disappointing if you need something small done, but a bargain if you need something major.

Sorry to hear of your circumstance, but I think she's right... the presence of superglue may hurt your warranty at some point...
 
Re: Argh!!! Dropped camera

The best tip I can say is to phone the place you bought the camera, if it was an authorized dealer. If they are authorized to sell the DVX, they will know exactly where to take it. If not, you will get sent to a Panasonic "consumer" repair center, which as Markran found out probally wont have the required tools to fix the camera. A good indication is when you phone the place ask to speak to a tech and say DVX100... if he knows what camera you are talking about without looking it up in a book it's a good sign.
 
Re: Argh!!! Dropped camera

I was on a shoot a couple weeks ago where a camera got dropped and busted off everything forward of the element.  We sent the camera to a Panny repair spot in Brooklyn and they had it back in our hands the next afternoon.  I didn't interact with them personally, but I stored the number into my phone in case, God forbid, MY camera ever be dropped:  Nivi Electronics, (718)765-0123.  May or may not be worth it to you to FedEx cross country, I don't know.  Figured I'd share the positive experience, though.
-Luke
 
Re: Argh!!! Dropped camera

Dillont-

this is where you send that baby;
www.fvvs.com

Fox Valley Video Service

They took care of one of mine, turn around was zippy ( I think it was 1 week ( including shipping from west coast and back), and they have expertise with the DVX. I was told by Dennis that their guys used to work in the Pana repair division in IL that was recently shut down.  The division specifically worked on the DVX. I sent another DVX for repair to a DIFFERNT authorized place and the camera came back- STILL BROKEN AND ALLEGEDLY FIXED. Another time, it took a long time to get back and I was just very sad.

I don't know where FlacaProductions got the list of repair places in SoCal, but I suppose it all works. I do know tho, I once spent a long, long, long, time on hold with panasonic authorized repair locator phone directory and different phone calls..and that is where I ended up..with FVVS. I am in N. CA.

I sent the fvvs guys some treats, because I was so overjoyed with their service. Yah, of course this is after I sent the same camera for repair to a DIFFERENT, authorized place ( long story ) and the "repair" person DID NOT FIX IT!!

also- don't feel bad about the camera drop. it happens to the best and most experienced with expensive tripods, as well as with newbies
 
Re: Argh!!! Dropped camera

Flaca,

As I said in my post "We called the facility, described the problem and they estimated about one week to fix the camera." So we did go the to trouble of getting an estimate, the problem is that the the estimate was of by a factor of 6X. Very frustrating because we feel that we did do everything properly on our end.

Thanks for the link to the parts site. I'll be happy but doubly frustrated if the plastic ring is available there apart from the rest of the lens. That repair center told us that it was absolutely *not* available seperately.

Regarding concerns about self-repair and warranty. My thoughts were, if the repair doesn't hold (or something else in the lens needs to be replaced) then I'm no worse off because the whole lens must be replaced anyway. If something in the tape transport or the electronics breaks, they're not going to be disassembling unrelated sub-parts of the lens anyway (repair techs are busy and don't spend time taking apart anything that doesn't need to be).

Ultimately, the camera taking a dive was a non-optimal situation to start with. The price to repair it just didn't seem fair so the only options were to either support unfairness or punt.

--- Mark
 
Re: Argh!!! Dropped camera

Holy Moly!!!

I can't believe it. On that parts site they have listed "FOCUS RING ASS'Y" Part #VXP2212 at a price of $46.71

Now there's no telling if that's exactly the right thing (because I can't find any exploded view diagrams) but it sure sounds like it.

I am in disbelief that that one independant service center would tell us that "absolutely no lens parts are available separately". It looks like I owe Panasonic an apology for my comments above and double voodoo evil to that service center.

--- Mark
 
Re: Argh!!! Dropped camera

This exact thing happened to me last feburary. 10 days after I bought it, it dropped. I sent it to RBE video in richmond, south of Vancouver. It cost about $200 CAN to fix. My lens hood popped off, and two rings were broken. It took about 6 weeks to fix, because they had to order the part. In the meantime I just taped the lens hood to the camera over where the focus ring should have been and used auto focus. I was in the middle of shooting a documentary so I had to keep shooting. It sucks, and it was traumatic, but now fixed and forgotten. I tried to find the best place to repair it, as well as the best price, but at the end I just took what was most convienient cause I just wanted it fixed.
 
Re: Argh!!! Dropped camera

I guess I can say this information will help many of you out there with damaged DVXs. First of all thanks Pookiehead!!!!!!!!! Unsolicted claims such as her's are greatly appreciated!! Yes, we are a Panasonic Key Servicenter, authorized to do I/W and O/W DVX repairs, but better yet, I was the first person in the US to ever repair one of these little guys and to date have repaired over 1000 of them. We used to work for Panasonic and our servicenter was closed and we found ourselves jobless :'( :'(. So, three of us bought the shop and are on our own!! We are called Fox Valley Video Service and we are just outside of Chicago. We can offer a fast turn around time and our labor rate is $90.00/hr. on the DV line. If you have tried others, I think we are worth a look, but I guess I'm biased. Anyway, if any of you guys need a repair, give us a ring... www.fvvs.com
 
Re: Argh!!! Dropped camera

foxvalleyvideoserv:
I go by "Pooh" now, but no problem. When you have a small business, you know how much a good word helps. Best of luck!
 
Re: Argh!!! Dropped camera

Howdy,

Thank y'all for the input and words of encouragement. I'm still feeling weak kneed and like an idiot for allowing the camera to drop. This is perhaps the most beautiful video camera I've ever held in my life. It was like dropping a baby. *Inser slow motion run and gasp/grabbing for baby shot here*.

We've begun making the phone calls and getting estimates. Will let you know what ends up happening. Now I'm hearing figures around $1,500 and up to get it repaired. UGH UGH UGH.

Thanks again. Will be in touch.

Dillon
 
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