I just had my Panasonic DVX-100a repaired at The Video Clinic in Santa Monica, and have some concerns about my experience that I need to share. While I do not doubt that the gentleman who owns the shop is qualified to repair equipment, his customer service skills are very lacking. I was told they charge a $140 diagnostic fee, payable up front. I asked what that means. He told me that they apply the fee to the repair cost, but charge the fee to evaluate what is wrong. I also asked about a head cleaning, and he said it was included.
When I dropped the camera off, he noted there was no lens cap. I mentioned that I would like to replace it, but have only found aftermarket ones. He said, "We can get you a lens cap."
When the estimate came in at over $1000 for a firewire and headphone jack repair, I balked and he got a little hostile. This is a great little workhorse camera, but I will be upgrading to HD soon, so did not think that spending $1000 on this camera made sense. He said I would forfeit my $140 if I did not get the camera repaired. I asked about the cleaning, and he said it costs $308 and is only included if you get the camera repaired. He started using all sorts of techinical jargon to describe what was wrong. I told him I did not understand what he was saying. I had to ask him "talk to me like I don't repair cameras for a living."
I asked how much to just repair the headphone jack. He came back with $540+. I said and that will include the cleaning, he said yes.
Since I needed the cleaning and had already paid $140, I agreed.
<b>Before I even picked up my camera, he ran my credit card number again for the additional $400! </b> Which seemed really shady to me. And he charged me $38 for the lens cap.
Maybe I am naive, but "cleaning included" and "we can get you a lens cap" seemed like this services would be thrown in to make me a happy customer.
The repair seems sound, he provided me with the replaced parts, and the camera was ready ahead of the promised time, but I still feel uncomfortable with how I was dealt with as a customer. And next time, think I will look for another service provider.
When I dropped the camera off, he noted there was no lens cap. I mentioned that I would like to replace it, but have only found aftermarket ones. He said, "We can get you a lens cap."
When the estimate came in at over $1000 for a firewire and headphone jack repair, I balked and he got a little hostile. This is a great little workhorse camera, but I will be upgrading to HD soon, so did not think that spending $1000 on this camera made sense. He said I would forfeit my $140 if I did not get the camera repaired. I asked about the cleaning, and he said it costs $308 and is only included if you get the camera repaired. He started using all sorts of techinical jargon to describe what was wrong. I told him I did not understand what he was saying. I had to ask him "talk to me like I don't repair cameras for a living."
I asked how much to just repair the headphone jack. He came back with $540+. I said and that will include the cleaning, he said yes.
Since I needed the cleaning and had already paid $140, I agreed.
<b>Before I even picked up my camera, he ran my credit card number again for the additional $400! </b> Which seemed really shady to me. And he charged me $38 for the lens cap.
Maybe I am naive, but "cleaning included" and "we can get you a lens cap" seemed like this services would be thrown in to make me a happy customer.
The repair seems sound, he provided me with the replaced parts, and the camera was ready ahead of the promised time, but I still feel uncomfortable with how I was dealt with as a customer. And next time, think I will look for another service provider.
