EVS - not so good

S

sinematik

New member
Hey everyone,

Just wanted to post my latest experience with EVS. I ordered my Dvx100a from Rush back in mid-March. I've been very conservative about using it and it had only 25 total hours of use before it crapped out on me a few weeks ago. I used it one time - ONE TIME - to make a VHS dub of some footage when it died. I contacted Rush and he told me that there was nothing that they could do since the purchase date was so far back. He went on to basically blame me for the problem that occured (using the camera as a deck.)
First off, I don't think that the heads would be that sensitive to ruin with one single playback of some footage. I guess my DVX was missing the "Never ever actually use the Vcr mode that is provided with the camera, not even once, or the video heads will explode" sticker. Most likely, my camera has a factory defect.
Now... I realize that my warantee is still good and that I could send it off to have it fixed. However, I didn't pay that kind of money for a DVX to have it crap out on me after 25 hours. I contacted Todd (big dog) at EVS and told him everything. I wanted to see if they would take my camera back for a new one and they could have it fixed since it is still under warantee...and since they kinda sold me a lemon. I thought that since they were an authorized Panasonic dealer that they would throw my camera in the defect pile for Panasonic to look at. No go.
Just a warning for those who order from EVS. I hope you don't buy a lemon and I hope your ready to shoot a feature film the same month you order it just to make sure that it works properly or you'll get the same treatment I did. Bad customer service. I kinda liked Rush, but I'm not sure about that Todd guy. No more EVS orders for me.

-sinematik

Does anyone know if I contacted someone a Panasonic and tell them about my lemon, would they trade me for a new one or would they just tell me to have it repaired, too? Does the DVX come with a full warantee or a limited one?
 
Re: EVS - not so good

Please forgive me if I am misunderstanding you.

It broke and they offered to fix it under warranty but refuse to give you a brand new one off the self because it's 9 months old. And this is why you are mad? I'm sorry but you are expecting way too much from the real world! This is not in defenses of EVS. This is just silliness on your part.
 
Re: EVS - not so good

No, they didn't offer to do anything. I thought that they would replace an obviously defective camera with a new one that would work for more than the span of a day.

-sinematik
 
Re: EVS - not so good

To be honest, I don't know of any company that sells products (besides costco) that would take an item like that back after 9 month. Alot of stores have 30 day guarantee's, but if anything goes wrong after that, it's Manufacturer's warranty. It just doesn't happen, especially with e-retailers. If it was the case that they just sent you a product that was dead on arrival, or something that had problems from the get-go, then that's different. So I think it's unfair to say it's a problem with EVS, cause i betcha you would have the same problem with BHPhoto, Willougybys, Profeel, or any other online company or even a local shop.

Now, I agree, that breaking after 25 hours is ridiculous, wether you were using it as a VCR or not and nobody should blame you for breaking it as long as you are using the product within spec. Last time I checked, there were no warnings in the handbook about using the DVX100 as a VCR, so any comments on the contrary are not helpful in your situation.

Certainly anyone can get a lemon, but certainly no fault of EVS or any other seller. They just don't sell for high enough margins to be a full service company. At least you do have the Manufacturers warranty.
 
Re: EVS - not so good

[quote author=sinematik link=board=nws;num=1103687064;start=0#2 date=12/21/04 at 20:19:21]No, they didn't offer to do anything. I thought that they would replace an obviously defective camera with a new one that would work for more than the span of a day.
-sinematik[/quote]

Hi Shannon, we did offer to send the camera in for repair for you, as we do for anyone who has a problem under warranty. What we remind everyone is that it saves time and money to have them send it in themselves, since they have to pay shipping only to Panny, not to us, then to Panny, back to us, then to them. Also, it saves at least 1 week of transit time, and gets your DVX back faster. We did offer to do this, and as you know we have communicated via email about this, but we cannot take back a 9 month old camera, repair it, and sell it as new. That would be unfair to the next owner and is not the kind of business we run. I don't think you can do something like that at Best Buy or CompUSA. Our offer to repair the camera still stands, and as many others here can attest, we have always offered to send in DVX's under warranty for repair. :)
 
Re: EVS - not so good

[quote author=sinematik link=board=nws;num=1103687064;start=0#0 date=12/21/04 at 19:44:24] Hey everyone, Just wanted to post my latest experience with EVS. I ordered my Dvx100a from Rush back in mid-March. I've been very conservative about using it and it had only 25 total hours of use before it crapped out on me a few weeks ago. I used it one time - ONE TIME - to make a VHS dub of some footage when it died. I contacted Rush and he told me that there was nothing that they could do since the purchase date was so far back. He went on to basically blame me for the problem that occured (using the camera as a deck.)
First off, I don't think that the heads would be that sensitive to ruin with one single playback of some footage. I guess my DVX was missing the "Never ever actually use the Vcr mode that is provided with the camera, not even once, or the video heads will explode" sticker. Most likely, my camera has a factory defect.
Now... I realize that my warantee is still good and that I could send it off to have it fixed. However, I didn't pay that kind of money for a DVX to have it crap out on me after 25 hours. I contacted Todd (big dog) at EVS and told him everything. I wanted to see if they would take my camera back for a new one and they could have it fixed since it is still under warantee...and since they kinda sold me a lemon. I thought that since they were an authorized Panasonic dealer that they would throw my camera in the defect pile for Panasonic to look at. No go.
Just a warning for those who order from EVS. I hope you don't buy a lemon and I hope your ready to shoot a feature film the same month you order it just to make sure that it works properly or you'll get the same treatment I did. Bad customer service. I kinda liked Rush, but I'm not sure about that Todd guy. No more EVS orders for me.

-sinematik

Does anyone know if I contacted someone a Panasonic and tell them about my lemon, would they trade me for a new one or would they just tell me to have it repaired, too? Does the DVX come with a full warantee or a limited one?[/quote]

I have never blamed you for using the camera as a deck. I mentioned that frequent usage as a deck may have been a cause for the problem (I still offered to send it in for repair.) From my own personal experience, as a 3-year DVX veteran, that camera does not function well as a deck, and has a tendency to generate errors and cylinder lock warnings when that happens. I didn't design the DVX, I just use and sell it, and I warn customers, out of concern, that they should watch out for certain things. :) I always tell everyone, as others do here, that even a $250 DV camera should be used rather than the $3500 baby. Even I own a DSR11 for just that purpose, and when I didn't, I used my Canon ZR20. I tell my customers to use the camera as a deck only when they need to, like checking footage on the field. Even so many people have never had a problem playing footage with their DVX. Some have. Those that have can get their cameras repaired. :)
 
Re: EVS - not so good

hi there-

Send your baby to an authorized repair place and you will feel a lot better. You just want it back to perfect..but the best place to do that is not with EVS, but with the repair facility.Even dealers that say they have repair shops often end up sending it out. ( well, I think..)

Yes, it sucks to have something that isn't quite right, but I'm pretty sure a skilled technician can take care of that for you.

I had a camera that needed a warranty repair soon after it was opened. Was not happy about that, but popped it in the mail, got fixed, and it was back in service in no time.

Good luck!
 
Re: EVS - not so good

I would love to hear Jan make an official comment about this "Deck" stance. I have a real hard time believing that the DVX deck craps out so easy when you actually use it for what it was designed for.
 
Re: EVS - not so good


this is silly.

your camera has a 1 year warranty.

send your camera to the panasonic repair center of your choosing and they wil fix it and send it back.

matthew
 
Re: EVS - not so good

Rush, I posted the two replies you sent me regarding my DVX problem. Neither of them mentioned sending it to you guys to have it repaired. They had more of a tough luck undertone to them. I guess someone took them off the site. Too personal I guess... just trying to make sure you guys stand behind the products you sell.

I sure hope you wouldn't try to resell any lemons. I hope that you guys would pass them back to Panny and say "Oops you guys must've missed this one when it was coming down the line."

-sinematik
 
Re: EVS - not so good

[quote author=mickeloaf link=board=nws;num=1103687064;start=0#7 date=12/21/04 at 21:56:34]I would love to hear Jan make an official comment about this "Deck" stance.  I have a real hard time believing that the DVX deck craps out so easy when you actually use it for what it was designed for.[/quote]

Hi Mike, I promise it is not in any manual, like a lot of my advice. It has been covered in the forum though, as have other issues. It is like knowing that a certain tripod can be loaded to 60lbs, even though the manual says 22lbs, or that tilting a certain light fixture 10 degrees will reduce the bulb life, or that a certain mic will sound crisper than another, or that a setting on the camera will work just as well as an expensive filter. It's the main reason people have a favorite sales rep, because he tells them what others have had problems with, and would never lie and say, "This works GREAT!" when he knows it won't. It is experience that has taught me to warn people about certain things, so that they will have a better product that will last longer. In my mind, I have the experiences of hundreds of my customers, ready to disburse on demand.
 
Re: EVS - not so good

sinematik, I deleted those posts and sent you a private message as to why -- posting a private e-mail conversation without the other party's consent is a major netiquette violation.
 
Re: EVS - not so good

[quote author=sinematik link=board=nws;num=1103687064;start=0#9 date=12/21/04 at 22:15:52]Rush, I posted the two replies you sent me regarding my DVX problem. Neither of them mentioned sending it to you guys to have it repaired. They had more of a tough luck undertone to them. I guess someone took them off the site. Too personal I guess... just trying to make sure you guys stand behind the products you sell. I sure hope you wouldn't try to resell any lemons. I hope that you guys would pass them back to Panny and say "Oops you guys must've missed this one when it was coming down the line."-sinematik[/quote]
Shannon, we have always stood behind the products we sell, but we are a legitimate company, and we can't go absorbing a $3300 loss. That is what that camera would be to us, a loss. Panny won't give us another, not after 9 months of turning in its Serial Number, lemon or not, it is your responsibility to do that, or turn in to us for repair. It is up to you to take charge of the situation. I understand that you are upset, but the options you provided me weeks ago were not fair. You expected me to replace a 9 month old camera. I can't do that, and Panny will not see it as clearly as you do. They may opt to give you another camera, but we can't make that decision for them. It is a fact of life, as others have mentioned, that electronics will break. That is why you buy from an authorized dealer like us, so that you have the ability to send it to the manufacturer for repair. There was no "tough luck" undertone to my emails, and if you had asked to have the camera repaired, I would have been happy to do that. Your attitude from the beginning was "Give me a new camera; I deserve a new camera." I replied to your email twice and left you positive voicemails to the same regard, that we are here for you, but not to replace the camera. That should show a caring attitude and not one of resentment or discard.

I repaired my truck many times under warranty when I first bought it. I never wanted to give it back. I just wanted it fixed. Who knows if the new truck they give me wouldn't have other new issues? At least I know what is wrong with my truck. And it has served me well for 7 years, and hopefully will last another 10-13 years. Just take care of your own camera, don't give up on it so fast.
 
Re: EVS - not so good

You're one of those customers that expects the world handed to you on a platter if you ever have problems...I dealt with people like you back in the days that I sold cars, and I wanted to run over you with your new vehicle.

You bought a camera that is now 9 months old regardless of how much you have or have not used it in that time.

The camera has a warranty for a reason, and its up to you to deal with the issue, not EVS. This would be the case from day one, unless the camera was busted right out of the box. Only then would I say EVS has a responsibilty.

You complaint is ascinine and ignorant. You get the same responses had you purchased from B&H or Samys Camera.

I bought a new powerbook in May. If something were break on it (lets say the keyboard) I would not take it back to Apple expecting them to give me a new powerbook because I happened to got a bad keyboard. I'd send it back to Apple and they would fix it.

Would it be an inconveinence? Would be a giant pain in my ass? Yes, but its commerce and thats what you have to do.

NOW, considering you say you dont really use your camera, I seriously doubt its a big deal. You just feel you deserve special treatment that you are in no way entitled to. BUT if you did need another camera right away I'd bet EVS would be willing to help out with the immeadiate rental of one. A question I bet you never asked.

You demands are selfish and ignorant, and perhaps by reading everyones replies you will realize you are way off base.
 
Re: EVS - not so good

Hey everyone

Just wanted to post my latest experience with Barry's DVX book. I ordered my DVX book about a month ago. I followed all the steps and my footage is not at all 'film like'.I want to know what the return policy is. ;D
 
Re: EVS - not so good

Boomerang, I bet you didn't have a film-like experience because Barry forgot to write a chapter on making popcorn. :D
 
Re: EVS - not so good

Ya know, that book has got to be the most useful book I've ever bought. I'm still constantly referring to it weekly, and always learning something new again.
 
Re: EVS - not so good

As usual Rush, you have done an excellent job clearly explaining your position. I have been extremely happy with Rush and EVS and my transactions with them.

The problem is to be addressed by Pany.
 
Re: EVS - not so good

Hey shannon, I'm not gonna chastize you or anything, because I think we all make mistakes and have lapses in judgment. I would like to comfort you, however, in the fact that Rush is one of us. He's the good guy and I think that this frustrating situation has caused you lose sight of that. We are lucky to have a guy like him on our side, cause all the other dealers are scum-sucking bottom dwellers that, if given the chance, WILL take you for everything you have, and they won't even try to explain themselves for you in a forum... Obviously Rush does not need anyone to defend him, because he has already built himself a solid reputation, and as a DVX community we are all for the most part indebted to EVS for such unrealistically oustanding service. My hope is that you will get your camera fixed:P, continue to make movies :D, and inform us all of your progress ;). By no means should you take offense at our allegence with EVS and drop out of DVXuser, though. Anyway, that's my two cents worth, oh and Rush, you rock man!
 
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