GH2 GH2 repair - camera sent back from repair with broken parts rattling inside

T

tolawr

Member
I am absolutely distraught at the level of service I've received from Panasonic. After having my GH2 in service for nearly a month (received on the 30th of August) they charged me $275 and returned the camera completely nonfunctional with something rattling around inside - which I assume can't be good. I also own a GH4 which, for no discernible reason, is unable to go into playback mode and I am terrified to send a second camera into them, under warranty or no, and have it come back even worse.

They are closed in Texas at the moment and I plan on calling to let them know I am cancelling the charges but I don't know what to do when it comes to my GH4. It has a squaretrade warranty from B&H in addition to manufacturer's, so their backing might help but I am certainly never buying another Panasonic model if this doesn't get resolved. It looks like I'm not alone in this type of experience, either.

Anyway, I'm trying to take deep breaths and not to have a panic attack in the meantime. Wish me luck and maybe they troll the boards still on occasion and will happen upon this post.
 
Call the McAllen TX facility in the morning, explain the problem politely to whoever answers and ask to be transferred to a supervisor with authority to issues RMA's for both cameras. The McAllen facility treated us pretty right on the "audio buzz" problem with early GH4's.
 
Just concerning the rattle, most GH2's have rattle in them. Mine does, and 2 friends who have GH2's also have a rattle in theirs.
 
$275 for repair is the crying shame, you can buy a used one for $300 to $350.

I would call and explain and let them try to make it right before cancelling a charge, that will immediately put them on the defensive.
 
It's pretty nonsensical. I've been in touch with their Facebook folk, but nothing except "we have seen your complaint and have sent it forward." I know about the little rattle it has, but this differently pitched rattle goes all the way from left to right and back when the camera is tipped.

Here's a video detailing the experience with a full timeline, scans, and a recreation of the battery short using light taps.


https://youtu.be/s0JXLyke4lg
 
This could be a case of shipping damage too. Might want to file a claim with your carrier just in case. It is not always the repair facility that is at fault.
 
One of the things they did excellently was package the camera for shipping. That notwithstanding, the return shipment was their responsibility and, not having offered me the option of shipping insurance or even notifying me of the shipping day, I had little option in terms of having this prevented in that stage of the process. As far as I'm concerned, if it's shipping damage that's on them as well. Either from poor packaging or not providing optional insurance.

Razz16mm said:
This could be a case of shipping damage too. Might want to file a claim with your carrier just in case. It is not always the repair facility that is at fault.
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Finally got through to Maria at Panasonic who said she is sending a return shipping label and apologizes for the mistakes made throughout the process (apparently the camera wasn't even supposed to be repaired, just replaced with a GH3 but someone incorrectly executed orders). More updates when I get them.
 
Is a GH3 an acceptable upgrade? Lack of a hack may not allow it to fill in every condition that a GH2 might fill. I'll be interested to see what happens with the charges you already paid.
 
Panasonic never approved of the "hacks" so they will not even acknowledge that as a factor. In fact with the GH1 they actually halted shipment of GH1's until they (thought) they had coded the firmware to make "hacks" not possible. For awhile there was a fair market in "hackable" older bodies.

With the GH2 Panasonic looked at what the "hacks" were accomplishing and gave us some of that in the GH3 with increased bitrates and overall improved color for both video and stills. And also a much improved control layout.

A GH3 should be an acceptable replacement. I had 3 GH2's, all with the FlowMotion 2.02 "hack", sold them when I got the first GH3, then ordered a second GH3 and was very satisfied with the video they produced at one of the 50Mbps settings. There is no way they can replace his with another GH2, existing stocks were long gone, and they will not deal with used or secondhand units.

A GH3 will be the best they can do.
 
Honestly, I'd be happy with anything if they just gave me a working camera that model number or newer. I don't generally mess with jailbreaking or modding (except on non-work PCs) so there's not a huge setback there. If they can get me a good piece of functional equipment in my hands, I'm a happy camper, and it would also be reassuring for when I send my GH4 in to get it's playback issue fixed. Not only using my camera for income but as a mental health tool, it becomes a real amputation not being able to shoot, causing panic attacks and depressive episodes. I know it seems frivolous, in a way, to get worked up about something so tiny in the big scheme of things but I trusted the Panasonic brand to deliver on some basic promises that have a big consequence on my day to day financially and emotionally.
 
It took multiple calls and emails to get a FedEx label sent my way (took about a week) and they've had my camera since the 13th. Since then, they've not contacted me once, told me when I called today that they failed to replicate the problem so I sent them the video AGAIN that the technician won't have any excuses. Luckily my bank has a 60 day window to file claims so I am giving them another week or so to see if they will do their jobs. If not, I'll just go ahead and let the bank deal with them.
 
Greg_E said:
This is sad!
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You're telling me... And I still have to send in my GH4 for repair to the same service center (since there's literally no other option) and just hope not only that they fix it but that they don't hold a grudge against me for holding their service to bear.
 
They (of course) could not replicate the problem. They admitted to being unable to actually test the camera by tapping it as it exceeded their guideline limitations with how the camera could be manipulated. They did claim to have had the camera looked at by both a technician and an engineer as well as cleaning the contact points, checking connections, comparing operation against other models, etc. They claim the rattling was the flash inside its housing. Since they find the camera to be working, I offered to accept a replacement of the same type but was refused. Will post the phone call later.

Hell, maybe they fixed it and just don't want to admit fault and they'll send back my camera good as new. Maybe cleaning all the contacts did the trick. In the meantime, I'm getting the bank involved as I expect they'll be more convincing negotiators than I.
 
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tolawr said:
Hell, maybe they fixed it and just don't want to admit fault and they'll send back my camera good as new.
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Had that happen with some broadcast gear from several different manufacturers, it's not an uncommon thing to do. Getting it repaired and working is the ultimate goal, if you are lucky they will throw you a bonus like some SD cards or a discount coupon or something. But probably not.
 
Shipped back with the same issues. Awaiting arrival of a brand new battery for final troubleshoot but have already begun templating eBay listings for all my Panny gear for conversion to Canon.

In spite of my love for Panasonic equipment, their absolute lack of customer service, accountability, and basic decency is forcing me to adjust. Thankfully, I have also been asked by a few companies and nearly a dozen private individuals for equipment advice and I can proudly steer them away from this mediocre company.

A tertiary note - Squaretrade is extremely communicative, efficient, and consistently cheaper than Panasonic's nebulous "average cost of repair" which they use as a carte Blanche charge for (non)service. After refusing my gh4 software repair (in warranty) saying it was a drop issue, I sent it off to have it fixed in less time than it took for Panasonic to evaluate with a firmware replacement (i.e. a software issue, not a drop as Panasonic attempted charging for)
 
All GH2s rattle. And the battery pack is spring loaded. If you smack any GH2 the right way it will shutoff.
 
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