JVC Customer Service

H

Huiy Tang

Member
I am disapointed with JVC's apathy and disregard towards the consumer. I have returned 3...THAT'S RIGHT 3! HD100 camera's. Did they think I wouldn't notice the split screen? Did they think I wouldn't check? Each I was told was inspected and glitch free. Yet each had the same split screen problem -even at 0Db (in low light of course). I suppose they did do their part by sending two replacement cameras, three including the first. There are a few ways to help reduce the split screen(stretching blacks, changing the shutter rate...) but they are makeshift and not realistic to apply when your in a pinch and working in a professional capacity when you have to hand your tape off to an editor to fix the camera's woes caught on tape (and they don't always make your picture look better). I do want to express that there is so much that I like about this camera. The erganomic design is ingenious. The 720p HD picture is far superior to the 1080i format. And the connectivity of the camera to my Final Cut Pro suite has been glitch free thus far. However, I do hate the fact that I have dropped thousands of dollars to be a beta tester while JVC works out it's bugs with the sensors. JVC did offer me a refund but nothing more, however I DO NOT WANT A REFUND. I JUST WANT A CAMERA THAT WORKS. Or at the very least some indication that the camera's woes can be corrected. Is this too much to ask? My dealer has been gracious and is crossing their fingers that JVC gets it together over the next couple of weeks. However after speaking to JVC first hand I do not believe that the issue can easily be corrected or they would have said so, and I also believe that JVC is more concerned with current profit margins and less about building customer loyalty over the long haul. My guess is that over time as the ccd's and sensors wear down the plit screen will only become more apparent. I am NOT a technician, but I dont' think that the problem is going to go away with time. The shameful thing is that if JVC could have held off and corrected the issue before releasing the camera to market it would have blown any of the new (Under $10,000) HD cameras by Sony, Canon, and perhaps Panasonic out of the water. Each of their offerings would only pale in comparison to a fully functional HD100. One JVC tech has stated that the split screen should be observed as a limitation rather than a defect. This is fine if you are shooting only films or commercials and have full control over your light and the time of day that you shoot. But as far as I am concerned - I won't be shooting any eng, documentary, or low light productions with the HD100. I guess he's right. It is a mere limitation. But it's a doozy. I have praised the camera, believed that the prosumer videographer could triumph, and invested hard earned money in a camera that has only put egg on my face and emptied my bank account. However, before anyone goes all high and mighty on me. I do realize that in the end I only have myself to blame if I don't take JVC up on their refund offer. The worst part is that JVC knows that when the problem is corrected, I'll be ordering another HD100 with my refund money. In the end it doesn't buy back my self respect for putting up with their negligence. If JVC would only be a little bit more helpful...they would potentially have a customer for life. I really am that impressed with the camera overall. Just not the split screen issue.

I for one believe a recall is in order. Can we start a petition?

truthordeception@mac.com
 
Good lord man, it's just a camera with a problem. Self-respect for "putting up with their negligence"?

I don't even know where to begin with that statement. You should just get your money back and get another camera.
 
Agreed! I don't think the folks at JVC are that stupid; I am sure they know all the problems with the camera, and read our forum daily! It seems they simply do not care! Petition by returning the camera, and not giving that company your hard earned doe for an underdeveloped pice of equipment. Take the refund while its offered!!
 
I invested in some highend JVC gear several years ago. It was a thorn in my side from the start (particularly where service is concerned) until I got rid of it a few years later. If you're not happy now, by all means cut your losses. Don't count on them giving you a camera that "works" or that they'll come up with a "fix" any time soon.
 
No offense to anyone here who bought the JVC, but why did you guys buy it in the first place? Did you get a chance to try it out somewhere? Did you buy it based on just the specs you read about online? I understand the great interest in this camera,hell, I love the shoulder mount design, I think it is exactly something I wish my DVX100A had, coming from an ENG background. but I am not one to be a guinea pig for everyone else who has the patience to wait and see what kind of potential problems there might be, especially at these prices. I dont know about everyone else, but I dont have the cash to jump into HD,or HDV or ProHD, even if you can go at your own pace with shooting in SD mode. Sure you have every right to be pissed, but what you have here is a brand new model of a camera with , correct me if I am wrong, a brand new format in "ProHD". It seems a lot of people have to be the first one on the block with the new toys.
 
It seems they simply do not care!
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Now this is uncalled for. JVC is very aware of what's happening out there -- in fact, it is their insistence on controlling the quality of the camera which has led to the delayed introduction in the US. Remember it was originally supposed to come out in June; here it is at the end of September and I'm still waiting. JVC USA won't deliver an HD100 unless they've inspected and examined it and satisfied themselves that it meets their expected level of quality. I had a long and interesting talk with Dave Walton of JVC, and I can tell you that they are very concerned with delivering a high-quality, usable product to their customers.

Dave Walton works for JVC USA, so I don't believe he can influence what other divisions in other countries do, but as far as the USA goes, he's on top of things and doing his best to make sure that USA buyers have a satisfactory experience with the product.
 
I wonder why all those "just registered" people are starting nonsense threads to complain about the JVC. It's starting to smell like spam.
 
yellowdog said:
No offense to anyone here who bought the JVC, but why did you guys buy it in the first place? Did you get a chance to try it out somewhere? Did you buy it based on just the specs you read about online?
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Now this makes senses.

It's like buying a car without a test-drive.

Something tells me too many people out there bought it on Specs alone. :thumbsup:
 
Mediacre, I was thinking exactly the same thing. However it is possible that it did happen.

What we should be aware of is that even if these reports are true they're only a couple. More respected members of the forum that have tested the camera and posted their stuff here proved that the camera looks good - very good.

In fact I would advise people that complain about the split screen or dead pixels or whatever to place some still here on the net so people can have a look.

Anyone can claim anything. Either a few people got unlucky or something's fishy.
 
yellowdog said:
No offense to anyone here who bought the JVC, but why did you guys buy it in the first place? Did you get a chance to try it out somewhere? Did you buy it based on just the specs you read about online?
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John_Hudson said:
Now this makes senses.

It's like buying a car without a test-drive.

Something tells me too many people out there bought it on Specs alone. :thumbsup:
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Just like all those who already pre-ordered a HVX200 right :thumbsup:
 
I didn't and wouldn't and won't until I see the 'Truth'. So put the winky smile away before someone get's hurt there buddy.

(heh heh - thought you hit it out and it just goes foul; I love it when someone thinks' they're making a funny)
 
I say JVC "Simply does not care" in regards to where I was told first hand that they do not believe that initial user feedback would effect them or sales, and that no customer support would be offered in the present or in the future other than a refund. As far as me being a new member is true. However, JVC has notified me not to pay attention to these forums as any negative feedback provided is simply from (drumroll please...) "Sony Reps posing as HD100 users". I am certain that there are members of JVC's working community that do hold consumers concerns in higher regard. In fact I've even come across a few in the forums. I just haven't received the service I would have hoped for from JVC directly. I certainly hope that I'm simply one of "the unlucky ones". But as it turns out everyone who has bought the camera so far has had a similar experience. Coincidence? I am greatful that the forums are here for info and feedback-in fact without Ken Freed's assurances and feedback and Dashwoods insights I would have written the camera off already. I'm keeping my fingers crossed that JVC does pull through and correct the issue in the next week. It's all I can hope for... My apologies if my disgruntled tone has offended anyone. I hold myself responsible for purchasing the camera in the first place assuming it would be fully operational. Go ahead and be discerning thinkers, criticize if you like-It will only empower you when it comes to purchasing a camera in the future. In fact I still say buy an HD100, just not one from it's initial line. I'll post some clips by the end of the weekend.
 
Huiy Tang said:
I just haven't received the service I would have hoped for from JVC directly. I certainly hope that I'm simply one of "the unlucky ones". But as it turns out everyone who has bought the camera so far has had a similar experience. Coincidence?
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Huiy, I'm glad you're 'real' but this type of sentence doesn't help you out much. Since when *everyone* that bought the camera had such a bad experience with JVC? SINOSFEAR and DASHWOOD are just two of the members that seem perfectly happy with both the camera and JVC's customer service. One of them even got the 'tutorial' on how to mask out dead pixels from a JVC rep and the other is willing to sell his beloved DVX100A.

I hope you understand that when I user has been in a forum for quite some time and posted on several topics people start getting to know that person - as much as the internet allows you anyway. It's obvious those people are going to have more credibility than a newbie with 3 or 9 posts. It's not that we don't like newbies, but there's little else we can judge their opinion on.
 
Seriously, I'm looking hard at Canon and the Panasonic. Frankly I didn't buy my DVX until I went and tested it out at SMS here in Chicago. When I saw what it could do I was sold. All of this sounds nice but I do feel indeed JVC is beta-testing this cam on users. A split screen even "unnoticed" as truly as someone said is "unacceptable". Many are buying into HDV for the quality it offers, so this does kind of suck. I was sold on the form factor and the lens and figured JVC wouldn't screw up in the most important aspect of a cam: the image.

I still want to see what this camera has to offer. When it's fixed I'll take a look but for now I'll turn my attention to Canon and Panasonic. Hey I'm poor, it'll be awhile before I get either of these but I'd be willing to check the JVC out and put it through it's paces and give an honest opinion of what I see. I have to say this, the stills that were taken seemed pretty good. I didn't see any problems except CA that had to be pointed out. If this is the worst problem the JVC has then I could live with it. But then I have to ask which len was used. I'd really have to see more before I make a dicision. Either way I'm willing to be the reason the Canon is so expensive is because of the lens. I bet there's better glass in there. I don't know this for fact but I'm willing to bet.

-Nate
 
Mediacre said:
Just like all those who already pre-ordered a HVX200 right :thumbsup:
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I didnt preorder anything, nor would I preorder anything I havent seen perform in person.Be it a car, a camera, a freaking toaster, whatever.I didnt buy a Dvx until after I read countless reviews, then used a rental on a shoot for a concert. I was even considering an xl2, or a pd170 which had my interest until I turned on the DVX for the first time and flipped it to 24PA. :shocked:

HUIY TANG said:
In fact I still say buy an HD100, just not one from it's initial line.
That's why I asked the question of Why did you buy one in the first place?

No need to apologize to me or anyone else. I come here, as well as search reviews to learn as much about the technology as I can so I can make a sound decision on any purchase video related. I haven't been steered wrong yet.
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I bought one because I thought you could at the very least expect a company like JVC to release a camera that was functional. This isn't a problem that is buried in the hardware or software of the camera. It is a blatent defect not only in one but all of the cameras. Some consumers can live with makeshift methods to get the camera to function. But they still own a defective camera which will have literally no resale value. The split screen is evident at 0dB even in well it conditions. So why did I buy the camera in the first place? I wanted a 720p hd format camera. ABC had endorsed the camera by purchasing from what I understand four for their good morning america-2nd camera crews. Which from I understand have sent back to JVC. I liked the look and erganomics of the camera. I simply did not expect such a blatent flaw otu of the box. I do not believe me to be nieve or stupid for purchasing the HD100. Split screen at 18dB I can live with at 0dB. C'mon get real. JVC even has come out and stated (after the camera was released) they rushed the camera to market unfinished. Is it so unreasonable for me to expect marginal quality. Please remember I used the camera was unhappy with the camera and all JVC did was replace the camera with another defective camera. Insanity!
 
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