My Panasonic service story

Jason Adams

Jason Adams

Section Moderator
I posted several weeks ago about an anomaly that was on the CCD of my HPX170. Looked like a dead pixel or dirt or something that was affecting the image. I sent it off to Panasonic in KS and they repaired it. I got the camera back, booked my shoots that had been on hold for a week and started shooting.

I had a productive morning of interviews and then went on to set up 2 and the camera would not work.No video from the block. I could watch p2 clips pull menus but no incoming video from the sensor. This made me look like a complete idiot in front of the client. I had to cancel the shoot. In the meantime talent decided they no longer wanted to participate in the re-shoot and I was down a camera that I had just got repaired. Nightmare.

I called Spec-Comm and Andrew Hoffman called Panasonic on my behalf. Within a few hours I had a call and email from a support rep. They apologized for the service error, immediatly overnighted me a loaner cam and sent along a pre paid shipping label to send my camera back for service.

My camera is headed back to KS and my loaner cam is keeping the lights on. Really impressive in my opnion.

Panny screwed up, but they went out of their way to make it right. I will not hesitate to buy more panny gear.

Thanks Panny and Mr. Hoffman at Spec-Comm
 
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That's pretty impressive, not sure other companies would do that. Did you get things smoothed over with your client?
 
Yes, this happened to me on a Sony cam some years ago, they fixed one issue and created three more, nedless to say now I run the old Panasonic SPX800 and a Sony "Back up" DSR570 with HDD from the firewire.

Jason That's the worst case nightmare in this industry, to avoid those situations what I do is, any deep internal repairs to main camera is considered terminal. I get them repaired if it's worth it and then dump them on the S'Hand market.
cop a loss of $'s is better than the loss of clients.
And on those "important shoots" it may be a costly/hassel, But take a back up camera that would have saved you looking a jerk in front of the client, for what was not your fault.
A back up would have saved your bacon. I've learnt from having owned many cameras over the years that they all fail at some point, more so these newer cams as they are not built to last, like say the camera's of ten years ago.
There's just too much crammed into a very small space.

I suspect you'll take even a Mini DV 3chiper in your kit from now on.
Goodluck with the repair, personally i would have it fixed and dump it for a new one.

Cheers
Tom K
olinevideo.com.au
 
UPDATE.

SO after my glowing review of Panny service my camera arrived to day. NOT FIXED. Same freakin problem. Thankfully, I still have the loaner cam, but I am really wanting out from underneath this camera now. They repaired it sent it back and it broke in shipping they say.

Barry, Jan anyone know if Panny does any kind of bad-cam replacement. I feel like I got a bad egg here.
 
Hi Jason,

You got bad service, These little cams in my opinion are never successfuly fixed, cut your losses and buy another one, save your self the grief/time wasting/and expenses involved.
Dump the problem one on ebay , I doubt whether any maker these days will just give you a new one, maybe if your a broadcaster they would but if your an indi , well.

Maybe keep the loaner for as long as you can (yaers perhaps?)

Goodluck
Tom K
olinevideo.com.au
 
Tom 4 said:
Hi Jason,

You got bad service, These little cams in my opinion are never successfuly fixed, cut your losses and buy another one, save your self the grief/time wasting/and expenses involved.
Dump the problem one on ebay , I doubt whether any maker these days will just give you a new one, maybe if your a broadcaster they would but if your an indi , well.

Maybe keep the loaner for as long as you can (yaers perhaps?)

Goodluck
Tom K
olinevideo.com.au
Click to expand...

After reading your posts, I know to stay away from ebay.
 
Hi Male man,

Really, ebay is for secondhand and cheap products, you pay your money, you take your chances..simple...

Cheers
Tom K
olinevideo.com.au
 
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