Panasonic Europe support problems

MrFluffy

MrFluffy

Well-known member
The on going saga of my HMC-151E that had excessive Chorma noise is now getting ridiculous, and I would recommend anyone who is intersted in this camera to go to another manufacturer.

Reasons:
1. The camera was very noisy from the day I got it (November) and it wasnt until I was able to really make comparisons with footage from here that I started to think that something was wrong.

2. Contact with Panasonic Broadcast ,showing them sample footage, had them confirm the problem and they suggest I use the warrenty return system and 5 day support turn around.

3. The camera was sent to them on the 7th and DHL tracking shows it arrived on the 8th.

Now the fun starts.

4. On the 9th I get a request for clarification of the problem. So I send a link to the test footage and ask if there is anything else they need.

5. I go to the repair status page and it still says they are waiting for the camera.

6. On the 12th, it still says they are wating for the camera. So I email the contact from Friday (twice) asking if they have the camera, have all the information they need, and asking if they can update its status.

7. 13th, no contact at all, staus sais waiting. So I email the main broadcast support address. No reply.

8. 14th no reply, no update to the website which states that they are still waiting for the camera

9. 15th (today). Email broadcast support again. They forward my email to the original contact ,asking them to contact me and update the website, and email to tell me that have. At least they replied this time.

10. I emailed back complaining about the fact that the 5 day turn around ends tomorrow and I have no clue as to whether they even have the camera and asking if they will be supplying a new camera to replace the one I sent them.

11. They have replied telling me that its up to support in germany to do the repair and send it back or give me a temporary loan camera.

I have email back pointing out that the camera was faulty from new and so if they cant repair it they should give me a new one and that their customer service is dreadful as they dont even know what the status of the camera is.

I am awaiting feedback, or my camera. I'm not expecting either right now.

I wish that I had never laid eyes on this camera as its caused me nothing but greif since I bought it and this fiasco would be laughable if it wasnt my money that was wasted!!!

As of right now, their status says that they are awaiting arrival of the camera!
 
It's certainly an unfortunate predicament to be in, but it appears as if the camera defects you are experiencing are limited to your situation exclusively, unless of course someone else can chime in and confirm a similar issue with their camera...

Statistically, things like this will happen during any manufacturing process of complex electronics and there is not much you can do about it other than contact the company and attempt to have the problem fixed, which you are doing.

I personally think the HMC150 is a huge step forward in prosumer camera development and I am very happy with my purchase. I hope your situation improves. Please keep us posted.
 
ESTEBEVERDE said:
I am more concerned about native editing support! :-(
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This is exactly my point. A simple "yes we have it and are looking at it!" would make a huge difference. Next time you take your car for a service, how would you like them to take it away and then not even acknowledge that they have it!
 
First of all, Native editing support for what? There is native support... it depends on what your using.

Second, don't get me started about automotive mechanics in the states... they're garbage.

Third, why didn't you go back to the place where the camera was purchased when you noticed a defect and get your money back, or an exchange, or at least an understanding and an extended warranty?
 
We just shot some fabulous national announcements with this cam.

I can understand if you are experiencing some issues and hope they are resolved.

But your subject/header line is entirely inappropriate.
 
Ok ,I'll probably get flamed , but are you judging the noise level of the camera from some of the video that is on your site ? Some of the footage seems like little more than home videos . Perhaps with proper lighting you might get more acceptable results . To suggest not buying this camera because you are having issues is a pretty strong statement . Have you owned many HD cameras before . Do you have a lot of experience as a videographer ? For a $3500 camera the HMC 150 puts out a very good image , but it is still a $3500 camera and you must keep things in perspective . My first HMC 150 was defective right out of the box and I immediately sent it back to the reseller (it had a loud buzzing noise coming from what seemed to the servo motor ) . I had a new camera within a few days and the new one is fine . I just hope that you don't expect this camera to perform as well as a $40,000 to $ 60,000 high end HD camera .

Dave
 
Chill out, guys. This sounds like lousy customer service from Panasonic Europe, regardless of the merits of the camera itself. I get pretty upset too, when I'm faced with that kind of cavalier attitude from a company that has taken my money. Let's hope he gets some action soon, and winds up happy with the camera.
 
iain.bason said:
Chill out, guys. This sounds like lousy customer service from Panasonic Europe, regardless of the merits of the camera itself. I get pretty upset too, when I'm faced with that kind of cavalier attitude from a company that has taken my money. Let's hope he gets some action soon, and winds up happy with the camera.
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I agree. I've had customer service nightmares before (not with Panasonic) so I know how it feels. I'm not going to judge Panasonic as a whole based on one person's experience, but I hope it works out.

BTW: I just ordered the HMC-150 and I'm looking forward to its arrival.
 
please do not tell people not to buy this camera when you got a lemon.

i have this camera and it is amazing. it is the best prosumer camera for the money on the market, IMO. i recommend it to everyone.

as far as editing goes, sony vegas 8 fully supports AVCHD and i can edit in realtime with no lagging whatsoever. smooth as butter.
 
I'm actually with dave on this one. What makes you so sure that something is wrong with your camera at all? That picture you've posted from the little kid in front of the TV, that was totally acceptable and absolutely normal. You should have posted some actual MTS clips with proper lighting so we can judge that.

I've shot some footage in bright daylight and the picture was awesome but when I shoot at home with only little light and +6db gain the noise in the dark areas goes up a LOT, still I don't think the camera is broken or something.
 
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pailes said:
That picture you've posted from the little kid in front of the TV, that was totally acceptable and absolutely normal. You should have posted some actual MTS clips with proper lighting so we can judge that.
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The footage in front of the TV was processed and shrunk to reduce noise.

What makes me think there is excessive noise? I created an MTS shooting a will lit Macbeth chart that just has the zerbras off, so it wasnt low light. I sent the MTS to panasonic and they said
"Your footage does appear to have excessive chroma noise. "
"We would suggest you contact the broadcast website,
www.panasonic- broadcast .com, and arrange a service order"
So I did.
At the point they collected the camera I was happy. I figured I just got a duff camera and they would probably ship me another. What I didnt expect was stonewalling. This is what I'm unhappy with.

If you intend to buy this camera you should know that there are duff cameras around and that you may get bad treatment from them.

I dont expect a $3000 camera to be as good as a $40,000 camera, but I expect that if they dont simply treat me like crap because I didnt pay $40,000.

Why didnt I take it back to the place I bought it? I tried that, but as it was actually working, they said that I would have to take it up with Panasonic, which I did.

Those of you who are happy with their camera, good for you, I hope it never goes wrong and you end up without a camera or even an acknowledgement that they have it. How would you feel if the courier collected your camera and for the next week Panasonic denied they had even had it, even though you had proof they did.

I hope someone at Panasonic reads this and gives their service department a right kicking as this behaviour is totally unexceptable. I bet if I worked for the BBC I would have had a new camera by return.

 
MrFluffy said:
I created an MTS shooting a will lit Macbeth chart that just has the zerbras off, so it wasnt low light.
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Do you still have that footage around? I guess here are a few people interested in that footage.

I still hope that everything will get fine for you and your camera. Sometimes it's not that easy to play the role of an early adopter.
 
pailes said:
Do you still have that footage around? I guess here are a few people interested in that footage.
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Its on my blog, but a direct link is here:
http://www.freekstorm.com/dload/private-1080p24.zip

This was shot by taking a Macbeth chart and taping it to the wall of a bright room. The f1 preset was used. To set exposure I started with an open iris and then closed it until the zerbras just stopped, so I would be sure of a bright enough image that was fairly flat lit. I then white balanced and shot.

If Panasonic had simply accepted the camera and told me that this was withing their expected range, then shipped it back, I would have been disappointed but would have accepted it. But for my camera to disappear into a black hole after presumeably they tested it and found a problem (hence the weeks silence), it unacceptable.
 
I haven't looked at the new link, but your footage of the kid in front of the TV looks normal to me. But if they admit you got a lemon, then there is something wrong and you should be treated better. However I have to say to your comment:

customer service is dreadful
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I know it sucks being on the short end of it, but welcome to the 21st Century. Customer Service is dreadful all over. Panasonic is probably one of the better companies out there. I'd encourage you to hang in there, keep posting here, and keep e-mailing and calling them.
 
pailes said:
Honestly, I don't see anything wrong with that footage. Maybe my HMC-151 is broken as well? Maybe Barry or Jan can comment on that footage too.
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When I compared the footage to other MTS files posted here I was unable to see the same levels of noise in their footage. Which is why I sent the MTS file to Panasonic so that they could tell me one way or another. They are the ones who gave a definitive statement as shown above.

I assume that the email of the 9th from them asking how I made the footage was sent while they were looking at it. If that was the case, and there was nothing wrong, a simple email to the fact and sending it back would be all it would have taken.

However, a week later I am still hearing silence. This makes me think that there is something wrong and maybe it more than just my camera, which is why its neither been returned as ok, fixed and returned, or replaced.

Companies are usually very quick to tell you that you are at fault, and very slow to admit that they are at fault. After all, if they send me a new camera and it shoots great footage, your reaction will be to contact them and demand that you get a new one because yours in comparable to mine, which would be by defintion faulty.
 
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