GH3 Panasonic has the work Repair Experience I have ever experienced

I

Ianscreations

Well-known member
Since owning the GH3, I have had the send the camera in for two different reasons:
http://www.dvxuser.com/V6/showthrea...ing-Up&p=1986358324&highlight=#post1986358324
and
http://www.dvxuser.com/V6/showthread.php?307817-GH3-Gave-Me-a-Heart-Attack-Tonight

First of all, I find it discouraging that even though the camera is under warranty, I have to pay (myself) to send the camera back to Texas.
Secondly, the repair process has taken over 2 weeks and then I have to wait for return shipping...regular ground.

Well, I could handle that.

But the worst thing? The ENTIRE time, the online "Status Report" simply states "Serve Request Created." Not only did the online status never indicate they had received my camera, but they never updated the actually diagnosis or repair.
In fact, I received my camera back yesterday and the status report is still the same!!!

I try to call and after waiting on hold for a long time, I am simply told by a rep that the system indicates the camera has been received, but that is all! I told them it has already been received and is back in my hands and I would like to know what they did! The camera came back in an empty box with no repair slip or anything.

Worst. Repair. "Service." Ever.
 
Last edited:
I bought my GH3 on day one. It had a flash issue that they accepted as a defect and told me that it would take several months to get the part in and get it fixed. I got the contact information of a Panasonic Rep and he found a way to get me a new camera instead.

Honestly, I thought Panasonic does as good a job as any other company. However, my status did update several times.

I had the same Question mark issue with both GH3 cameras I had and every memory card I have. If you film for long enough the files won’t play back in camera and they will display out of order. The files are fine once you download them.

They said this was not a defect when I sent mine in so it is likely that they didn’t do anything with your camera.

Basically don’t expect to play the videos back in camera if you record for a long time. Another thing you can do is scroll the other way on the memory card. If it shows the question mark when you scroll left then scroll right and vise versa. That works for me unless I have a few thousand pictures to get through.
 
FYI, after the cameras arrive in TX, they're sent over the boarder to Mexico for servicing. So there's some extra delay because of that. And for non-warranty work, some extra profit for Panny.
 
mpgxsvcd said:
I bought my GH3 on day one. It had a flash issue that they accepted as a defect and told me that it would take several months to get the part in and get it fixed. I got the contact information of a Panasonic Rep and he found a way to get me a new camera instead.

Honestly, I thought Panasonic does as good a job as any other company. However, my status did update several times.

I had the same Question mark issue with both GH3 cameras I had and every memory card I have. If you film for long enough the files won’t play back in camera and they will display out of order. The files are fine once you download them.

They said this was not a defect when I sent mine in so it is likely that they didn’t do anything with your camera.

Basically don’t expect to play the videos back in camera if you record for a long time. Another thing you can do is scroll the other way on the memory card. If it shows the question mark when you scroll left then scroll right and vise versa. That works for me unless I have a few thousand pictures to get through.
Click to expand...

MPG:
I haven't had the card error issue since Panasonic returned it. Regardless of that fact, what we have experienced certainly IS a defect. It's ridiculous that Panasonic would tell you otherwise.

They have now had my camera since Sept 2nd. The Status Report is still "Service Request Created."

When my Apple product needs servicing, they overnight a return box to me. They update me the day the receive it, and keep me posted on the repair status. It is then overnighted back to me. I am currently on hold with Panasonic. Again.
 
Ianscreations said:
MPG:
I haven't had the card error issue since Panasonic returned it. Regardless of that fact, what we have experienced certainly IS a defect. It's ridiculous that Panasonic would tell you otherwise.

They have now had my camera since Sept 2nd. The Status Report is still "Service Request Created."

When my Apple product needs servicing, they overnight a return box to me. They update me the day the receive it, and keep me posted on the repair status. It is then overnighted back to me. I am currently on hold with Panasonic. Again.
Click to expand...

Would you like Panasonic to put Apple Markups on their cameras?

I am only trying to help. Trust me I was furious when they told me that it would take a month or more for my camera to be fixed. I took a deep breath and then asked for help on the net. That help came in the form of a Rep that I contacted.

I doubt they are going to do anything about the recording issue. Unless it is repeatable they are not going to change anything. They don’t want to break something that isn’t already broken.

What specific issue is the camera experiencing right now? If that is an issue that they will repair I can put you in contact with the Rep I talked to. However, I can’t guarantee anything. This person does not respond well to people attacking the service department since he works for that group.

That being said he really cares about his customers and if there is something he can do to help you out he will help you out.
 
It seems that Panasonic treats the GH3 as a consumer electronics product as opposed to a professional or industrial product. Do they have an equivalent to Canon's CPS program? That might be an approach to take if they have one.
 
Andrius Simutis said:
It seems that Panasonic treats the GH3 as a consumer electronics product
Click to expand...

It is a consumer electronics product and not part of their pro camera division (and priced accordingly) so I think its a little off to expect the level of service pro camera divisions get (and pay several times more for).
 
RatLabProductions said:
It is a consumer electronics product and not part of their pro camera division (and priced accordingly) so I think its a little off to expect the level of service pro camera divisions get (and pay several times more for).
Click to expand...


Regardless of the product or repair needed, there is a certain level of customer service than any consumer is entitled to.
Here is where Panasonic (in my experience) has repeatedly failed where most companies perform at a higher level of service:
1). Contact: every time I call, I hold for at least 30 minutes before I am able to speak to someone.
2). Repair: they have had my product now for nearly one month and as far as I can tell, the repair hasn't even started yet
3). Warranty: I rarely had a product fail under warranty where I must pay shipping and/or have it returned via basic ground delivery.
4). Online Status: Panasonic should not offer this repair feature if it isn't updated. It's been 3 weeks...at least update to tell me my camera has been received! I think Dominoes Pizza tracker does a better job. Lol.



Again, these points in isolation are acceptable. But when combined, the global experience I have had now on two different occasions are subpar to say the least. And yes, I would be willing to pay a premium (a la Apple) if it meant that the overall experience were to approach that level. The time and money I have spent within the past 10 mo of owning this camera would more than make up for this surcharge.
 
RatLabProductions said:
It is a consumer electronics product and not part of their pro camera division (and priced accordingly) so I think its a little off to expect the level of service pro camera divisions get (and pay several times more for).
Click to expand...

I wasn't saying that they should treat it the same as a pro camera, just that if that type of CPS program is available with Panasonic it might be a better approach to getting cameras fixed. It's too late at this point anyway for the OP as their camera is already in the system.
 
mpgxsvcd said:
Would you like Panasonic to put Apple Markups on their cameras?

I am only trying to help. Trust me I was furious when they told me that it would take a month or more for my camera to be fixed. I took a deep breath and then asked for help on the net. That help came in the form of a Rep that I contacted.

I doubt they are going to do anything about the recording issue. Unless it is repeatable they are not going to change anything. They don’t want to break something that isn’t already broken.

What specific issue is the camera experiencing right now? If that is an issue that they will repair I can put you in contact with the Rep I talked to. However, I can’t guarantee anything. This person does not respond well to people attacking the service department since he works for that group.

That being said he really cares about his customers and if there is something he can do to help you out he will help you out.
Click to expand...

Thanks for offering to help!
Here is my current issue:
http://www.dvxuser.com/V6/showthrea...ing-Up&p=1986358324&highlight=#post1986358324

In terms of constructive criticism...I have valid concerns that are meant to ultimately improve the quality of their service.
 
Ianscreations said:
Regardless of the product or repair needed, there is a certain level of customer service than any consumer is entitled to.
Here is where Panasonic (in my experience) has repeatedly failed where most companies perform at a higher level of service:
1). Contact: every time I call, I hold for at least 30 minutes before I am able to speak to someone.
2). Repair: they have had my product now for nearly one month and as far as I can tell, the repair hasn't even started yet
3). Warranty: I rarely had a product fail under warranty where I must pay shipping and/or have it returned via basic ground delivery.
4). Online Status: Panasonic should not offer this repair feature if it isn't updated. It's been 3 weeks...at least update to tell me my camera has been received! I think Dominoes Pizza tracker does a better job. Lol.



Again, these points in isolation are acceptable. But when combined, the global experience I have had now on two different occasions are subpar to say the least. And yes, I would be willing to pay a premium (a la Apple) if it meant that the overall experience were to approach that level. The time and money I have spent within the past 10 mo of owning this camera would more than make up for this surcharge.
Click to expand...

100% agree.
 
Paul Hudson said:
It seems to me Panasonic is looking for an exit strategy for their camera business.
Click to expand...

Possibly. As a consumer product the Lumix brand hasn't seemed to catch on in most markets. I'd like to say I could see them moving m4/3 over to their Professional line, but then I look at the orphan status of the AF-100.

I'm wondering how long it'll be until Nikon and Canon come along with mirrorless fullframes? They've already both been playing with the mirrorless format, and slimming down and lightening up their full frame cameras could be enough to kill m4/3. If they got video right, I'd switch back (to Nikon).
 
I just called again (because I love to torture myself).
I asked to speak to a supervisor after being told the same thing now for nearly 4 weeks. I was told "there is a supervisor, but he does not take calls." At this point, I just laughed. I was told they would email the supervisor and the tech to update the status. Sigh. Never heard that one before.
 
Ianscreations said:
I just called again (because I love to torture myself).
I asked to speak to a supervisor after being told the same thing now for nearly 4 weeks. I was told "there is a supervisor, but he does not take calls." At this point, I just laughed. I was told they would email the supervisor and the tech to update the status. Sigh. Never heard that one before.
Click to expand...

Had the same problem when I sent my HPX170 in for servicing about a year ago. Apparently these folks are contractors and are not supposed to talk to the customer. I called corporate and didn't fair much better. When Jan (Panasonic) was here she cut thru some red tape for me and I got my camcorder back. This is one heck of a way to run a business. I love Panasonic gear. Have owned three of their camcorders but I will think twice about ever purchasing Panasonic again just because of this.
 
Last edited:
You must log in or register to reply here.
Back
Top