HPX250: Something is definitely wrong!

M

Mac

Well-known member
My HPX250 arrived yesterday. I opened the box, inserted a freshly charged battery from my HVX, and powered up the camera to check it. No problem. I then attached a tripod plate, placed it on the tripod and tried to power up again to set scene files, and nothing. No power at all. I've tried four charged batteries and the AC adapter.

I'm not a "newbie" by any stretch.. I currently own an HPX500, an AF100 and an HVX200 (as well as a super16 Aaton). I've purchased sixteen film, video and digital cameras new over the years (like 40 years) and at least fifteen used. I've bought from Abels (formerly Aaton LA), Birns and Sawyer, Alan Gordon Enterprises, ZGC, and even once from B&H. I had planned to use the HPX250 tomorrow to shoot at a homeless shelter.. needless to say, it being Thanksgiving, I can't re-schedule. So I'll use my trusty and reliable HPX500. Not the end of the world.

However, when I contacted Texas media Systems the response I received this morning was a curt letter from Panasonic, below...

Please forward the AG-HPX250 serial number and your contact information. Please confirm you purchased this camera through Texas Media Systems.

Panasonic Corporation of North America
Panasonic Solutions Company
TX, OK, LA & AR James Long
T 713-592-9093 Executive Area Sales Manager
james.long@us.panasonic.com Media & Production Services

Now in all my years as a professional I have never had it become MY PROBLEM if a new, out-of-the-box piece of equipment didn't work. In the past retailers would make every effort to solve the problem in house to keep a customer, and not refer me to the manufacturer. Something has changed, and something is definitely wrong.
 
Did you try the power supply?

I've met James Long in Houston when I bought mine from Industrial Audio Video. He's a pretty nice guy. Talk to him. I'm sure he'll work it out with you.
As far as I know, only Panasonic can work on these cameras. I'm not sure how much the reseller can really do for you, but they should have called you and not sent an email.
 
Talked to James just now, and you're right, he is a nice guy and will work it out.. Turns out it is a quality control issue and they want to track the serial number. But, that wasn't explained in the email, which he did apologize for.

My feeling, however, is that if I receive something new that is malfunctioning it shouldn't be considered "mine" - it should automatically and quickly be replaced by the vendor and they should deal with Panasonic themselves. Frankly I don't have time or patience this week for any of that.
 
Glad he's was helpful. And I think you're right. Texas Media should have stepped up and helped you more. I mean there's so many places to buy cameras now, you would think customer service would be first and foremost on their mind.
 
I believe there is a reset button on the inside of the lcd that you can try. That has helped me with the HVX before.
 
I couldn't agree more. This is a goods heads up. I now know not to buy from these guys. I highly doubt bnh would treat you this way.
 
A few months ago I ordered a small Cobra Crane jib from bnh. It arrived and I found a mechanical problem that prevented it from correctly mounting to my tripod. I knew that bnh would cover me, but fortunately I decided to call Cobra Crane directly. Immediately the rep asked for my address so that he could get a replacement shipped that day. Next was my email address so I could get a prepaid return shipping label. Now that is the way professional customer service should work.
 
IMO, part of the reason for buying from a professional video dealer is that they should be giving you red carpet white glove service. An initial failure like this should have been, IMO, handled by Texas Media Systems, they should have immediately replaced the camera and then they should have worked with the manufacturer to sort out whatever QC issue there is. I have met James Long and I certainly expect him to take care of you, so hopefully all will be well, but man, if I'd been the recipient of that unit my first expectation is that the dealer would have said "come exchange it for a new one, that's what we call an "initial failure" and we can give you a new one in exchange." Unless, of course, they are sold out; I mean, obviously that presupposes that they have a unit in stock they could swap out.
 
As far as I can tell, no one is keeping this camera in stock (except BNH). Everyone else is ordering from distributors as soon as they can get them.
 
+1 on dealer customer service being what is important. For the most part, service, when needed, is the only thing that differentiates a dealer. In another life, I owned a machine shop and was also a marine engine and equipment dealer. We sold a new engine into a sailboat and as soon as it was started, the crankshaft broke; just a freak thing. Less than 72 hours later, the customer had a brand new engine running in his boat. That included shipping and installation. That cost me some hassle and money, but damn, the customer had a reasonable expectation not to have something like this be a "warranty" issue on a $15k purchase. That action on my part paid dividends to my business years into the future with this customer AND HIS FRIENDS.

Though B&H gets some knocks for being big and cold, a few years back I received a new Canon dslr from them DOA. I had the entire exchange complete within 72 hours including shipping. No problem, no issues, just great service.

Grant
 
ggrantly said:
+1 on dealer customer service being what is important. For the most part, service, when needed, is the only thing that differentiates a dealer. In another life, I owned a machine shop and was also a marine engine and equipment dealer. We sold a new engine into a sailboat and as soon as it was started, the crankshaft broke; just a freak thing. Less than 72 hours later, the customer had a brand new engine running in his boat. That included shipping and installation. That cost me some hassle and money, but damn, the customer had a reasonable expectation not to have something like this be a "warranty" issue on a $15k purchase. That action on my part paid dividends to my business years into the future with this customer AND HIS FRIENDS.

Though B&H gets some knocks for being big and cold, a few years back I received a new Canon dslr from them DOA. I had the entire exchange complete within 72 hours including shipping. No problem, no issues, just great service.

Grant
Click to expand...

Can we come to you for boating/outboard engine advice? :)
 
Since you asked, boating yes, OBs no. Best advice is: Keep your fuel clean and your feet dry.

We mostly worked on Grand Banks motoryachts and were dealers for John Deere and Yanmar diesel engines, Webasto furnace systems, Vacuflush, Edson Holding Tank Pumpout Equipment, Mathers Controls and Roskelly Boat Davits. I love boats like a mistress but I don't miss the business as it was like running a brothel. The mistresses were high maintenance, and the clients a PITA. Just kidding, actually I had a nice business and boating is close to my heart.

Grant
 
So how important is having a sacrificial anode on an aluminum boat in fresh water? I've got a pontoon (with my HVX on board) and I see a dusting of oxide around the welds. Nobody seems to know or care.
 
Hi Steve,
I'm the owner of Texas Media Systems.
We'll be happy to do an advanced exchange or refund for the defective AG-HPX250 that you received last week.
Please contact me directly at 512-440-1400 Ext 203 and let me know your preference.
I apologize that you were not offered this option last week.
Terry Nixon

Terry Nixon
Ph 512-440-1400 Ext 203
Texas Media Systems






Mac said:
My HPX250 arrived yesterday. I opened the box, inserted a freshly charged battery from my HVX, and powered up the camera to check it. No problem. I then attached a tripod plate, placed it on the tripod and tried to power up again to set scene files, and nothing. No power at all. I've tried four charged batteries and the AC adapter.

I'm not a "newbie" by any stretch.. I currently own an HPX500, an AF100 and an HVX200 (as well as a super16 Aaton). I've purchased sixteen film, video and digital cameras new over the years (like 40 years) and at least fifteen used. I've bought from Abels (formerly Aaton LA), Birns and Sawyer, Alan Gordon Enterprises, ZGC, and even once from B&H. I had planned to use the HPX250 tomorrow to shoot at a homeless shelter.. needless to say, it being Thanksgiving, I can't re-schedule. So I'll use my trusty and reliable HPX500. Not the end of the world.

However, when I contacted Texas media Systems the response I received this morning was a curt letter from Panasonic, below...

Please forward the AG-HPX250 serial number and your contact information. Please confirm you purchased this camera through Texas Media Systems.

Panasonic Corporation of North America
Panasonic Solutions Company
TX, OK, LA & AR James Long
T 713-592-9093 Executive Area Sales Manager
james.long@us.panasonic.com Media & Production Services

Now in all my years as a professional I have never had it become MY PROBLEM if a new, out-of-the-box piece of equipment didn't work. In the past retailers would make every effort to solve the problem in house to keep a customer, and not refer me to the manufacturer. Something has changed, and something is definitely wrong.
Click to expand...
 
I remembered back in the Canon A1 days where my fresh newly released A1 had a sensor failure. This pro dealer in Birmingham AL decided to not work with me (despite being a good customer) and insisted tht the camera be shipped back to Canon for repair. I have never done a single business with them after that. Specc Comm and B&H have been super great retailers with hassle free support.
 
There must be a change in Panasonic policy. In the past I have gotten an exchange immediately. Panasonic wanted to see my brand new 250 and it has been at the repair facility for 10 days! Unacceptable
 
Sorry it took me so long to follow up on this thread, which I started - to tell the truth I thought it was lost down the stream... I've been in Hawaii shooting with the 250 which was returned fairly promptly in good condition. Texas Media (see above) offered another camera, but I opted for the first one because there was apparently an issue with several of the cameras in that serial# range, and I wanted to be sure it had been checked out by Panasonic before I had to depend on it.

Yes, I did lose a week shooting with it, but luckily I haven't sold my HPX500 yet, so I wasn't cameraless for the Thanksgiving spot I had scheduled.

I'm reasonably happy with the 250. I do wish panasonic would take the best attributes of several of their cameras (HPX250 and AF100 in particular) and put them in one box even if it does cost well over 10K, but that probably won't happen. A P2 AVC-I MTF mount large sensor camera with improved highlight handling, a side mounted modular finder and a cine-style zoom option would be a great camera, and seems very possible.

BTW, I just saw an ad for a Leica V-Lux with a built-in 25-600 zoom, so I know there are people out there working on good zooms - I don't know the maximum aperture though (probably pathetic), and I'm pretty sure it's got all that auto crap that precludes cine use, and it doesn't really need to be that long (faster would be better). And unfortunately it appears that Leica is now competing head to head with Panasonic, so that relationship won't lead to a similar manual lens from Leica - ahhh. if wishes were horses...
 
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This is more than just a one of problem we just got a HPX 250 upgrading from a HVX 200 first let me say this is a great camera easer to work with than the 200 way better in lowlight (even with out the pap 1 set) great lens but here is the rub after using it for 5 days in the middle of a doc shoot having worked for 3 hrs it refused to turn back on, nothing! so Panasonic did send out a bad batch with a major defect in not restarting! B&H did a great job in tech support, sending a replacement camera but I do hope the new HPX 250 does not go down like the first one did this has created a trust issue. Panasonic NEEDS to find out which cameras serial numbers have this problem so we can Trust that the camera we own is not going to go brain dead and refuse to restart. Jan can you please make sure Panasonic lets everyone know which batch of HPX250s have this issue.
 
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