Still out for repair...

811productions

811productions

Well-known member
I needed a place to vent, so I apologize. Almost a month ago one of my AF100s HDMI port just stopped working properly. I found out the number to call to send it in for repair, called and sent it in. The guy on the phone said, "We've been getting things back in about a week." $100 in insured shipping later I am still without my second camera. I've lost money on this and I have an out of town 2 camera shoot next Monday that has been booked for a while now. I gave them a 4 week window to get this thing fixed and after multiple calls it looks like they are now today attempting to replace the HDMI port. I explained my situation to them about Monday to see if they could get it fixed today and overnight it for tomorrow and all I got is "We'll see." I've been a loyal Panasonic dork for the past decade. I love their stuff, but if this is how warranty repairs go... well We'll see.
 
Is it possible that the supply of replacement parts may be affected by the crisis in Japan right now? I know how frustrating it is, but they may not be fully in control of the supply situation right at the moment.

- Greg
 
I was guessing that, but the guy on the phone let it slip that they just took a look at it a few days ago. The part got there today...
 
Hi,

PM me, and I will have our service guys look into it. Please include all info on where you sent it and Reference numbers, serial numbers, your name, phone number and address.

Best,

Jan
 
I'm stunned right now. UPS just showed up with a fixed AF100! I feel bad for saying anything now. Panasonic just solidified a customer for life. Thanks to Jan and whoever made this happen.
 
If this was a movie, you'd say "nah.. it'd never happen that way in real life!" (did the music swell on the crane shot as UPS came down the street?) :grin:

Way to go, Jan!
 
First let me say that I am an avid user of Panasonic products and really like the company. Second let me say that Panasonic has a long way to go concerning customer service on their professional camcorders. My main gripe is lack of communication during the repair/warranty process. This is no slam on “Jan” she has helped me recently regarding a repair and is a fantastic asset to the company.

Let me give you an example. I recently sent a pro-line camcorder into Panasonic for some work under warranty. The process is that you go online to http://www.panasonic.com/business/provideo/support/parts-services/pro-line-repair-services.asp and fill out the online form as well as fax a copy of proof of purchase and serial number. I also included a copy of my warranty certificate. So far so good. Next you ship the camera per their instructions to the Leawood, KS facility which I discovered is actually a contract operation run by Heartland Services. At that point all communication stops. You can’t talk to them to discuss an issue as no phone number is published for the KS facility. After what seemed an unusal amout of time (several weeks) not hearing anything, I finally researched the company and got a number but was told by their operator that I was not allowed to talk to anyone in the service department. I was instructed to contact Panasonic online which I did but got no response. You also do not receive any type of information concerning when the item will be shipped back to you. When I got the camera back it was not repaired and sent it back to them again.

After several more weeks of not hearing anything from Panasonic and no response from their online support personnel I got frustrated and contacted Jan via email. I was then contacted by phone the same day by a “tech” guy located at Panasonic’s main office at Secaucus, NJ. The tech guy was very knowledgeable as well as polite and asked why I did not originally send the cam their repair facility in Secaucus. I told him that I was instructed via web information to send it Leawood. He stated that he would talk to the Leawood facility tech and facilitate resolving the issue. My camcorder arrived at my home via UPS several days latter and was successfully repaired.

In conclusion, I think Panasonic may have a repair process where pro-line cameras are sent to the contract operation in KS and higher end cams are sent to NJ for repair/warranty work. It kind of seems to me like the KS facility is the “b-team” for repair work. If I am wrong about this please let me know.

To provide better customer service I would suggest that Panasonic implement a procedure to the repair process where information acknowledging the camera's arrival to their facility, description of repairs completed and return shipper tracking information is sent to you via email. Also, when necessary a phone number you can call to actually talk to someone at the repair facility. In my case I just happened by chance to be home when the UPS truck arrived. If I had not been home I would have had to reschedule delivery of the cam. Finally, about two weeks latter I received a statement from Panasonic detailing the repairs.
 
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