Warranty Repair Process Question

B

benbixby

Active member
Has anyone ever dealt with getting their camera repaired after only owning it for a few weeks?

My HPX170 LCD just gave out for no apparent reason and now I have to send it in for repair.

I called the number on the back of my warranty card (18005241448) and was given a reference number and told I would be called back. I got a call back the next day and was told I needed to contact the Broadcast Service Center at 18004919986 which I called and left a message. I then had to call again and got a person by the name of Peggy who told me to "ship my camera in with all my contact info and what's wrong written on a piece of paper."

Is that really all I have to do? Seems a bit odd that they take no reference number down or anything. Just ship the camera to them and me hoping that by including my contact info and a description of what's wrong with it that they will get everything sorted out and ship it back to me?

Maybe a question for Jan or Barry Green. Just hoping someone can help me understand this before I ship out a $5000 camera with no paperwork/confirmations...
 
Hi There,

We are an authorized Panasonic service center in British Columbia, Canada. I am not sure exactly how it works in the USA, but for us, the process is as follows:

A customer can either directly call us, or Panasonic. When we get the call, we too ask that the camera be sent in with a piece of paper detailing the return shipment address, telephone number, email, and a fault description (helps us in diagnosing the fault faster).
At this point, we can issue a Return Service Authorization number which corresponds to the repair. We also ask that this number be written on the piece of paper, or attached to the box. At any time during the repair, you can call and give this number for a status update.

Once the camera is received at our location, a call is placed to the customer to let them know that we received the unit okay. We know how scary it can be to ship a very very expensive camera to someone you have never met.

Like I said before, I am not sure how it works in the USA, or how this particular service center operates. Maybe try calling again and asking for a RMA/SRA number for the repair.

Good Luck.
 
Thanks very much for the response. I think I will call them tomorrow and ask for an RMA number before sending it in.
 
Has anyone ever dealt with getting their camera repaired after only owning it for a few weeks?

My HPX170 LCD just gave out for no apparent reason and now I have to send it in for repair.

I called the number on the back of my warranty card (18005241448) and was given a reference number and told I would be called back. I got a call back the next day and was told I needed to contact the Broadcast Service Center at 18004919986 which I called and left a message. I then had to call again and got a person by the name of Peggy who told me to "ship my camera in with all my contact info and what's wrong written on a piece of paper."

Is that really all I have to do? Seems a bit odd that they take no reference number down or anything. Just ship the camera to them and me hoping that by including my contact info and a description of what's wrong with it that they will get everything sorted out and ship it back to me?

Maybe a question for Jan or Barry Green. Just hoping someone can help me understand this before I ship out a $5000 camera with no paperwork/confirmations...
Click to expand...

That is the process. Peggy is in the Leawood KS office. Leawood and Secaucus NJ are both doing HPX's now.

Just send your camera like they said and all should be fine. I have had mine serviced twice. I would encourage insurance on the shipping. My business insurance covers when I mail gear so I did not need to do it through UPS but I would make sure your covered.

Also just send the camera body. No batts, AC power, or especially P2 cards. They just need then cam.

Just send it out and insure it.
 
It's interesting you say that because I completely forgot to take out an SD card, my 16gig and 64gig P2 card. It would be interesting (to say the least) if I received my camera back without these in it.

It is pretty odd for a company like Panasonic, who has been around for so long, to have such an unprofessional way of dealing with repairs/returns. It's pretty nerve racking to me to have service like this when I've spent over $20,000 dollars this year alone on Panasonic camcorders and accessories. I now have to worry if and when my camera will be repaired and when it will be returned to me.

It's like I'm shipping my camera off to Joe Technician in Nowhere, KS and hoping everything will be alright.

From what you've said Jason, I have a bit more faith, but still...
 
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