Saturday, March 21, 2015

Sad Camera, Sadder Customer Service

 

We interrupt our regularly scheduled postcard blog posts for a public service announcement by me, Jim.

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This is a story about a little camera that couldn’t.

Some of you that follow our clown show might recall that our Panasonic FZ200 camera took a little bath when yours truly slipped in a puddle of water. We dried it out and for a brief time it seemed to work OK. Over time, though, it got more and more sickly. Sputtering and coughing although it bravely struggled.

On January 16th, 2015 I mailed it in to the Panasonic service center in McAllen, TX. When we visited Mission, TX a couple of times in bygone years we had occasion to drive by this huge structure several times and wondered what sorcery must occur behind those walls.

Apparently, it is where made in China electronics sold to unsuspecting Americans by Japanese companies go to die.

It is nigh on to impossible to get the phone number for this mythical place so that you might talk about your camera with a caring person.

When I started our little friend on its trip I included a very brief note describing the problems, providing our contact information and advising them that they must contact us before any return of the camera since we were traveling.

After some time passes we learn that instead of contacting us our camera has begun its journey to Florida and our mail service instead of our location in AZ. Now bear in mind it was not repaired. No, they send the camera back to you with an estimate and if you wish to have it repaired you must sign the paperwork and send the camera back to them. They are apparently unable to simply discuss it with you by email or phone and find these repeated trips and delays to be far more efficient.

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So, our little friend makes its way back to McAllen, TX and the factory. After its return someone calls and advises what it will cost and I OK repairs and provide a credit card. They advise it will stay for 7-10 business days. They ask for an address and I provide our Yuma location since it should all be done and back to us before we leave there. I do explain that we will be leaving on March 16th and they say they will call first.

March 16th we receive the call as we are packing up to go. Its ready, and it feels much better but just wants to come home. I provide them with our next address in San Diego. They even call back with a tracking number. On the morning of March 18th I see that it is out for delivery in Yuma, AZ.

Gosh, how could this error have occurred. I call and, as luck would have it, I speak with the very person who had taken my mailing information. After some time on hold I find that our friend must again make the trek back to McAllen, TX. Every time it thinks it has made it out, BAM, they keep bringing it back.

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So, while our little friend made it from McAllen to Yuma in two days, two days later it had only made it to Phoenix from Yuma. Tears are shed as it appears the chances of a reunion fall further and further away.

I’ve decorated this with enough random punctuation and words that I can stop now.

22 comments:

  1. Insanely true, and, tho I feel for you, quite hilarious. We've all been there, but this time, thank God, it's not me :)

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  2. Sorry to hear about the trama your little camera is going through. This must be a very special camera. But I, too, laughed my way through your post:) Love the graphics!

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  3. I can commiserate...I too have had terrible service from Panasonic...so much bad service that I doubt I will ever buy another Panasonic product!

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    1. I have already written off Nikon for service every bit as bad. There were several things that I left out in this process which actually started before the mailing, but Pany is off my list for future purchases, I think.

      Jim

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    2. This is so good to know. My Nikon camera was my favorite ever (the one like yours, with the same problems). But I'll never buy a Nikon again. I guess I'll steer clear of Panasonic, too. :(

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  4. Perhaps it would have easier and possibly cheaper to just buy a new camera? ;)

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    1. We actually seriously considered it after it made its first trip to Florida. At that point we were only out the time and shipping cost to McAllen the first time. However the cost for repair is about 1/3 the cost of a new one of the same model.

      Sadly poor service is and has been the norm in this country for quite a long time and I can't see that ending anytime soon. I mean, after all, if they all deliver the same level of poor service it is no longer a factor in your purchase decision.

      Jim

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  5. I'm not surprised at all. A little common sense is lacking in a lot of companies. Just think of all the wasted time, and money this costs the company.

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  6. The 7-10 business day repair to my FujiFilm X-S1 turned out to take nearly 90 calendar days. At least it only had to cross the country once! I'm still trying to find that really good camera that is tough enough to live with me.

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  7. I buy the under $100 Canon point and shoot cameras and treat them as throwaways. I get about four years per camera.

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    1. We buy those too but haven't managed to get them to last quite as long.

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    2. That's what my most recent camera is - less than $100 - but opps, it's a Nikon CoolPix. I forgot that I had gotten another Nikon. I guess for $80+ if I get a couple of years out of it, I'll be doing well. I wouldn't send it in for repairs.

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  8. We can echo your irritation at Panasonic. I enjoyed your graphics all so true but I didn't laugh at your story as David had had the same experience although they NEVER called us. We have over 2 dozen calls to them and never got the same person twice. The quote for fixing his was hilarious and luckily he had purchased an extended warranty so he said no thanks. Amazingly the extended warranty company wasn't difficult to deal with. I just hope that at some point you actually get your camera back and that it actually works since you've already paid to have it fixed. Wonder what camera you can buy and have decent customer service? I have a canon and as long as it was under warranty they were fine but once that's over, it's history.

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  9. I really can't believe we started this conversation back when we were hiking Saddle Mountain at Tonopah, and you still don't have that &*$!! camera back. Simply unbelievable.

    I guess I shouldn't tell you that I sent my Canon back from Yuma to their repair place in California, and they repaired and shipped it in less than 10 days to arrive before I did in Lake Havasu, huh?

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    1. So, Nikon, Panasonic, Fuji in the no column, Canon in the yes.

      However, did I tell you that the streets of San Diego are paved with vegan pizza and fabulous microbrews.

      Jim

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  10. Your camera travels more than you do. Wonder if it takes pics along the way. Guess I've been lucky, so far, and neither of my Nikons have needed to go in for repairs. But then I take care of them like babies.

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  11. Oh my gosh... That is simply ridiculous. I hope one day this story has a happy ending.

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  12. I'm so happy to have met you this year. Because being able to read this in your voice, Jim, is so much better.

    Hope you have your friend back soon (ish).

    Jeanne

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  13. Finally ... someone who has more service problems to deal with than I ! It's crazy how bad our country has become. I actually purchase only Canon point and shoots for around $150-300. I still have one from 10 years ago that works just fine!! The Canon Powershot Elphs seem to last the longest. Nikon has much better quality in their full frame cameras, but those are big bucks.

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  14. Hope you are all soon reunited. I'm sure the camera will have quite the story to tell after all its travels....

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  15. I love my FZ200. Hope you are soon reunited.

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  16. What a mess. I hope you get your camera back in good working order....someday.

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