Photo: Kriston Woodreaux. In "Every Brilliant Thing" at Zach Theatre.
Shot with a reliable S1, not the jinxed S1R....
You might remember that I wrote a couple of weeks ago about a camera that stopped working two months into its time here and had to be shipped back to Panasonic for repairs. The camera in question was an S1R that I bought as "new" from B&H Photo & Video; an authorized USA dealer. My local store handled the logistics of getting the camera out and back to Panasonic. I was pleased when I got a phone call today, less than two weeks from the time we shipped it out, telling me the camera was ready for pick-up.
I was less pleased when I read the repair report. The repair people replaced the 47 megapixel sensor as well as the main PCB. That's a lot to repair in a two month old camera that's never been subjected to any abuse, weather or even stern looks! But, okay. Panasonic did the repairs quickly and got it back to me quickly. I was willing to believe that we'd dodged a bullet on this whole deal....until I took the body cap off the camera pursuant to putting on a lens and then testing the body.
I never got as far as putting on a lens. There! Right in the middle of the sensor was....wait for it......a big, juicy fingerprint. Yes, on the cover glass of the sensor. Big as day. Didn't need a magnifying glass to see this one!!! I was....shocked, pissed, and in a state of disbelief since the sensor is the whole reason for existence for a digital camera; right?
Q.C.? Not a chance. No one could have missed that. It was just an atrocious oversight. Have I made a grievous error in embracing the Lumix S1 series of cameras and lenses? I hope not but this ain't the way to sell seasoned pros on a whole new camera line that is supposedly aimed at professional and advanced users. In all the time I've used digital cameras I've never put a fingerprint on a sensor. Neither has anyone at our local repair shop.
How can Panasonic and their representatives make this right?
What would you expect? How would you handle this?
18 comments:
Well, you frequently change systems if you think you can justify it, so maybe time for another try at a brand you've previously tried and discarded? Maybe the new mirrorless from Nikon? I don't think you've tried that one yet, right? Or something else. The new Fuji? Good luck.
Ken
A percentage of electronics are expected to fail and that's why there are warranties and repairs. But events that fall under the "That should never happen." category should trigger an immediate replacement option.
I wish you had talked to Panasonic before going public. I would have been curious to hear what they offered without the threat of bad publicity or without your ask. Would there have been an employee empowered to tell you that they would make it right and apologize for the error? Now we won't know.
The rightful anger and incredulity you’re feeling over the matter is only hurting you. The company has shown their cards and no amount of reason you can serve up will turn them from zero to hero.
Clean it yourself and close the chapter.
There are other more pressing matters that involve swimming, good coffee and exploration.
I fully agree that Panasonic should be sending you a new S1R via expedited shipping, and include a prepaid return mailing label so you can send the fingerprint sensor model back to them once you've thoroughly inspected its new replacement.
Warranty repairs do happen but sloppy service is inexcusable.
Steve, I exchanged texts with a Panasonic rep before I wrote and posted.
Maybe just me but I would just grab a Q-tip and some 99.9% IPA, clean the sensor and be done with it.
Now if its under the block layer on the actual sensor. Then I would request a new camera.
You should use this in your next book and the fingerprint could be used to identify the killer.
David, It might be just you but I can't believe you'd be fine with getting back a camera from repair with a messy fingerprint on the sensor. FYI I used a Cine Swab and Eclipse fluid to remove the offending fingerprint. But the point is that it should not have been there at all.
If buyers and users don't hold service accountable......
Jim, Already trying to figure out a plot twist for this...
This was one of the main reasons I switched from Nikon to Sony. NPS became such a joke and after meeting with the local sony rep who assured me that their pro service division was a true priority for them I decided to make the switch. this was back in the a7ii days. I've had a few issues since then, but each time I was overnighted whatever I needed while waiting for the repair. this happened both with an a9 and a 70-200. could not recommended sony pro services more. also have had similar good results with fuji. just an fyi from another pro.
G
Ages ago, 1967 I rec'd a brand new in the box Leica M3, 1155...., yup! Near end of run. One small tiny fault, no rangefinder! Parts missing! 3 Signatures of Friday afternoon party* at Wetzlar..Back to agent where missing parts installed and calibrated.
Nine (9) months later an apology of sorts. "Some customers are too fussy and expect too much".
I think Kirk you should/ought get another in box but maybe same fault waiting for further "CSI" investigation..
* I've worked in the prestigious European horology factory and Friday was celebration day..
Kirk, they are actually adding insult to the injury. I am afraid I would return the product either for complete replacement or totally change the brand. What was done as a result of repair is inexcusable!!! (Imho)
I can understand your anger at finding a fingerprint. I would be supremely pissed off too. My paranoid side would have instantly assumed someone was trying to send me a message. I mean really how can a professional technician not see a freaking finger print. Plus I would assume anyone working with sensors and PCBs would be wearing gloves. So how did it get there? At the end of the day we/you will never know. Was it malicious or just careless handling. My more rational side would go with the later. Under the pressure of turning the camera around as quickly as possible errors were made. Shit happens.
I would wonder if there were other errors made when reassembling the camera and would request a new camera. As a professional your livelihood depends on a working instrument. It's not like you can take another cat photo of fluffy another day. You have to get your shot now, today, no second chance. No do overs.
I am sure Panasonic will work with you if approached in a calm yet firm professional manner. I’m positive the Panasonic rep is horrified at what happened and will do what he can to rectify the situation. The rep is the only person who understands how you fit into the photographic ecosystem. Panasonic is huge. To them corporately you are a no bigger than a flea. Maybe smaller. The rep and his boss are the people you want to keep on your side.
While jumping to another system is an option, I feel you have found the Panasonic equipment suits your needs and working methods better than the others. Nothing is perfect. The stress of changing systems at this point in the game imho is not worth the investment in time, money and effort. But then again my opinion is worth just south of navel lint lol.
Maybe a business retreat with Studio Dog would be in order. You know, just to get things in perspective.
Eric
I'm anxious to hear how this turns out. I hope it's a happy ending.
I'd love to have seen a foto of the offending fingerprint, too many years of watching CSI shows I guess!!!! Please let us know of any future dealings with Panasonic.
Was thinking about a disappointing experience I've had with Canon Professional Service, that has put me off the brand ... but, well, maybe the grass isn't really greener anywhere? Good luck with the follow-up.
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