Precision Camera & Video Repair, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThank you for your help in this matter
Sincerely,
*** ***
P.SI appreciated their contact after this complaintI was not comfortable giving them my credit card information, so when they offered to do the repair with $off the quoted $166, I said OK, but I would only feel comfortable doing it CODThat way I could feel confident that I would get my camera back, and they could feel confident that I would not get the camera back until I paid the $They declined this saying they had to have payment to do the workSo this makes me feel like THEY have to have assurance they get their money, but they don't give the customer the same assurance--particularly when they are the ones with the questionable business history (according to reviews), and given my experience with the companyLets say I send them a check, they cash it and then I never get my camera--maybe they say they sent it, but I don't receive it? Maybe I send a check and it takes a long time to get it back---what if it's not fixed--what if I try again to contact them to say I have not received the camera yet, and cannot get anyone to respondThose were my thoughts and that's why I suggested the CODThey declined COD, so in the end, I just said send me the camera back and I will try again to find a place locally to have the repair done

Working with *** management we believe that we have satisfied *** ***s concernsThe unit will be repaired at the originally quoted amount of $plus $for return shippingThe details are provided below in my three email responses already sent to *** ***:
From: *** *** Sent: Thursday, November 17, 1:PMTo: '***
*** ***
*** *** *** *** *** ***
Hello ***
As I mentioned on the voice mail message that I just left for you*** management has agreed to accommodate the cost of the image sensor assembly and the additional return shipping insurance chargesYour camera will be repaired at the originally quoted and pre-approved pricing including return shippingUnfortunately the part is not in stock at Precision or at the *** ** *** supplier so we’ll have to order the partIt will go on back order through *** and we will request that the part be expeditedI’ve reached out to my Parts team already and asked them to follow up with the *** ** *** center on a* *** for this part
Thanks,
***
*** *** | VP - Sales & Marketing | Precision Camera
** ***
*
From: *** *** Sent: Thursday, November 17, 11:AMT** ***Cc: ***Subject: R** *** *** *** ***
*** *** ***
I have the details on the re-estimateThe original issue *** *** ***) has already been resolved with the cameraThe problem occurred due to some corrosion damage that penetrated the deviceThis has since been cleaned and the camera is functioning normallyDuring initial triage the technician found dust appearing in the test images (see the attached)Normally this dust is either within the lens assembly or on the image sensorIn this case the dust is embedded within the image sensor, which is an issue we’ve never experienced with this modelThe only resolution at this point it sot live with the dust or replace the image sensorHence the re-estimated chargesI’m going to escalate this to *** management and get their input on this situation
I will keep you postedI’ll respond to the Revdex.com complaint once we have a final decision on how we can proceed
Thank you for your patience and understanding,
***
*** *** *** ***
** ***
From: *** *** Sent: Thursday, November 17, 10:AMTo: 'v***'Cc: ***Subject: *** *** *** *** ***
Hello ***
I’m sorry to hear about the issues you’ve been facing with the repair of your cameraThe case has escalated me and the management team at PrecisionI’m personally investigating the reason for the higher estimate and will respond as soon as possible to your questions belowRegarding the return shipping charge, the difference between the charge of $and the quoted charges is to provide insurance coverage and an adult signature upon deliveryWe can provide a form for you to sign to waive these charges if you wishOnce I have all the information on the re-estimate I’ll respond to your Revdex.com complaint
Thank you,
***
*** *** ** *** * *** *** ***
** ***

Good Morning,
10pt">
We have repaired *** *** *** ***. The unit will be shipped via *** tonight; the *** *** *** ** ***
Please feel free to contact us with any further questions or concerns
Thank you,
*** ***
Precision Camera and Video Repair
Customer Service Supervisor
*** *** *** ***
*** ***
***
***
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Complaint: ***
I am rejecting this response because:they wanted to send me a refurbished camcorder....I immediately got one in the mail but am still going to send it back to ***, not knowing that the warranty was still good and I should get my money back......Can I please leave this open until that happens..........They held my camera for three months and probably as soon as the Revdex.com notified them, I got a camera in two days.....not sure if it is mine.......do not like this company and do not want any more trouble with this specific camera
Sincerely,
*** ***

Complaint: ***I am rejecting this response because:
This is exactly what I am talking about.
I EMAILED THEM THIS MORNING ASKING FOR INFORMATION SINCE THE TRACKING NUMBER FROM *** TELLS ME IT WAS DELIVERED DAYS AGOThey not only didn't know that but asked me if I have a tracking number so they can figure out where the camera isThe bottom line: THEY HAVE SPENT ANOTHER DAYS WITHOUT CHECKING THE PRODUCT AND STILL NEEDED ME TO EMAIL THEM TO REQUEST INFORMATION
AND PROVIDE A TRACKING NUMBER (BY THE WAY I DID NOT RECEIVE INFO WHETER THEY HAVE IT OR NOT !!! )
I'm really sorry I had to deal with them.Sincerely,*** *** *** %
3/6/
Complaint
I sent out a camera lens for repair on 12/17/Precision Camera received it on 12/18/After roughly weeks, I received an email stating it was repaired and shippedI was to receive the lens on 1/3/I never received the lens, what I did receive was someone's digital camcorderAfter several
attempts via email, and phone calls ( which mostly went unanswered), I was told to ship the camcorder back which I did promptlyThey received the camcorder back the following dayEver since then, I have been trying to get my lens back to no availI was told they shipped it to someone else, it was shipped back, then they lost it, then they found itMy last communication was weeks agoI was told I would have it no later than that FridayIt is now weeks later, and again nobody answers the phone there or emailsZero communication and no lensI would really like to file a criminal complaint at this pointI feel as though this company has stolen from me
Desired Resolution
I would like my lens back ASAP, I am not asking for the world
Consumer Business Dialog

Hello [redacted],
I apologize for the repeat issues and frustration you experienced with the repair of your equipment. As the executive managing our customer service operations I take responsibility for the issues and promise that corrective action will be put in place to ensure that this does not occur again. To offer some explanation into the process breakdown, I'm offering the following information: The [redacted] account and its associated funds are owned and managed by [redacted], Precision has only transactional access to the account. We have no visibility to payments made by customers, charge backs, complaints or for that matter any communication to or from [redacted]. The repair delay caused your original [redacted] transaction to expire. Had this mistake on our part not occurred, there would have been no issues. When the repair was completed our systems attempted the capture funds from the original authorization into the [redacted] account. When this failed out customer service team is contacted to obtain updated credit card information to reauthorize and capture the funds. We cannot ship the equipment until the funds capture is completed. Unfortunately we did not communicate this properly to you and you provided payment to the account on your own. There is no systems connectivity that passes visibility to either the Precision or the [redacted] side for this type of transaction. Therefore, our team persisted with obtaining the new credit card information from you. This is the major breakdown, our representative did not understand that you had already made payment, and even if she had our systems did not have visibility to the transaction and could not release the repair. So we in effect held your camera hostage until the transaction could be completed through our systemized process. You then challenged the payment provided directly to the [redacted] account and wondered why we did not respond to [redacted]. As mentioned above we did not and would not receive any communication on this issue nor do we have a way to intervene and communicate with [redacted] for the [redacted] account.
Here's what will be done to correct the issue: We will provide training to our CS team members to ensure they understand the [redacted] process. When customer's inform our team that they have made a direct payment to the [redacted] account, we will reach out to the team at [redacted] to confirm the payment took place and then manually release the camera to shipping. I will also work with our repair and operations teams to ensure the repair delay you experienced does not occur for any other customers moving forward.
Thank you for bringing this matter to my attention, once again you have my apologies for the issues and miscommunication that you experienced. We will do everything in our power to prevent a situation like this from happening again.
Regards,
 
[redacted]
 
[redacted] | Vice President - Sales & Marketing | Precision Camera, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
- with the understanding that repair is completed in timely manner and at no cost to me.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I will be waiting, once again, to receive my camera.
Sincerely,
[redacted]

I sent my camera in to this company for a cleaning in July, 2015. After a longer period of time than I was told to expect it to take, I did a status check, which indicated that I needed to contact them regarding a delay. When I did, I was told that my camera needed a repair, not a cleaning, and that the new cost was going to be over three times as much. I was also told 7-10 days turnaround. After the 10 passed, I contacted them and was given very vague information, along with a promise for updated information. Long story short, I had to get in touch with them in order to find out anything, despite repeated promises for follow-up phone calls. 5 months later, when my camera was finally repaired, they started bombarding me with demands for payment by email and phone message. I had a horrible time actually reaching anyone, and was basically told that the company didn't care about my frustration or the length of time they had my camera. I paid for the repair and am waiting for my camera to be returned. After reading other reviews of this company, I am now concerned that I will get back a camera in the same condition it went to them. This company is not even a little bit worried about retaining customers, or even serving them well. Unfortunately, they are apparently the only authorized repair company for my brand of camera, so I had no choice in using them. At this point, I would rather dump my current camera and start over with a different brand than possibly have to deal with them again.

Good Morning,
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            The customer had two [redacted] lenses here for repair.  Tag [redacted] was for the [redacted] LENS [redacted]           The customer approved the original estimate of $73.80 on 8/11, on 9/15 it was re-estimate due to a high parts cost in the amount of $251.08.  We apologized to the customer for the major delay in getting the re-estimate done.  The customer approved the new estimate and we are currently waiting on 3 parts from [redacted] to repair the unit.
Tag [redacted] was for the [redacted] LENS [redacted]. The customer approved the repair cost of $388.30.  This was shipped back to the customer via [redacted] next day air service under tracking number [redacted].  The customer's lens was delivered yesterday.
Please feel free to contact us with any further questions or concerns.
Thank you,
 
[redacted]
Precision Camera and Video Repair
Customer Service Supervisor
[redacted]
[redacted]      [redacted]
[redacted]
[redacted]
CONFIDENTIALITY NOTICE: This e-mail message, including any attachments, is for the sole use of the intended recipient's and may contain confidential and privileged information or otherwise protected by law. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message

Good Morning,
10pt; font-family: Arial, sans-serif;">
            Unfortunately [redacted] IS was not repairable due to no parts available for this model.   The camera was shipped to the [redacted] factory for repair, they determined the unit was un-repairable. The $90.95 cost is what is needed to be approved before we can move this camera to repair.  At that point we collect the payment information but do not charge until after the camera's repair is complete.   Because we did not repair her camera we could not charge her credit card.  [redacted] was never charged for this repair; it shipped and was delivered to her on 9/4.  .
Please feel free to contact us with any further questions or concerns.
Thank you,
 
[redacted]
Precision Camera and Video Repair
[redacted]
[redacted]
[redacted]      [redacted]
[redacted]
[redacted]
CONFIDENTIALITY NOTICE: This e-mail message, including any attachments, is for the sole use of the intended recipient's and may contain confidential and privileged information or otherwise protected by law. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message

Good
Morning,
"Arial","sans-serif"; font-size: 10pt;"> 
            We have been trying to contact Mr.
[redacted] since his camera was received on 2/05/2015.  The phone number we had on file was
incorrect, since then we have sent numerous emails with the estimate to repair
his [redacted] NEX-6.  We have not heard back
from the customer.  We called him
directly today at ###-###-#### today and left a message asking the customer to
call back today.
 
Please feel free to
contact us with any further questions or concerns.
 
 
Thank you,
 
Myles R[redacted]
Precision Camera and Video Repair
Customer
Service Manager
Phone:
###-###-####
Fax:     
###-###-####
[redacted]
[redacted]
 
CONFIDENTIALITY
NOTICE: This e-mail message, including any attachments, is for the sole use of the
intended recipient's and may contain confidential and privileged information or
otherwise protected by law. Any unauthorized review, use, disclosure or
distribution is prohibited. If you are not the intended recipient, please
contact the sender by reply e-mail and destroy all copies of the original
message

Dear Jo[redacted]
 

face="Times New Roman"> I apologize you are still having issues with the repair of your [redacted], as well as the lack of customer service you received.
 
According to our records on 9/19 you we in contact with one of our customer service representatives and will be sending the unit back for repair. Precision Camera will absolutely resolve these issues for you as we provide a 90 day guarantee on our repairs. We will also look into the customer service issues you experienced.
 
Your camera will be sent to our Pro Services Team to ensure the repair is complete and there is a satisfactory resolution for you.
 
As per our phone conversation on 9/20 we will be sending you a return label by email. Please feel free to contact me directly by the phone or email below if you have nay questions or concerns.
 
R[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]

Complaint: [redacted]
I am rejecting this response because:
12/?22/?14
 
I do not accept the response from Mr. [redacted]. In a conversation that he had with my wife on 12/17 he indicated that the item would ship within five working days. this response to the Revdex.com does not mention this conversation. it also says that [redacted] will cover the cost  "as a courtesy" implying that it's being done to appease a whiny old man rather than admitting that this is a factory defect (see complaints on internet). there is no mention when we will have the camera only saying that he will move the camera to repair. Christmas is in two days. If it's not here with a check for 200 dollars to cover the angst this episode has created by wednesday morning we willcontact mr. [redacted]'s supervisor AND the local media in CT. this is not very complicated. the non-chalant tone expressed by mr. [redacted] does not help matters either.

Sincerely,[redacted]

Good Morning,
10pt; font-family: Arial, sans-serif;">
            We signed in [redacted] camera on 10/06/2014.  We repaired the camera and shipped it on 10/7 via [redacted] tracking number [redacted].  The camera was returned on 10/8/2014.
Please feel free to contact us with any further questions or concerns.
Thank you,
 
[redacted]
Precision Camera and Video Repair
Customer Service Supervisor
Phone: ###-###-#### Ext. [redacted]
Fax:      ###-###-####
[redacted]
www.precisioncamera.com
CONFIDENTIALITY NOTICE: This e-mail message, including any attachments, is for the sole use of the intended recipient's and may contain confidential and privileged information or otherwise protected by law. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message

Hello [redacted],
 
Your [redacted] was repaired and shipped on 7/22 under [redacted] tracking# [redacted]. The package was delivered on 7/23 at front door. Precision Camera has also refunded the original repair cost of $45.00 to your credit card. Per [redacted]...

[redacted] will be taking care of the refund for your camera. I hope this resolution is satisfactory and I apologize for any inconvenience this has caused you.
 
Thank you,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I still do not have my camera and representations as to where the parts are, whether they have been ordered and what is required to repair my camera keeps changing. Further, the delays in the processing of this repair job are excessive and inexplicable. If Precision camera knew that I needed to approve additional charges for parts to repair this camera on 9/16, WHY was I not called for the approval request? WHY did it take SIX BUSINESS DAYS to determine the extent of the repairs necessary?? I dropped this camera off on 9/8, yet the extent of repairs needed was not determined until 9/16! That's excessive and unacceptable. 
It was not until 9/19, when *I* phoned Precision camera that I was told that parts and payment authorization were required. On 9/19 I authorized charges for the parts that were KNOWN to be needed on 9/16, yet as of 9/25 the parts were STILL NOT ORDERED!  There is no excuse for this, particularly given that manager Miles stated that parts are shipped within 24 hours of ordering. 
The failures on the part of this business to service the camera in a reasonable period of time are simply inexplicable and unacceptable.  Ironic that their website home page claims
"Comprehensive repair parts inventory
Excellent service  
Fastest turn times"
 
[redacted], Disgusted customer

And it only took 2 months

Complaint: [redacted]
I am rejecting this response because:  I am still  unsatisfied with their  worrk  ethics. I  think I  should have benn npotified of  the  delays instead of me  calling to  check upon it. It is all done  and  over  with now.   It is  what it is.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
After a good bit of resistance I spoke to one employee who was of great assistance. I retract my complaint because of her. Otherwise I would keep the complaint on file. 
Sincerely,
[redacted]