Precision Camera & Video Repair, 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.
 I have reviewed the case and Precision Camera has indeed resolved the issue. I received the camera today. This claim has been fully resolved. Many thanks to Revdex.com for their prompt help with resolving this issue. As soon as I filed my complaint, Precision Camera was prompt, attentive, and efficient.
Sincerely, [redacted]

Good...

Afternoon,
 
            We
have reached out to Ms. [redacted] and have processed a refund in the amount
of $206.50.  She should see the refund
within 72 hours back on her credit card.
 
Please feel free to
contact us with any further questions or concerns.
 
 
Thank you,
 
[redacted]
Precision Camera and Video Repair
Customer
Service Supervisor
Phone:
[redacted]
Fax:      [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 Afternoon,
10pt; font-family: Arial, sans-serif;">
            We have been trying to reach [redacted] regarding the payment of $157.12 that we are currently waiting on.  We have sent multiple emails and a request through [redacted].  We had no phone number on file.  I have contacted [redacted] today regarding the payment.  Once we receive payment we will ship her [redacted].
Please feel free to contact us with any further questions or concerns.
Thank you,
 
[redacted]
Precision Camera [redacted]
Customer Service Supervisor
Phone: ###-###-#### Ext. [redacted]
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

Good...

Afternoon,
            We
have spoke to Mr. [redacted] and offered him a [redacted] next day air pre-paid label to
ship his [redacted] HDR-CX7 back to us for repair. 
The customer will email his concerns directly to us so that we may
forward the information to the tech.
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]
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

At this point given my previous experiance, I want to request a new camera NOT refurbished.  I dont want to send my camera in for repair and it come back with other issues. I have sent them an email as well requesting a brand new camera equivalent to what i currently have. Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

Good...

Afternoon,
 
            We
certainly apologize for the major delay in repair.  This repair required excessive parts that
were on back order.  The parts had no ETA
give from the Manufacturer.  We spoke
with the Manufacturer who insured us that parts will be in this week.  We should have the repair completed by the
end of the week.  We will ship this via
[redacted] next day air service when it is ready to ship out. Again we do apologize for
the major delay in repair.
 
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

Complaint: [redacted]
I am rejecting this response because: there was no solution. I received the camera back unpaired with no communication after 10 weeks.
After impatiently awaiting the return of my [redacted] camera; it was returned yesterday unrepaired. The repair company
insisted it was unrepairable due to impact damage.  I do not believe it at all. Here is why.
In July of this year, I sent my camera away to
the [redacted] Service Department in [redacted]. where it was received
approximately July 24, 2014. According to the instructions on the repair form,
customers with a warranty service should staple a purchase receipt to their
form (which I did) and if the warranty did not apply, they would mail a free,
no-obligation written estimate (which I never received). I sent in a receipt,
so I considered the repair a warranty service. If not, I was prepared to pay,
but I was never contacted, nor given a written estimate.
On the bottom of the repair form it says “allow
4 weeks repair time, plus shipping time”. 
Today is October 2, 2014. This is way beyond four weeks with no
communication except for me hunting down [redacted] and [redacted] in Technical Support at
[redacted] Imaging and [redacted] at Precision (which was a wild guess of an extension).
[redacted], and [redacted] gave me no real help, except for the repair company’s
location was changed and the products were shipped from [redacted] and that I should be patient.
Are you kidding me? No communication, except for me hunting down my camera and
you want me to be patient? Really?
In the midst of this, I was constantly checking
the Precision website and on September 5, 2014 it finally showed they had
received my camera. Really? I sent it in July. Yesterday, it shows it was out
of repair and shipped to me. But, when I opened the box, there was a receipt
showing unrepairable.
Now, here are a few other important details.
Yesterday morning, I FINALLY received a phone call from a guy at [redacted] Imaging
ONLY because I filed a complaint with the Revdex.com for both companies. That’s right.
Now, after receiving the complaint, they finally called, but really offered
NOTHING. They offered no explanation for the camera being unrepaired. The
offered no replacement. Nothing. Only thing he could do was apologize. While I
appreciate the apology, it does nothing for me. It still took approximately 10
weeks for my camera, which was returned unrepaired. I also, got no
communication from Precison until today; an email, 10 weeks later, after the
fact. Had, I not, filed a complaint, I’ll be willing to bet you I would not
have received the call, nor email. Precison claims to be fast with repairs.
Absolutely not.  It has been 10 weeks
with no communication until after the fact, no repairs, nothing. Sending back
an unrepaired camera after 10 weeks is not acceptable, nor is it a solution.
Sincerely,
[redacted]

Good Afternoon,
We repaired and shipped [redacted] camera.  It was delivered to him today.
face="Arial" size="2">
Please feel free to
contact us with any further questions or concerns.
 
 
Thank you,
 
Myles R[redacted]
Precision Camera and Video Repair
Customer
Service Supervisor
Phone:
###-###-####
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

Good Morning,
            We have determined that [redacted] is beyond economical to repair.  The camera cannot be repaired due to physical damage.  We have returned the camera via [redacted], the tracking number is [redacted].  The package 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
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,
 
            Unfortunately
we never received any claim from [redacted] to send Mr. [redacted] a packing
kit.  Mr. [redacted] will need to contact his
extended warranty company, [redacted], to set up another claim.  He may reach them directly by calling
###-###-####.
 
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]
[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,
0pt;">
            We received [redacted]n 9/09/2014. She pre-approved the repair for the base rate of $169.78. After further assessment, on 9/16 we found that the parts to repair her camera were rather excessive.  The repair cost was re-estimated to 275.10.  On 9/19 [redacted] called in and we advised her of the new cost which she approved.  On 9/24 we discovered we had to order 3 parts that we did not have in stock.  I have contacted the parts department and we expect to receive the parts on 9/24.  I have called [redacted] and have left a message explaining when we are expected to receive the parts.
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]
[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 Sir/Madam, I am yet still to receive your response to my inquiry about my [redacted] repair, currently in your possession.  Here are all details from your status page:Model: C[redacted]
12pt;">Received:  Oct 31, 2016 Tag #: [redacted]In Service Delay, Please Call Us At: [redacted] I called you last Friday and then the following Monday, and after talking to Christie Marchigano you sent me your new estimate for the repair and asked me to hurry with my approval.  However, I had, and still have some questions in regards to your new estimate, details of which I would like to know first before making my decision:1.  Are you saying that you have to replace all innards of my camera which have no physical and no water damages?   2.  Are you telling me that instead of $12 shipping charge, we agreed on before I sent my camera for a repair to you, you are now going to charge me  $39.50, if I am not to pursue the repair?   3,  Can you tell me exactly how you came up with this price in better details, for the camera that had flash error and lost auto-focus? -   Are you implying that [redacted] Inc.must subsidize the repair, since it appears that there is a design or/and manufacturing issue, and [redacted] is liable for a large part of the problem?  Please list all components to be replaced and work to be done, with hours required to perform them.   I am cc'ing [redacted] Customer Relations for better visibility.   Waiting for your reply, Sincerely, [redacted]     On Wed, Nov 9, 2016 at 8:38 PM, [redacted] wrote: Dear [redacted], dear [redacted] authorized repair support team, I am not sure whether you received my response to your estimate, and as a consequence I am re-sending my questions as a response to the new estimate you kindly sent to me.   Sorry, I am not quite clear looking at the attached repair estimate you sent and therefore here are my questions:  1.  Are you saying that you have to replace all innards of my camera which have no physical and no water damages?   2.  Are you telling me that instead of $12 shipping charge, we agreed upon, you are now going to charge me  $39.50, if I am not pursue your repair?   3,  Can you tell me exactly how you came up with this price in more details, for the camera that had flash error and lost auto-focus? -   Are you implying that [redacted] Inc.must subsidize the repair, since it appears that there is a design or/and manufacturing issue, and [redacted] is liable for a large part of the problem? I am cc'ing [redacted] Customer Relations for better visibility on this matter.   Waiting for your reply, Sincerely, [redacted]

Good...

Morning,
 
            We
have contacted [redacted] on behalf of [redacted]. 
[redacted] has decided to repair this [redacted] at no charge to the
customer as a courtesy.  The unit has
been repaired and has shipped.
 
Please feel free to
contact us with any further questions or concerns.
 
 
Thank you,
 
[redacted]
Precision Camera and Video Repair
Customer
Service Supervisor
Phone: [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

Complaint: [redacted]
I am rejecting this response because: I did indeed contact them about my camera within 2 weeks after receiving the camera back from them in March & I did so by email & they ignored my request.
I originally sent it in because it was using batteries up within an hour - I suspected a short, When I got it back it did the same thing. So I put it away & bought another camera. Then, a few weeks ago, I got it back out & it does not even turn on.
So, I feel I was charged for a repair that was never done.
I do not wish to use the camera even if they could fix it.
I just want my $90 back for a job that they failed to perform.
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.
Sincerely,
[redacted]

Dear [redacted],
#1f497d;"> 
We checked the [redacted] account and verified that the [redacted] did pay twice for this repair. For some reason [redacted] sent [redacted] an “Instant Payment” on 6/5. On behalf of [redacted] Precision then authorized and captured the funds into the [redacted] account on 6/9, as we should have. The [redacted] account also shows that the funds from [redacted]’s Instant Payment were removed from the account and are being held by [redacted]. These funds are being used to process the Refund he requested from [redacted]. This will take place once the original funds captured by [redacted]’s Instant Transfer are processed by the bank. The Precision team followed correct procedures in processing both the authorization and funds capture on behalf of [redacted]. It appears that the error was that [redacted] chose to process an Instant Payment to the [redacted] account as well. That is what is currently being refunded by [redacted]. We respectfully submit that this case be closed as the result requested by [redacted] is already in process. Also because the additional funds were voluntarily submitted by [redacted] via Instant Payment, only he can initiate the claim, as he has already done.
Some clarification of the process: Authorizations through [redacted] only last for 30 days and no credit card information is stored. To reauthorize a transaction we have to contact the customer once again for credit card information and approval. At no time did we ask [redacted] to make an Instant Transfer of funds. One last clarification, the additional amount above the original estimate was for $13.13 and covered his state sales taxes due for the repair. [redacted] approved these charges and was notified in the original transaction that sales taxes would be added to the final charges.
On behalf of [redacted] America and Precision Camera, we are sorry for any inconvenience and confusion in the process of handling this repair for [redacted].
 
Search results for '[email protected]' in Email from May 21, 2014 - Jun 20, 2014
·         Refund In Process from [redacted]: Jun 9, 2014         Temporary Hold To         [redacted]        We'll complete the refund as soon as your original payment is processed by the bank.       [redacted]       -$161.13               $3.84     -$157.29 USD
·         [redacted] Funds Capture: Jun 9, 2014       Transaction Note Sales tax of $13.13 added to repair charges Payment From     [redacted]      Payment [redacted]     $161.13 -$4.17    $156.96 USD
·         [redacted] Authorization: Jun 9, 2014                       Authorization From        [redacted]      Completed         Details Authorization From [redacted]                    $161.13 $0.00     $161.13 USD
·         Instant Payment from [redacted]: Jun 5, 2014                  Payment From  [redacted]        Held      Payment From [redacted]              $161.13 -$3.84    $157.29 USD
 
Sincerely,
[redacted]
Customer Service Manager
Precision Camera and Video Repair

Good...

Morning,
 
            [redacted]
has contacted us and will cover 100% of Mr. [redacted]’s repair.  The [redacted] has been repaired and has
shipped.  The [redacted] tracking number is [redacted].
 
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]

Complaint: [redacted]
I am rejecting this response because:the company did not provide timely repairs. I thought the company had stolen my camera. The company forced me to buy another [redacted] camera costing $150- I want my old camera repaired at no expense to me. I am out of $300. Apology is not enough.
Sincerely,
[redacted]

Good Morning,
10pt; font-family: Arial, sans-serif;">
            Precision Camera unfortunately was not able to locate [redacted] original [redacted] (serial number [redacted]).  On 6/25 we ordered her a brand new [redacted] of the same model.  The customer was satisfied with this outcome and is expecting the camera sometime next week.
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]
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 Afternoon,
 
            We shipped Mr. [redacted] a box kit on 7/23 and it was delivered on 7/31.  We have never received Mr. [redacted]'s camera for repair.  We have instructed him to set up a new claim with his extended warranty company, [redacted]; once we receive notice we will send him a box kit right away.
 
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]
[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