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.
Sincerely, [redacted]

Good Afternoon,
            We
will reach out to [redacted] tomorrow morning regarding his [redacted] HDR-CX7.  We will email the customer a [redacted] next day air
pre-paid label to return the unit for repair. 
We have asked [redacted] to email us a description of the problem and
send his memory card so that we can try and duplicate the issue he is
experiencing.
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]
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,
 
            I have asked [redacted] for the tracking number on which he shipped this unit back to us.  I am awaiting his response.  When his [redacted] unit returns I will make sure the problem is fixed correctly and in a timely manner.
 
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] 
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:
The [redacted] camera was disabled completely due to Precision Camera as stated below:
1) The [redacted] camera sent to Precision Camera produced pictures normally, having a malfunction only on playback.
2) The [redacted] camera returned to owner from Precision Camera does not work at all via battery or computer due to Precision Camera error.
3) It is true [redacted] returned funds instead of repair, however Precision Camera was neglectful disabling the camera completely, whereby the camera sent to Precision Camera could still take pictures.
4) Precision Camera should be obligated restoring the camera to the condition the owner had sent it to them for repair, excluding of course the repair of playback feature. At this point they have not, and continuously refer to the inability to repair the playback feature, which I understand. However, the issue of  refusing to address the disabling of the working functions of the camera being broken while in their care are disturbing.
5) As for the battery, Precision Camera did returned an old [redacted] battery not the newer battery I had sent in with the [redacted] camera.
Sincerely,
[redacted]

Precision Camera is doing everything we can to return the lens to the customer un-repaired. It requires parts that are no longer available from the manufacturer and we are required to fully reassemble the lens. At this point we are asking for more time to source...

the parts required from alternative sources. We apologize for the delay and any inconvenience this has caused the customer.

Good...

Afternoon,
            I
contact Mrs. [redacted] today and apologized for the lack of communication on our end.  I offered to bring the repair cost down from
166.50 to 66.50 as a courtesy.  The customer
did not feel comfortable giving credit card information via phone and requested
we send the unit back.  We are currently
in the process of returning the customer’s [redacted].
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

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]

font-family: Arial, sans-serif;">[redacted] Good Afternoon,
 
   We apologize for the length of time [redacted] repair took to complete. We faced issues with back ordered parts that were needed to repair her [redacted]. Precision Camera understands that some inconvenience was experienced, but the camera has now been completed under the terms of the manufacturer’s warranty and returned in good working order, at no charge to the customer.  Although we are sorry that the parts sourcing and repairs took longer than the customer expected, we will not agree to any additional compensation to the customer for these delays. The specific repair work performed to the product is covered by our six month repair guarantee.
 
Thank you,
 
Thank you,
 
[redacted]
Precision Camera and Video Repair
Customer Service Supervisor
[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 decided to refund $90.95 back to [redacted]’s credit card ending in
[redacted].  He should expect the refund in 72
hours.  I apologize for any inconvenience
we may have caused.
Please feel free to
contact us with any further questions or concerns.
Thank you,
Myles R.
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

Complaint: [redacted]
I am rejecting this response because:
I do not know what the phrase ... "unless there is no physical damage". means and am very uncomfortable with such a statement as it, to me, leaves much too much open to possibility of the company making a claim against me. 
In my opinion, there is, indeed physical damage in that the on off switch will not move and, thus, does not work.  This was was working when I previously sent the camera to Precision Camera for different repair but, upon checking the camera after receipt following said repair, I found that, while I did nothing but normally and without any undue pressure attempt to slide the switch to on, it will not move allowing me to turn my camera on. 
Please note, that in his email to me, the writer of the response to Revdex.com did not use the above phrase, "unless there is no physical damage". Rather, what was stated in email to me is that the camera would be repaired at no cost to me unless it was dropped or exposed to liquid sand.  --- And, would be returned to me by 6/6/15 [date, as I advised the company would be too late for me to use at an out of town event on that same date.]
Sincerely,
[redacted]

Good...

Afternoon,
 
            I
spoke to Mr. [redacted] and have sent him an expedited shipping label for the return
of his [redacted].  I have
guaranteed that when we receive this unit we will give it to our group leader
in our [redacted] repair department.  I have
advised Mr. [redacted] that I will contact him when it returns and keep him updated
every step of the way.
 
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]
 
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

Precision Camera would like to sincerely apologize for the poor...

experience you received sending in your camera for repair.

We have looked into your issues and have sent your camera back unrepaired as requested. There was an internal communication error on our behalf which caused the confusion regarding a replacement camera being sent to you. This camera model is no longer serviceable through the manufacture and cannot be repaired. The original resolution would have been the same outcome and we apologize this caused a delay in getting your camera back to you.

U[redacted]

Precision Camera services hundreds of thousands customers a year and we strive to deliver the best experience possible to each and every customer.

Again our sincere apologies and hope you are satisfied in the resolution regarding this matter.

Regards, S[redacted]

Good...

Morning,
 
            I
have requested that we ship [redacted] battery back today.  He should receive it 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
[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

I sent my [redacted] camera in for repair while still under warranty. The Camera Shop in Fla. where I purchase it recommended sending it there and I am So Happy I did! I insured and mailed my camera on 8-28-15 via [redacted]. Tracking showed it arrived to Precision Camera Repair on 8-29-15. Today 9-3-15 it arrived back to be and was repaired, and they cleaned it up so much so that I thought it was a new one but knew it was mine by the serial number. There was no charge. I was so excited to get it back. I thought maybe there may be a charge because it was my fault, not a defect. There was no charge for mailing it back to me either. It arrived in layers and layers of bubble wrap in the original box and camera case inside another big box. So they were very careful returning it as I was mailing it. Thank you Precision Camera. I have already recommended to my [redacted] friends.

Good Morning,

size=3>
 
            We spoke to [redacted] on 2/23 and gave him the [redacted] tracking number for the return of his [redacted].  The [redacted] tracking number is [redacted]. It was delivered on 2/24 to the customer.
 
Please feel free to contact us with any further questions or concerns.
 
 
Thank you,
 
[redacted]
Customer Service Supervisor
Phone: [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










3/4/2015






Complaint

On 1/28/2015, I sent a [redacted] (valued at ~$450) to Precision Camera for repairing lens aperture problem as well as an internal dust cleaning (ticket # [redacted]). On 2/3/2015, they charged my credit card $166.50 and sent my lens back. When I received my lens, I saw the repair...

ticket said they did the repair and internal/external cleaning. However, upon inspecting the lens, I found nothing was repaired or done. Problem was still there and dust was not cleaned. Since Precision Camera is manufacturer authorized repair facility, I contacted manufacturer to find out what I should do. [redacted], the manufacturer, said they are going to send message to Precision Camera to have them contact me. However, they never did. So, a few days later I called Precision Camera. The asked me to send my lens back for a re-do of the repair, at my own shipping cost.
I sent the lens back on 2/13/2015 (ticket # 4301587) for them to re-do repair. After that, I had to call them twice to check status. I even inquired through [redacted]. On 2/23/2015, they sent the lens back. However, when I received my lens on 2/25/2015, I discovered that not only did they not fix the problem, they also caused other problems/damage to the lens. The problems are:
1. Technician overdid the aperture repair. Now the lens can't fully open. This can be confirmed by following methods:
1) When mount the lens on camera, you can see lens aperture is partially closed down. This is not right. Lens should be wide open when mounted on camera.
2) Remove the lens from camera. Adjust the aperture ring to "1.9" setting. Now, you can see aperture is slightly closed. This is not right. It should be wide open. Actually, when looking at aperture ring, you will notice it is not exactly at "1.9" setting. This indicates adjustment error in last repair.
2. When technician did repair, a small part (probably a metal ball) was lost. This caused the aperture ring not to have clear clicks when rotating.
3. The button on aperture ring was damaged in the repair - it now has paint loss and wear. This is the small button you press when moving aperture ring out of "A" setting. It was pretty new without paint loss before repair.
4. There are cleaning marks on one internal lens element.
During these two repairs, I have lost confidence in their ability to adequately repair my lens. I contacted manufacturer who then advised me to send it to Precision Camera for the third time to fix problem. But I don't want to risk having further damage to the lens. So, I want to seek help from Revdex.com and from my credit card company.







Desired Resolution

I want them to fully repair my lens and replace any parts that were damaged or lost during previous repair attempts. If they can't, I want them to supply me a replacement.

Consumer Business Dialog

Good...

Afternoon,
            Mr.
[redacted]’s [redacted] was shipped to the [redacted] factory on
8/4/15.  The factory contact us and
stated the repair cost will be $248.45. 
I contacted the customer today and left a message regarding the repair
cost.  I am currently waiting to hear back
from the customer.
Please feel free to
contact us with any further questions or concerns.
Thank you,
Myles R.
Precision Camera and Video Repair
Customer
Service Supervisor
Phone:
[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 are currently in the process of location replacement options for Mr. [redacted].  Once we have a few replacement options we will...

be in contact with the customer directly. We do apologize for the delay and lack of communication to the customer.Please feel free to contact us with any further questions or concerns.
Thank you, Myles R[redacted] Precision Camera and Video RepairCustomer Service ManagerPhone: ###-###-####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 messag

Terrible experience. I sent my P[redacted] in for repair. The camera was returned and had been repaired and "reset to factory condition" according to Precision camera. NOT. Every picture I take has an underexposed stripe down the side - clearly not a "factory condition." I contacted customer service - no help. So I sent an note to the CEO. He did not even bother to respond. I have been a [redacted] user for 30 years but am seriously contemplating a switch as I am told Precision is the only US repair facility for [redacted] and I will never give them my business again.

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]

The camera has been given to [redacted] for shipment.  I would still like to do a webex session with repairmen so that they can fully understand the problem I'm having with the camera.  When I asked for a session I was denied.  If the problem is truely with my use of the camera then I would like help understanding that as well since I have owned and used the camera for several years.
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]