Precision Camera & Video Repair, Inc.

Good Afternoon,
 
            We are going to contact Mrs. [redacted] and request that she sends the unit back in for repair.  We will ship her an expedited shipping label to return the unit on our dime.  We will make sure the camera is in 100% working order before it is returned back to the customer.
 
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: [redacted]
Fax:      [redacted]
[redacted]
 
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Good Morning,

size=3>
 
            We signed in [redacted] on 9/20/2014.  There was a delay in signing our [redacted] units in due to behind the scenes issues.  Due to a heavy volume of cameras that we received we were not able to reach out to him until 1/21.  We certainly apologize for the long delay in repair time and for not reaching out to the customer.  His K-5 was repaired and has shipped on 2/7; 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
Phone: [redacted]
Fax:      [redacted]
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Complaint: [redacted]
I am rejecting this response because:
Regarding complaint [redacted]  I accepted only that Precision Camera would send a [redacted] label for a return of my camera to them so that they could make a third attempt to repair it.  Revdex.com closed the complaint as resolved but the resolution was intended to be that I am returned a properly functioning camera.  The camera was returned but in the same condition as when I originally sent it to Precision Camera.  They included a letter stating that they could not duplicate the problem.  I had asked that a webex or similar communication be established to demonstrate the issue but was not granted any such communication.  After receiving the camera back I verified all settings and took another movie  with a different camera directly next to my [redacted].  Both cameras were therefore under that same lighting and other conditions.  The [redacted] movie was blurred out of focus and unacceptable while the other camera was sharp and clear.  I then went back to a movie I had previously taken with the same [redacted] in 2011 and compared it to the one I took today Jan. 8, 2015.  The one I took in 2011 was sharp and clear (excellent quality).  The problem is 100% reproducible.  I even sent along an SD card showing the poor quality of the movies from the [redacted].  I stand by my first complaint that this company may not be a legitimate company and is certainly not capable of performing the work that they advertise for.  My camera is on their approved list.  I hope that Revdex.com can adequately warn other consumers away from patronizing this company and getting the same exceedingly poor results that I have.  I am have completely wasted ~ $250 and much time due to trusting that they could do their advertised repair.
Sincerely,
[redacted]
 

Sincerely,Terry Shipma
n

Good...

Morning,
 
            We
received Mr. [redacted]'s [redacted] on 01/06/2015.  After further review we are not able to
duplicate the problem with his camera. We are shipping the camera back via [redacted] today, the tracking number [redacted].
 
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
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Good Afternoon,
0pt;">
            [redacted] has contacted us and agreed to cover any repair costs associated to [redacted] [redacted].  I have contacted [redacted] and explained that [redacted] will be covering the repair at no charge.  We will have the camera repaired and completed within a few business days.
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. 7214
Fax:      ###-###-####
[redacted]
[redacted]
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Good Morning,
   The customer requested that we return her camera back to her not repaired.  We are currently in the process of bringing her camera to our...

shipping department.  We have not charged the customer, we will be sending this back unrepaired at no charge.
 
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]
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Good Morning,
 
            [redacted] will be covering the cost of repair at no charge as a courtesy to the customer.  We will move the [redacted] to repair today.
 
Please feel free to contact us with any further questions or concerns.
 
 
Thank you,
 
[redacted]
Precision Camera and Video Repair
[redacted]
Phone: ###-###-#### Ext. [redacted]
Fax:      ###-###-####
[redacted]
[redacted]
 
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Good...

Afternoon,
            We
have reached out to [redacted] and they have contacted Mr. [redacted] regarding the
incorrect replacement he received. They are in the process of sending the
customer the correct replacement. 
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
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Good...

Afternoon,
 
            As
a one time courtesy we have emailed Mr. [redacted] a [redacted] pre-paid shipping label.
This was emailed to [redacted].  Please print the label out, pack the camera
up and tape the label to the box.  Please
bring the package to your nearest [redacted] and they will ship it to us at no charge.
 
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
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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 contact [redacted] directly to determine why my camera and my lenses were not returned to Precision Camera after being sent back to the [redacted] service center.
Sincerely,
[redacted]

Good...

Morning,
 
            We
have sent Mrs. [redacted] a [redacted] pre-paid shipping label to cover the cost of
return shipping.  We will make sure that
we do our best to have this returned to her by 6/5.  As long as there is no physical damage we
will cover the repair at no cost to the customer.
 
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]
 
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
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Complaint: [redacted]
Dear [redacted],
Firstly, I must say that it always amazes me just how quickly, in general, businesses that have received formal complaints, respond to those complaints, especially when those complaints are made using a public forum.   I say to you [redacted],  if you were only so quick and diligent in researching my claim that I made to many of your service representatives over the phone and via e-mail during the over 2 months that my camera was lost at your facility, then maybe we wouldn't be going through this.  It took less than 15 hours from the time I made my complaint to the Revdex.com that you apparently researched my account and came to the conclusion that it was my fault.  Sadly you still cannot admit any fault in this situation.  This situation was not my fault.  It was your company's fault.  There is some sort of communication breakdown at your facility that you need to address.  I am not necessarily a proponent of the adage that the customer is always right, but seriously, for you to investigate this after the fact and for as little time as you did and then immediately put the blame on me? 
My original order was sent out to you on April 02, 2014 and was delivered to you on April 04, 2014 at the dock and was signed for by [redacted]. Here is the link to the [redacted] Tracking # [redacted].  According to your website it was "in repair" shortly after that.  On May 13, 2014 I still hadn't heard a word about my camera and your website still showed that my camera was "in repair" so I decided to call to get some updated information.  I was told by your service representative that my camera could not be found and an E-Mail needed to be sent to the service department and that I would get updated information via e-mail within 24-48 hrs.  This did not happen, so I sent an E-mail on 05/15/2014 and received a response E-mail from [redacted] and it stated the same thing.  I have attached a copy of this E-mail for your review.  I still did not receive a response.  I waited until May 19, 2014, I called again, nobody answered the phone so I happened to be able to reach the accounting department and I spoke to [redacted] @ ###-###-####, she of course couldn't help me since she was in the accounting department.  She told me she left a message with [redacted] and if I didn't hear anything that I could call her back.  I spoke with [redacted] a short time later, I was told that there was no information on my camera at that time.  Forty Six days, over 6 weeks, and there was no information.  I asked to speak to a supervisor.  I was told that a request for a supervisor to call me back would be made.  I did not receive a call back.
[redacted], at this point in this ordeal it would have been a good place for you to step in quickly (like you did when I made this complaint) and rectify the situation.  You did not. 
On May 20, 2014 I decided to call [redacted] directly.  I spoke with [redacted] and was put on hold.  When [redacted] came back he told me that he spoke with Precision Camera directly and that Precision Camera stated that the camera was "in repair" and that Precision Camera will call me today.  Precision Camera did not call me for two days.  When they did call me n May 22, 2014 I was left a message on my answering machine that stated "the camera was out of repair and would be shipped by later that day.  It was not.
[redacted], here is another point in which it may have been a good place for you to step in quickly (like you did when I made this complaint) and rectify the situation.  You did not.  
At this point I did not realize that you could not process my original payment that I had authorized almost two months before.  I received two email requests from you via [redacted] on May 23, 2014 and again on 06/05/2014 for payment via [redacted].  This disputes your assertion that "at no time did we ask [redacted] to make an instant transfer of funds." I have attached these E-mails for your review.  At this time I checked my [redacted] account and realized you hadn't charged me yet.  I also realized that you still did not send out my camera like you stated to me would be done on May 22, 2014.  I realized what had happened and I made a payment via [redacted] as you requested.  Right After that, I received an E-mail from [redacted].  Here is a portion of that E-mail and I have also attached this E-mail for your review. "  Your [redacted]  is repaired and ready to be shipped to you. However we were unable to charge the repair cost of  148.00 + 13.13 = 161.13 including your local sales tax. The credit card authorization approval  has expired. Please contact us with your payment information at ###-###-#### Mon - Fri from 9am to 7pm EST. The unit will not ship until we have the credit card information."  
This was now the Third time you asked me for payment, further disputing your claim that "at no time did we ask [redacted] to make an instant transfer of funds."
If you check the times on these E-mails you will see that it was obviously sent right after I made the payment, It stated that my unit will not ship until I made a payment.  I thought I should call [redacted] to let her know that I just made a payment via [redacted].  At this point you had had my camera for Sixty Three days and I didn't want any more delays.  When I spoke to [redacted] and explained that I had just made this payment and she should check the [redacted] account she assured me that Precision Camera would not collect that payment and she told me my unit would not ship if I did not give her a credit card over the phone.  I thought she was wrong but she laughed it off and told me she was sure.  She even told me that I could save my E-mails just to be sure, but I shouldn't worry.  Even though I don't have E-mail proof, this now is the fourth time that I was asked to make a payment, even further disputing your claim that "at no time did we ask [redacted] to make an instant transfer of funds."  So what did I do?  I gave her my credit card number.  I paid for a second time.  Yes I did.  You make it sound like I somehow I made two payments for no reason.  The reason was that [redacted] basically left me no choice.  I made that second payment because I know how the Banking system works and I knew I could get one of those payments back.  So after I made that second payment  I called [redacted] and made a claim.
[redacted], as I stated before, here is another point in which it may have been a good place for you to step in quickly (like you did when I made this complaint) and rectify the situation.  You did not.  your company did not collect that [redacted] payment until June 9, 2014, you could have stopped that payment before June 9, 2014.  You did not.  Also [redacted] gave you Ten days to respond to my Claim.  You again did not respond until I made this complaint on June 20,2014.
Another point is that even though I made Two payments to you by June 5, 2014, you still did not ship my unit to me until June 10,2014.  I have attached that E-mail as well and here is the [redacted] tracking number for that shipment. [redacted] .
 I made this claim due to the really poor service and utter confusion apparent at your facility.  I wanted an apology and my money back from [redacted].   I did get my money back from [redacted] but then I also got the blame for this situation. You don't seem to think you hold any responsibility for this mess.  I believe I've shown you that this situation was your fault and not mine.  You may have apologized for the inconvenience and confusion in the handling of the situation but you still lay all the blame on me.  I don't think that is right.  You need to tighten up your operation and get your many departments onto the same page.  You may not care about what I have to tell you about the way you run your operation, but you cannot remain in business and continue to be a trusted partner to [redacted] if you treat all your customers this way, especially if you make mistakes and then blame your customers for those mistakes.  
[redacted]

Good Morning,

size=3>
 
            I have contacted [redacted] and have offered to email him a [redacted] pre-paid shipping label and have offered to supervise the repair when his [redacted] returns.
 
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

Good...

Morning,
            We
received [redacted]’s [redacted] POWERSHOT A720 IS on 2/24/2015.  We repaired the unit on 3/3/15 and charged
the customer 90.95 for the repair.  We
have not been contacted by the customer since the unit was delivered to him on
3/9/15.  Precision Camera offers a 90 day
guarantee which expired on 6/9/15.  We
can certainly pay for the return of the camera to come back for repair and can
offer a discount once the unit has been assessed and estimated.
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
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Precision Camera received three cameras for repair from [redacted]. Two of the units are still at Precision Camera in repair. I spoke to [redacted] and gave him status on the two remaining cameras. The status for each is below. Provided [redacted] with my extension in case he needed to get in touch...

with me concerning these repairs or others. I let him know that I will keep him updated on the repairs.
Tag# [redacted]; Parts received in repair. Requested rush.
Tag# [redacted]; Unit is waiting for parts. Normally takes 2 weeks for parts to come in.

Good Morning,
 
            Mr. [redacted]'s camera was shipped on 12/19 and delivered 12/23 to his home address
per [redacted] tracking number [redacted].  We apologize for any inconvenience Precision
Camera has caused to the customer.
 
Please feel free to
contact us with any further questions or concerns.
 
 
Thank you,
 
[redacted]
Precision Camera and Video Repair
[redacted]
Phone:
###-###-#### Ext. [redacted]
Fax:     
###-###-####
[redacted]
 
CONFIDENTIALITY
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the intended recipient's and may contain confidential and privileged
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minor-bidi;">Good Morning,
 
            We
received Mr. [redacted] unit on 2/04/2015. 
The customer stated he had work done on his [redacted] previously
in October of 2014.  He had the camera
originally repaired by [redacted] repair facility in [redacted].  They only offer a 90 day guarantee.  The unit came to us for repair at Precision
camera, we estimated the total repair cost to be $283.50.  We spoke to a [redacted] from [redacted] who stated they
would not cover the repair.  We are
currently waiting on payment from Mr. [redacted] to begin repair.
 
Please feel free to
reply with any questions or concerns.
 
Thank
you,
 
[redacted]
Customer
Service Supervisor
Precision
Camera and Video Repair
[redacted]

Review: My camera was sent to Precision Camera for warranty work and they received it on July 11, 2014. After numerous attempts at trying to find out when it was going to be returned, I finally received a message after three weeks, saying the work was covered under warranty and would be fixed. The next day there was another message saying there were problems and that I needed to contact them. I have been sending emails and calling but getting no response from them what so ever. I also contacted [redacted], who are the one who contracts out to Precision Camera and they are trying to handle the issue also.I would like to hear back from Precision on what the problem is.Desired Settlement: I would like a new camera to replace the one I sent in to be fixed that was only two weeks old.

Business

Response:

Precision Camera received a [redacted] on 7/14. The camera was received with no proof of purchase so the unit was holding pending authorization on the estimate for repair. Customer contacted us on 7/31 stating that the unit was under manufacturer warranty. This was verified with [redacted] and the unit was sent to repair under the manufacturer warranty. A customer service agent left a message for the customer that the unit was covered under warranty. A request for a replacement was submitted to [redacted] on 8/1 due to parts availability for this model. The replacement was shipped by [redacted] and delivered to the customer on 8/11 under UPS tracking# [redacted]. We apologize that the customer was not contacted for payment when the camera was received. We do contact all our customer's for payment prior to the unit going to repair. Since the customer received a replacement this matter should be considered closed.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Although I find it very poor business practice that Precision Camera would not answer any of my calls or emails. It wasn't until I told them that I was contacting the Revdex.com that anything was done. And then it was [redacted] that contacted me, not Precision Camera. In my opinion they have a very poor business ethic..

Sincerely,

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.

Review: Review: On January 2016 I send my NEX-5T camera in for repair, On January 20, 2016 I checked their website updates with my camera. Courier left the package on top of the mail boxes in my apartment at 3.28 pm on 1/13/2016 since Precision camera didn’t include my apartment number on the shipping label. I checked the top of the mail boxes and no package or camera. I contacted the courier and they told me that they would check with the driver. The package was never found. I contacted Precision Camera and they would contact the courier to find out what happened. The courier declared the Camera was lost and at Jan. 27, 2016 closed the claim and advised Precision Camera about it. Precision Camera has not contacted me and I have tried to email them and called them but to no result. I current value of my camera is $921.60. The camera was still under warranty and less than a year old.Desired Settlement: Brand new replacement or reimbursement of current value of my camera.

Business

Response:

Good Afternoon,

Sony

has contacted Mr. [redacted] directly and offered a replacement camera. The issue has been resolved and we apologize

for any inconvenience we have caused the customer.

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:

###-###-####

CONFIDENTIALITY

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the intended recipient's and may contain confidential and privileged

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