Well, my Canon is back from Precision Camera. I spent a bit of time testing the repairs, and the camera seems to work OK. The shutter snaps, the dirt in the viewfinder is gone, the sensor remains undamaged. I'll be curious to see how many more images I'll get out of this beastie before it dies.
I have to hand it to UPS, it arrived when UPS said it would. I've previously enumerated my gripes with Precision Camera, so I won't belabor them here, but they could learn something from UPS. Though the repairs were satisfactory, they failed to live up to their hype. Next time I'll ship my camera directly to Canon.
© 2010 - Robert Lawton, all rights reserved
Thursday, September 23, 2010
Monday, September 20, 2010
Precision Camera Update: Shipped
Precision Camera's website now says they've shipped my camera (UPS ground, thank you very little). UPS says they've simply received "billing information".
So... last month Precision Camera takes an extra two days to acknowledge receiving my camera, but now they mark it "shipped" before UPS picks it up. Is this management's method to reduce turn-around times without actually making any performance improvements?
The adventure isn't over. I still have to receive and test the camera. Hopefully I'm just one post away from wrapping this up. So far I'm almost entirely unimpressed.
I still haven't heard back from Myles.
© 2010 - Robert Lawton, all rights reserved
So... last month Precision Camera takes an extra two days to acknowledge receiving my camera, but now they mark it "shipped" before UPS picks it up. Is this management's method to reduce turn-around times without actually making any performance improvements?
The adventure isn't over. I still have to receive and test the camera. Hopefully I'm just one post away from wrapping this up. So far I'm almost entirely unimpressed.
I still haven't heard back from Myles.
© 2010 - Robert Lawton, all rights reserved
Friday, September 17, 2010
Precision Camera Reply #3
 |
| Not Recommended |
In lieu of timely updates, I sent Myles an update request. He, after all, was savvy enough to give me a detailed update a few weeks ago. I think his response speaks volumes about my overall experience:
Good Morning Robert,
Thank you for your email. I have placed an inquiry for an estimated time of repair. I will have a response in approximately 24-48 hours, please contact us back at that time for an update. I apologize for any inconvenience this has caused.
Please feel free to contact us with any further questions or concerns.
Thank you,
Myles RaphaelIn keeping with the tradition established by Adam Savage and Jamie Hyneman, I'm prepared to say that the myths hyped on Precision Camera's website are now officially busted.
Technical Support Specialist
Precision Camera and Video Repair
Phone: 1-800-665-6515
Fax: 860-749-6878
www.precisioncamera.com
© 2010 - Robert Lawton, all rights reserved
Thursday, September 9, 2010
Precision Camera Update: Back in Repair
I noticed the Precision Camera website status for my Canon repair has changed from "on hold" to "in repair." Based on previous communications, this means the camera will need 3-5 more days for repair and about a week to ship... Precision Camera's website declaring a large inventory of spare parts and timely repairs notwithstanding.
All and all this is about double the boasted time. I don't yet know if they're going to fiddle with the price, nor have I yet assessed the repair's quality. I only call these into doubt because of the disconnect between Precision Camera's marketing and Precision Camera's performance.
© 2010 - Robert Lawton, all rights reserved
All and all this is about double the boasted time. I don't yet know if they're going to fiddle with the price, nor have I yet assessed the repair's quality. I only call these into doubt because of the disconnect between Precision Camera's marketing and Precision Camera's performance.
© 2010 - Robert Lawton, all rights reserved
Friday, September 3, 2010
Precision Camera Reply #2
I received another communication from Precision Camera. I don't recall sending them a follow-up to their original, nearly useless reply, so they're probably reading this blog. That's OK so long as the job gets done.
The e-mail came from Myles, and I sent him a thank-you note in return. Engineers named "Scotty" or "Myles" are OK in my book, but I'm a big Star Trek fan. ...but not big enough to dress up in costume.
I learned that yes, the problem was with the shutter assembly. Myles also found a problem with the P Fuse caused by my marveling overlong at the constantly clicking shutter. The P Fuse serves the shutter mechanism's motor drive (he didn't tell me that, I had to look it up). While I understand the logic, I don't understand why the shutter kept clicking if I'd damaged the P Fuse, but I'll just assume that he's replacing the P Fuse as a precaution, and that's OK with me.
He also noted my fresnel was scratched and dirty (yeah, and when you hit 45, I bet yours will be, too). I knew this already, but I didn't care as it doesn't affect the image. Myles stated he is replacing the fresnel, too. So long as it doesn't cost extra, I'm OK with that. Fixed, the camera is worth about $200, and that is what the repair is costing me (so far as I know, and not counting lost business).
Myles provided some other useful bits of information, too. For one, his e-mail included a warning about the damage a failed shutter assembly can cause the sensor if the camera isn't turned off immediately. At least I dodged that one.
More reassuringly, he noted that this type of repair is standard. Yay! He didn't explain why, if it's standard, they didn't have the parts on hand. ...not that an explanation would speed up repairs any.
I've been reading an online forum about Precision Camera (dated 2006) and came to the conclusion that they're pretty good - unless you own a Sony. However, that's more Sony's fault because Sony has been making some really crappy electronics for just over a decade. As one colleague described Sony - "they're hit or miss. If you get one that works, you're golden."
Myles didn't mention when the parts were due. That's OK, though. It leaves me with something to fuss about until I get my camera back.
© 2010 - Robert Lawton, all rights reserved
The e-mail came from Myles, and I sent him a thank-you note in return. Engineers named "Scotty" or "Myles" are OK in my book, but I'm a big Star Trek fan. ...but not big enough to dress up in costume.
I learned that yes, the problem was with the shutter assembly. Myles also found a problem with the P Fuse caused by my marveling overlong at the constantly clicking shutter. The P Fuse serves the shutter mechanism's motor drive (he didn't tell me that, I had to look it up). While I understand the logic, I don't understand why the shutter kept clicking if I'd damaged the P Fuse, but I'll just assume that he's replacing the P Fuse as a precaution, and that's OK with me.
He also noted my fresnel was scratched and dirty (yeah, and when you hit 45, I bet yours will be, too). I knew this already, but I didn't care as it doesn't affect the image. Myles stated he is replacing the fresnel, too. So long as it doesn't cost extra, I'm OK with that. Fixed, the camera is worth about $200, and that is what the repair is costing me (so far as I know, and not counting lost business).
Myles provided some other useful bits of information, too. For one, his e-mail included a warning about the damage a failed shutter assembly can cause the sensor if the camera isn't turned off immediately. At least I dodged that one.
More reassuringly, he noted that this type of repair is standard. Yay! He didn't explain why, if it's standard, they didn't have the parts on hand. ...not that an explanation would speed up repairs any.
I've been reading an online forum about Precision Camera (dated 2006) and came to the conclusion that they're pretty good - unless you own a Sony. However, that's more Sony's fault because Sony has been making some really crappy electronics for just over a decade. As one colleague described Sony - "they're hit or miss. If you get one that works, you're golden."
Myles didn't mention when the parts were due. That's OK, though. It leaves me with something to fuss about until I get my camera back.
© 2010 - Robert Lawton, all rights reserved
Wednesday, September 1, 2010
Precision Camera Reply #1
Today I received a reply from Precision Camera to my e-mail query regarding when I can expect my Canon back. The answer wasn't very precise. The parts should arrive in a week or two, and the repair may take another week after that. Thus goeth my September.
I found the reply itself more curious. First, they took overnight to reply. That's what it took the last time I sent them a question. This possible coincidence makes me wonder if their e-mail support group isn't located somewhere on the other side of the planet. That's not a bad idea, really. Unlike telephone support, I suspect most people can read English even if it's typed with an accent.
The real cause for my concern, however, is that at no point did the e-mail actually acknowledge the specifics of my repair job. In short, the reply looked very much like a form letter. Sure, form letters can be informative, but they aren't confidence inspiring, and right now, that's what I lack.
Given how little information the e-mail contained, they could have just as easily included this information with my camera's repair status. So, in addition to: "Repair is on hold, waiting for parts," they could have appended the useful detail: "expect a two week delay" and maybe even a "we're sorry for the inconvenience," too. At least then I wouldn't have bothered them with an e-mail.
I'd hoped the e-mail I received would have included information about what was wrong with my camera and assurance the could fix it for the price specified and that they typically don't run out of parts. As it is, at least "Monica" or Swati or whoever pushed the button to generate a standard response had the decency to include a nice, generic apology.
© 2010 - Robert Lawton, all rights reserved
I found the reply itself more curious. First, they took overnight to reply. That's what it took the last time I sent them a question. This possible coincidence makes me wonder if their e-mail support group isn't located somewhere on the other side of the planet. That's not a bad idea, really. Unlike telephone support, I suspect most people can read English even if it's typed with an accent.
The real cause for my concern, however, is that at no point did the e-mail actually acknowledge the specifics of my repair job. In short, the reply looked very much like a form letter. Sure, form letters can be informative, but they aren't confidence inspiring, and right now, that's what I lack.
Given how little information the e-mail contained, they could have just as easily included this information with my camera's repair status. So, in addition to: "Repair is on hold, waiting for parts," they could have appended the useful detail: "expect a two week delay" and maybe even a "we're sorry for the inconvenience," too. At least then I wouldn't have bothered them with an e-mail.
I'd hoped the e-mail I received would have included information about what was wrong with my camera and assurance the could fix it for the price specified and that they typically don't run out of parts. As it is, at least "Monica" or Swati or whoever pushed the button to generate a standard response had the decency to include a nice, generic apology.
© 2010 - Robert Lawton, all rights reserved
Subscribe to:
Posts (Atom)