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  • Blackmagic support is funny. Not.

    I'm a longtime Blackmagic camera user but I have to say, their customer support is kind of ridiculous.


    Are they seriously asking for a video when someone tells them that their camera has a problem instead of just issuing an RMA?


    Personally, I was screwed 1 day before leaving for NY (I'm from Europe) when I found out that the DC input (nor usb-c) isn't working (I was using LP-E6 chargers up to that point), so instead of having the camera with me I had to travel without it and rent locally, but that's not the problem.

    The problem is that they request footage of the issue when the camera is boxed and ready to RMA, and I'm in another continent (and will be away for more than a month).



    Should I just contact Paypal and make a dispute?

    The camera was originally bought from Photocine in Paris, but it is my understanding that they aren't involved in the return/ replacement process, am I assuming correctly?



    Any other recommendations, since having my 75 year old parents (or girlfriend, or friends, etc) re-opening the box, and try to record the issue isn't a valid option.


    Any help or recommendation before exploding would be greatly appreciated.

  • #2
    Most retailers will offer a swap over period if you have a dud camera, something between 14 days and 30 usually.

    Is the camera bought within that period ?

    If it's outside of that period then the repair / replacement is on BMD. Have you tried going back to them to explain the situation ? That your issue is with a power connector and not the cameras recording capabilities ? Seems like there's a mmi-understanding there...

    JB

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    • #3
      Thanks for the reply JB

      That's what I was most frustrated with, why waste more time to make a video showing the camera not charging, do I actually have to prove my camera has a problem? Have we reached that level of idiocracy?

      Unfortunately I'm at about 40 days now (bought in 4/4/19), I've also tried contacting the retailer I bought it from and waiting for their answer.

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      • #4
        Have you gone back to them ? Or is this just the initial response. I find it hard to insist they are asking for a video file for an issue to do with the power input. Which office are you dealing with ?

        JB

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        • #5
          I'm still waiting on their follow up, I was honestly just dumbfounded by the proposed process and was wondering if I had another option or if this is common practice from their customer support? If it was a weird or complex issue I'd understand and even appreciate their reply, but for a charging issue?

          In any case, I'll wait and see. Thanks again JB, didn't want to create any confusion, I was just trying to understand my options since I never had a similar experience with Blackmagic.


          I wouldn't want to name the person I'm talking to publicly, but the message was the following:

          "HI,

          Thank you for contacting Blackmagic Support.

          Sorry to hear about what you are experiencing with your camera.

          In order for me to understand and isolate what you are experiencing further can you send me a quick video from a phone or similar displaying the behaviour?

          Once I have the above I would be happy to assist you further.

          Kind regards"

          Comment


          • #6
            I had similar experience recently, but with DJI support. My Ronin S stopped working, they asked me for video which I did. Sent it for RMA, it came back after one month and they told me the gimbal is completely fine. My vendor told me, that this is common with DJI. If you really want to have proper RMA, you need to do better video...what?..but my vendor already experienced that DJI told them that product was completely fine but they repaired it but did not admit it. Fortunately it was same for me. They repair it. I believe this video thing is normal today.

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            • #7
              Thank you for your input, well I guess lesson learned.

              Just record a video showing the problem [ideally BEFORE leaving for another continent ]

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              • #8
                I had also the "oportunity" to deal with their support and must say it was DISAPPOINTING. Gave up, bought another brand and moved on.

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                • #9
                  In my opinion it's on the dealer to help out. Twice I've had issues - one with a Moza Air gimbal and recently with my BMD PCC4K. Both times I took the equipment into the dealer for tech support. On the Moza they gave me a complete product swap to a different brand (plus a partial refund!), on the BMPCC4K, they saw what the problem was (with me present) and sent the camera back to BMD for me.
                  Dealer was CVP.

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                  • #10
                    I understand this is all anecdotal but I own dozens of BlackMagic products. I would place their customer service second to only Apple in how well they help resolve any issues. This is to say I’ve been genuinely shocked at how good they are. I guess mileage may vary.

                    Comment


                    • #11
                      Originally posted by kgimedia View Post
                      I understand this is all anecdotal but I own dozens of BlackMagic products. I would place their customer service second to only Apple in how well they help resolve any issues. This is to say Iíve been genuinely shocked at how good they are. I guess mileage may vary.
                      Just like restaurants, I just always remind myself "how often do people go out of their way to voice when they've had a NORMAL customer service experience?"

                      Outside of Apple, because Apple hardcore fans regularly need to stroke the Apple ego...

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                      • #12
                        If you are in Europe, contact support-emea@blackmagicdesign.com
                        Camera will go to the UK. Usually they will arrange the shipping.
                        Aleksandar Bogdanov

                        Comment


                        • #13
                          Originally posted by jpblack View Post
                          I'm still waiting on their follow up, I was honestly just dumbfounded by the proposed process and was wondering if I had another option or if this is common practice from their customer support? If it was a weird or complex issue I'd understand and even appreciate their reply, but for a charging issue?

                          In any case, I'll wait and see. Thanks again JB, didn't want to create any confusion, I was just trying to understand my options since I never had a similar experience with Blackmagic.

                          I'm sorry, I misunderstood.

                          I thought they were asking for video from the camera for a fault to do with external powering.

                          What they want is you showing what's happening as you try to power the camera externally.

                          I can understand them wanting to exhaust all options before you ship it to them. My first job was working in a photo camera store. People used to come in with broken cameras asking for them to be sent for a repair. The first thing I'd ask was "have you changed the batteries?" and I'd start changing the battery from the floor stock. They's answer, "YES I tried that it's still not working". As a game I would try and have the battery changed by the time they said YES and about 70% of the time I'd hand them the camera now working.

                          There were seemingly hundreds of posts here when the first Ursa were shipped because people "lost" the status info on their screens and couldn't get it back.

                          The reason it's egregious is that you asked for an RMA, packed it up and then left for another country before going through the RMA process. I'm sure it's frustrating for you.

                          Have you tried explaining that it would be difficult for you to supply the video ? Have they refused to accept it ?

                          JB

                          Comment


                          • #14
                            Thanks for everyone's input, just wanted to share an update to my situation.

                            So, apart from the original strange request for a video, everything else went exceptionally well, and Blackmagic was very helpful and acted very fast in order to make this right. They payed for overnight shipping to the UK with DHL and sent a replacement camera after confirming the problem 2 days later.


                            Being a longtime Blackmagic fan, this makes me very happy since as most people are aware, having a trusted customer service can go a long way when choosing a camera.


                            And thank you JB for your input. I understand that they have to exhaust their options, and me finding out about the problem 1 day before I leave for a longterm project to another continent wasn't Blackmagic's fault. Btw, I didn't even have time to request an RMA before I leave, I just packed it and left it there in order to be shipped, I had to go through the RMA process while already in the US.

                            The problem is that when I'm asking for a return after having explained the issue in my original e-mail -where I described literally everything there was to describe since I had already tried any possible combination of different lp-e6 batteries (genuine, not genuine, and even a newer genuine lp-e6n), external power solutions (wall charger, usb-c, v-mount, etc), or even tried the different continent plugs with adapters just in case, and there was no reaction of the camera- I expected it to be pretty clear, the camera was working with lp-e6 batteries but wasn't reacting in any other form of external power. To be honest, after having this unpleasant incident and explaining clearly the problem, to be requested with a video showing absolutely nothing (as I explained to them there was just no reaction from the camera), felt a bit like an automated reply instead of someone who has actually read your e-mail, and since I was on a busy schedule I didn't have time to waste in any kind of back and forth conversation, just wanted to go through the RMA process and be done with it.

                            In any case, thankfully after explaining why I can't make a video and that the camera is ready to be shipped, everything went better than expected and the new camera is now waiting for me back home, let's hope this one is a keeper

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