Advice - UMP dead after 1.5 years - Support declining to help.

[tremblingwater]

Hello all,

Hope everyone is good. Not usually a talker on here, more of a reader. However I would love some advice/tips.

My UMP bit the dust last week during a shoot. Was disheartening but also very embarrassing in front of clients. Camera was working fine when all of a sudden it died and then refused to turn on again (fans booted up).

I sent it back and just got word from them. It seems like it's a sensor issue and it wouldn't be economical for them to repair it. They're not offering a replacement or an incentive/discount, repair - basically nothing. Just that they can dispose it for me.

The camera was well cared for and evidently not user error. Now I know the warranty is only for a year (that's unfortunate to begin with) but surely a sensor should last more than a year and six months.

Does anyone have any advice because surely there's something I can do? I'd love to have something to present an argument with opposed to just pleading hoping they'd help me out.

This sort of answer, in my book, is terrible customer service. Just a little stuck and could use some opinions.

Thanks so much

Edit - including email for transparency. I'm also located in Canada now. BMD California has the unit.

I just got an update at the same time your message came in and it looks like after swapping the main circuit board we are not able to repair the issues with the sensor. Since the sensor cost more that the entire camera this is beyond economical repair for us. We can go ahead and send it back to you as is or dispose of the camera for you. Please let me know how you would like to proceed

[jambredz]

Yeh this is terrible customer service IMO. There has to be some way of BMD dealing with this apart from disposing of a 6 grand camera. DO they think this is some kind of throw away cam for that kind of $$ ?! Madness. I dunno man...its stuff like this that makes me say my UMP g2 and P4k may just be my last BMD cams. Love the cams and have been a customer since the first camera.... but if BMD act like this...they are going to lose customers.

Sorry I don't have any advice to help.

[Denny Smith]

Yes, bad news. You could try contacting BMD Support directly, and see what they say, you do not have anything to loose, only gain.
A pro camera like the UMPro should not die after 18mo this use.
Cheers

[GeranSimpson]

I would be upset, too, but more-so that it only lasted 1.5 years and not that they aren't offering any help. 5K is not cheap for most of us on here to invest in, but it's also bottom dollar when it comes to cinema cameras. The price we pay for having affordable access to raw recording is a 1 year warranty. We are lucky it's even that, IMO. The sensor is these cameras. It going out is like the engine on a Mitsubishi Mirage blowing up.

To put things into perspective, all of my "professional" gear that I bought as the cheapest option has failed me. Monitors, cables, batteries, brackets, stands, arms, hardware etc. All the cheapest options - I might as well bought them as disposable.

I'm not saying the UMP is disposable, but there are hidden costs when you're getting so much for so little. Sorry for your loss. Hope you find a replacement (or two) soon.

[RomanStone]

I would be upset, too, but more-so that it only lasted 1.5 years and not that they aren't offering any help. 5K is not cheap for most of us on here to invest in, but it's also bottom dollar when it comes to cinema cameras. The price we pay for having affordable access to raw recording is a 1 year warranty. We are lucky it's even that, IMO. The sensor is these cameras. It going out is like the engine on a Mitsubishi Mirage blowing up.

.

That's ridiculous. If you can't put out a product that losts longer than 1.5 years for 5 grand then don't put one out at all or at least hold yourself accountable. If you are going to advertise yourself as a company that provides cameras for professional use the put your money your mouth is.

This whole "well, it's the cheapest option so.." rhetoric is absolute bunk and its what allows BM to get away with the (lack of) customer service they provide. I feel for the OP, what a horrible experience to have in front of clients.

[Ryanite]

perhaps there is some sort of minimum warranty law you could leverage where you're from? 1 year warranty on an expensive electronic seems really short.

[paulrossjones]

I don't know what the consumer laws are like in the UK, but here in New Zealand we have the consumers guarantees act that says that a product should last a reasonable time for its intended purpose, and you can lodge a claim to argue this. Apple computers had a run in with this law when people who didn't buy their extended warranty but computers had issues well past the 1 year included warranty - the act said apple had to repair, so now there's little reason to buy the 3 year extended warranty anymore as a computer should just last that long...
Personally , I hate it that products don't last very long in general. I have a 30" dell monitor that one of the light tubes in the back stopped going, but dell said the whole monitor needed replacing. More shit in the rubbish for the planet.

Paul

[polaroid22]

Warranty or not, thats complete bullshit and unacceptable! Bm should sort this out!
If this would happen to me, I would be bankrupt and would get a job in something else.

[EYu]

That's ridiculous. If you can't put out a product that losts longer than 1.5 years for 5 grand then don't put one out at all or at least hold yourself accountable. If you are going to advertise yourself as a company that provides cameras for professional use the put your money your mouth is.

This whole "well, it's the cheapest option so.." rhetoric is absolute bunk and its what allows BM to get away with the (lack of) customer service they provide. I feel for the OP, what a horrible experience to have in front of clients.

100% agree. The Rhetoric that "it's cheap so..." is absolutely rubbish.
I'm not sure we know the whole story. My expectation is that BMD support will quote for a repair that might not be in the ballpark that the OP wants to pay or is trying to get it replaced or repaired without pay.
I had my BMCC sensor failed way back when and it was 2+ years old at that time. I called BMD and they had me send it in for repair. It cost me a pretty penny to repair because it was out of warranty but they did repair it. The BMCC was still being marketed then. As far as I know, the time that the manufacturer may not be able to repair is when the product is no longer being manufactured.
However, if what is said by the OP is truly the case, contact your local consumer protection agency and get their advice and assistance. That's what I would do.

[Flabasha]

Just make a stink about it on the major Blackmagic Facebook groups. I've seen them respond quickly when something starts picking up steam on social media. Then, for the low price of your camera, they can turn negative PR into positive PR. You've made it worth their money.

[M&M's]

Nothing I can add here except to add my name to the weight of protest to BMD.

BMD - you are better than this !! BMD Don't let yourself down.

18 months for a multi thousand dollar camera is completely unacceptable.

To the OP, as others have stated try your consumer protection laws on minimum warranty. Seems your only chance. It is disheartening that BMD won't look after the very people who make them successful ............. Talk about bite the hand that feeds you.......


Edit.. Come to think of it, I can't recall ever reading about a camera that failed due to sensor issues. Not saying it's never happened, just that I can't recall ever having read a tale of woe about a camera that just suddenly died because of a sensor issue. Clearly not worth the money but it would be interesting to get that camera back and get an independent tech to go over it to find out what the real cause of failure is. Do you really think BMD are going to tell the customer "yeah our ver 1.0b circuit boards are dodgy as hell and that's why the camera failed"

[Taikonaut]

Its part of the reason why I stopped doing freebies years ago. Not that it happen to me but it is what if my gears failed for whatever reason during a shoot. Now I add the cost of gear hire in addition to normal rate.

[Robert Niessner]

Please post this also on the official BMD Forum to make some noise. If then there is no reaction from BMD officials, we all can spread the story to the specialized news media. I will help with contacting Slashcam.de the biggest German website. I am sure others will have contact to newsshooter.com and other.

[M&M's]

100%- this needs to be published far and wide to shame them into doing the right thing. It is us with our hard earned money who make them successful.

COme on BMD - YOU CAN DO BETTER THAN THIS !!

[Michel59]

Sensor issue ? Really ?

Hello all,

Hope everyone is good. Not usually a talker on here, more of a reader. However I would love some advice/tips.

My UMP bit the dust last week during a shoot. Was disheartening but also very embarrassing in front of clients. Camera was working fine when all of a sudden it died and then refused to turn on again (fans booted up).

I sent it back and just got word from them. It seems like it's a sensor issue and it wouldn't be economical for them to repair it. They're not offering a replacement or an incentive/discount, repair - basically nothing. Just that they can dispose it for me.

The camera was well cared for and evidently not user error. Now I know the warranty is only for a year (that's unfortunate to begin with) but surely a sensor should last more than a year and six months.

Does anyone have any advice because surely there's something I can do? I'd love to have something to present an argument with opposed to just pleasing hoping they'd help me out.

This sort of answer, in my book, is terrible customer service. Just a little stuck and could use some opinions.

Thanks so much

" IT SEEMS LIKE A SENSOR ISSUE " ..... it is NOT a Serious Answer from any Technical Service ... They should know EXACTLY what is the Problem .. It IS a Sensor Issue or NOT ...
The Sensor is located on the front of the Camera , and should be Easily Replaceable ... A sensor is a rather Expensive Component , but not THAT MUCH .. Not the value of the whole Camera ..
If the Main Board or another board is in Fault , it should also be Replaceable ..
I like Electronics , build , and sometimtes have to Fix some problems , and I know you MUST BE VERY METHODIC when you are searching for a trouble , you never know AT FIRST what is the problem ..
Most of the Time , your first Idea reveals to be completely Wrong .. and often the problem is a simple and minor problem .. There are Methods to Track the fault ..
When we buy any expensive equipment , It is IMPORTANT , for Peace of Mind , to be Sure that the Equipment can be repaired , whatever is the problem ..
BM should Take Care , because it's Easy ( and Fast ) to damage an Image ..

I hope your problem will be FIXED .. It is IMPORTANT .. For You , and for Anyone of US ..

GOOD LUCK / With my Best Regards from France / Mike ..