Panasonic repair policy, a warning.

[Pinphot]

WT......I've managed to scratch the front element of my 12-35 f2.8 Panasonic quite badly, to the point of needing repair. I contact Panasonic UK who refer me to their repair service providers hoping for a not too crippling price for replacement of a fairly easy to service part.
The reply I have received this morning is utterly shocking:

"Hi Mark
Thank you for your email
I am sorry, but these lenses are not repairable to component level. They are a “service exchange” via Panasonic only
The cost for a service exchange runs at around £650.00 plus vat.
Kind regards"

What the hell? With sales tax, they're asking £780.00. I can buy that lens retail for much less, without having to return my old one for exchange. I obviously don't know whether this policy applies to all their 'professional grade' lenses, or other markets, but if so so, Panasonic have certainly lost me as a customer for their expensive lenses in future.

I understand that Panasonic are concerned about their market penetration, especially regarding takeup by professional photographers like myself? With repair and exchange policies, (at least in the UK), like that, is it any wonder that professional users are so reluctant to consider them as a viable alternative to Nikon and Canon where comprehensive component level repairs are available on most of their recent equipment? I don't know whether Panasonic monitor these forums or not, but they've really got to up their game if they want to be taken seriously, especially seeing as how Nikon and Canon are rumoured to be getting ready to seriously enter the mirrorless market sometime next year?

I'm now off to find a used Olympus 12-40, as Panasonic aren't getting another penny of my lens spend.

 

[Ronald M]

I suspect it costs lots of money to set up a repair facility and parts. They would rather lose a customer .

Their choice, but a shame you found out the hard way.

My local store will not carry certain brands because of no future compatibility and other repair issues. They choose not to loose customers.

 

[BillBingham2]

NPS (Nikon Professional Service) is the Gold Standard over on this side of the pond, or at least it was. It costs a lot to set up and maintain, but makes a difference.

My late Brother-In-Law bought a Sony Vaio some years back. It was cool, great specs, size, everything was competitive with all the leading manufacturers. Well after about 15 months it burped and needed service. Called Sony and was told it would take over two weeks once they got it. No local service. That was the last time he bought any Sony product. That was his only laptop and his life/job was on it.

You might try calling back and ask to speak to a manager (not supervisor). Then point them to the street price vs their repair price. May not get anywhere, but it might be fun.

They want pros, they need to do more than lip service. Take a look at iFixit.com or reach out to the folk at LensRentals.com to see what they think.

There's some legislation over here about requiring companies to sell parts to people who want to fix their own stuff. Not sure where it stands today, but I hope it passes.

Keep us in the loop as to how you make out.

B2 (;->

 

[Arved]

NPS (Nikon Professional Service) is the Gold Standard over on this side of the pond, or at least it was....

Well, Nikon cutting off availability of repair parts, even to Authorized Nikon Repair Centers, has certainly changed that.

My wife has an old Canon P&S. About 3 years after the warrenty expired, her camera quit working. With nothing to lose, I called Canon asking how it could be repaired. They replaced it. No charge. "Thanks for being a loyal Canon customer." (I've shot Nikon for roughly 40 years).

There's some legislation over here about requiring companies to sell parts to people who want to fix their own stuff. Not sure where it stands today, but I hope it passes.

I believe the auto industry is required to support cars for a minimum of 10 years. Most do more, but if the same rule applied to all consumer products, I'd be a happy camper. Try replacing a logic board on an out-of-warrenty kitchen appliance, like a stove or dishwasher, or heaven forbid, a washing machine. Remember those commercials for Maytag, where the repairman is bored because they don't break down? Now he's bored because he can't get parts, or if he can, it's no longer economical to repair. "Planned obsolescence" has gone on to the next higher level.

All the best,
- Arved