- Posts: 8
- Joined: Thu Dec 06, 2018 10:59 am
- Real Name: Jean-David Delépine
I would like to tell about my issue with US support for my BMPCC 4K.
I think this camera is great, but I was hoping the device quality was going to be better than the original BMPCC (I own 3 of them). Unfortunately, it's not the case.
The first issue I had, is that when I opened the box the camera plastic cap was not on the lens mount, but rather down in the box. The sensor was full of dust. I had various issues with the camera shutting down by itself, and after a few weeks the only thing I had was a white screen, it began intermittent, but after permanent. Anyway, living in Mexico I sent my camera back to US support for warranty.
Once repaired, they sent it back to Mexico, they didn't declare it for customs as they should have. At least that’s what Mexican customs say. They informed me that the shipment only comes with an invoice with the USD 1295 value, and BM support didn't mention this was the return of a faulty product. Thus camera is now blocked in Mexican Customs, who want me to pay again the whole importation taxes I already paid (USD 370).
I really need BM US support to assist me in this issue, but they didn’t answer my last email. Joining US support by phone is really a pain, you will wait 10 or 15 minutes, and if they are not available, they won't call you back. I need them to confirm if they omitted to mention the camera was the return of a faulty product. I’m not telling they did something wrong, but I’m not sure they joined the documents they were supposed to.
Would anyone have an advice ? I feel desperate about this…
Jean-David
I think this camera is great, but I was hoping the device quality was going to be better than the original BMPCC (I own 3 of them). Unfortunately, it's not the case.
The first issue I had, is that when I opened the box the camera plastic cap was not on the lens mount, but rather down in the box. The sensor was full of dust. I had various issues with the camera shutting down by itself, and after a few weeks the only thing I had was a white screen, it began intermittent, but after permanent. Anyway, living in Mexico I sent my camera back to US support for warranty.
Once repaired, they sent it back to Mexico, they didn't declare it for customs as they should have. At least that’s what Mexican customs say. They informed me that the shipment only comes with an invoice with the USD 1295 value, and BM support didn't mention this was the return of a faulty product. Thus camera is now blocked in Mexican Customs, who want me to pay again the whole importation taxes I already paid (USD 370).
I really need BM US support to assist me in this issue, but they didn’t answer my last email. Joining US support by phone is really a pain, you will wait 10 or 15 minutes, and if they are not available, they won't call you back. I need them to confirm if they omitted to mention the camera was the return of a faulty product. I’m not telling they did something wrong, but I’m not sure they joined the documents they were supposed to.
Would anyone have an advice ? I feel desperate about this…
Jean-David