Hi Angus,
Unfortunately we are not covering the cost of shipping for an RMA booked for the blooming effect. Let me rephrase my earlier statement to clarify my meaning. This effect is not deemed a defect in the camera, and as stated previously, this is an inherent nature of CCD and CMOS sensors. We recognize that in some workflows this effect can occur, and if this occurs in a customer's workflow and they wish for us to address this, we can work to minimize this effect as much as possible but will not be able to eliminate it entirely. Through the recalibration process, we believe the effect will be minimized to a level the customer will deem acceptable in these particular workflows. However, "acceptable" in these terms is always subjective.
If you would like to go ahead with the RMA process I can get that set up for you. We would ultimately love for you to continue using our camera, but if you prefer to return to your reseller, we do understand.
Best Regards,
Sarah Jones
Support Representative
Blackmagic Design Inc.
http://www.blackmagicdesign.com Ticket History
Angus Lyne (Client) Posted On: 05 September 2013 12:55 PM
Your statement "The recalibration process should minimize this effect to an
*acceptable* level" shows that you are acknowledging that currently the
cameras are exhibiting an effect that is 'unacceptable'... And I agree it
is unacceptable. It is a defect in your product and I should not be
required to pay return shipping for something that is defective.
I really like the camera other than the blooming, and I do not want to have
to return it to B&H for a full refund.
So keep in mind that my experience with the Pocket Camera (and your
customer support) will dictate whether I recommend or discourage
my colleagues (and the public) from using your products. And it will also
be a major deciding factor in whether or not I will keep my order for the
4K camera, or ever buy another product from Blackmagic again.
Blackmagic is gaining a lot of negative momentum with all the product
delays and defects. I recommend that you do everything possible to not add
to this negative public perception.
I want to see Blackmagic succeed. But I can't do business with a company I
feel I can't trust to take responsibility for their mistakes and defective
products.
So please take responsibility for this and make it right. I really truly
want to be a loyal and supportive customer. So give me a reason to be that.
Sincerely,
Angus Lyne
Sarah Jones (Staff) Posted On: 05 September 2013 12:12 PM
Hi Angus,
This blooming effect is inherently the nature of sensors if elements in a shot are overexposed (i.e. sun glinting off a surface or a bright headlight rolling by), and the effect can be minimized as much as possible but never truly eliminated. The recalibration process should minimize this effect to an acceptable level.
If the bloom is an issue to a particular workflow we are happy to book an RMA and recalibrate it in our labs as a courtesy. This process is voluntary, and you would be required to pay the cost of shipping to the local support office. If you are concerned about timing for the possibility of a return to your reseller, I couldn't really sway you one way or the other on this and the decision would be up to you on how you would like to proceed. I will let you know that it's going to be a few days before we could book an RMA as our lab gets everything squared away logistically to handle the recalibration process.
Just let me know if you would like to go ahead with booking an RMA and I can get you the appropriate paperwork to fill out.
Angus Lyne (Client) Posted On: 05 September 2013 11:37 AM
Subject/Title: Pocket Cinema "Blooming" Sensor
Driver Version: ?
OS Version: 7
Product Series: Blackmagic Cameras
Product: Blackmagic Pocket Cinema Camera
Enquiry: I just saw the update from Kristian Lam about the "Blooming Sensor". And I would like to have my camera 're-calibrated'... My only concern is that Kristian's response seemed to be rather vague as to whether this would actually fix the problem or not. And if I send my camera in for re-calibration my 30 day window for returning the camera to B&H will likely be closed by the time I get the camera back from you.
So can I count on you to fix the problem whatever it takes?
First Name: Angus
Last Name: Lyne
Company: Corrupt Frame, Inc.
Email:
Phone Number:
Country: US
Angus Lyne (Client) Posted On: 05 September 2013 11:23 AM
Subject/Title: Pocket Cinema "Blooming" Sensor
Driver Version: ?
OS Version: 7
Product Series: Blackmagic Cameras
Product: Blackmagic Pocket Cinema Camera
Enquiry: I just saw the update from Kristian Lam about the "Blooming Sensor". And I would like to have my camera 're-calibrated'... My only concern is that Kristian's response seemed to be rather vague as to whether this would actually fix the problem or not. And if I send my camera in for re-calibration my 30 day window for returning the camera to B&H will likely be closed by the time I get the camera back from you.
So can I count on you to fix the problem whatever it takes?
First Name: Angus
Last Name: Lyne
Company: Corrupt Frame, Inc.
Email:
Phone Number:
Country: US
Ticket Details
Ticket ID: BBF-148-77662
Department: Support
Type: Issue