javierdpvelez wrote:I wanted to post this on here to just blow some steam and let you guys be aware of my experience in case one you guys fall into my situation.
I pre-order my MFT camera back in early December. I waited and waited but didn't complain too much as I understand the issues and figured there wasn't a better camera for me anyways so I might as well wait. And so I did. This morning my camera arrived. You can imagine how excited I was when I received it. First thing I did was pop a lens on. Except when I opened it I noticed a spec of debris on the sensor. You can imagine my horror at finding this. I turned on the camera and couldn't see anything on the monitor so I was calmed down but still, what to do about this debris in the sensor. I know sensors are sensitive so I looked in the manual and online for options. I could get a sensor cleaner for $60...you know what I rather not deal with this and bite myself in the butt. I'll just exchange it.
First thing I did was e-mail Helen this morning. Still haven't received a response though I imagine she is busy. Second thing I did was call Adorama, I assumed it would be easy to exchange, right? WRONG. I spoke to customer service and they told that I wouldn't be able to exchange it as there wasn't any MFT's available. I said ok but you must have some stock set aside in case one fails-NOPE. Alright, I'll wait for the next batch and exchange then-NOPE- "we can put you on the list but you have to give us the camera first." Alright let me speak to the supervisor. I get transferred to Susan the supervisor who repeats the same information- no cameras to exchange for as whatever they received was sent out and no way for me to be put on this line unless I return the product first. We went back and forth and no budge. Mind you I live in NYC not far from Adorama. I wouldn't mind having the camera for now, I don't mind waiting, and then exchanging it once they have more product. NOPE, not happening. Alright then will you give me a sensor cleaner for free? They sell them at Adorama for about $60- I didn't find it fair for me to pay for something when they provided me a product that was faulty- NOPE, can't do that either, they said if they did that then they would be held accountable if I broke it by accident.
All I heard was no, absolutely no budging,and no help for me, a customer who has been waiting more than 6 months only to receive a faulty product. All I was told is that they failed in not putting some aside in case a camera failed, and that they would be more than happy to put me on the list, just as long as I return it first. Then I'm at the mercy of however much longer I'll have to wait for the next shipment to come in. I don't understand why I have to give the product back before putting me on the list to receive another one to exchange for. I have a shoot tomorrow and now, a camera with debris on the sensor....thanks Adorama.
I work retail and I can tell you that if something like this happened with one of our products this absolutely not the service we would provide for a customer, especially for equipment used for a business. From this experience I don't think I'll ever shop at Adorama again.
Hopefully Helen will see this and maybe the Adorama gods will change their mind and actually help.
Hi Javier,
You might consider giving our support team a call. They could help you figure out if your camera is faulty or if there is a simple solution. The number for US support is +1 408-954-0500.
If the "debris" is not visible on your monitor or in your footage, you probably don't have anything to worry about though. Any dust around the sensor is sandwiched between two pieces of glass and shouldn't be able to move around, so it shouldn't trouble you in the future. If the dust is on top of the glass, that can be easily cleaned with a Q-tip or lens brush.
Fri Jun 14, 2013 6:16 pm
