JVC Quality at DVinfo.net

John Schlesinger · January 31st, 2006, 05:51 AM

Just wondered how many other people received their HD100 broken/defective in some way? I am new to pro JVC and was surprised to find that the lens had quite a lot of dirt inside.

Was yours defective, and if so what did you do about it. It seems that I have seen people discuss exchanging their cameras because of SSE. I don't live in Hollywood, NY etc. so driving down to exchange it wasn't possible. I am nervous though because I was told to send it to their repair facility and was told they hadn't worked on one yet so mine is going to be a learning experience. It has 0 drum and 0 unit hours, when I sent it in.

How do you get in touch with someone in JVC Sales, any contacts? Of course I hope to be pleasently surprised when mine is returned. That is I hope it's mine. I will post my follow up here when I get it back. I was planning to do a whole web site devoted to my whole JVC experience but I will have little to talk about other than this but maybe that is usefull to so that people can see how good/bad their support is which remains to be seen.

Paul Jefferies · January 31st, 2006, 06:13 AM

Hi,
Thought you might be interested in my JVC sales story. Want to buy an HD100 within next 3-4 weeks. Emailed UK sales twice with a couple of queries. No reply. Send follow up email, with a complaint about lack of response. This generates an apology, and a request for further information so that they can reply to my email. I send further information, since then... no reply at all. Seeing as one of my enquiries concerned getting a list of authorised dealers (Not asking too much, is it?) it has dented my confidence in JVC. Added to that the fact that the battery promotion in the USA is not available to UK customers, I am beginning to wonder if the HD100 is the camera for me or not...

Mike Marriage · January 31st, 2006, 09:04 AM

Paul, I would give JVC a call with the number on their website. Their emails are a little slow, but they answer the phone and there aren't too many levels of automated options to sit through.

Proactive have a good price on the HD100 and 101. I am getting another quote through this afternoon, so I'll see what that is like. I am also looking at the Pro-X battery kit, half the price of the IDX!

Carl Hicks · January 31st, 2006, 09:56 AM

Hi John,

Here's a few points that might help:

1. First, be aware that JVC Professional offers a 30 day initial failure on all of our products. If you've had the camera less than 30 days, and there is a real problem with it, then it can be replaced. Here is a link for the details on this policy: http://pro.jvc.com/prof/support/pepolicy.jsp.

Also, technical support is available at 1-800-582-5825, 9AM to 5PM EST.

2. If you will give me your location, then I can put you in touch with the district sales manager for your area. Having the local district sales manager involved is by far the best way to get help resolving any issues.

3. Also give me the name and location of the dealer you bought from. If bought from a distant dealer, then there may be a different district sales manager to contact.

As district sales managers, we all try to be very accessable to our customers.

Regards,

Carl Hicks
JVC Professional Products
District Sales Manager for Texas, Oklahoma, Louisiana, and Arkansas

Albert Henson · January 31st, 2006, 05:54 PM

There is the possibility that you received a refurished hd100. There were a lot from the initial line returned, and if you tracked serial numbers in your area-you would have likely found the returned cameras in many dealers rental departments. Some however found their way back onto the street.
Take advantage of the 30 day return policy and high tail the camera back to the dealer for an exchange.

You might want to see if the drum hours accumulated on the camera add up to the actual hours you have been shooting with the camera. This could indicate if the camera had a previous owner.

John Schlesinger · January 31st, 2006, 08:06 PM

No I never logged more than an hour myself and there were none on it when I got it.

I am waiting to get the camera back from repair. It was purchased from beach camera in new jersey partly as a christmas gift and the 30 days had come and gone. Then I went on vacation for 2 weeks and started testing it upon my return. I should have waited till January.

Of course I assumed they tested it before it was shipped, so I never thought I needed to test it. When I get it back I will run it through everything. But you can't check everything.I usually avoid buying things around christmas for this reason but oh well, I am hoping JVC will get everything right. I should be getting it back soon. I'll post my results here in the forum. I am amazed how many reads this is getting. Check back to see how it works out.

Chris Hurd · February 1st, 2006, 12:41 AM

Are you interested only in lodging a complaint, or are you actually interested in getting some results to get your situation resolved? Did you read the reply from Carl Hicks above? Are you planning to follow through with his response?

Daniel Patton · February 1st, 2006, 01:09 PM

Carl, I emailed you, we are in a bad way here with ours. I look forward to working with you and finding a solution.

John Schlesinger · February 1st, 2006, 04:49 PM

Chris - As stated previously, I believe it is being resolved by their customer support presently. Yes, I read Carls reply and if you read my response you would know that I am pursuing a solution with JVC Support.

I won't bother Carl unless I have a continuing problem. I appreciate his offer for help if it is needed. Nice to see JVC reps here - adds a personal touch.

Carl Hicks · February 1st, 2006, 10:44 PM

Daniel,

I'm e-mailing you off-line the contact info for the District Sales Manager that handles the dealer you bought from. Since you did not buy from a local dealer, the it is a different person than the one that covers your local area.

Regards, Carl

Michael Maier · February 2nd, 2006, 05:39 AM

Quote:

Originally Posted by Mike Marriage

I am also looking at the Pro-X battery kit, half the price of the IDX!

I haven't heard of this Pro-X battery option for the HD100. Got a link? How long does it last and can you power other stuff from it?

Mike Marriage · February 2nd, 2006, 06:00 AM

I am checking out the Pro-X kit next week. It is about half the price of IDX kit and goes up to 90WH. You can buy from TNP in the UK.

I can't find the Pro-X page anymore from google though...

Michael Maier · February 2nd, 2006, 06:37 AM

Thanks. I will check it out.

John Schlesinger · February 16th, 2006, 11:43 PM

The issue is not yet resolved. I will have a complete report if it is ever resolved.

Quote:

Originally Posted by John Schlesinger

Just wondered how many other people received their HD100 broken/defective in some way? I am new to pro JVC and was surprised to find that the lens had quite a lot of dirt inside.

Was yours defective, and if so what did you do about it. It seems that I have seen people discuss exchanging their cameras because of SSE. I don't live in Hollywood, NY etc. so driving down to exchange it wasn't possible. I am nervous though because I was told to send it to their repair facility and was told they hadn't worked on one yet so mine is going to be a learning experience. It has 0 drum and 0 unit hours, when I sent it in.

How do you get in touch with someone in JVC Sales, any contacts? Of course I hope to be pleasently surprised when mine is returned. That is I hope it's mine. I will post my follow up here when I get it back. I was planning to do a whole web site devoted to my whole JVC experience but I will have little to talk about other than this but maybe that is usefull to so that people can see how good/bad their support is which remains to be seen.

Robert M Wright · February 16th, 2006, 11:54 PM

For what it's worth, I purchased a used HD10U last year. The camcorder works fine, but the previous owner had misplaced the disk with the capture utility software. I tried emailing JVC support twice about how to go about obtaining a copy, but got absolutely no response.

January 31st, 2006, 05:51 AM	#1
John Schlesinger New Boot Join Date: Aug 2005 Posts: 18	JVC Quality Just wondered how many other people received their HD100 broken/defective in some way? I am new to pro JVC and was surprised to find that the lens had quite a lot of dirt inside. Was yours defective, and if so what did you do about it. It seems that I have seen people discuss exchanging their cameras because of SSE. I don't live in Hollywood, NY etc. so driving down to exchange it wasn't possible. I am nervous though because I was told to send it to their repair facility and was told they hadn't worked on one yet so mine is going to be a learning experience. It has 0 drum and 0 unit hours, when I sent it in. How do you get in touch with someone in JVC Sales, any contacts? Of course I hope to be pleasently surprised when mine is returned. That is I hope it's mine. I will post my follow up here when I get it back. I was planning to do a whole web site devoted to my whole JVC experience but I will have little to talk about other than this but maybe that is usefull to so that people can see how good/bad their support is which remains to be seen.

January 31st, 2006, 09:56 AM	#4
Carl Hicks JVC America Join Date: Mar 2005 Location: McKinney, TX Posts: 516	JVC Support Hi John, Here's a few points that might help: 1. First, be aware that JVC Professional offers a 30 day initial failure on all of our products. If you've had the camera less than 30 days, and there is a real problem with it, then it can be replaced. Here is a link for the details on this policy: http://pro.jvc.com/prof/support/pepolicy.jsp. Also, technical support is available at 1-800-582-5825, 9AM to 5PM EST. 2. If you will give me your location, then I can put you in touch with the district sales manager for your area. Having the local district sales manager involved is by far the best way to get help resolving any issues. 3. Also give me the name and location of the dealer you bought from. If bought from a distant dealer, then there may be a different district sales manager to contact. As district sales managers, we all try to be very accessable to our customers. Regards, Carl Hicks JVC Professional Products District Sales Manager for Texas, Oklahoma, Louisiana, and Arkansas

January 31st, 2006, 08:06 PM	#6
John Schlesinger New Boot Join Date: Aug 2005 Posts: 18	Waiting to be returned from repair No I never logged more than an hour myself and there were none on it when I got it. I am waiting to get the camera back from repair. It was purchased from beach camera in new jersey partly as a christmas gift and the 30 days had come and gone. Then I went on vacation for 2 weeks and started testing it upon my return. I should have waited till January. Of course I assumed they tested it before it was shipped, so I never thought I needed to test it. When I get it back I will run it through everything. But you can't check everything.I usually avoid buying things around christmas for this reason but oh well, I am hoping JVC will get everything right. I should be getting it back soon. I'll post my results here in the forum. I am amazed how many reads this is getting. Check back to see how it works out.

February 1st, 2006, 12:41 AM	#7
Chris Hurd Obstreperous Rex Join Date: Jan 2001 Location: San Marcos, TX Posts: 27,368 Images: 513	Are you interested only in lodging a complaint, or are you actually interested in getting some results to get your situation resolved? Did you read the reply from Carl Hicks above? Are you planning to follow through with his response? __________________ CH Search DV Info Net \| 20 years of DVi \| ...Tuesday is Soylent Green Day!

February 1st, 2006, 01:09 PM	#8
Daniel Patton Major Player Join Date: Apr 2005 Location: Knoxville TN Posts: 589	Carl, I emailed you, we are in a bad way here with ours. I look forward to working with you and finding a solution. __________________ Our eyes allow us to see the world - The lens allows others to see the world through our eyes. RED ONE #977 Last edited by Daniel Patton; February 1st, 2006 at 02:14 PM.

January 31st, 2006, 06:13 AM	#2
Paul Jefferies Major Player Join Date: Nov 2005 Location: Croydon, England Posts: 277	Hi, Thought you might be interested in my JVC sales story. Want to buy an HD100 within next 3-4 weeks. Emailed UK sales twice with a couple of queries. No reply. Send follow up email, with a complaint about lack of response. This generates an apology, and a request for further information so that they can reply to my email. I send further information, since then... no reply at all. Seeing as one of my enquiries concerned getting a list of authorised dealers (Not asking too much, is it?) it has dented my confidence in JVC. Added to that the fact that the battery promotion in the USA is not available to UK customers, I am beginning to wonder if the HD100 is the camera for me or not...

January 31st, 2006, 09:04 AM	#3
Mike Marriage Major Player Join Date: Sep 2005 Location: NE of London, England Posts: 788	Paul, I would give JVC a call with the number on their website. Their emails are a little slow, but they answer the phone and there aren't too many levels of automated options to sit through. Proactive have a good price on the HD100 and 101. I am getting another quote through this afternoon, so I'll see what that is like. I am also looking at the Pro-X battery kit, half the price of the IDX!

January 31st, 2006, 05:54 PM	#5
Albert Henson Regular Crew Join Date: Dec 2005 Posts: 65	There is the possibility that you received a refurished hd100. There were a lot from the initial line returned, and if you tracked serial numbers in your area-you would have likely found the returned cameras in many dealers rental departments. Some however found their way back onto the street. Take advantage of the 30 day return policy and high tail the camera back to the dealer for an exchange. You might want to see if the drum hours accumulated on the camera add up to the actual hours you have been shooting with the camera. This could indicate if the camera had a previous owner.

February 1st, 2006, 04:49 PM	#9
John Schlesinger New Boot Join Date: Aug 2005 Posts: 18	Waiiting for the camera to be returned. Chris - As stated previously, I believe it is being resolved by their customer support presently. Yes, I read Carls reply and if you read my response you would know that I am pursuing a solution with JVC Support. I won't bother Carl unless I have a continuing problem. I appreciate his offer for help if it is needed. Nice to see JVC reps here - adds a personal touch.

February 1st, 2006, 10:44 PM	#10
Carl Hicks JVC America Join Date: Mar 2005 Location: McKinney, TX Posts: 516	Contact info Daniel, I'm e-mailing you off-line the contact info for the District Sales Manager that handles the dealer you bought from. Since you did not buy from a local dealer, the it is a different person than the one that covers your local area. Regards, Carl

February 2nd, 2006, 06:00 AM	#12
Mike Marriage Major Player Join Date: Sep 2005 Location: NE of London, England Posts: 788	I am checking out the Pro-X kit next week. It is about half the price of IDX kit and goes up to 90WH. You can buy from TNP in the UK. I can't find the Pro-X page anymore from google though...

February 2nd, 2006, 06:37 AM	#13
Michael Maier Trustee Join Date: Apr 2005 Posts: 1,269	Thanks. I will check it out.

February 16th, 2006, 11:54 PM	#15
Robert M Wright Inner Circle Join Date: Jan 2006 Location: Minnesota (USA) Posts: 2,171	For what it's worth, I purchased a used HD10U last year. The camcorder works fine, but the previous owner had misplaced the disk with the capture utility software. I tried emailing JVC support twice about how to go about obtaining a copy, but got absolutely no response.