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Old January 13th, 2007, 12:04 AM   #1
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Need Help with HD100 Repair.. I'm Frustrated!

I posted this to the Sticky about JVC Support... but I have a feeling that new posts in stickies go unnoticed, so I've reposted here.


The handle on my HD100 has broken and I need to send it to be repaired. I've been trying for a LONG time now to talk to someone in service about what I have to do to send it in. I have 3 JVC phone numbers and I've tried calling all of them, but everything I try is just a maze of phone menus with NO HUMAN BEINGS to ask a few simple questions.

I have the address for the nearest service center in Cypress, CA.. but I am reluctant to just send a $5000 camera not knowing what paperwork is needed or if I'm even sending it to the right place. Can anyone guide me to the correct process/procedure/paperwork/place etc I need to have my HD100 camera repaired. Carl?

Thanks.
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Webb Pickersgill
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Old January 13th, 2007, 02:57 PM   #2
 
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Have your dealer call the JVC Sales Engineer for your territory.
You or your dealer might be able to order the handle from parts and repair yourself. Should be less traumatic that shipping the camera away for service.
If this is a warranty repair, have the dealer deal with it. They can more easily navigate the back doors to JVC.
If purchased less than 30 days ago, you can get an Advanced Warranty Replacement using JVC's Perfect Experience program for defective products. You just need to secure the new camera with a credit card deposit.
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Old January 15th, 2007, 12:37 AM   #3
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Hi Webb,

As Terry said, if it's a warranty repair, get your dealer involved as a communications interface if needed. That's part of their responisbility as an authorized JVC Pro dealer.

Also: When calling JVC Support, please only call the number listed in the sticky above: 1-800-582-5825. Press 7 and hold, and you'll go to a real person. Average hold time is usually 5 to 10 minutes, sometimes less. Keep in mind that this line is manned 9 AM to 5 PM Eastern Time, Monday - Friday. Don't waste time calling other numbers!

To send in a unit for repair, you DO NOT need to call ahead for permission or a RA number. Just fill out the Factory Service Request form, attach a copy of your proof of purchase, pack the unit safely for shipping (factory box is best), and ship it insured to the pro service center in your area. The addresses are shown right on the form. Be sure to give a detailed description of the problem.

Here is the link to the Factory Service Request form: http://pro.jvc.com/prof/support/fscform.pdf

If you need additional support, please contact your JVC Pro sales rep. Your reseller can put you in touch.

Regards,
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Old January 15th, 2007, 07:48 AM   #4
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Quote:
Originally Posted by Carl Hicks
pack the unit safely for shipping (factory box is best),
Carl, is it best to keep lens and accessories and only send the body in for service?
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Old January 15th, 2007, 09:51 AM   #5
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Quote:
Originally Posted by Tim Dashwood
Carl, is it best to keep lens and accessories and only send the body in for service?
Hi Tim,

Yes, you are correct. Only send in the piece that needs to be worked on. Keep accessories, unless you suspect a problem lies there as well.

Thanks for pointing that out.

Regards,
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Old January 22nd, 2007, 02:27 AM   #6
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Thank you Carl, that is exactly what I was looking for.
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