My extremely frustrating experience with Hasselblad USA: a review

Before Christmas, I was photographing tabletop with my Hasselblad H3DII-31 when I noticed something on my computer monitor. It showed me that there was something on the sensor. This is a common occurrence with medium format (MF) shooting, and one of the reasons why you should try to tether when shooting MF.

You spend more time cleaning dust and stuff off the sensor than with a DSLR.

When I removed the back to blow it with air, I noticed that the mark wasn’t the usual hair or fuzz, but a somewhat long scratch on the surface of the IR filter.

“SHIT,” I said.

I have owned my MF camera for over two years, and read often that it’s advised to send in the cameras for maintenance and repair. Thinking I need to take care of my baby; I mean, investment — I contacted Hasselblad repair in New Jersey to let them know I’m sending it in.

You must fill out a form and have it accompany your camera, stating the problem, your address, phone number, etc.

Seeing it was before Christmas and the turnaround time is around 2 weeks, I thought it would be an okay time to send her in hoping to have her back in early January.

I tracked the camera and it arrived around December 17 to their offices. I received no word that they had it. When I followed up, a woman named Maryann Murphy responded on December 22 and said they are having the camera reviewed and they’ll send me a report and invoice.

On December 23, they day I spent driving down to North Carolina, I received an invoice. The jargon on the invoice was confusing. I googled a few of the things they said they wanted to fix. I couldn’t find answers. So I responded and said thank you for the invoice, but can you clarify these points: “What is an “ACC door modification”? “What are zoom rollers and why do I need 6 of them?”

I got no response.

I followed with other emails.

Nothing.

I gave Maryann Murphy the benefit of the doubt. It was the holidays after all. Maybe she was out of the office even though I received no “out of office” replies.

On January 6, I reached out to my Hasselblad rep and told him what was up. He said he would call and have Maryann call me back. He called January 7 and she STILL didn’t follow up with me. He said he talked to her.

I called a few times, but only left one voicemail, as I didn’t want to stalk Maryann, but fuck, I should have.

Finally on January 8, well over twelve business days since they received the camera, Maryann responds with:

I’m sorry I have had no messages from you nor did anyone call or email checking on your repair.  I sent you the estimate and have been
waiting for your approval.  You can give me your phone # I will call you for your credit card or you can call me at the phone # below or
you can send it in  an email.

I responded angrily that it was (A) ridiculous and (B) that she should have my information on file and to use her information to call me! I mean, after this awful customer service, maybe try to do something right!

And the phone call. The phone CALL! Do you wanna know how it went down?

My phone rang. It was from New Jersey. I picked up, “This is Jeremy.”

“This is Maryann from Hasselblad. I’m calling to get your credit card.”

Frustrated, I told her the card, the number, the expiration.

“We’ll get your camera repaired as soon as possible,” she said.

She hung up.

Huh. The Ferrari of Camera companies doesn’t have enough customer service experience for a genuine voiced apology on behalf of the company? She can’t have a conversation with a disgruntled customer?

Maryann must be a robot.

You think that with a name and reputation as lofty and lauded as Hasselblad, they would go out of their way to make their customers and fans feel like a million bucks … because the price tags on these things are more than many cars, and the leases — if you’ve seen them — are so high.

This experience has changed the way I view Hasselblad … for the worse. And while I wanted to stay brand loyal and I was starting negotiations to upgrade my camera for a more recent model, I’ve decided to stop negotiations and explore other upgrades.

I think Hasselblad owes me an apology. But who am I?

Namely PhaseOne. But have you seen those Pentax 645Zs? I mean wow. If it weren’t for the sync speed on those guys, wow.

 

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