Dead headphones problem

[Jan Crittenden livingston]

[Steve McMahon] “The repair facility, Audio Service Center, 7418 Beverly, L.A. 90036, 323-935-1175 is the ONLY service center that was recommended when I called the Panasonic 1-800-211-7262 and entered my zip code.

Also, I have read of the dead headphones problem with the DVX-100A in 6 separate instances. Google it, you’ll see. The $70 charge for the procedure WAS pretty strange to me also, but since the service center had been recommended – BY PANASONIC – so I didn’t know what else to do.

Perhaps Panasonic should ACTUALLY monitor what service facilities it recommends, don’t you think?”

Hi Steve,

In the packet that came with your camera there was a slip of paper that says To locate a convenient Authorized Service Center call 800-526-6610. I believe you called the consumer products hotline which of course gave you a consumer repair center. I will forward your constructive suggestion to that hotline that they should really qualify what product is going to be serviced before sending you off on a goosechase.

If you had called the number above that came with the DVX or had gone to the Support area on the Broadcast website you would have found a service center for the DVX100.

Sorry to hear of your troubles. But the wrong service center might also have a problem in getting the correct parts so it is frustrating to me to hear of your travels. I hear what you are saying about how referrals are handled. I plan on using the information in a constructive way. It may take some time for the tail to wag the dog, but if it changes you can take heart that your experience was a part of the change. At any rate hopefully you are on the right track now.

Best regards,

Jan

Jan Crittenden Livingston
Product Manager, DVCPRO, DVCPRO50, AG-DVX100
Panasonic Broadcast & TV Systems

[Steve Mcmahon]

Mr. Livingston, Of course I went to the Panasonic website. EVERYTHING there points you to the 1-800-211-PANA number. If there was a ‘piece-of-paper’ w/a service phone number, I missed it. I had just gotten off the road (11 days-straight), with scheduled shoots and no headphones. Not a pleasant condition. Whatever.

The salient issue here is the DVX100A itself and the dead headphones problem. Google it. You’ll see it. Fact is, there’s an electronic switch, from internal spkr. to headphones, on the motherboard, that’s problematic. Panasonic seems to be ignoring it.

Why?

Think you need to get THAT issue reconciled BEFORE you start reproving service centers and your customers.

—
SM

[Jan Crittenden livingston]

[Steve McMahon] “Mr. Livingston, Of course I went to the Panasonic website.

First I am a she, not a he.

>EVERYTHING there points you to the 1-800-211-PANA number. If there was a ‘piece-of-paper’ w/a service phone number, I missed it. I had just gotten off the road (11 days-straight), with scheduled shoots and no headphones. Not a pleasant condition. Whatever.

I can appreciate the problem, and wish that it were different. Were you trying to call rather than just find a list of servicers and that is how you ended up at that phone number?

>The salient issue here is the DVX100A itself and the dead headphones problem. Google it. You’ll see it. Fact is, there’s an electronic switch, from internal spkr. to headphones, on the motherboard, that’s problematic. Panasonic seems to be ignoring it.

I did try to google it and came up empty. If you would provide me a couple of links in a private email I would appreciate it, crittendenj@us.panasonic.com. I don’t think it within Creative Cow Netiquette to post those sort of links here.

>Think you need to get THAT issue reconciled BEFORE you start reproving service centers and your customers.

As Barry indicated, there are thousands of DVX100s out there and if everyone of them had this problem I think we would know about it. So please send me a link for the problem, as we are interested in the customer’s experience.

Best regards,

Jan

Jan Crittenden Livingston
Product Manager, DVCPRO, DVCPRO50, AG-DVX100
Panasonic Broadcast & TV Systems