p.1 #1 · Hasselblad Customer Service: Big Thumbs Up!
This is more of a PSA and affirmation of customer service at a time when the general quality customer service appears to be diminishing...
Quick Backstory: I purchased an X1D 50C w/ 45mm 3.2 (4116 Black Kit) from a FB Marketplace for $2400. After one day of use, I realized that the shutter release was inconsistent and unpredictable. The seller offered to give me $600 back or refund the entire purchase. I decided to take the $600, purchased a cable release, and get the camera repaired after my road trip to the Redwoods and Oregon Coast.
Shortly after the time of purchase, I reached out to Hasselblad in Burbank, CA and told them the problem. They said they could fix it and to send it in. Once I was home I decided to visit my brother who lives in LA, and hand deliver the camera to Hasselblad during the visit. I assumed the camera would be out of my hands for a month.
First: Every time I called Hasselblad in the US, I was given to a real person that seemed to know what they were doing.
Second: Every email was responded to within two business days with a call back number.
Third: When I dropped off the camera, they asked if I wanted to stay for the repair!... How long, I asked... 2.5 hours.
Fourth: I picked up the camera the next day. They replaced a circuit board (see attached), the door that covers input sockets, cleaned the sensor, and checked all functions. When I picked up the camera, the service manager and repair tech greeted me, explained what they did, and apologized for not having much in the way of swag to give me.
I am still shocked by how quickly the camera was repaired and the personal attention they gave to me... for those who don't know, the X1D 50C was the first X camera introduced in 2016 and discontinued in 2019.
p.1 #2 · Hasselblad Customer Service: Big Thumbs Up!
That's great to read Bruce. I had seen a few very negative YT videos stating that customer support was a primary reason to avoid Hasselblad, but most of those were euro-centric.
p.1 #3 · Hasselblad Customer Service: Big Thumbs Up!
RoamingScott wrote:
That's great to read Bruce. I had seen a few very negative YT videos stating that customer support was a primary reason to avoid Hasselblad, but most of those were euro-centric.
I have rarely experienced high quality customer service like this... IMO, it could not have been better.
p.1 #4 · Hasselblad Customer Service: Big Thumbs Up!
Nice!
I recently asked them to service my H1 but they said they had stopped doing that just a couple of months prior.
Insert sad trombone sound effect here —->
p.1 #5 · Hasselblad Customer Service: Big Thumbs Up!
OwlsEyes wrote:
This is more of a PSA and affirmation of customer service at a time when the general quality customer service appears to be diminishing...
Quick Backstory: I purchased an X1D 50C w/ 45mm 3.2 (4116 Black Kit) from a FB Marketplace for $2400. After one day of use, I realized that the shutter release was inconsistent and unpredictable. The seller offered to give me $600 back or refund the entire purchase. I decided to take the $600, purchased a cable release, and get the camera repaired after my road trip to the Redwoods and Oregon ..
The million dollar question. The seller refunded you $600, was the repair less or more than that?
(Ok that would be the $600 question)
p.1 #6 · Hasselblad Customer Service: Big Thumbs Up!
I had a similar positive experience with my X1D II which developed a viewfinder problem. I first called and spoke with a technician who said that it sounded like a hardware issue and to send it in for repair. They received it in the morning, contacted me with an estimate, completed the job , and shipped it back the same day. Counting shipping from Chicago and back it took a week. I was impressed!
p.1 #7 · Hasselblad Customer Service: Big Thumbs Up!
Desmolicious wrote:
The million dollar question. The seller refunded you $600, was the repair less or more than that?
(Ok that would be the $600 question)
p.1 #8 · Hasselblad Customer Service: Big Thumbs Up!
Given that I paid $1800 + $540 (for the repair)... and received a Black X1D 50C and 45mm f3.5 lens, I think I did pretty well. Since that original purchase, I sold my Leica M10 and voigtlander 35 f2.5 and rolled that into an X1D 50C ii, 45mm f4P, and 90mm f3.2.
Eventually, I'll sell one of the 45mm lenses and will buy the 28mm 4P... 2 bodies and 3 lens landscape kit. Ideally, the 90mm lens will be replaced with the 120mm macro or 135mm lens, but that will take a bit of time.
p.1 #10 · Hasselblad Customer Service: Big Thumbs Up!
geoffreyg wrote:
When was this lovely experience? Recently or some time ago?
Thanks.
This occurred on this past Monday and Tuesday.
Hasselblad is in the DJI building, and is clearly a small fraction of the group in this location. I met the department manager who was responsible for re-building Hasselblad customer service in the US. He told me that he was a management efficiency lead for DJI in the US and the company realized that their Hasselblad service in New Jersey was inefficient. When he arrived in NJ, he told me that 70% of the staff was over 70, doing mostly old school repairs and were not trained adequately on the X-system. Based on his description, DJI offered a very fair retirement package, and they closed the facility and moved it all under one roof in Burbank.
There was nothing terribly fancy about the DJI building, but I will say that one would never know it was a Hasselblad center. When you walk in, it DJI stuff everywhere and Hasselblad nowhere. However, they seem to have a full repair facility on the second floor. Interestingly, he said that they do 90% of the repairs in house. However, shutter repairs and sensor replacements go to Sweden. Furthermore, he said if you have a leaf shutter issue with an under-warranty lens, the US facility just sends you a new lens and the old one goes back to Sweden for repair and sold as a refurbished lens.
The seller of my 4116 kit told me that his 45mm f3.2 had to go in for a new shutter and Hasselblad just sent him a new lens.
This seems like "old school" customer service.. I was impressed.
For those into the rumor-mill, I asked about the X-series, and the manager said that the original was the most expensive because all of the parts were very expensive to engineer and build. He indicated that version one is built like a tank. He also said, that DJI is trying to drive the cost of the X2D's down to get the body into more people's hands. According to him, it is likely that the X2D II will be less expensive than a new X2D... we'll see.
p.1 #11 · Hasselblad Customer Service: Big Thumbs Up!
Sounds like Leica could take some lessons from Hasselblad. The Leica repair facility in NJ has not changed much over the years and waits for some service can run into months and approaches one year in some cases which often means it has been sent to Germany where service techs are often absent from the workplace in large numbers when some members here have had tours of the facility.
p.1 #12 · Hasselblad Customer Service: Big Thumbs Up!
I also just received my X1-D back from Hasselblad service in Burbank California. I had similar problems with the shutter button randomly acting erratically. After reading Bruce's post here, I called and shipped the camera in for evaluation/repair. They replaced the shutter circuitboard and also performed a free cleaning service on my XCD 45/3.5 lens. The total cost is $498 including shipping.
Throughout, the service manager is very professional and knowledgeable, on phone calls and email. The entire repair service took a total of 6 business days including shipping coast-to-coast both ways. Overall, I am very happy with this experience so I would also like to share with others here.
p.1 #13 · Hasselblad Customer Service: Big Thumbs Up!
ocean2059 wrote:
I also just received my X1-D back from Hasselblad service in Burbank California. I had similar problems with the shutter button randomly acting erratically. After reading Bruce's post here, I called and shipped the camera in for evaluation/repair. They replaced the shutter circuitboard and also performed a free cleaning service on my XCD 45/3.5 lens. The total cost is $498 including shipping.
Throughout, the service manager is very professional and knowledgeable, on phone calls and email. The entire repair service took a total of 6 business days including shipping coast-to-coast both ways. Overall, I am very happy with this experience so I would also like to share with others here.
p.1 #14 · Hasselblad Customer Service: Big Thumbs Up!
OwlsEyes wrote:
.
For those into the rumor-mill, I asked about the X-series, and the manager said that the original was the most expensive because all of the parts were very expensive to engineer and build. He indicated that version one is built like a tank. He also said, that DJI is trying to drive the cost of the X2D's down to get the body into more people's hands. According to him, it is likely that the X2D II will be less expensive than a new X2D... we'll see.
regards,
Bruce
It’s interesting to hear about the whole experience you had. Certainly doesn’t make me any less tempted by the idea of a used X2D, once the new version has increased the supply ….
If I might ask one question, please, about the part of your post that I’ve quoted:
By ‘version one’, do you mean the current X2D, or whichever was the original X-series camera?
p.1 #16 · Hasselblad Customer Service: Big Thumbs Up!
Andrew CD wrote:
It’s interesting to hear about the whole experience you had. Certainly doesn’t make me any less tempted by the idea of a used X2D, once the new version has increased the supply ….
If I might ask one question, please, about the part of your post that I’ve quoted:
By ‘version one’, do you mean the current X2D, or whichever was the original X-series camera?
I own two Hasselblad X-series cameras. My first body is a special edition (black paint) X1D 50C and my second body is updated 50MP camera called the X1D50C II. I had to repair the X1D 50C... a camera that was introduced around 2016. I was especially enthusiastic about my treatment because Hasselblad customer service treated me as if I was using the current $7000 body... I think this just speaks to their commitment to past, present, and future customers.
p.1 #17 · Hasselblad Customer Service: Big Thumbs Up!
OwlsEyes wrote:
This occurred on this past Monday and Tuesday.
Hasselblad is in the DJI building, and is clearly a small fraction of the group in this location. I met the department manager who was responsible for re-building Hasselblad customer service in the US. He told me that he was a management efficiency lead for DJI in the US and the company realized that their Hasselblad service in New Jersey was inefficient. When he arrived in NJ, he told me that 70% of the staff was over 70, doing mostly old school repairs and were not trained adequately on the X-system. Based on his description, DJI offered a very fair retirement package, and they closed the facility and moved it all under one roof in Burbank.
There was nothing terribly fancy about the DJI building, but I will say that one would never know it was a Hasselblad center. When you walk in, it DJI stuff everywhere and Hasselblad nowhere. However, they seem to have a full repair facility on the second floor. Interestingly, he said that they do 90% of the repairs in house. However, shutter repairs and sensor replacements go to Sweden. Furthermore, he said if you have a leaf shutter issue with an under-warranty lens, the US facility just sends you a new lens and the old one goes back to Sweden for repair and sold as a refurbished lens.
The seller of my 4116 kit told me that his 45mm f3.2 had to go in for a new shutter and Hasselblad just sent him a new lens.
This seems like "old school" customer service.. I was impressed.
For those into the rumor-mill, I asked about the X-series, and the manager said that the original was the most expensive because all of the parts were very expensive to engineer and build. He indicated that version one is built like a tank. He also said, that DJI is trying to drive the cost of the X2D's down to get the body into more people's hands. According to him, it is likely that the X2D II will be less expensive than a new X2D... we'll see.
p.1 #18 · Hasselblad Customer Service: Big Thumbs Up!
OwlsEyes wrote:
This occurred on this past Monday and Tuesday.
Hasselblad is in the DJI building, and is clearly a small fraction of the group in this location. I met the department manager who was responsible for re-building Hasselblad customer service in the US. He told me that he was a management efficiency lead for DJI in the US and the company realized that their Hasselblad service in New Jersey was inefficient. When he arrived in NJ, he told me that 70% of the staff was over 70, doing mostly old school repairs and were not trained adequately on the X-system. Based on his description, DJI offered a very fair retirement package, and they closed the facility and moved it all under one roof in Burbank.
There was nothing terribly fancy about the DJI building, but I will say that one would never know it was a Hasselblad center. When you walk in, it DJI stuff everywhere and Hasselblad nowhere. However, they seem to have a full repair facility on the second floor. Interestingly, he said that they do 90% of the repairs in house. However, shutter repairs and sensor replacements go to Sweden. Furthermore, he said if you have a leaf shutter issue with an under-warranty lens, the US facility just sends you a new lens and the old one goes back to Sweden for repair and sold as a refurbished lens.
The seller of my 4116 kit told me that his 45mm f3.2 had to go in for a new shutter and Hasselblad just sent him a new lens.
This seems like "old school" customer service.. I was impressed.
For those into the rumor-mill, I asked about the X-series, and the manager said that the original was the most expensive because all of the parts were very expensive to engineer and build. He indicated that version one is built like a tank. He also said, that DJI is trying to drive the cost of the X2D's down to get the body into more people's hands. According to him, it is likely that the X2D II will be less expensive than a new X2D... we'll see.
Giving the old timers a retirement package so to speak explains why they no longer service the H series. When they were on the east coast they still did, but no longer once they moved to Burbank.
