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 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.
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. Because my brother lives in LA, I decided to hand deliver the camera during a "family visit," and assumed it 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 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.
Bravo Hasselblad/DJI!
regards,
bruce
Jun 04, 2025 at 03:49 PM
Previous versions of OwlsEyes's message #16827749 « Hasselblad Customer Service: Big Thumbs Up! »
