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MASK FOR CFV CROP FACTOR

Paul

Yes you are right . Bugs can happen and will do all over in our technical world .
I do not blame HASSELBLAD therefore and also did not in the past .
But i think , it must be allowed to be frustrated . "We are not talking about lens caps" .
I could not find these words again in this thread . Sorry .

I am just reading this thread over again and i claimed bad communication in my last contribution . Bad communication is not true . It is NO communication , if not initiated by myself , as you mentioned as well .

I phoned HASSELBLAD Germany this afternoon and was told , that my back is on the way from Sweden to Germany (HASSELBLAD) . So there is a new statement here , which means that HASSELBLAD in Copenhagen sent my BACK to Sweden . One more station on the suffering way . But i was also told , that i will get a detailed error description . Never give up hope .
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Jürgen
 
Jürgen:

I hope you receive you CFV very soon.

As you know it is very disappointing when there is something wrong with a new purchase. It always has been with me one Hasselblad lens, one Contax lens, and one Contax camera among other items.

Whether or not it is a warranty repair: all businesses should always keep the customer informed at all times.

To Better Days:

Gilbert
 
Jurgen:

Your situation is very strange to me. I am in the USA, and things may be different here, I don't know.

But in the US - all Hasselblad digital products are sold with a standard one year warranty. The first 90 days of that warranty are considered "Hot Swap". So, if there's any problem that can't be remedied over the phone, or it's deemed something is defective, the unit isn't fixed, a replacement is sent overnight.

This happens regardless of "professional" or "amatuer". I particularly didn't understand that - how would anyone know what the difference was? And what is the difference? (ah, a deeper subject, and one for another day) But in actuality, regardless of the difference, it should not MAKE a difference. Service is service. Or not.

I've read that your back is off being "looked at" (we presume). I don't understand why you didn't receive a new unit. I suppose the policy is different in Germany? I wish I could be of more help, but things are already under way.

One thing for sure - communication is non-existent if a product does have to go to the factory for repair. That's an international policy - even in the US. One of my customers had the thought that it seems easy enough for Hasselblad USA to just call and ask how things are coming along, but when I proposed that to Hasselblad USA Tech Support, I was told No - it doesn't really work like that. They were as frustrated by that as I was.

I hope this has a good ending for you.

Steve Hendrix
 
Steve

The US market has always been HASSELBLAD's most important and also preferred market . You could also say , the US are the keymarket . This seems to be case today as well .
The HASSELBLAD 1600F was introduced in the US in October 1948 and was only available in Europe a year or two later .

In Germany , perhaps now even in all EU countries , the producer has the right to fix a faulty product . He is given two tries . He can give you a replacement , but that is up to him .

I asked HASSELBLAD Germany for a replacement , but they could not even give me one , because they had none . Thats what they said , and here , i have no reason to doubt them , because the delivery time is currently about 2 weeks .

So , there are obviously big differences for the warranties in the different countries , and also for the international warranty .

Now my CFV BACK is on the way back to me and will arrive today or tomorrow . Hopefully .
I will report the details in a new thread .
 
Since I was curious about this issue, and discussing it on this forum is just going in a circle, I asked my dealer about it. His response was the same as mine was ... where was your dealer on all this? They are the liaison between the company and the consumer. That this back failed so soon, should have triggered action by them, not you Jurgen.

I know my dealer is an authorized Phase One, Hasselblad and Rollie re-seller. In my discussion with him, I asked what the experience was with other professional digital systems makers in terms of service communication. They're all the same. Send an item in for warranty (which he does, not me), and wait.

Similarly, I also have had to send in my Leaf Aptus purchased from a different dealer for a relatively minor repair. The dealer did it, not me. He hounded Leaf, not me. He followed up on it, not me ... and got it back to me when it arrived.

--- I can NOT accept , that i do not get informed about the arrival of my parcel at the
destination ...

Why wouldn't you be informed by the shipping company of a package arrival? If I send something to Hasselblad, UPS or Fed-X e-mails me the tracking number, announces the delivery, and who signed for it.

---and about the progress of the investigation into the problem .

This is where communication drops off UNLESS it's a paid repair where they have to get an estimate back to the customer. I have never had ANY camera maker send me progress reports on warranty work ... UNLESS I specifically requested that information, and why, as well as providing my e-mail address ... and even then, the only one that ever responded was ... you guessed it ... Hasselblad USA.

--- (be informed that ) Your gear is repaired and on the way back to you.

Fact is you know that it is on it's way back, with a tech report. My dealer said other companies often don't even do that. You may have had to inquire as to the status to find out that it was on it's way. But again, IMO, this was the dealer's responsibility not yours.

It's not the way we would all like it in a perfect world. In a perfect world, I wouldn't have to get out of my car in sub-zero weather to pump my own gas either : -) Sounds like an incongruous analogy, but the principle is similar ... cost containment is impacting service with almost every category of product. The last thing a bank want's you to do is come into their bank. They want everything to be electronic.

In truth, across the board, this underlying service principle fits my "Theory of Modern Life": Someone else screws up, and it becomes my problem : -(
 
I think many users of the system have by now asked their dealer what would have happened if I was the unlucky buyer of a product that gives serious problems whithin a week after first use.
The interaction between user/dealer/Hasselblad differs around the globe.
A non functioning product after one week is considered DOA by my dealer and will be replaced by a new one.
It does not make any difference whether the buyer is considered a professional user or not.

It is fair to say besides the product failure many other things have gone wrong here.
What is the use of sending a product to Hasselblad Germany when the one person who is able to check it out is on holiday?
Why did Hasselblad Germany send it to Denmark when the only repair facility for these backs is at the factory in Sweden?


The intrincic cost to make these backs when all research and production facilities have been paid for is only a fraction of the retail price.
A more client friendly approach to exchange this unit would have cost Hasselblad very little.
Now they face a loss of good reputation not because of the product failure but because of the poor performance to correct the problem.

I wish for Jürgen that he will be able to forget all this misery and get a fresh start with his CFV back.
After all it is a great back and deserves a new chance to prove it.

Paul
 
A few things one learns with experience ...

1) Don't send anything for repair to Europe in August, or during the Holidays.

2) don't start a major home renovation using contractors just before Deer hunting season : -)
 
Marc,

Good thinking.

Only people in Europe have considerably more days off than unlucky Americans.
For senior staff this can be as many as 26 working days per year.
On top of that extra hours spent on the job give more days off.
So it is not so easy to avoid holidays.

Paul
 
Thank you all very much for your comforting contributions . Also for all the funny comments . All that was a great help to get over the frustration .

My CFV BACK has arrived back home . Its the original back , everthing packed as if absolutely new and sealed with a label : HASSELBLAD Authorized Service .

The report is very short and as follows .
Performed repair:
Link PCB and DSB PCB replaced . DUT-Test performed .
Sensor and Filter positioned correctly .

So , what we have here is : No problem with CF-Cards or CF-Card reader and also no wrong handling of "mouse piano" keys .
All cables are ok . I am glad , that i carefully checked everything and the fact i did not make a fool out of myself .

I am loading now the batteries for 24 hours and will do some testshots by tomorrow .
Unfortunately it is raining cats and dogs . No good conditions . HASSELBLAD could have sent me some sunshine as a reward .
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Jürgen
 
Jurgen:

I'm very happy for you. I wish you great pixeling.

(Did it come with the Holga Adapter??)

Cheers, mate.

Colin

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OK, lets try to explain a bit of this jargon (as far as possible for a non-Imacon employee):

- PCB Printed Circuit Board. Or in other words electronics module.

It looks like they replaced the connecting wiring between 2 modules.

Or maybe it should be read as "Link PCB" which would mean they replaced 2 electronics modules, the "Link PCB" and the "DSB PCB".

Are you sure it says DSB and not DSP? DSP is a common name in the electronics industry for "Digital Signal Processing".

- DUT-test: not sure, but DUT often stands for "device under test". Generally speaking, they tested things to see if it now works correctly. Sounds logical.

The "sensor and filter positioned correctly" I find somewhat puzzling, but it could be that in order to get access to the PCBs they needed to get the sensor out of the enclosure. Reassembly requiring alignment sounds logical.

Give the story about PCBs I think you should not be surprised about the symptoms you saw with your CF card.

All in all it sounds like a costly affair if you would have had to pay for it..

Wilko
 
Jürgen:

I hope your ordeal is over and you got some great shots despite the rain.

You'd think Hasselblad would have provided sunshine and blue skies for all your trouble.
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Good Shooting:

Gilbert
 
Especially to

Marc , Colin , Wilko and Gilbert

The ordeal is not over . But not to let Marc suffer about this long suffering thread any longer ,
uhoh.gif
i will open a new one .
Look out for CFV BACK SECOND TRY , if you are still interested .
What i would like to give you for the wekend : Buy a digiback and have fun
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Having read some of the last posts here, I have realised that a big part of the problem that customers are having with the likes of Hasselblad and Leica are caused by their brand becoming bigger than their capabilities in a new era.

What I mean is that for ex&le Hasselblad had to enter the world of complex electronics when it released the H1; but it's legacy was in mechanical devices. Now it has been pushed into the world of complex digital electronics and its fast pace. Clearly it's not coping with the demands of this change and its pace.

Likewise Leica's entry into the digital electronics world is causing it problems with customers.

Today these companies are just not up to dealing with the product failure rates and problem solving complexities. In their legacy era mechanical faults were relatively easily dealt with - just a screwdriver and a few parts would do the trick. But electronics involve very different complexities they are struggling to manage.

The necessary changes may take years before they can be as efficient as Japanese electronics companies like Canon and Sony.
 
Simon,

I don't quite agree. It is not electronic imaging being new to them that is at the root of these problems.

Hasselblad first sold a Hasselblad branded 3-shot "DB 4000" 4 MP digital back, made by Leaf, in the early 1990s (1991 - introduced at the 1992 PhotoKina).

Hasselblad had already founded a subsidiary company, "Hasselblad Electronic Imaging AB", in 1985. They produced some digitizing, image transmitting and image management products, to facilitate the use of images in the printed press.
This choice of product was due to the limitations of the computers available at the time. They struggled to even deal with low resolution (in today's terms) scanned 35 mm format images.

In 1996, Hasselblad entered into a partnership with Dutch electronics company Philips, aimed at developing and producing a 6 MP 24x36 mm digital sensor.
The sensor did materialize (and was later seen in many digital backs, made by various companies to fit Hasselblad cameras), but Hasselblad's planned development of a completely new camera, with full movements, to be used with this chip however did not go as had been hoped.
But Hasselblad, to have a testbed, had already built the sensor into the shell of an A12 film magazine, in effect giving them a fully working 6 MP digital back that could have been sold in its own right. Yet they never did do so.

This Hasselblad/Philips sensor could have given Hasselblad the edge over the competition. But alas, Hasselblad was acquired by a group of venture capitalists, and these 'visionaries' decided there was no money in digital photography, and decreed all work on digital imaging projects to stop in 1997.
They turned Hasselblad's R&D effort towards building an auto exposure, auto focus 6x4.5 cm camera (the H1). This type of camera then enjoyed a certain popularity, and promised a quick return on the venture capitalists' investment.

Hasselblad was however allowed by their owners to form a cooperation with the Foveon Company of Carver Mead in 2000. Mead's three-layer sensor still available today in Sigma DSLRs was first seen in a Hasselblad camera called "DFinity". Only very few s&les were made and sold. They were extremely expensive.
(Whether Mead's chip is, or is not, good enough still appears to be undecided; the Sigma cameras appear not to have gained a significant part of the market.)

In the last year of the H1's design process (2001), the owners finally understood that the future would be digital, and Hasselblad consequently sought cooperation with Kodak and Phase One to make sure the H1 and the backs made by these companies would be a good match.

Meanwhile, the medium format market (which never had been very large) was shrinking very rapidly. The digital wave that swep the market was hitting Hasselblad hard (and other manufacturers too - of the 'large' medium format camera makers, only Hasselblad and Mamiya have survived).

The new owners, Shriro (bought Hasselblad in 2002), recognized that the Hasselblad company had no control over its future in the digital photography market. So instead of continuing to depend on what other companies would or would not do to keep Hasselblad 'alive', they acquired the Danish digital imaging company Imacon and made it part of Hasselblad AB.

Imacon's CEO, Christian Poulsen, was put in charge of Hasselblad. He has shifted the company's focus completely, directing all effort towards digital photography.

Imacon never was the large company Hasselblad was (and compared to Hasselblad, they (!) are the newcomer in the world of complex electronics and digital imaging). But Copenhagen took over as if (!) they, not Gothenburg, were the ones with the business savvy...
And the old original Hasselblad company - the one that offered service second to none - was reduced to almost nothing.

'Service (that of 'Gothenburg', and apparently that of Imablad to their customers) no longer required'.

That is what is at the root of this.
 
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