Warning - Hasselblad Repair Delays in Sweden

[vklassen1]

Service delays > sent my H3Dii for the IR filter replace & cleaning and was informed by tech service that the turn around is 7-8 weeks due to moving the factory from Denmark to Sweden, The Hasselblad website still says they have a 5-10 day "target" plus shipping times to/from Europe,  One would hope that Hasselblad would update this information on the website so we can plan accordlingly (warn us) before we send the cameras!..yes, called New Jersey and was asked to provide a letter giving permission to perform work up to $900US..no mention of delays, they said shipping to Europe from New Jersey is once a week.

This is my third service repair since going hasselblad digital (2 lenses and now cleaning) each time I have had a problem...I don't seem to have any luck with Hasselblad service and yet I have been a loyal supporter (and lover!) for over twenty years, miss the good old days we could have the camera serviced in our own cities... Too bad I can't afford a spare digital hasselblad back-up!

[Jevo]

I have the same information from my supplier. On the site of Hasselblad stays actually 10 days, but in reality it is much longer. My H3DII 39 is from 9 July (!) by Hasselblad. I did get a cost overview. The costs of repair, not so great, is € 2,699.54! This communication I received on 12 August. yet the camera is still in Sweden! This is a very bad service and no advertising for the brand. If this continues, photographers will be wondering whether they should buy a Hasselblad or another (better) brand.
In the 40 years that I was working with Hasselblad my analog camera once every two years for a service at a local technical department in Utrecht. Now I have more problems with the digital version and very high costs! I wish again to the soundness of the past!

[Paul Claesson]

Hello all,

Hasselblad has recently moved the majority of departments that were located in Copenhagen, Denmark to Gothenburg, Sweden. This is a big change for us and has a number of benefits.

One key advantage is that all digital back repair, production, product management, research and development and technical support are now located under one roof. Hasselblad's history is rooted in Sweden and this can be viewed as a return to our legacy and original home in Gothenburg.

The greatest benefit to this move is efficiency. We no longer have two departments in two different countries. This will streamline production as we no longer have to ship the cameras back and forth between the two factories when they are being manufactured.

As you're aware, this move has also impacted service times and caused service delays. This is a short term consequence of this change and we anticipate normal service times to resume by mid-September.

This transition had been planned to coincide with the summer months, which are typically a slower period for service.
I do agree that the website should have been updated to reflect the delays and that was an oversight on our part and for that I apologize. We at Hasselblad strive to be open and honest in our communications with our customers, but as we sometimes find out, there is always room for improvement. We always appreciate the feedback.

Please read Hasselblad's corporate press release below.
http://press.hasselblad.com/media/1976215/2012-06-29_pr_centralised-manufacturing-centre_en.pdf

[Greg]

Paul,

Thank you for the update, and this is what most of have assumed regarding repair delays and the reasons for them.  In this atmosphere of silence from Hasselblad, we are forced to assume.  However, I feel this is a result of Hasselblad management's policy to limit the flow of information from their employees.  The consequences for Hasselblad employees who do not follow that policy must be severe since the flow of information has been completely stopped.  Owners with significant investment in Hasselblad equipment, like myself, are not very happy with this lack of information.  Thankfully, we are very happy with the products so far, and we are able to create amazing images with them.  I guess that is what it is all about anyway.

Greg          

[Paul Claesson]

hi Greg,

Thanks for the feedback. I don't believe the company and management are trying to limit the flow of information from their employees.
We (Hasselblad and the members of Hasselblad Digital Forum) were very fortunate to have David Grover addressing questions from customers on various forums, sadly he is no longer with us. 
This has now been handed to myself, the challenge I face is one of time and my commitment to first to the customers that contact me directly via phone or e-mail. Monitoring and responding on photographic forums and social media sites can be very time consuming and in and of itself be a full time job.

Should you have an issue or require assistance, I recommend contacting me at Hasselblad directly.

Office: 800-367-6434 x303
e-mail: pclaesson@hasselladbron.com (personal)
support@hasselbladusa.com - we have a number of technical specialist monitoring this mailbox.

[Greg]

Paul,

Please do not interpret my comments as criticism of you.  We all feel fortunate to have you participate here.  My comments were directed at the the general lack of information in the public arena or in the form of mass e-mails from the company to users of Hasselblad equipment.  We all also realize that Hasselblad is working their way through some major changes in the company that take a fair amount of time.  The news section of the main website not long ago went for over a month without a single item being posted.  The general silence coming from Sweden is deafening. 

But, I can't go without mentioning the great support we get from NJ and our representatives in the US.  They are great.

Greg   

[davidthescot]

I totally second Greg's comment about the effectiveness and efficasiousness of support from Hasselblad and as a loyal Hasselblad user I am grateful.  But (there always is a but) it is a misconception to put someone - no matter how effective - who is essentially a customer support person in charge of managing the forums and blogs in respect of how they relate to the company rather than answering specific queries.  There is a need for the detailed supporting response but the marketing department need to be involved as well because these sites are big opinion formers - negative and positive.

I am not knocking your approach Paul but it needs to be more structured in some ways and it needs input from your PR or marketing department.  In this respect P1 have been a lot sharper than Hasselblad and as a consequence H has lost ground in some areas.

[Paul Claesson]

I totally second Greg's comment about the effectiveness and efficasiousness of support from Hasselblad and as a loyal Hasselblad user I am grateful.  But (there always is a but) it is a misconception to put someone - no matter how effective - who is essentially a customer support person in charge of managing the forums and blogs in respect of how they relate to the company rather than answering specific queries.  There is a need for the detailed supporting response but the marketing department need to be involved as well because these sites are big opinion formers - negative and positive.

I am not knocking your approach Paul but it needs to be more structured in some ways and it needs input from your PR or marketing department.  In this respect P1 have been a lot sharper than Hasselblad and as a consequence H has lost ground in some areas.

David,

I understand what your saying and will certainly pass on these comments to our marketing dept. The primary purpose of my being present on forums was to correct mis-information and assist with questions from our users. Considering this is  a Hasselblad Users forum, the level of knowledge of our users regarding our products is far higher then found on other forums.

[Douglas Fairbank @ Classic V]

Considering this is  a Hasselblad Users forum, the level of knowledge of our users regarding our products is far higher then found on other forums.

+1 This is great forum, it does not take itself too seriously and the manners are excellent.

[meshuggener]

+1 This is great forum, it does not take itself too seriously and the manners are excellent.

this is so true !

[paulpix]

I have a back in Sweden for repair via New Jersey, the back was sent in for a synch issue.  And returned to NJ without the repair being made. 

All that being said, the folks from NJ were kind enough to send me a CFV back for me to use in the meantime.

Can't say enough about the quality of the products.

[Paul Claesson]

I have a back in Sweden for repair via New Jersey, the back was sent in for a synch issue.  And returned to NJ without the repair being made. 

All that being said, the folks from NJ were kind enough to send me a CFV back for me to use in the meantime.

Can't say enough about the quality of the products.

Paul, we did catch this in our final test in support, Hasselblad Bron, New Jersey.
The least we could do it set you up with a back while yours is sent in for repair. I do apologize for the inconvenience.