Hi guys,

I am curious about your experience with Hasselblad support and/or repair service and whether there is a difference between Europe and the States.

Thanks for your participation!

I felt that my experience in North America was good.

I've had to send in an X1D II and also an XCD 90, both for user clumsiness issues.

In both cases, upon initial email contact I received an acknowledgment within the business day.  I was asked for contact information, product failure description, and given a case number.  I shipped the item to California  ( in their original boxes ), and provided a tracking number and a photo of what I was sending. 

I received notice when the shipment arrived, followed up with a detailed quote and invoice.  Once paid, the repair was initiated, I received a notice when the work was done and further notice when shipped (with tracking number).  Later on, there was follow up with a service satisfaction survey.

As I recall total turnaround time was 3-4 weeks, the bulk of which was spent in transit (and customs at the Canada/US border).  I felt kept in the loop at all times and well taken care of.

Was it ideal having to ship to another country, and not be offered a loner?  No.  But as an amateur, there was no real impact to the work I do.  Moving forward, and with a view to professional work, I've kept the X1D II as a backup to my X2D and have pairs of lenses with similar focal lengths (e.g. XCD 38V and XCD 45P, XCD 80 and XCD 90).

Hope this helps,
Scott.

Quote from: Nicci on May 01, 2024, 06:33:44 AMHi guys,

I am curious about your experience with Hasselblad support and/or repair service and whether there is a difference between Europe and the States.

Thanks for your participation!

Our camera was bought from B&H, but Hasselblad HQ respect the warranty.. any other shop probably not, but B&H are special. Good to know: so if you buy from B&H you have a choice to sent to USA or EU, whatever is more convenient.

There was some issue with the wheel in X1D-50c, and Hasselblad had a recall. But I did not use that recall option as we managed somehow and Hasselblad made some workarounds in FW updates.

Apparently we had some electronic failure with the motherboard later on, and when I contacted Hasselblad they offered to explore that recall option and to replace the motherboard as well.

So Hasselblad sent me all the paperwork, DHL courier on their behalf, eventually they replaced ~5000 euros components and I paid 400 euros for something that was not covered by warranty. All in all it took around 3 weeks door to door.

Given that I live in Israel and it takes to go through customs it was quite a quick turnaround.

Very bad experience with Hasselblad Germany/Sweden. They refused to accept that the paint work on the X2D was below any quality acceptance criteria (2 months old camera bought new and barely used) stating that some fluid might have touched a complete different part of the body. Asked by the dealer how a fluid might scratch the body they ceased communications. The dealer here in Germany was very helpful and supporting though. But having dealt with Fuji, Leica and Sony service before I would rate it by far the worst (including turnaround times) and totaly not in line with the very premium brand they pretend to be. 

Quote from: michael123 on May 06, 2024, 07:09:48 AM

Quote from: Nicci on May 01, 2024, 06:33:44 AMHi guys,

I am curious about your experience with Hasselblad support and/or repair service and whether there is a difference between Europe and the States.

Thanks for your participation!

Our camera was bought from B&H, but Hasselblad HQ respect the warranty.. any other shop probably not, but B&H are special. Good to know: so if you buy from B&H you have a choice to sent to USA or EU, whatever is more convenient.

There was some issue with the wheel in X1D-50c, and Hasselblad had a recall. But I did not use that recall option as we managed somehow and Hasselblad made some workarounds in FW updates.

Apparently we had some electronic failure with the motherboard later on, and when I contacted Hasselblad they offered to explore that recall option and to replace the motherboard as well.

So Hasselblad sent me all the paperwork, DHL courier on their behalf, eventually they replaced ~5000 euros components and I paid 400 euros for something that was not covered by warranty. All in all it took around 3 weeks door to door.

Given that I live in Israel and it takes to go through customs it was quite a quick turnaround.

Hasselblad respecting warranty regardless of what country it was purchased in is a corporate decision. The dealer, BH, Capture Integration, or otherwise, holds no role in this decision. So this policy would apply regardless of the dealer you purchased from - as long as they are an authorized Hasselblad dealer.


Steve Hendrix/CI

I just had a focus motor failure on the XCD 120mm Macro I bought in 2017.  Lens had about 13000 actuations (so pretty low).  I sent it to Hasselblad Los Angeles (Burbank) on a Tuesday and they received it on Wednesday.  I had an estimate on Wednesday afternoon and the lens was back in my hands on Saturday.  That is very good turnaround and efficient service!  It was great to see/experience.  I'd be remiss if I didn't complain about the cost of the repair though.  If these lenses are going to "break" under very careful care, then there needs to be something like AppleCare to mitigate the cost of fixing them.  The repair bill was $1200US.  Complaining about the cost aside, the service from Hasselblad USA was exceptional in my opinion.

I have very good recent experience with Hasselblad repair services.  My 1 year old X2D has the 'no lense detected' error; all 3 XCD lenses can't be detected by the camera.  After confirming with Hasselblad that the camera needed to be sent to Sweden for repair, a DHL collection was arranged for the following day.  Nine days later, I received the camera back in London with the front module replaced free of charge.

Quote from: Hendrix_CI on June 15, 2024, 07:05:20 AM

Quote from: michael123 on May 06, 2024, 07:09:48 AM

Quote from: Nicci on May 01, 2024, 06:33:44 AMHi guys,

I am curious about your experience with Hasselblad support and/or repair service and whether there is a difference between Europe and the States.

Thanks for your participation!

Our camera was bought from B&H, but Hasselblad HQ respect the warranty.. any other shop probably not, but B&H are special. Good to know: so if you buy from B&H you have a choice to sent to USA or EU, whatever is more convenient.

There was some issue with the wheel in X1D-50c, and Hasselblad had a recall. But I did not use that recall option as we managed somehow and Hasselblad made some workarounds in FW updates.

Apparently we had some electronic failure with the motherboard later on, and when I contacted Hasselblad they offered to explore that recall option and to replace the motherboard as well.

So Hasselblad sent me all the paperwork, DHL courier on their behalf, eventually they replaced ~5000 euros components and I paid 400 euros for something that was not covered by warranty. All in all it took around 3 weeks door to door.

Given that I live in Israel and it takes to go through customs it was quite a quick turnaround.

Hasselblad respecting warranty regardless of what country it was purchased in is a corporate decision. The dealer, BH, Capture Integration, or otherwise, holds no role in this decision. So this policy would apply regardless of the dealer you purchased from - as long as they are an authorized Hasselblad dealer.


Steve Hendrix/CI

This is what I was told by Hasselblad.
That was important because once buying from B&H I took it abroad.
With other dealers I assume you need to go through their line of support, isn't it the case?

I have a very good experience with the Hasselblad support in France and from Sweden, but I can't vote, as "Europe Good" doesn't show in the pool....

I had an issue with the 907x/CFVII 50c a year after it was out of warranty. I sent it to Hasselblad USA, they diagnosed the problem and told me it had to go to the manufacturer to be taken care of. Five weeks later, the camera returned home, and it has operated flawlessly ever since.

G