Sitting here waiting for FedEx to delivery my IQ180 as it makes its way back from the ďspaĒ.
I began encountering problems with the IQ speaking to the XF early May just before a trip. After many(what seemed) hours of being of the phone with Capture Integration tech support Brad Kaye we decided it was either something wrong with the XF or, more than likely the IQ; either way we decided to ship both off to Atlanta. Once in Atlanta Brad discovered the trouble was with the IQ180 so off it went to Phase One; first stop New York where they took a look at it before sending it to the mothership in Denmark.
Phase One has 2-levels of support and forgive me as I donítrecall the exact names. The first level (beyond the dealer) is $600 for folks in the US. New York looks that the system trying to discover the issue and attempts to correct it, if they can, they do and return the system back to the dealer where they return it to the client. Brad did such agreat job of diagnosis that there was little for New York to do but sent it on.
The second level is much more involved and more expensive at$3000 (that amount also includes the $600 first level). Once at Phase One Denmark they (in this case) brought my IQ180 into their cleanroom and proceeded to recalibrate, replace the digital, utility and CCD boards as well as the interface circuit. They also performed a focus adjustment and CCD alignment and replaced the main flex board. All this for a mere $3000. I was told that so long as Phase One hadnít discovered that I mistreated the back (dropping off a cliff or soaking in water) they would replace whatever needed to be replace/repaired to include the very expensive sensor all for $3000.
Long story short is they returned the back last Friday. Brad tested it Monday and itís on the truck for delivery this morning.
If there was ever doubts of the usefulness of having a greatdealer as Capture Integration and to be clear there never has in the almost10-years, there are none now. Likewisethere has never been any doubts in Phase One standing up behind theirproducts. Iíve now owned 5-Phase Onedigital backs all but one was brand new.
Good work Capture Integration and Phase One. Don
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In rereading what I just wrote I discovered I forgot to mention that the back was out of warranty by over a year, thus the need for me to pay for the service.