Site Sponsors
Results 1 to 20 of 20

Thread: The bad, the good and the awesome= Real Value

  1. #1
    Administrator, Instructor Guy Mancuso's Avatar
    Join Date
    Oct 2007
    Location
    Arizona
    Posts
    23,623
    Post Thanks / Like
    Images
    2555

    The bad, the good and the awesome= Real Value

    I wanted to report a situation that went from terrible bad to turning into something very positive. First let me say you can put any spin on this as you want and it means very little to me because I maybe viewed as somewhat bias which in reality is i am not. I will flip a system on a dime ( too many times) if it gets me the gear i want but let me add I will admit I have my favorites and I pick a system based on many things this story is one of those main reasons why I pick what i pick to use in a professional setting everyday. I find this as a extremely valuable decision when you buy.

    The Bad:
    Last Friday night March 13th ( YES Friday the 13th) I was hired to shoot a 4 day event and it came time to setup my strobes and shoot a very important board of directors. I had 15 of them to do a portrait and than a shot with there wife also. I set up my Elinchrom with my Skyports and did some final testing and was literally starting on the first person and had everything dialed in the way i wanted. Well the first person stepped to the plate. Grabbed the Phase/Mamiya AFDIII with my 150 and went to shoot the first shot. Pressed the shutter and NOTHING and I mean NOTHING. I looked up on the top LCD and every number and letter that could possible come up was showing. I will explain if you ever looked in a camera manual and they show a illustration of all the possible settings on a top LCD well that is what I had. Obviously my heart slipped into my feet and than I tried pulling the rechargeable put in a new set . No go, pulled back off ,lenses and every possible combination you could think of I tried. Okay I have been around the block for 35 years so i knew i was fried. Than tried alkaline batteries and still no go. Now i have to do something and backup AFD body is at home. I know I know but I never in 16k frames had a issue. I tell the client I am screwed for at least 40 minutes to go home and retrieve backup. No problem from client but still embarrassed and stressed. In town don't normally bring the AFD but out of town for sure. May have to rethink. LOL

    The Good:
    Okay jump in car and make the call to superman. Rocket over with new body. Oop's sorry he does not have a rocket pack. Doug Petterson is a great guy from Capture Integration but rocket launching to Arizona is just not in the cards. I chatted with Doug to try and figure out some things I did not do and great advice but I tried all of them and the bottom line he thought it was fried also. I felt bad i know being a young single stud in South Beach he was out on a hunt for some action. LOL

    So on return with backup I finished the gig with no issues and got it done. Next morning Doug already filed a report with Mamiya and had a RMA number ready to go for repair and address to ship to the Mac group. Sunday morning i decided to send Dave Gallager owner of CI, Chris Lawery
    Sales Manager of CI , Steve Hendrix and Kevin Raber of Phase One a e-mail of what happened since I never seen or heard any type of reports on this type of issue.

    The Awesome:
    Dave and Chris immediately got a loaner out Monday morning to me to cover me until the repair was finished. Steve and Kevin took note of the situation and we had a few e-mails between all of us with some good chatter .Some great folks here that wanted to get everything worked out and me back and running up to sped. I shipped the camera out but I did not get it to the Mac group until Thursday since I had a loaner i was pretty comfortable of the time issue . Thursday morning I get a e-mail from Doug they received the camera in shipping dept. and low and behold the very next day today the camera was overnighted to me back and running. The issue turns out they replaced the Power Panel on the Phase Body and also when there they updated the firmware to 1.5 . All under warranty and all I paid for was shipping to them.

    The Value:

    First i will admit I am a good customer to CI and to Phase One but I don't think any favors where being done out of the ordinary for there customers. I tell this story only because of the value i see in working within the warranties and working with the dealer network out there. Not saying Hassy, Sinar or leaf is better or worse but I do see the value with Phase and I do see it with working with dealers on making these very large purchases. Bottom line **** happens and how much support you need depends on you and what your needs maybe. Me i like my hand held and that is my bottom line. I chose the dealer and OEM that I thought would be best for me and obviously those choices I made are of value. I hope folks make good choices when they purchase no matter what brand and what dealer you chose , make sure it works for you.

    Thanks for taking the time to read this very long report. Guy
    Photography is all about experimentation and without it you will never learn art.

    www.guymancusophotography.com

  2. #2
    Senior Member
    Join Date
    Nov 2007
    Posts
    1,513
    Post Thanks / Like

    Re: The bad, the good and the awesome= Real Value

    Good experience story, Guy. Glad you shared it. Brings up two very important points: 1) as you clearly noted, it is really, really important to have the service and support when things go down, and 2) no matter how much we think our gear bulletproof, always have a back-up rig or system to CYA in this sort of emergency. Good thing the client was understanding, and you did have a spare body close by, but I will bet you drag the old one along more often now, even for quick "in-town" shooting ;-)

    LJ

  3. #3
    Administrator, Instructor Guy Mancuso's Avatar
    Join Date
    Oct 2007
    Location
    Arizona
    Posts
    23,623
    Post Thanks / Like
    Images
    2555

    Re: The bad, the good and the awesome= Real Value

    Yea will be doing that from now on. LOL
    Photography is all about experimentation and without it you will never learn art.

    www.guymancusophotography.com

  4. #4
    Super Duper
    Senior Member
    carstenw's Avatar
    Join Date
    Nov 2007
    Location
    Berlin, Germany
    Posts
    2,530
    Post Thanks / Like

    Re: The bad, the good and the awesome= Real Value

    Nice luck that you had a backup body and that everything came together. It makes me wonder what would have happened if the Phase back had packed it up though. Maybe you ought to add a DSLR for extreme emergencies... Or can you rent that quickly?
    Carsten - Website

  5. #5
    Super Duper
    Senior Member

    Join Date
    May 2008
    Location
    32 31' 37.06" N, 111 6' 0.9" W
    Posts
    4,333
    Post Thanks / Like

    Re: The bad, the good and the awesome= Real Value

    I've always said finding a good dealer is much like a good marriage or partnership where everyone looks out for the other. This is just another great example of the wonderful relationship CI offers to everyone.

    Sorry to hear about the problem and glad you shared the experience. Hope all is well now.

    Don
    Don Libby
    Iron Creek Photography
    Blog
    Tucson AZ

  6. #6
    Administrator, Instructor Guy Mancuso's Avatar
    Join Date
    Oct 2007
    Location
    Arizona
    Posts
    23,623
    Post Thanks / Like
    Images
    2555

    Re: The bad, the good and the awesome= Real Value

    Quote Originally Posted by carstenw View Post
    Nice luck that you had a backup body and that everything came together. It makes me wonder what would have happened if the Phase back had packed it up though. Maybe you ought to add a DSLR for extreme emergencies... Or can you rent that quickly?
    Well the backs going down are really rare but I would imagine can happen with any of them. Rentals are close by though with Nikon and Canon gear.
    Photography is all about experimentation and without it you will never learn art.

    www.guymancusophotography.com

  7. #7
    Member Clawery's Avatar
    Join Date
    Apr 2008
    Location
    Atlanta
    Posts
    125
    Post Thanks / Like

    Re: The bad, the good and the awesome= Real Value

    We couldn't agree more You can pick up a Mamiya 645AFD w/ 80mm for $799.00. Now these won't be as fast w/ AF, but will get you by in a pinch.
    We have some in stock.

    Glad everything worked out for you Guy!!


    Chris Lawery (Email Me)
    Sales Manager
    Phase One, Canon, Apple, Profoto, Eizo & More
    National: 877.217.9870 | Cell: 404.234.5195
    Newsletter: Read Latest or Sign Up

  8. #8
    Sr. Administrator Jack's Avatar
    Join Date
    Oct 2007
    Location
    Los Altos, CA
    Posts
    10,486
    Post Thanks / Like
    Images
    1031

    Re: The bad, the good and the awesome= Real Value

    Quote Originally Posted by carstenw View Post
    It makes me wonder what would have happened if the Phase back had packed it up though. Maybe you ought to add a DSLR for extreme emergencies... Or can you rent that quickly?
    It's called a film back
    Jack
    home: www.getdpi.com

    "Perfection is not attainable. But if we chase perfection, we can catch excellence."

  9. #9
    Senior Member kdphotography's Avatar
    Join Date
    Aug 2008
    Location
    Carmel/Tucson
    Posts
    2,355
    Post Thanks / Like

    Re: The bad, the good and the awesome= Real Value

    Good dealer support is worth its weight in gold---and is just as important as the initial investment. I went with Capture Integration too.

    I'm glad it all worked out for you, Guy. But the absolute funniest thing is----Doug is answering his phone on a Friday night. I know personally that he answered his cell phone on another weekend evening from someone asking him about attaching a purple Holga to a P45+....




    QUOTE (Guy Mancuso @ Mar 20 2009, 11:52 AM)
    Last Friday night March 13th ....Okay jump in car and make the call to superman....Doug Petterson is a great guy from Capture Integration.... I chatted with Doug to try and figure out some things.... I felt bad i know being a young single stud in South Beach he was out on a hunt for some action. LOL

  10. #10
    Super Duper
    Senior Member

    Join Date
    Nov 2007
    Location
    Royal Oak, MI and Palm Harbor, FL
    Posts
    8,498
    Post Thanks / Like
    Images
    44

    Re: The bad, the good and the awesome= Real Value

    My worst nightmare. I know exactly what you felt Guy. Exactly.

    Why is it that you can test the crap out of gear before heading to a job and it NEVER fails then ... instead waits until you're there.

    The other odd thing is that the very minute you limit your options is WHEN that failure or some accident happens. It's uncanny.


    Now, you DO have to admit that you have a lot of juice, and only a suicidal idiot of a company would give you anything but the red carpet treatment. That's not meant to discount CI's service response ... which I am sure is top notch and equal opportunity. But like the Red Army, some may be more equal than others

    However, it does point up the value of maintaining the relationship value from the users end. It's a two way street.

  11. #11
    Senior Member
    Join Date
    Nov 2007
    Posts
    1,513
    Post Thanks / Like

    Re: The bad, the good and the awesome= Real Value

    Quote Originally Posted by fotografz View Post
    Why is it that you can test the crap out of gear before heading to a job and it NEVER fails then ... instead waits until you're there.
    This is why, when I used to play golf a lot, I never bothered with hitting the conventional bucket of balls for warm-up before playing. When a buddy asked me why, I politely informed him that I am of the belief that I only have a limited number of good shots, so why waste them on practice.

    LJ

    P.S. Marc, like you I have tested stuff to the max in preparation. One time I did so many different test settings and stuff that I depleted the batteries just enough to have them die on a shoot. Spares saved me, but it was embarrassing to have to swap batteries just to get things moving....talk about looking unprepared.

  12. #12
    Administrator, Instructor Guy Mancuso's Avatar
    Join Date
    Oct 2007
    Location
    Arizona
    Posts
    23,623
    Post Thanks / Like
    Images
    2555

    Re: The bad, the good and the awesome= Real Value

    Exactly Marc and more the point I was driving home get to know your dealers and make that relationship work for all concerned. Even if you never have a issue after a sale always good to keep in contact with them and have that friendship going. When you need them than they will roll the red carpet out.

    You know the old saying you get more with sugar than you do with spice. Honestly maybe the best advice in LIFE.

    I admit i do have a great relationship with the folks at CI but i also worked at that too and folks should do the same with any dealer.
    Photography is all about experimentation and without it you will never learn art.

    www.guymancusophotography.com

  13. #13
    Administrator, Instructor Guy Mancuso's Avatar
    Join Date
    Oct 2007
    Location
    Arizona
    Posts
    23,623
    Post Thanks / Like
    Images
    2555

    Re: The bad, the good and the awesome= Real Value

    Quote Originally Posted by Clawery View Post
    We couldn't agree more You can pick up a Mamiya 645AFD w/ 80mm for $799.00. Now these won't be as fast w/ AF, but will get you by in a pinch.
    We have some in stock.

    Glad everything worked out for you Guy!!


    Chris Lawery (Email Me)
    Sales Manager
    Phase One, Canon, Apple, Profoto, Eizo & More
    National: 877.217.9870 | Cell: 404.234.5195
    Newsletter: Read Latest or Sign Up

    Thanks Chris for the great response to a situation that we have not heard yet come up and my main reason I sent the e-mail to the folks at Phase as well to first know if it is a known issue and second to be aware for other reports if any coming in. Great service as usual. BTW i shipped the loaner back today.
    Photography is all about experimentation and without it you will never learn art.

    www.guymancusophotography.com

  14. #14
    Senior Member
    Join Date
    Nov 2007
    Posts
    1,513
    Post Thanks / Like

    Re: The bad, the good and the awesome= Real Value

    Guy,
    Your point is well taken, as in your case, it was not lack of preparedness or user error, but a genuine equipment break-down that was unforeseeable. Had you not had your working relationship with a good dealer, you may have been heading to the rental shop and hoping whatever Nikon or Canon you rented did not crap out also. Back-ups are critical, both in gear and S&S things.

    LJ

  15. #15
    Administrator, Instructor Guy Mancuso's Avatar
    Join Date
    Oct 2007
    Location
    Arizona
    Posts
    23,623
    Post Thanks / Like
    Images
    2555

    Re: The bad, the good and the awesome= Real Value

    7 at night would not have gotten me a rental either. So I was really screwed.
    Photography is all about experimentation and without it you will never learn art.

    www.guymancusophotography.com

  16. #16
    Senior Member
    Join Date
    Dec 2007
    Location
    Little Rock AR
    Posts
    1,927
    Post Thanks / Like
    Images
    4

    Re: The bad, the good and the awesome= Real Value

    Guy glad to see Phase came through for you. Did Mamiya mention
    what the new version of firmware fixed on the body?

    Paul Caldwell

  17. #17
    Workshop Member
    Join Date
    Nov 2007
    Location
    Brooklyn
    Posts
    4,043
    Post Thanks / Like
    Images
    1253

    Re: The bad, the good and the awesome= Real Value

    it seems 100% redundancy is the only complete solution

  18. #18
    Administrator, Instructor Guy Mancuso's Avatar
    Join Date
    Oct 2007
    Location
    Arizona
    Posts
    23,623
    Post Thanks / Like
    Images
    2555

    Re: The bad, the good and the awesome= Real Value

    Quote Originally Posted by Paul2660 View Post
    Guy glad to see Phase came through for you. Did Mamiya mention
    what the new version of firmware fixed on the body?

    Paul Caldwell
    No Paul and I was thinking about that. I had 1.4 but not sure what 1.5 is and would like to know myself
    Photography is all about experimentation and without it you will never learn art.

    www.guymancusophotography.com

  19. #19
    jmvdigital
    Guest

    Re: The bad, the good and the awesome= Real Value

    Not to turn this into a shameless plug for CI, but they have helped through a whole slew of equipment problems with 3 backs, a body, and one of my lenses. I think I finally have worked out all the kinks in the system, thanks to Doug and guys at CI. Definitely the best dealer experience I've had, regardless of the type of equipment.

    -J

  20. #20
    Workshop Member
    Join Date
    May 2008
    Location
    NYC
    Posts
    3,275
    Post Thanks / Like
    Images
    7

    Re: The bad, the good and the awesome= Real Value

    Quote Originally Posted by Guy Mancuso View Post
    No Paul and I was thinking about that. I had 1.4 but not sure what 1.5 is and would like to know myself
    Firmware 1.4 --> 1.5 only added support for the P65+ to control the shutter speed and aperture of the Phase One 645, or Mamiya AFD II (if the AFDII has the latest firmware; there were two generations of AFDII firmware). It also claims to fix an autofocus+mirrorlockup issue, but I have not experienced this issue so I don't know what they would have fixed.

    So if you have 1.4 and don't have a P65+ don't bother with 1.5.

    For sure if you have 1.0-1.2 you should upgrade whenever you have a few business days to allow for the transaction. Contact your dealer for shipping instructions.

    Doug Peterson (e-mail Me)
    __________________
    Head of Technical Services, Capture Integration
    Phase One, Canon, Apple, Profoto, Eizo & More
    National: 877.217.9870 | Cell: 740.707.2183
    Newsletter: Read Latest or Sign Up

Tags for this Thread

Posting Permissions

  • You may not post new threads
  • You may not post replies
  • You may not post attachments
  • You may not edit your posts
  •