Non-responsive camera repair. How to get my camera back?

Вormental_old · Oct 19, 2020

I have sent my camera for a repair to a highly recommended (here on photrio) CLA specialist. He acknowledged the arrival of it via email and I haven't heard back from him since. It's been exactly a month. How common is this? I have interacted with a few of such individuals and as I understand it, a lot of these guys are semi-retired and doing repairs for the love of the craft and not interested in things like having a web site, a 1-800 number or even replying to emails in a timely fashion. But a full month is stretching it, no?

What would you recommend? I've sent him a few emails, one every week or so, never heard back. I have never done this before and want to understand the "unwritten rules" of the game first before considering any kind of action. And, TBH, I am not even sure what to do next. I have his full name, physical address, Linkedin profile, and the camera is quite valuable ($2-3K depending on condition) to just forget about it.

BobD · Oct 19, 2020

Telephone?

blockend · Oct 19, 2020

If the guy has been around forever and is highly recommended, it's most likely he's snowed under repairing gear which wouldn't get fixed if he answered emails. However as your camera is worth serious money, I can understand your concern. Mechanical camera repairers often use analogue era technology, like the phone or even the postal service. Worth a try.

shutterfinger · Oct 19, 2020

I only repair cameras/shutters to help out other photographers. The more complex the camera the more effort it takes. Life gets in the way frequently. I'd give it another week or two.

Вormental_old · Oct 19, 2020

He's been super nice with me over email, and has a long history of happy customers, so I have no reason to suspect anything fishy. No, I do not have his phone, unfortunately. Will wait a couple more weeks, thanks.

StepheKoontz · Oct 19, 2020

The longest I have had a repair take is 3 months. Some of these guys aren't super responsive to emails.

Kino · Oct 19, 2020

Yeah, a month is not so long in terms of camera repair. Lots of emails and phone calls tend to irritate repair people who may be trying to solve a baffling problem on your or someone else's camera.

I'd wait a week or two and then send ONE email asking for an update. Probably will be appreciated by the repair person and won't rush the job.

Just my 2 cents...

Donald Qualls · Oct 19, 2020

As one to repairs items (not cameras) for a living, I can tell you one of the most annoying things is getting "where's my X" e-mails. It's as bad as kids in the back seat repeating "Are we there yet?" every two minutes.

Even worse is that the shop I work in has a policy that if the branch store even so much as asks about tool status, that tool becomes next in line, even if I'm five weeks out on estimates and the tool in question came in day before yesterday. One of these days my boss is going to wind up wearing a nail gun as a nose ring...

BrianShaw · Oct 19, 2020

I completely understand Donald’s perspective. I only enquire on the promised due-date. If the promise is vague, then I enquire after the vague due-date plus 50% has passed.

And moving someone ahead in the queue just because they complain is less-than-ethical... but I know they do it to shut up the annoying squeaky wheel. It’s not fair to anyone, though.

Pentode · Oct 19, 2020

I know there are camera repairers who can turn work around within a two week window, and I’ve dealt with some, but it’s not the norm.

When I get a time estimate from most techs I usually assume it will take half again to twice as long. They’re welcome to surprise me if they’re able but at least I’m less likely to be disappointed.

Depending upon the difficulty of the repair it’s not that uncommon to wait for months.

Donald Qualls · Oct 19, 2020

BrianShaw said:
And moving someone ahead in the queue just because they complain is less-than-ethical... but I know they do it to shut up the annoying squeaky wheel. It’s not fair to anyone, though.

My boss and I have had that discussion -- a dozen years ago. Since I'm using my real name, I can't say anything more about it.

BrianShaw · Oct 19, 2020

Donald Qualls said:
My boss and I have had that discussion -- a dozen years ago. Since I'm using my real name, I can't say anything more about it.

Me either.... we must have very similar bosses!

Donald Qualls · Oct 19, 2020

BrianShaw said:
Me either.... we must have very similar bosses!

Or at least work for similar corporations. And again, I shouldn't say more.

DonW · Oct 19, 2020

I've heard some of the well known Leica repair gods take several months to turn a camera around. I have an M4 that needs some shutter work/CLA and an M5 that needs a full on CLA. I expect them to be gone for at least 4 months.

awty · Oct 19, 2020

Kino said:
Yeah, a month is not so long in terms of camera repair. Lots of emails and phone calls tend to irritate repair people who may be trying to solve a baffling problem on your or someone else's camera.

I'd wait a week or two and then send ONE email asking for an update. Probably will be appreciated by the repair person and won't rush the job.

Just my 2 cents...

That would be reasonable. I always ask for an estimated time and then add a week or two, before a polite enquiry.
Unfortunately the local camera repair man is now running 3 to 6 mths behind depending on if he needs parts and his prices have inflated to the point that if I cant fix it myself it'll not get fixed.

logan2z · Oct 20, 2020

DonW said:
I've heard some of the well known Leica repair gods take several months to turn a camera around. I have an M4 that needs some shutter work/CLA and an M5 that needs a full on CLA. I expect them to be gone for at least 4 months.

I'm not sure if things have changed recently, but YYE will usually turn around a CLA in about 3 weeks if you tell him to 'rush' it. That's how long it took Youxin to CLA my M4, although that was a couple of years ago.

eli griggs · Oct 20, 2020

I've read of some backlogs that can be as long as five or six months, by busy folks, in 'normal' times, and with the pandemic, I could easily see six months being a possiblity.

Some folks are great at planning out their productivity, others, no so great at all.

It could be he's just snowed under, because of the good results of his doing the job correctly.

IMO.

removed account4 · Oct 20, 2020

OP
look at your emails and see when the repair guy said it was going to be done and then wait a few weeks after that until you contact him/her. ... I hope you did a deep dive search regarding the repair person you mailed your camera to, there are some repair people who are highly recommended but hold onto cameras for a long long time and others who well, its hit or miss how well they communicate or repair cameras.

Rick A · Oct 20, 2020

Yeah, 12 to 16 weeks turn around time is about average for really busy repair shops. You also must consider, some of these guys have day jobs and do camera work evenings and weekends. Many of the "authorized service center" shops have moved on and only work part time these days.

StanMac · Nov 23, 2020

Вormental_old said:
I have sent my camera for a repair to a highly recommended (here on photrio) CLA specialist. He acknowledged the arrival of it via email and I haven't heard back from him since. It's been exactly a month. How common is this? I have interacted with a few of such individuals and as I understand it, a lot of these guys are semi-retired and doing repairs for the love of the craft and not interested in things like having a web site, a 1-800 number or even replying to emails in a timely fashion. But a full month is stretching it, no?

What would you recommend? I've sent him a few emails, one every week or so, never heard back. I have never done this before and want to understand the "unwritten rules" of the game first before considering any kind of action. And, TBH, I am not even sure what to do next. I have his full name, physical address, Linkedin profile, and the camera is quite valuable ($2-3K depending on condition) to just forget about it.

When sending any camera out for repair at a reputable shop I would expect as an absolute minimum turn around as 8 weeks. My experience on the cameras I’ve sent in (all low to medium value cameras, not $2k to $3k) is 2 - 3 months. My perception is that the film revival and rising demand for “vintage” film cameras has the remaining reputable shops’ pending shelves full up for several weeks. Be patient, and non-demanding, don’t be an anxious Annie. Better to have your camera done right than rushed out the door to get a whiny customer off the repair techs back.

Stan

pentaxuser · Nov 24, 2020

Any movement, Bormental?

pentaxuser

Non-responsive camera repair. How to get my camera back?

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