My HDMI output is down and I can't move on with support

Discussion in 'Wave Camera' started by Vincent Kardasik, Jul 26, 2021.

  1. Vincent Kardasik

    Vincent Kardasik New Member

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    Hi there.
    First post here and I was hoping for something more entertaining.
    On July 15th, I lost all signal from my HDMI output. I tested several cables & monitors then tried to re-install (update) the camera firmware without success. Camera is unusable.
    I canceled the shoot I had the next day and contacted support, explained my issue through email and gave them my serial number.
    36 hours without reply, I insisted and finally got a message 2 days later after filling my first ticket. Support asked for the serial number I already gave and wrote camera has to come in for repair, no address or process explanation.
    Being in Europe, I asked if I can go through a retailer / distributor to simplify the temporary export process... No reply. Since that, I sent 4 new messages and never get a reply. I even tried contacting Freefly on Instagram this weekend and the CM replied to me saying he'll try to help.
    It's been 11 days without being able to use the camera... I ended up canceling 3 shoots as I could not postpone them, I have no idea when my camera will be checked and when it will come back.
    Honestly it's quite disappointing. Even if it costs less than 10K, it's still a professional camera and it should not be a mission to get it fixed or to communicate with support...
    This situation is really disappointing.
     
  2. João Tocha

    João Tocha New Member

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    It's not a desirable response at all from FreeFly. Very disappointing for sure.
     
  3. Vincent Kardasik

    Vincent Kardasik New Member

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    Hi Joao,

    I'm not going to lie, I was really upset about the situation.
    However I talked to the support yesterday evening and they provide me a great solution, I think I will be able to shoot within the end of the week so problem will be solved real soon.
    It seems like they had a lot of request last week and less staff than usual, it can happen everywhere.
    I will keep that thread updated ASAP.
     
  4. Mieszko Socha

    Mieszko Socha New Member

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    Got the same issue today. Tried the same. I'm opening a ticket right now.
     
  5. Vincent Kardasik

    Vincent Kardasik New Member

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    Unfortunately, for that issue, camera has to be sent back to Freefly.
     
  6. Mieszko Socha

    Mieszko Socha New Member

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    So your was repaired or replaced? I wonder if it is a poor quality HDMI port issue/ bad soldering or some chip-related problem.
     
  7. Vincent Kardasik

    Vincent Kardasik New Member

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    My camera was repaired so I can't tell what really is the problem.
     

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