by dennis_beyer » Fri Mar 06, 2020 12:26 pm
Update: My back is in Denmark. Phase One claims I destroyed the sensor glass / filter sealing with compressed air, which is why there is so much dust behind the glass now. That is a nice example of denying any responsibility for a high-price product: I have never used any sort of compressed air when cleaning the back / sensor. I`m not richy rich, which means I care for my equipment and I`m extremely careful with it - I can`t afford expensive repairs or a replacement. So I always clean the sensor carefully in my studio and only with the items provided / recommended by Phase One - the swipes and the special fluid which came with the back, and an rubber air blower. But Phase One sticks with the compressed air story.
Well, I can`t do anything about it. I have realized and experienced over the years that photographers doing more "*censored word*" work get better service by Phase One than photographers doing more ordinary work like I do. The repair costs are around 1500€ which is a major amount of money for me, and I just hope that my dealer will agree to a deferred payment over the next months. I kind of wished that Phase One would have considered at least the minor possibility of a faulty sealing or a misalignment during production, and at least a slight movement in my direction. Instead they are 100% insisting on their story and me paying the entire amount without the slightest discount.
Well, there is absolutely nothing I can do about it, and of course they know that such a back is a vital piece of equipment for someone making a living with photography, so they can easily sit back and stick to their opinion.
I find that a bit frustrating and disappointing, and it`s not the first disappointment with Phase One service. My work seems not to be *censored word* enough. Unfortunately there is no alternative solution for me in reach, otherwhise that would have been the last Phase One disappointment for me. But still, this marks the end of my Phase One story. I will keep the back for now once it`s repaired (I need it for my technical view camera) but I will start selling the rest of my system instead of upgrading or expanding it, and I won`t recommend Phase One to my photography students (I`m a part time college tutor in the photography department with a college well known for their creative industry branch in Great Britain) and to other photographers. I have been a Phase One client for 10 years now, and I feel that service got not better over the years, but this could be just my personal impression. That incident now just makes me realize that the company is not interested in people like me, and I kind of dislike the idea of investing more hard earned money in a brand that treats me like that. They have every right to do so, but I don`t have to play along. Anyway, I wish to say thank you for the people here who tried to help me with the issue. That was very kind of you! Regards, Dennnis