14n Upgrade

[Swampy]

Just to keep you up to date, I contacted Kodak about upgrading the 14n to the SLR/n sensor and stuff on May 10th. This is the email I got back same day:

Subject: Kodak imager upgrade status: Wave 11 (10 May 04 first notification)



Thank you for contacting Kodak Professional with regard to upgrading the imager for your Kodak DCS Pro 14n. This is the first of several notifications from us to keep you informed as to the status and progress of your request. We have started the upgrade process on March 15 and have called in part of the sixth wave of cameras for the imager upgrade from the waiting list that was started on February 12th, the day the upgrade was announced.

You do not need to reply to this note unless you want to cancel your imager upgrade request.

Background

When you initially contacted us, we had placed your name on a first-in, first-out waiting list. This note is to confirm that you are on that waiting list. You contacted Kodak between 28 April - 10 May and are part of the eleventh wave of 50 on the waiting list and you should expect to hear from us sometime in August to set-up the return authorization (RA) number. As production of imagers continues to ramp up in manufacturing, this timeframe may improve. Thank you for your patience.

Cost

Just to confirm pricing, the cost to upgrade the imager assembly is $1495.00 USD. There are two special offers that are also available.

- upgrade the RAM in the camera from 256MB to 512MB (to increase the burst depth) for an additional $395.00 USD

and/or

- add a Pocket Wizard transmitter inside the camera body for $395.00 USD.

If you order the RAM upgrade and/or Pocket Wizard upgrade with the imager upgrade, you can take $100.00 USD off of the normal price of one upgrade if it is performed at the same time as the imager upgrade (only one upgrade will be reduced to $295.00 from $395.00) Your total would be $1790.00 for two upgrades or $2185.00 for all three upgrades. Warranty on the new imager, RAM, and Pocket Wizard is 90 days from installation or the remainder of the original camera body warranty (or contract extension), which ever is greater. All quoted prices do not include shipping or applicable local taxes.

What you can expect

We will keep you up-to-date via email every two weeks to let you know how we are progressing through the waiting list. We will keep you informed as to when you can expect to be scheduled for service. As we work through the list and an imager is available for your camera, we will be contacting you via telephone to set up a return authorization (RA) and collect credit card information. We have additional personnel in our repair center to assist in the upgrade procedure and it is our goal to work through this list as quickly as possible.

Upgrade Process

Upon receipt of your camera, our repair center will evaluate your camera for mechanical and functional fitness. Imager and/or RAM upgrade pricing does not include any additional repairs (if needed) unless unit is under warranty or contract. A price quote will be sent to you before any work is to be performed if the unit needs repair and is out of warranty or contract coverage. We expect to have the upgrade service complete and ready for shipping within 5 business days after receipt. Additional repairs, if needed, may slightly increase our in-house turn-around time.

Only customers with Gold Loaner Contracts are entitled to a loaner camera (based on availability) while your unit is in for service. If you would like information about obtaining a Gold Loaner Contract or extended warranty coverage, please call 1-800-235-6325 extension 82, Monday-Friday from 9:00am-8:00pm EST.

Stay Tuned

We are proud to be the first manufacturer to offer an imager upgrade to an existing professional camera body as newer technology is introduced. Thank you for participating in this upgrade service and we will be in touch with you over the upcoming weeks.

Please do not use this email address for other support issues.

Thank you

Kodak Service and Support
Americas Call Center Operations

[Swampy]

Here is the second email I got 4 days later:

Subject: Kodak imager upgrade status: Wave 11 (14 May 04)



You contacted Kodak between 28 April - 11 May and are part of the eleventh wave of 50 on the waiting list and you should expect to hear from us sometime in ** MID-JUNE ** to set-up the return authorization (RA) number. Thank you for your patience.

You do not need to reply to this note unless you want to cancel your imager upgrade request.

Cost

Just to confirm pricing, the cost to upgrade the imager assembly is $1495.00 USD. There are two special offers that are also available.

- upgrade the RAM in the camera from 256MB to 512MB (to increase the burst depth) for an additional $395.00 USD

and/or

- add a Pocket Wizard transmitter inside the camera body for $395.00 USD.

If you order the RAM upgrade and/or Pocket Wizard upgrade with the imager upgrade, you can take $100.00 USD off of the normal price of one upgrade if it is performed at the same time as the imager upgrade (only one upgrade will be reduced to $295.00 from $395.00) Your total would be $1790.00 for two upgrades or $2185.00 for all three upgrades. Warranty on the new imager, RAM, and Pocket Wizard is 90 days from installation or the remainder of the original camera body warranty (or contract extension), which ever is greater. All quoted prices do not include shipping or applicable local taxes.

What you can expect

We will keep you up-to-date via email every two weeks to let you know how we are progressing through the waiting list. We will keep you informed as to when you can expect to be scheduled for service. As we work through the list and an imager is available for your camera, we will be contacting you via telephone to set up a return authorization (RA) and collect credit card information. We have additional personnel in our repair center to assist in the upgrade procedure and it is our goal to work through this list as quickly as possible.

Upgrade Process

Upon receipt of your camera, our repair center will evaluate your camera for mechanical and functional fitness. Imager and/or RAM upgrade pricing does not include any additional repairs (if needed) unless unit is under warranty or contract. A price quote will be sent to you before any work is to be performed if the unit needs repair and is out of warranty or contract coverage. We expect to have the upgrade service complete and ready for shipping within 5 business days after receipt. Additional repairs, if needed, may slightly increase our in-house turn-around time.

Only customers with Gold Loaner Contracts are entitled to a loaner camera (based on availability) while your unit is in for service. If you would like information about obtaining a Gold Loaner Contract or extended warranty coverage, please call 1-800-235-6325 extension 82, Monday-Friday from 9:00am-8:00pm EST.

Stay Tuned

We are proud to be the first manufacturer to offer an imager upgrade to an existing professional camera body as newer technology is introduced. Thank you for participating in this upgrade service and we will be in touch with you over the upcoming weeks.

Please do not use this email address for other support issues.

Thank you

Kodak Service and Support
Americas Call Center Operations

[Swampy]

3rd email from June 1:

Subject: Kodak Pro 14n Imager upgrade request update (Wave 11)



Due to the overwhelming success and response to our upgrade offer announced in February, the number of requests for 14N Imager upgrades has been greater than anticipated. Regrettably, this will delay your imager upgrade request and we apologize for any inconvenience this may cause. We will be back in contact with you via email in late-August to update your anticipated upgrade schedule which will begin again in early-September.

Thank you for your patience.

For other support issues, feel free to send comments, questions, and concerns to kprodigital@kodak.com

Thank you

Kodak Service and Support
Americas Call Center Operations

[Swampy]

And 4th from July 8th:

Subject: Kodak Pro 14n Imager upgrade new allocation schedule (Wave 11)



I am sending out this message to inform you that we have received an unexpected INCREASE in our allotment of Pro 14n Upgrade Imager Assemblies from manufacturing and as a result, you can expect to have your camera scheduled for upgrade during the 2-3 week of July instead of early-September.

Thank you for your patience.

You do not need to reply to this note unless you want to cancel your imager upgrade request.

New information is listed below so please take a moment to familiarize yourself with its content.

Cost to upgrade the imager assembly is $1495.00 USD. There are two special offers that are also available.

- RAM UPGRADE: increase the RAM in the camera from 256MB to 512MB (to increase the burst depth) for an additional $395.00 USD

- POCKET WIZARD: add a Pocket Wizard radio transmitter/receiver inside the camera body for $395.00 USD. For more information about Pocket Wizard products, please visit their website at http://www.pocketwizard.com

If you order the RAM upgrade and/or Pocket Wizard upgrade with the imager upgrade, you can take $100.00 USD off of the normal price of one upgrade if it is performed at the same time as the imager upgrade (only one upgrade will be reduced to $295.00 from $395.00) Your total would be $1790.00 for two upgrades or $2185.00 for all three upgrades. Warranty on the new imager, RAM, and Pocket Wizard is 90 days from installation or the remainder of the original camera body warranty (or contract extension), which ever is greater. All quoted prices do not include shipping or applicable local taxes.

As we work through the list and an imager is available for your camera, we will be contacting you via telephone to set up a return authorization (RA) and collect credit card information.

Upon receipt of your camera, our repair center will evaluate your camera for mechanical and functional fitness. Imager and/or RAM upgrade pricing does not include any additional repairs (if needed) unless unit is under warranty or contract. A price quote will be sent to you before any work is to be performed if the unit needs repair and is out of warranty or contract coverage. We expect to have the upgrade service complete and ready for shipping within 5 business days after receipt. Additional repairs, if needed, may slightly increase our in-house turn-around time.

Only customers with Gold Loaner Contracts are entitled to a loaner camera (based on availability) while your unit is in for service. If you would like information about obtaining a Gold Loaner Contract or extended warranty coverage, please call 1-800-235-6325 extension 82, Monday-Friday from 9:00am-8:00pm EST.

Imager upgrade may change the cameras compatibility with your existing software. New versions of Kodak Photodesk and Kodak Camera Manager have been posted at:

http://www.kodak.com/go/dcssoftware

Please make sure to check with the manufacturer or dealer of any other software used specifically with your camera.

Kodak ProShots Studio Software Suite (Groups, Studio, and Basics) are not currently compatible with DCR image files from the 14nx, ProSLRN or ProSLRC with the data integration kit. As a work-around, you will need to convert the images to tiffs or jpgs in Photodesk and then import into ProShots.

Thank you for participating in this upgrade service and we will be in touch with you over the upcoming weeks.

Please do not use this email address for other support issues.

Thank you

Kodak Service and Support
Americas Call Center Operations

[Swampy]

On July 13, Kodak called me and gave me an RMA number to send it in and took a credit card number.

I sent it in a few days later and got this email:

Subject: Kodak Service has received your product


BRYAN MAINE
Kodak Case Id: 5646439
RA# (AUR/MI#): 881608
Serial Number: P14N01952
Product Description: DCS14N

Thank you for contacting Kodak Service and Support. We are sorry you have experienced problems with your Kodak Product.
We received your product today 07-16-2004, at our repair facility. It is our objective to have your product repaired and returned to you within 7 business days from today. You will receive an E-mail informing you of shipping information on the day your service request is completed.

Thank you
Kodak Service and Support

To check on the status of your repair, please go to the following website: http://www.kodak.com/global/en/service/supportServices/serviceStatus

Please do not reply to this E-mail

[Swampy]

I'm expecting the 14n back either Friday or Monday next week after getting all the work done (Sensor upgrade, memory upgrade and pocket wizard). I'll keep you posted on how this goes.

[Swampy]

Ok. So the work was completed faster than expected, however, thier shipping method was not expected as being DHL. So I got the email below about the work being complete and that it shipped out today, but I'll still expect it Friday or Monday I guess.

Subject: Kodak Service has completed your service request
Kodak Case Id: 5646439
RA# (AUR/MI#): 881608
Original Serial Number: P14N01952
Product Description: DCS14N

Your service request has been completed and your product will be shipped back to you today, 07-20-2004. We ship all repairs via DHL/Airborne expedite service. Your Airbill number is Wxxxxxxxxxx and you should expect delivery within 3 business days. If you do not receive your product, please contact DHL/Airborne directly for a delivery status update at 1-800-247-2676 (DHL/Airborne) or the internet at www.dhl-usa.com (Please note: DHL/Airborne's web site will not show your airbill until tomorrow).

Inside the shipment you will find a detail of all repairs and/or adjustments.

Thank you
Kodak Service and Support

Please do not reply to this E-mail

[jknights]

Bryan,

Seem like a very customer friendly process.



Shame Nikon at Torrance and Melville couldn't adopt some of these methods.!!

[Swampy]

yup. With the exception of figuring out when they actually wanted the thing from me, they were pretty good.

I thought it was funny that they said "sorry you experienced problems with your camera" when they sent the email about them recieving it. haha.

[Swampy]

Just as I thought. DHL is bad luck for me. I've never had a package delivered on time from them.

So, I figured 3 business days is what Kodak said. Expedite is "next day" terminology for DHL. Well, it got close next day. They tried to deliver it to the wrong address today, so I won't get it today, they said they'd try again tomorrow. What the heck is that anyway? Wrong address down the street from you - sorry, we'll deliver it tomorrow??!

Anyway, come to find out Kodak screwed up and put the wrong address on it.

[jknights]

Bryan,

How does the upgarded Pro/14 comapre with a regular SLR/N ?
Have you had a chance to compare.

I know that one of the things the upgrade doesn't fix is the power usage but all the rest seems to be much improved.

If I buy a Kodak I may go the route of a Pro/14 and upgrade rather than a brand new SLR/N.

[Swampy]

I haven't had time to check it out yet. I put the antenna on for the Pocket Wizard add-on to see how it looked, then let it sit all week. I need to charge the battery (speaking of power), but hopefully I'll have some time to run it through some tests tomorrow.

I'm not sure if an upgrade path is worth it if you don't already have a 14n. The sensor upgrade is $1500US, plus, it may not have the memory buffer upgrade which is another $400. At that price, plus the price of a used one, you may be better off with a brand new SLR/n since apparently there's no difference between the two after all the upgrades except for the power usage. :)