Hasselblad Replaces Viral Water-Damaged Camera
▼ Summary
– Hasselblad initially refused to replace photographer Dan Martland’s new X2D II 100C camera after its repair facility found significant water damage and corrosion, which is not covered under warranty.
– Martland was baffled by the damage claim, insisting the camera was never near water, and weather reports confirm no rain in New York City on the evening he used it.
– After Martland’s viral Instagram post criticizing the decision, both Hasselblad and retailer Pictureline faced significant public backlash, including personal attacks.
– Hasselblad ultimately reversed its decision and agreed to replace the camera as a “gesture of goodwill,” citing a desire to support its users and resolve the matter fairly.
– The article notes this created a no-win situation for Hasselblad, as replacing the camera could imply fault, but not replacing it would damage its public image.
In a surprising turn of events, Hasselblad has agreed to replace a photographer’s water-damaged X2D II 100C camera after his public complaint gained significant traction online. The situation highlights the complex challenges companies face when customer service disputes spill into the court of public opinion.
Photographer Dan Martland purchased a brand new Hasselblad camera from retailer Pictureline and used it for an evening of photography in New York City. The very next day, the camera malfunctioned. Martland immediately contacted Hasselblad, explaining he needed the camera back quickly for an upcoming shoot. The company expedited the process, and the camera was overnighted to their service center in Burbank, California.
Technicians at the facility opened the package upon arrival. They discovered clear evidence of significant water damage and corrosion inside the camera body, damage severe enough that a standard repair was impossible. Following their standard policy, which does not cover liquid damage, Hasselblad initially declined to provide a free replacement. The retailer, Pictureline, after its own review, supported this decision.
Martland was stunned. He insisted the camera had not been exposed to any water or liquids, having only been used indoors in a skyscraper on a dry night. Weather reports for that date confirm no precipitation occurred in New York City during his use of the camera. Faced with a dead camera and a denied claim, Martland took his story to Instagram. His post quickly went viral, drawing intense criticism toward both Hasselblad and Pictureline, with some comments escalating to personal attacks against the companies and their staff.
The viral backlash prompted a reevaluation. After a week of internal discussion, Hasselblad reversed its decision. In a statement, the company acknowledged the frustration caused by the situation and the breakdown in communication. While reiterating that water damage falls outside standard warranty coverage and standing by the integrity of their products, they announced they would provide a replacement unit “as a gesture of goodwill.” They emphasized a commitment to resolving the matter fairly and maintaining the high standards their community expects.
Martland updated his original Instagram post to express his relief and gratitude, specifically thanking the team at Pictureline for their efforts in facilitating the resolution. He has declined further comment until the replacement camera is physically in his hands.
This scenario placed Hasselblad in a difficult position with no perfect outcome. The company had definitive proof of water damage upon receipt but no way to determine precisely when or how it occurred. By sticking to its policy, it risked lasting reputational damage from the viral narrative. However, by offering a replacement, it potentially opened itself to interpretations of admitting fault, despite explicitly framing the move as a goodwill gesture rather than an acknowledgment of liability. Ultimately, providing the replacement was likely the most pragmatic choice, even if it does little to sway the polarized court of public opinion that has already formed around the incident.
(Source: PetaPixel)