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Olympus E-5 E-5 specific discussion.

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Old 27th November 2013
BDennis BDennis is offline
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E-5 repair experience, seems good...

I just got my dead E-5 repaired out of warranty, so I thought I would post the details of how it went in case this is useful to others.

The E-5 was powering up with non-working shutter having given me a sequence of images with black areas like something obscuring it, finally totally black images then shutter not releasing at all. This happened on a trip, so pretty annoying (but I had an old E-3 as spare luckily).

I used the Olympus Europe online repair service. You register your online account for the service, then register the repair. You can register multiple repair items - so I registered the main issue and also for a replacement LCD screen glass, as I had scratched it (actually I asked for a quote on that in the text - but they didn't separate that out in their repair quote). For the repair items you select multiple choice items that match the problem, but there is a text area for you to explain it in more detail. The repair is then registered and you can print off a label for posting it to some address in Nottingham and a tracking form to put in the box. You also get an email from Olympus for tracking the repair via a website link. I packed up the camera and sent it Royal Mail insured (special delivery, £11 up to £500 value). On the camera I also went into the copyright settings and stuck my email in there as a precaution and noted down the serial number. I also took some photos of the state of the camera and packaging on my iPad. Strap, card, battery, lens were all removed from the camera. Battery is important as post office will ask if it is electronic equipment and if there is a battery in it - it seemed like they would not like it if there was a battery in there.

After about 1 week the tracking and an email indicated my camera was received at the repair facility (Portugal) and I shortly got an email with a quote for the repair. The quote was detailed in a PDF file and the repair details somewhat cryptic and short - "Our service has examined you camera and recommends XYZ attention" sort of thing. The important thing being the cost. The choices are phone to accept the repair (paying by credit card), return it unrepaired for £15 or scrap it for free. I phoned up and accepted the repair and was quickly put through to the accounts people to pay on my credit card (the money bit is always quick...). There is little opportunity to discuss the repair with anyone who knows anything about it - probably if I insisted I could have. About 1 week later the repair online tracking showed that my repair was complete and the camera was sent back to me by DHL in about 2 days. The tracking site has a link to the DHL tracking (unlike Olympus Shop!). I got the camera back with a note on the repair details (mirror box replaced, rubber seals replaced, LCD screen replaced). They also replaced the screws that fell out of the tripod plate on the camera base (well known E-5 issue) and it looks like internals all cleaned as dust in viewfinder gone (and I hope sensor, but not checked fully yet). The camera seems to be working fine following some quick tests. This tank of a camera will shortly be thrown back on a 90-250mm on a tripod and lugged around nature reserves in all weather, so hopefully a few more years service will come out of it! The repair cost was a £227 - which seems a lot but E-5 still is over £500 for a decent second hand unit and over £1000 new so it seemed a good deal to me.

For anyone worried about pristine camera body (paint scratch etc) - I would say take really good photos of the state of it before sending it off. My camera looks like some marks appeared on the body where they took the LCD off the hinge with some tool - but my iPad pictures are not really good enough to tell if I had those already. I am pretty sure I didn't make symmetrical marks either side of the hinge but can't be 100% sure of it, and if the camera works as good as before I can live with it.

Enjoy your E-5s!

--Bill
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Old 29th November 2013
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Re: E-5 repair experience, seems good...

Thanks for the hint, I was not aware of this service.

When previously using Olympus repair service (bodies as well as lens) I simply printed out a repair request sheet downloaded from Olympus customer service portal, filled in what the symptoms were together with S/N, name/address/email address/phone then shipped the defect product to local Olympus customer support.

After a mere week I received an email with a repair quote attached and with the option to either accept/return (at a fee)/scrap the product. Olympus accepted an email reply which is convenient.

Then I heard nothing for a good week, until I got a dispatch note that a parcel was available for collection at the post office. DHL were contracted for shipment across borders and handed over the parcel to the post for final delivery.

The repair report was quite laconic, no detailed information about what was actually done.

From door to door it took around 2 weeks.
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Old 2nd February 2014
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Re: E-5 repair experience, seems good...

It seems like my E-5 shutter has gone the same way!
I was out this morning with Steve (Stoates), everything seemed fine then the next shot was completely black, I checked through the viewfinder which was fine but the camera was showing a 'blinking' 60" at f11 for a daylight shot! I switched to Live View and it was black too.
Looks like my E-5 is going on holiday unless anyone here can suggest a different explanation?
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Old 2nd February 2014
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Re: E-5 repair experience, seems good...

Even with a 2 year warranty, this is not good news!

I thought the E-5 was good for 150,000 shutter activations ?


Bill and Iain how many has your camera clocked up each ?
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Old 2nd February 2014
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Re: E-5 repair experience, seems good...

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Originally Posted by Chevvyf1 View Post
Even with a 2 year warranty, this is not good news!

I thought the E-5 was good for 150,000 shutter activations ?


Bill and Iain how many has your camera clocked up each ?
Hi Chevvy
I just checked mine - 11627, not many at all - very disappointing
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Old 2nd February 2014
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Re: E-5 repair experience, seems good...

Interesting. I am thinking about getting a service done on my E-5 as I feel its a bit 'rattly'. About 25000 shutter activations.
It may be good for 150000 but like your car it needs a service occasionally.
My first OM-1 packed up (not winding on) and I sent it to a repair place. It seemed ok but it came back with a letter saying the mechanics in the base plate had corroded. The problem of living in a maritime climate.
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Old 5th February 2014
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Re: E-5 repair experience, seems good...

An update on the situation, nothing negative about Olympus, but our beloved Royal Mail... that's another thing!
I posted the E-5 off to the Nottingham collection address by insured Special delivery on Monday lunchtime and was asked to put my address on the back and guess what, yup they tried to deliver it to my house today!
It is half day closing in our post office (where the parcel now sits) so I won't be able to sort this out until tomorrow evening.
I don't think its worth checking last night's lottery ticket :-(
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Old 5th February 2014
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Re: E-5 repair experience, seems good...

Quote:
Originally Posted by IainMacD View Post
An update on the situation, nothing negative about Olympus, but our beloved Royal Mail... that's another thing!
I posted the E-5 off to the Nottingham collection address by insured Special delivery on Monday lunchtime and was asked to put my address on the back and guess what, yup they tried to deliver it to my house today!
It is half day closing in our post office (where the parcel now sits) so I won't be able to sort this out until tomorrow evening.
I don't think its worth checking last night's lottery ticket :-(

Iain,

how very frustrating ...

have you read the Obituary for Common Sense ?
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Old 6th February 2014
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Re: E-5 repair experience, seems good...

Quote:
Originally Posted by IainMacD View Post
An update on the situation, nothing negative about Olympus, but our beloved Royal Mail... that's another thing!
I posted the E-5 off to the Nottingham collection address by insured Special delivery on Monday lunchtime and was asked to put my address on the back and guess what, yup they tried to deliver it to my house today!
It is half day closing in our post office (where the parcel now sits) so I won't be able to sort this out until tomorrow evening.
I don't think its worth checking last night's lottery ticket :-(
Time for another update and a huge apology to the Royal Mail, their special delivery had in fact been very efficient but the package was refused at the other end (Olympus collection point) and sent back to me.
I spoke to a very helpful gentleman this evening at RM who explained that their Track and Trace web page only displays the latest information and he could understand how I concluded that the package came straight back to me. When he looked at the detail he saw there had been 2 attempts to deliver the package in Nottingham on Tuesday morning and both failed so it was sent back.
Now my problem is I don't know what to do, the camera is back here at home? I suppose I am going to have to try again and keep my fingers crossed

Sorry Royal Mail
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Old 6th February 2014
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Re: E-5 repair experience, seems good...

Ring Olympus, explain to them what happened and hint that they should arrange for the DHL? to collect it from your house or office and ship it direct to Portugal.
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Old 7th February 2014
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Re: E-5 repair experience, seems good...

Quote:
Originally Posted by DerekW View Post
Ring Olympus, explain to them what happened and hint that they should arrange for the DHL? to collect it from your house or office and ship it direct to Portugal.
Sound advice Derek, I have just spoken to another very helpful man, this time at Olympus, who told me that the DHL Hub that runs the collection point has moved to a new address! He was under the impression that the parcel should have been forwarded on, but has arranged for DHL to come and collect it direct from me
I didn't catch the chap's name, but he is going to e-mail me the new collection point address and I will post it here in case anyone is sending stuff away before they update the website.

Getting there...
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Old 7th February 2014
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Re: E-5 repair experience, seems good...

As promised here is the new address for the Olympus repair collection point:

Olympus Imaging & Audio
Rico Logistics - Olympus HUB
Unit 48, Evelyn Street,
Beeston, Nottingham,
NG9 2EU

Thanks again to Jaroslav for excellent customer service and sorting this out, apparently DHL closed the hub earlier than anticipated!
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Old 14th February 2014
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Re: E-5 repair experience, seems good...

Just received a quote for the repair to the shutter...
£218.17 - OUCH!!
I have no choice but to pay it, as I want my camera back but I am still very disapointed that a component only managed less than 8% of its projected and much vaunted life expectency.
I wonder how long the new one will last?
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Old 14th February 2014
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Re: E-5 repair experience, seems good...

Quote:
Originally Posted by IainMacD View Post
Just received a quote for the repair to the shutter...
£218.17 - OUCH!!
I have no choice but to pay it, as I want my camera back but I am still very disapointed that a component only managed less than 8% of its projected and much vaunted life expectency.
I wonder how long the new one will last?
Iain, Thats DREADFUL I am sure that I read 150,000 robust build.

Pay it and take issue with Olympus !

Its very kind of you to inform others my own E-5s had 63,000 and 35,000 each and I sincerely hop the new owners get many more Shutter Actuations of them before SUCH A BILL ! When this Camera model was sold as a Pro DSLR.

Car manufacturers offer Warranty to miles/years.

They certainly do not build cameras bodies and Shutters to the past standards ... my OM s still work brilliantly (But I only use the lenses now) perhaps I shall invest in a roll of film again ... in Spring when the lights better ... and maybe there will be more than tonnes of water about ...
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Old 14th February 2014
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Re: E-5 repair experience, seems good...

Quote:
Originally Posted by Chevvyf1 View Post
Even with a 2 year warranty, this is not good news!

I thought the E-5 was good for 150,000 shutter activations ?


Bill and Iain how many has your camera clocked up each ?
My E-5 had about 20600 shutter actuations when it needed this repair. But from the repair detail, it did not look like they repaired the shutter - it said "mirror box". So I can't really feel short changed on the 150,000. Who knows - it may be the camera was internally damaged due to it falling over on a tripod not long before it failed (although it seemed OK at the time).
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