{"id":353100,"date":"2025-12-17T00:51:10","date_gmt":"2025-12-17T00:51:10","guid":{"rendered":"https:\/\/www.newsbeep.com\/us\/353100\/"},"modified":"2025-12-17T00:51:10","modified_gmt":"2025-12-17T00:51:10","slug":"hasselblad-is-replacing-the-water-damaged-camera-that-went-viral","status":"publish","type":"post","link":"https:\/\/www.newsbeep.com\/us\/353100\/","title":{"rendered":"Hasselblad Is Replacing the Water Damaged Camera That Went Viral"},"content":{"rendered":"

\"A<\/p>\n

Hasselblad has committed to replacing photographer Dan Martland\u2019s water damaged X2D II 100C camera after the photographer\u2019s Instagram post calling out the company as well as retailer Pictureline went viral<\/a>. <\/p>\n

On Monday December 1, Martland took a brand-new Hasselblad X2D II 100C that he had purchased from Pictureline out for an evening in New York City. The next day, he reported major issues<\/a> with the camera and contacted Hasselblad \u2014 a call that took place in the late afternoon. Hasselblad expedited the process as Martland said he needed it back that week for a photo shoot he was set to undertake. The camera was overnighted to Hasselblad. <\/p>\n

\"Three<\/p>\n

After rushing the camera to its Burbank, CA repair facility on the evening of December 2, Hasselblad received the camera on the morning of December 3 and upon opening the camera (within minutes of its arrival), discovered evidence of significant water damage and some corrosion. Service technicians called Martland and informed him of the situation not long after.<\/p>\n

The damage was severe enough that the camera could not be normally repaired \u2014 a replacement was the only possibility. As a result, the company initially declined to replace the unit, as standard damage policies don\u2019t cover water damage. <\/p>\n

Dan was provided images of the water damage \u2014 which PetaPixel has also seen. While it wasn\u2019t given permission to share those images, PetaPixel can confirm significant water ingress and evidence of corrosion visible in those images, the latter of which takes typically many hours to appear. <\/p>\n

\u201cNot even 24 hours old and it unexpectedly died on me,\u201d the photographer wrote. When he heard it had water damage, he says he was baffled. \u201cThis made no sense to me as it was nowhere near any water or liquids. How?!!! All I did was take a few sunset photos from inside a skyscraper in New York City on a dry night?!\u201d<\/p>\n

PetaPixel can confirm that reports show no precipitation in New York City on December 1. Rain only occurred starting mid-morning through mid-afternoon on December 2, when there were significant downpours. <\/p>\n

Martland then went to Pictureline, who after a day of looking in to the issue, agreed with Hasselblad\u2019s decision. <\/p>\n

Martland was livid, and on December 5, took to Instagram to air his frustrations. <\/p>\n

The post went viral and both Hasselblad and Pictureline took significant public flak for the decision, with some going so far as to attack both businesses and their employees personally. <\/p>\n

\u201cBecause of the respectful communications we\u2019ve had with the customer, it\u2019s been disappointing to see comments become personal, attacking our business and integrity. We hope we\u2019ve been able to clarify our role in this situation and sincerely hope for the best for the customer involved,\u201d Pictureline wrote in a statement on Instagram<\/a> in response to the backlash. <\/p>\n

After spending an additional week evaluating options internally, Hasselblad has decided to overturn its initial decision and replace Martland\u2019s camera. <\/p>\n

\u201cWe understand the frustration this situation has caused and recognize that additional frustration can arise when communication during the service process doesn\u2019t meet expectations. We care deeply about every user\u2019s experience. Our goal is always to support our users with clarity and care, and we regret that this experience has not felt smooth for the customer,\u201d Hasselblad explains to PetaPixel. <\/p>\n

\u201cWe would never want anything to hinder our users\u2019 ability to create with their Hasselblad cameras, which is why we are taking this matter very seriously.<\/p>\n

\u201cWhen the camera arrived at our service center, our technicians documented significant water damage and corrosion that rendered the device non-operational. We stand by the quality and reliability of our products, and signs of water exposure prompted us to open an internal review to fully understand the chain of events leading up to its arrival.<\/p>\n

\u201cAlthough water damage is typically not covered under warranty, we have chosen to provide the customer with a replacement unit as a gesture of goodwill. Our goal is to resolve this matter fairly, transparently, and respectfully for everyone involved. We remain committed to delivering the best user experience and upholding the high product standards our community expects from us. We appreciate the patience and fair consideration of everyone following this situation.\u201d<\/p>\n

Martland has declined to comment until he receives the promised replacement unit. His only statement on the matter is an update to his original Instagram post: \u201cSo just got word that Hasselblad will exchange my camera as a \u2018Good Will Gesture\u2019 I\u2019m so thrilled. A massive thanks to Pictureline for making this happen. The hard work and dedication from Jens and his team made this possible. Thank you.\u201d<\/p>\n

A No-Win Situation for Hasselblad <\/p>\n

Hasselblad and Pictureline were in a very tough position here. Hasselblad could definitively state that when the camera arrived, it had water damage and corrosion but the box and packaging did not. What it did not know was how that damage occurred, only that it happened before it arrived at its repair facility. Water damage is not covered under warranty.<\/p>\n

However, because of the nature of Martland\u2019s Instagram post and the fact it went viral (resulting in personal attacks on the businesses and employees of both Hasselblad and Pictureline), the company was boxed into a corner.<\/p>\n

For Hasselblad, if it didn\u2019t replace Martland\u2019s camera, it would look like the bad guy. Even replacing the camera doesn\u2019t help, as now it could look as though the company is admitting some kind of fault. It\u2019s a no-win situation. Still, of the options, replacing Martland\u2019s unit was probably the right move, even if it is unlikely to do anything to tip the scales of public opinion. <\/p>\n