FREQUENTLY ASKED QUESTIONS
How do I join the program?
What information will I need to apply?
To apply for Lumix Professional Service there are a few things you will need:
- Be over the age of 18.
- You will also need an Australian residential or business address, email address and a mobile number.
- A list of your eligible Lumix products including serial numbers and date of purchase.
- A valid credit card to make online payment.
Can my business join LPS or is it just for individuals?
Registration is currently available for individuals only. However, individuals are welcome to apply when using qualifying products for business purposes.
How long after my application will I be notified of the outcome?
All applications will be notified within 2 business days on the status of their application.
Why didn’t I qualify as a member?
I purchased my camera/lens overseas, can I join LPS in Australia?
Lumix Professional Services in Australia is open to Australian residents who meet the eligibility requirements. The cameras do not have to have been purchased within Australia to participate.
Can I join even if I do not take photos or videos as a professional?
Our service is available to all Lumix users as long as the conditions for eligibility are met. We encourage anyone interested to apply.
Do you offer this service for G Series customers also?
Yes, selected camera bodies/lenses are eligible for Lumix Professional Services membership. Please check the Eligibility page on this website for our G Series requirements for entry into the Lumix Pro Services program.
Where can I find the product name and serial numbers to register my equipment?
All eligible Lumix products will have a model number and unique serial number located on the product. Model numbers are most commonly found on the bottom side of the product e.g. DC-XX, DMC-XX ,H-XX, S-XX.
Serial Numbers are usually 11 digits and a mix of letters and numbers. Serial numbers are commonly found on the base of the camera near the model number. Serial numbers for lenses can be on the base, on the lens mount, or inside the rear of the lens printed on the plastic masking.
What is the cost per year for membership?
Please refer to the Benefits page on this website where prices can be found within the Membership Level Inclusions table. From time to time promotional pricing and discounts for new and existing members may apply. Details of any promotional pricing for new members will be displayed on our homepage, and in your member’s dashboard for renewing members.
Does my LPS membership include international coverage?
Platinum members receive international coverage in the following participating countries:
Austria: +43 (0) 1 928 2216
Belgium: +32 (0) 240 12349
Canada: +1 (0) 866 58649 77
Czech Republic: +420 234 290 0645
France: +33 (0)170 707 699
Germany: +49 (0) 69 22 22 16 199
Ireland: +353 (0) 1 431 1056
Italy: +39 (0) 68 7500 669
Japan: +81 (0) 3 3251 2028
Poland: +48 (0) 221 530 087
Spain: +34 (0) 91 41 48 469
Sweden: +46 (0) 856 642 606
United Kingdom: +44 (0) 33 03 33 1069
United States of America: +1 (0) 866 58649 77
How do I get Technical Support for my product?
Simply call the member hotline or submit the general enquiry form found in your logged in member dashboard, and we will direct you to our Lumix Professional Services technical specialist.
What’s the Lumix Pro Services email address if I have any questions?
Please contact us through the General Enquiry form located within your member dashboard.
How do I change / update my information?
Please log into the Lumix Pro Services website – lumixpro.com.au. You are able to maintain your personal details and registered equipment here.
I’m moving overseas for a year or two, can I transfer my membership?
Unfortunately, Lumix Pro Services memberships are non-transferrable, and any remaining unused membership is non-refundable.
I can’t log in, it won’t send me the forgotten password email, can you help me log in?
If this occurs, please contact the Panasonic Australia support centre, click here. Lumix Pro Services (Australia) is operated by Panasonic Australia. Please note that any other enquiries relating to Lumix Pro Services must be made through the applicable Lumix Pro Services support details.
How can I request a repair for my product?
You can either lodge a repair request over the phone or you can log into the Lumix Pro Services website and request a repair through the Book a Repair web form. Please note that you will be required to have your proof of purchase receipts, and that the equipment you are requesting repair for must be registered to your Lumix Professional Services member profile.
When will I receive my welcome pack?
On the commencement of your first year membership with Lumix Pro Services as a Silver or Platinum member, we will send you a welcome pack within 3 weeks of the commencement of your membership.
Which LUMIX products are eligible for the LPS repair service?
Products that are eligible for LPS repair are listed on the eligible products page and may change from time to time.
My product is being repaired, how can I check the status?
Our Repair Centre will keep you up to date on the status of your repair, however, should you like to enquire then simply call the dedicated member hotline (available from the logged in member dashboard on this site) and provide your job number for the repair. We will transfer you directly to our Repair Centre for further information.
How can I get my camera repaired overseas?
Log in to your Lumix Professional Services account via the lumixpro.com.au website, where you will find a list of countries currently participating in the Lumix Pro Services program and their relevant contact numbers. These participating countries will only be able to verify your Australian LPS membership via your membership number, so you will need to have this available. Your membership number is displayed when logged in to this website.
Where is the repair centre located?
Our Repair Centre is located in Sydney. As a Lumix Professional Services member if you do require a repair, we will provide you with reply paid details to cover the transit cost (within Australia). If your equipment isn’t repairable within the timeframe as outlined in your membership benefits (excluding transit time), we will offer you a loan camera of comparable quality and standard.
How do I get my sensor cleaned?
To find your nearest sensor clean location, log in to your Lumix Pro Service member dashboard on lumixpro.com.au and navigate to the My Vouchers section. From here, select Use Voucher to make a request. Simply choose your most convenient location and submit. After this, take your camera to your chosen location, and show your voucher to receive your free sensor clean.
What is the turnaround time on sensor cleans?
Our sensor clean partners will do their best to provide a quick turnaround, but please note it is subject to capacity and may vary between locations.
How do I trial a camera or a lens as part of my membership?
Evaluation Loans can be accessed by logging in to your Lumix Pro Services account at lumixpro.com.au, and navigating to the My Vouchers section where you will be able to request the equipment you would like to loan as well as the location you would like to collect it from. Your request, along with your unique digital vouchers will be generated and emailed to both you and your chosen collection point contact. Your chosen loan partner will call you to arrange the next steps for your loan.
Can I request an evaluation loan for a specific date?
Lumix Professional Service members have access to evaluation loans, these loans are provided by either Panasonic or its Lumix Pro Service Partners. When submitting a loan request, you will have the opportunity to request a preferred date of loan start and finish. When this request is received by the chosen partner, they will check availability and liaise with you by mobile or email to arrange collection of the loan. All loans are subject to availability and new released products may have a waiting list.
How long can I use a Product Evaluation loan camera for?
This depends on whether you are a Silver or Platinum Lumix Pro Services member. Silver members are eligible to trial 2 X items for a period of 3 days each, whereas Platinum members may trial 2 X items for a period of 7 days each. The 2 X items can consist of 2 X camera bodies, 1 X body and 1 X lens or 2 X lenses. The two items can be loaned at different times and do not need to be taken together.
Are there any restrictions applied on Product Evaluation loans?
When borrowing equipment you will be subject to terms and conditions of the individual LUMIX Pro dealer. These may include restrictions for use in dangerous or toxic environments, as well as certain regions. Credit card authorities or hold deposits and ID validation apply. Please speak to your local Lumix Pro Service dealer to confirm these terms.
My product is outside of warranty, what can Lumix Pro Services do for me?
LPS members have access to priority service, even outside of the warranty time frame. Your camera equipment can be sent free of charge to our Repair Centre for assessment and a repair cost can be quoted for you to decide if you’d like to proceed with the repair. All other member benefits apply, including access to loan cameras during extended repair timeframes.
I believe I have been incorrectly charged, what can I do?
If you believe you have been incorrectly charged for your Lumix Professional Service membership you will need to log into your member dashboard and submit a ticket through the enquiry form. Please include transaction numbers and details regarding the transaction in error. A Lumix Professional Services team member will be in contact with you to solve your issue.
What happens when it’s time for renewal?
Members will receive email notifications on the lead up to the end of your Lumix Pro Services membership to remind you to renew your membership. When logged in to the LUMIX Pro Dashboard you will see your current membership status and the date that the membership lapses. If a membership lapses you will still have access to the LUMIX Pro Dashboard however you will not be able to redeem any of the benefits.
Where do I download my invoices?
Invoices & payments can easily be found in the LUMIX Pro Dashboard and are available to download. If you believe there is a payment or invoice missing you will need to submit a ticket via the general enquiry form in your member dashboard.
When does my membership expire?
Memberships will expire one (1) year from the payment date at membership commencement. Your membership expiry date can be found when logged in to your Lumix Pro Service online dashboard.
Do I get a refund if I cancel my membership?
Lumix Pro Services membership is purchased in full years (12 month periods), if you cancel your service throughout the year you will still have access to the benefits up until the end of the period. Refunds are not available for unused services.
Can I get a partial refund for unused member benefits?
Lumix Professional Services membership comes with many benefits, any benefit that remains unused at the end of the membership period will be forfeited at the end of the period and cannot be refunded or exchanged.
What payment methods are accepted?
Lumix Professional Services accepts payments via a secure Stripe online payment gateway. Commonly used cards in Australia VISA, Mastercard and American Express are accepted.