I Have to Return my Pyxis 12k

I really like this camera. I waited months for the preorder. Gladly paid the tariff price. It finally got here two weeks ago, and while testing this camera, it’s locked up three times on me. I contacted black magic support and they said it sounds like a hardware issue and I should send it back to B&H, or RMA to them. After doing some digging around on forums and the facebook group, it seems like other people are having this problem, so I wanted to make a video going over my experience and where I’m going from here.

How it’s Locking Up

First off, whats happening to my camera? The first time, I was recording 30 second to 5 minute test clips in different resolutions, and after about an hour, the camera screen went blank, still back lit, but unresponsive. Playback was not involved at all the first time. I didn’t see it go from working to blank, so I don’t know what happened as it locked up. All of the clips that I had recorded were saved on the card though.

The second time, it was a similar story, but in my living room recording some tests, and going to playback it locked up.. check out the video to see the short video of the scenario where it locked up.

I made that simera-c and pyxis video without a single hiccup from the camera, then DZO sent me the Vespid 2’s to try out, I put one on the 12k, and it locked up after the first clip. Ironically, it was in the same spot as the second time. Again, check out the video to see the short video of the scenario where it locked up.

BlackMagic’s Response

First off, blackmagic support is fantastic. I’ve been on a kick of just calling companies if I have an issue and I can’t google my way out of it. Email is ok, but getting someone on the phone solves issue quickly. And blackmagic’s phone support is great. I was third in line, and I was on hold for about 5 minutes before byron picked up the phone. I explained how my camera was locking up, like I just did, and he said that doesn’t sound right. And without diagnosing it in person, he can’t really tell but based on my story, it sounds like a hardware issue. Could be with the fan, which might make sense, because in my first impressions video I noted how loud this fan is. I have not compared my fan on the 12k to any other 12k’s, but it does seem a little loud in general.

He also said it could be a media issue if you’re not using cards that are fast enough to handle the data, that could cause issues. I’m using a Type B OWC card thats on their approved list, I’ve done health checks in their software, so I don’t think thats the issue. I’ve recorded half hour long 12k clips on the card without issue. And then the third lock up I had, I just turned the camera on and shot a 30 second clip in my 68 degree living room, so I don’t think overheating is an issue? And I don’t think the card is the issue?

I’m no technician, but something is wrong with this camera.

I asked byron what the typical RMA turnaround time is, and he said about 10 business days from whenever they receive the camera, but said if I’m still in my return window, it would be faster for me to return the camera, note that it’s defective and get a replacement.

Either way, contacting blackmagic support was a great experience. And I ask a lot of questions, and they put up with me, so shout out to byron.

A Tough Lesson

One lesson I did learn the hard way here, if you’re on B&H and you’re going to buy items with your preorder camera, make sure you select the “ship all items together” option, because I’m able to return my camera, but since I selected to send all the accessories on their own, all of my accessories are now past their return window, and I can’t return all of my accessories.

All in, I spent $7,513.63 cents. That was the pyxis, a 1TB OWC atlas card, the Tilta pro kit, the DZOFilm PL to L, XLCS monitor cable, and the Pyxis monitor.

I also bought the Sennheiser MKE 400 for the Pyxis, but I’m going to keep that to use on my other cameras. Thank you guys for the recommendation on my pyixs rolling shutter video, I mentioned how bad the internal mics on this camera are and you guys recommended the MKE400 for an on-camera mic. Love this one, i’m holding onto this mic.

Frustrations and Opportunity Costs

I already started the return.

I’m going to wait a while before I buy anything.

Maybe I’ll get another Pyxis 12k. Or sell off the pyxis accessories and put that towards a new camera. More Arles lenses would be nice. Maybe check out a Lumix camera for their open gate?

I want to start shooting more short films and eventually a feature. Maybe I’ll save up a bit more and get a used alexa mini with 5,000 hours on it. The could be cool.

Either way, I spent way too much time testing out the Pyxis, to just have to send it back so now I have to actually do work and bill some clients. I made exactly zero dollars with the pyxis since I wanted to test it before taking it on a paying job. I’m kind of glad I did that, but now I don’t have time to put another pyxis through that same testing so I’m going to hold off for now.

I Still Love The Pyxis

This isn’t to steer people away from the Pyxis by any means. I just happened to get a defective unit and it left me feeling a bit burned, especially after waiting months and paying the tariff price. And now having un-returnable accessories that I’m holding the bag for now.

If you have a solid pyxis that is not giving you any issues, hold onto that camera and treat it well. It truly is a fantastic camera when it’s working well. It seems like a small amount of cameras have issues, but not all of them.