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Archive 2014 · AAHH Sony A7r shutter is going !! Update Sony Warranty A+++++

  
 
Peter Le
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p.3 #1 · p.3 #1 · AAHH Sony A7r shutter is going !! Update Sony Warranty A+++++


Sony support told me Monday morning a tech would call me in one business day, Tuesday. No one called, Tuesday or Wednesday. Called support back this evening....they were very apologetic.... took more notes about my shutter speed test and said a tech would call this evening or tomorrow. Told him I wasn't upset.... yet. He agreed I should get a new camera but he did not have the authority to do that.... only the product specialist could. So hopefully he will call tonight or tomorrow and agree to this in a timely manner. Fingers still crossed.


Feb 05, 2014 at 06:32 PM
Peter Le
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p.3 #2 · p.3 #2 · AAHH Sony A7r shutter is going !! Update Sony Warranty A+++++


sanapsy....it is always the same as the example I posted. On the right 3rd of the frame holding the camera in portrait or the bottom holding the camera in landscape. Always the same amount of the frame, but with varying degrees of over exposure. Hope this helps


Feb 05, 2014 at 06:37 PM
akul
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p.3 #3 · p.3 #3 · AAHH Sony A7r shutter is going !! Update Sony Warranty A+++++


Peter Le wrote:
Sony support told me Monday morning a tech would call me in one business day, Tuesday. No one called, Tuesday or Wednesday. Called support back this evening....they were very apologetic.... took more notes about my shutter speed test and said a tech would call this evening or tomorrow. Told him I wasn't upset.... yet. He agreed I should get a new camera but he did not have the authority to do that.... only the product specialist could. So hopefully he will call tonight or tomorrow and agree to this in a timely manner. Fingers still crossed.


I wonder why they don't just transfer your call. Sounds frustrating. Oh, and thanks for the post and update.



Feb 06, 2014 at 02:10 AM
schlotz
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p.3 #4 · p.3 #4 · AAHH Sony A7r shutter is going !! Update Sony Warranty A+++++


Peter,

I was the individual that had a sensor defect where Sony supplied a new a7r vs having me wait longer on a part they had ordered to fix the one sent in. I also agree they are quite pleasant over the phone. Believe the key in my case was getting a work order established and sending the camera in to their Loredo facility. Like some other companies, I did follow up with them twice in between "update calls" they made to inform me they were still waiting on a part. It was on the third week update call I asked a series of questions the front line person wasn't able to answer and he put me through to the Loredo group. Of course, this group has another layer of support personnel in from of the actual technicians but they took down my questions and said a tech would call me right back. 15 min later he did and immediately was apologetic regarding how long Sony had me waiting for repair and wanted to satisfy me by sending a replacement body.

The hardest part was getting a work order. Had to educate their customer repair rep on what a dust spot was on a sensor that couldn't be removed. I suspect this was someone filling in, because they didn't appear to be camera savvy. Once they understood the issue, a work order was quickly established.

Good luck with your a7r, I suspect in the end they will replace the camera for you.

Matt



Feb 06, 2014 at 09:52 AM
molson
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p.3 #5 · p.3 #5 · AAHH Sony A7r shutter is going !! Update Sony Warranty A+++++


Peter Le wrote:
http://www.lewandoimages.com/Other/Sony-A7r-Shutter/i-4p9NDH6/1/O/140204_0878.jpg

Waiting for Sony tech to call me back. Gave all the info to Sony customer service yesterday and was told a tech would call in one business day. Fingers crossed for a speedy solution.
This is just a test shot to show shutter problem 55 mm. 1/500 @ f/8.0 ISO 100



Wait until somebody from Olympus sees this - they'll want to license it from Sony to use as a new "Art" filter.



Feb 06, 2014 at 10:04 AM
arduluth
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p.3 #6 · p.3 #6 · AAHH Sony A7r shutter is going !! Update Sony Warranty A+++++


akul wrote:
I wonder why they don't just transfer your call. Sounds frustrating. Oh, and thanks for the post and update.


:/ It does sound frustrating. When I had my go-around with Sony service, I didn't have to talk to a product specialist or technician - I just spoke with the call center guy. Then again, my problem was obviously not user error as the camera was throwing up a printed error right after the shot. Not saying your problem is user error, but putting myself in the mindset of a call center person who doesn't know anything about cameras I wouldn't be surprised.

Good luck!



Feb 06, 2014 at 12:17 PM
Peter Le
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p.3 #7 · p.3 #7 · AAHH Sony A7r shutter is going !! Update Sony Warranty A+++++


Still in a holding pattern.......Monday I was told by Sony customer service a product specialist would call in one business day, no call Tuesday or Wednesday. Late Wednesday I called again....customer service was very apologetic and said he ( the product specialist) was very busy, took more information and said he would call tonight or tomorrow morning. "He" "was very busy" could Sony America only have one product specialist for the A7r ? That seems insane to me. Well it is Thursday afternoon and still no call..... a little frustrating because I can't even get the ball rolling. This hopefully could still all turn out well.....but so far Sony warranty service is nothing like Canon's or even Nikon's. If this is how they support their new $2,300 dollar camera ..... well I don't know what to say. Just hoping if I ever get through to this product specialist he speeds thing along to my satisfaction. I understand that some times things go wrong in production, but remember this is only 3 days over a month old with less then 1,000 clicks on the shutter. You would think Sony would be a little more concerned.


Feb 06, 2014 at 02:01 PM
edwardkaraa
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p.3 #8 · p.3 #8 · AAHH Sony A7r shutter is going !! Update Sony Warranty A+++++


Why do you have to talk to the specialist? Wouldn't it be better/simpler to just arrange for repair under warranty? Replacing a shutter is quite straightforward and fast procedure.


Feb 06, 2014 at 02:18 PM
Peter Le
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p.3 #9 · p.3 #9 · AAHH Sony A7r shutter is going !! Update Sony Warranty A+++++


edwardkaraa wrote:
Why do you have to talk to the specialist? Wouldn't it be better/simpler to just arrange for repair under warranty? Replacing a shutter is quite straightforward and fast procedure.


That is very logical But..... you have to call customer service and they claim they do not have the authority to do anything with warranty's without you dealing with a product specialist. Who never seems to call you.......it is appearing that that is how they deal with warranty's.



Feb 06, 2014 at 03:10 PM
Julio Marcos
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p.3 #10 · p.3 #10 · AAHH Sony A7r shutter is going !! Update Sony Warranty A+++++


Not sure what is going on, but I've gone through Sony repair three times (two under warranty, including dust on RX1 sensor) and it was easy, fast, and reasonably priced when I had to pay. I would be calling everyday, possibly the Laredo repair center.


Feb 06, 2014 at 03:24 PM
schlotz
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p.3 #11 · p.3 #11 · AAHH Sony A7r shutter is going !! Update Sony Warranty A+++++


Peter, I would call the repair number, tell them you have a blown shutter and need a work order assigned so you can send it in for repairs. That fact that the camera is one month old will come into play once Loredo gets their hands on it. Still believe they will resolve the matter without out cost to you in the end.


Feb 06, 2014 at 05:38 PM
edwardkaraa
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p.3 #12 · p.3 #12 · AAHH Sony A7r shutter is going !! Update Sony Warranty A+++++




Peter Le wrote:
That is very logical But..... you have to call customer service and they claim they do not have the authority to do anything with warranty's without you dealing with a product specialist. Who never seems to call you.......it is appearing that that is how they deal with warranty's.


That sounds counter productive and not very logical indeed.



Feb 06, 2014 at 09:42 PM
Peter Le
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p.3 #13 · p.3 #13 · AAHH Sony A7r shutter is going !! Update Sony Warranty A+++++


Things are looking much better..... Tech guy finally called me back this evening. He said he looked at the pictures on my website and yes it is not user error. No wrong settings it is definitely something wrong with the camera. I replied ya looks like a shutter on it's way out, he replied I'm not otherised to say that. He said he would like some raw files to look at and did I have a way to upload them to him. I said yes....he said he would connect me to a product specialist to arrange for the camera to be shipped to Lerado for evaluation. The product specialist said they would repair it, but I said it is a month old and has less then 1,000 clicks could he arrange for a new camera for me. He said it might be possible but he would have to check. He said when they received the camera and evaluated it he would get back to me. In the mean time emailed me a overnight FedEx label. They both were very pleasant and helpful but this all would have been faster and less frustrating if I could have called originally been connected to one of these people instead of their blockers. Oh well it's all good and appears to be getting better.


Feb 06, 2014 at 10:04 PM
Beni
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p.3 #14 · p.3 #14 · AAHH Sony A7r shutter is going !! Update Sony Warranty A+++++


This is ridiculous. When you have a problem with your camera you should be able to just ship it off to the repair center!


Feb 07, 2014 at 02:58 AM
schlotz
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p.3 #15 · p.3 #15 · AAHH Sony A7r shutter is going !! Update Sony Warranty A+++++


Beni wrote:
This is ridiculous. When you have a problem with your camera you should be able to just ship it off to the repair center!


On the surface most would agree. The troubling issue is just how many people don't know how to use their camera and immediately blame the maker vs themselves (cause they're never wrong). If they could just send them in for repair, each maker would be completely flooded with bodies that work perfectly fine. This places the manufacturers in an apparent no-win scenario. Having to tell the customer they don't know how to use what they bought. In turn the still self denying customers spread bad press about a company and its product when in reality the only problem was them to begin with. While all of this plays out over and over, any true issue (like the one here) gets buried. Classic death spiral.

Maybe a slight over exaggeration but I think the point to come away with is the better practice to follow is triage. Some do it better than others.

Matt



Feb 07, 2014 at 08:29 AM
Tariq Gibran
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p.3 #16 · p.3 #16 · AAHH Sony A7r shutter is going !! Update Sony Warranty A+++++


schlotz wrote:
On the surface most would agree. The troubling issue is just how many people don't know how to use their camera and immediately blame the maker vs themselves (cause they're never wrong). If they could just send them in for repair, each maker would be completely flooded with bodies that work perfectly fine. This places the manufacturers in an apparent no-win scenario. Having to tell the customer they don't know how to use what they bought. In turn the still self denying customers spread bad press about a company and its product when in reality the only problem was them
...Show more

That makes complete sense for lower end cameras but one would think a buyer of a full frame, 2K+ higher end camera might not fit that stereotype. Sony should have a way to differentiate likely customer type by the camera model so that if one is calling in about an a99, RX1 or A7r, the customer avoids being tossed into the same category as lower end consumer products and gets expedited service. I have experienced that sort of better screening with customer service when dealing with other companies (If I recall, Fuji did this a while back). Then again, maybe Sony knows something about their customers and have found that novices are buying their higher end cameras (so must put them through this newbie type of screening).



Feb 07, 2014 at 10:48 AM
leemik
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p.3 #17 · p.3 #17 · AAHH Sony A7r shutter is going !! Update Sony Warranty A+++++


I had to have my NEX-7 repaired due to the dreaded "camera error".. It turns out something was wrong with the shutter.. They notified me every step of the way of what needed to get repaired by calling me. It took about a week and a half to complete the repairs and for them to return the camera to me..

As a bonus without telling me or charging me, they also replaced my screen (I had a huge scratch across it.. my fault) and the grip (the service order said it was slightly worn)

I couldn't be more happy with Sony Service.



Feb 07, 2014 at 11:55 AM
Peter Le
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p.3 #18 · p.3 #18 · AAHH Sony A7r shutter is going !! Update Sony Warranty A+++++


Update.... seems after I got to the right people things happened very fast and Sony support is ending up better then I have been treated by any camera company. I was called 3 times yesterday and 3 times to update solving the problem and informing me all the way by extremely friendly and competent tech and product specialists. Seems when the right people became aware it was a camera problem, not a user error they were very apologetic and extremely proficient at moving things along, informing me of every step taken. I'll tell you at 1st I wondered if they even had a warranty service, now a few days into this I am amazed at how competent, helpful and informative they are. The camera has been overnighted to them and will be repaired or replaced by early next week. From what it appears now their warranty service is every bit as good as Canon's or better and that they take problems with their upper tier camera's very seriously. They just need to work on making a quicker path to the right people. If things turnout like they are saying I will extremely satisfied.


Feb 07, 2014 at 11:57 PM
schlotz
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p.3 #19 · p.3 #19 · AAHH Sony A7r shutter is going !! Update Sony Warranty A+++++


...as suspected. Good to hear you got to their technical staff. With a work order #, and their Loredo support phone # you can call to check up on it if necessary. After the tech offered to replace mine, he informed me the new one would arrive in approx a week. 7 days later it was on the door step.


Feb 08, 2014 at 09:14 AM
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