Sony got my camera on Monday. Since they said they would ship the replacement overnight, I assumed I would get it this week, but I just spoke to Sony and they said it would take 7-10 business days to process it. I'm leaving for Mexico next week and sent it in so I would get the replacement in time for my trip and now I won't have it. I would have waited if I knew. I can't believe they didn't tell me that processing would be 7-10 business days. I am p*ssed!!!
That's not good Jeff. I was also informed that once they receive the camera, they would send the replacement overnight...Honestly I am regretting sending the camera in. My copy was extremely sharp and well-centered.
According to the Sony recall notice, any affected cameras will be replaced up until March 31, 2018.
"If you experience this problem and your camera falls within the serial range listed below, please contact us at 1-239-245-6360 for a free inspection and service. Please note this free inspection is available until March 31, 2018."
Doesn't that mean anyone with an affected camera can use it until March of 2018 and then get a free replacement?
JoeFriday wrote:
According to the Sony recall notice, any affected cameras will be replaced up until March 31, 2018.
"If you experience this problem and your camera falls within the serial range listed below, please contact us at 1-239-245-6360 for a free inspection and service. Please note this free inspection is available until March 31, 2018."
Doesn't that mean anyone with an affected camera can use it until March of 2018 and then get a free replacement?
The rep told me that they are only replacing cameras that are almost new. (from those who have owned it for short period of time). After that, they will be repaired instead. This is not official and just what I was told when calling them.
Sony got my camera on Monday. Since they said they would ship the replacement overnight, I assumed I would get it this week, but I just spoke to Sony and they said it would take 7-10 business days to process it. I'm leaving for Mexico next week and sent it in so I would get the replacement in time for my trip and now I won't have it. I would have waited if I knew. I can't believe they didn't tell me that processing would be 7-10 business days. I am p*ssed!!!
I think you may have to be a squeaky wheel on the phone with someone at Sony until they agree to fix this as that is not right. Where is the logic in overnight shipping with a casually lax 7-10 business day processing time? How many days does it take to read the serial number...
Tariq Gibran wrote:
I think you may have to be a squeaky wheel on the phone with someone at Sony until they agree to fix this as that is not right. Where is the logic in overnight shipping with a casually lax 7-10 business day processing time? How many days does it take to read the serial number...
I was pretty adamant on the phone that they should have told me that it would take 7-10 business days before I got the benefit of overnight shipping. The guy I talked to seemed to have no control over anything. If I get a chance tomorrow, I'll call back and ask to talk to a supervisor.
OK, Tariq prompted me to call Sony service back. This time it occurred to me to ask to be transferred to the service center. The rep at the service center confirmed my original camera was received and said my replacement was being processed and although he did not have a tracking number he said he expected that it would be shipped overnight today or tomorrow.
Sorry for the false alarm. If they do as he said, I think people should expect that it will take 2-3 business days after Sony receives your camera before they ship the new one. (My camera arrived at the service center in Pennsylvania at 10:30am this past Monday).
FWIW, when I called, at the end of the conversation I asked how long before a replacement gets shipped. He paused a bit, came back and said "7-10 days".
These packages are opened and inspected by hand. Once verified, who knows where the replacement comes from. It may be the repair facility, but most likely it comes from Sony's distribution system. At least once it's shipped, it won't be a week in transit.
It's a bummer, I know. I was planning on using the camera next week when the Super Bowl comes to town. Now, it's doubtful it will be here on time (my camera was received by Sony today). Hopefully, the "7-10 days" is overly pessimistic and they will ship a lot sooner.
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ETA. And apparently, I may have been right about the pessimistic turnaround estimate. That's great news Jeff!
Found out about the recall and FedEx'd the camera overnight on Thu, for Friday morning delivery. I didn't use their label and instead paid myself for overnight because the Sony rep told me on the phone that if they got it Friday they would overnight the replacement for Sat delivery. I had a shoot on Sunday, which is why I spent the extra money.
The replacement was never sent. I have called the number countless times and as the people above have said, the departments are completely disorganized - they were finally able to acknowledge receiving my camera, but had no clue what was going on with the replacement. They even moved my case "up a tier" and said that someone would be contacting me to discuss within 48 hours and gave me another number to call - the service center. The service center also had no clue what was happening.
It's been 48 hours and no email or call back.
I've spoken to the service center once a day and all they can tell me is that they are sending a message to inquire and that it's strange that my replacement hasn't been sent out. (?) This is all so unprofessional, especially because this camera has a high price point and because this was their own recall (not a repair from anything I did to it.)
On a positive note: I called B&H today (where I bought the camera) - and they said that there's not much they can do at the moment, since I had sent the camera back to Sony. But B&H said that in the future, if I send a recalled item to them, they will handle it and immediately send me a replacement. I wish I'd thought of that in the first place instead of following the Sony directive. So if you bought from B&H - or another reputable dealer - and you haven't sent yours in yet, I'd suggest exploring that option first.
It seems like Sony was not prepared to handle the processing of this recall and we are suffering the early adoption consequences. Good luck to the rest of you and I pray that someone high up at Sony reads this forum and tries to fix this mess. I can't believe that I don't have a tracking number for my replacement, much less the camera, in my hand.
alowprofile wrote:
Hey all. Here's how it has played out for me:
Found out about the recall and FedEx'd the camera overnight on Thu, for Friday morning delivery. I didn't use their label and instead paid myself for overnight because the Sony rep told me on the phone that if they got it Friday they would overnight the replacement for Sat delivery. I had a shoot on Sunday, which is why I spent the extra money.
The replacement was never sent. I have called the number countless times and as the people above have said, the departments are completely disorganized - they were finally able to acknowledge receiving my camera, but had no clue what was going on with the replacement. They even moved my case "up a tier" and said that someone would be contacting me to discuss within 48 hours and gave me another number to call - the service center. The service center also had no clue what was happening.
It's been 48 hours and no email or call back.
I've spoken to the service center once a day and all they can tell me is that they are sending a message to inquire and that it's strange that my replacement hasn't been sent out. (?) This is all so unprofessional, especially because this camera has a high price point and because this was their own recall (not a repair from anything I did to it.)
On a positive note: I called B&H today (where I bought the camera) - and they said that there's not much they can do at the moment, since I had sent the camera back to Sony. But B&H said that in the future, if I send a recalled item to them, they will handle it and immediately send me a replacement. I wish I'd thought of that in the first place instead of following the Sony directive. So if you bought from B&H - or another reputable dealer - and you haven't sent yours in yet, I'd suggest exploring that option first.
It seems like Sony was not prepared to handle the processing of this recall and we are suffering the early adoption consequences. Good luck to the rest of you and I pray that someone high up at Sony reads this forum and tries to fix this mess. I can't believe that I don't have a tracking number for my replacement, much less the camera, in my hand.
I wonder if this disorganization/ poor communication internally is a result of this recall being handled not just by Sony directly but by Precision Camera (generally responsible for Sony warranty issues).
Tariq- it's possible. At first when there was radio silence I Googled that address to see where it went. There's no record of a Sony location - the Fed Ex guy said that the address wasn't even showing up in his computer, but sent it for me anyway. On Google Maps it's a completely non-descript building - no sign of a Sony warehouse or a Precision camera. It reminds me of a top secret government facility in a movie that's staged to look like a beat-up lumber yard.. the type of spot where they hide alien spaceships or faulty RX1rii cameras. It's even more bizarre that none of the Sony reps I spoke to could call the place. I'd love to hear someone on here tell me that they, too, sent their camera to Palmer and got the replacement successfully.
same, i have a job Saturday that i really need it for. I called Sony and its like the regular, frustrating, call center experience. UGH =/ wish i waited to send mine in too.
Got thru just now and was told they received a shipment of cameras today and were processing returns as we spoke. They promised my replacement would be here tomorrow or Saturday at the lastest.
carlitos wrote:
The competence of Sony service is why I'm waiting for Nikon's mirrorless D900.
Sounds like you never dealt with Nikon before. There no picnic either.
Actually I banned myself from buying Nikon ever again. They shut down all the mom and pop repair shops across the country and took it all back in house. In the process all these repair shops that relied heavy on Nikon repair work are suffering now. I'll never buy a Nikon again these folks have been my friends for 40 years and they did not deserve this.
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