Here is a good number to try for a quick update and (if available) a tracking number: 877-591-7669. My camera was received on the 27th and has been "processed" (ordered) for replacement today. No tracking yet, but they told me to expect the camera on Tuesday or Wednesday.
Thanks, Terry. Makes sense.
The new RX1rii seems to be just as good as the last one. I'm sure you guys will be a better judge of the centering than l am when you receive your own. But they seem to hold a pretty high standard for these cameras (hence, this immediate recall).
Here's my recent exchange with Sony on Facebook messenger.
ME:
Hi there,
In regards to my post. My reference numbers are as follows:
Reference number: XXXXX
Reference number 2: XXXXX (to expedite the process)
I shipped the unit back to Sony on Tuesday, the 26th in the evening. It should have arrived on the 27th however when Purolator attempted delivery, the loading dock wasn't available. This was just before 1pm on the 27th. The camera was successfully delivered on the 28th at 1:30pm. I would have expected that the replacement would have been "expedited" out that day as I had been assured it would be by one of the phone reps - I think she used the term "immediately". I even offered to drive the unit down to the centre myself and was first told that this was fine but later told that it was not possible.
I thought I'd call support to follow up today and to my disappointment I was told that there was a delay in receiving the replacement unit from the warehouse and that it would "hopefully" ship out today. What perturbs me is that I got a call from Downtown Camera on the 27th, who I'd inquired about the camera with when it was originally released (I ended up purchasing it from Aden). They were calling me to let me know that it was now available for purchase. So after spending $4199 and another $249 for the leather case (which I'm still waiting for from the retailer), I'm now waiting for a replacement due to "delays" while others can simply go buy the unit at a retailer. After spending this kind of money, I would have expected that "expedite" would mean what it means. I'm impressed that Sony is doing the right thing and replacing the "light leak" effected cameras outright rather than skirting the issue and simply repairing them however I would have expected a smoother process.
Thanks for your time.
Mike

SONY:
Hi Mike, sorry to hear about this. Thanks for sharing your case number and full details with me. Mind also sharing your email and phone number, and someone will look into it?
ME:
Sure although it should be listed under the reference number? in any event - email is XXXXX and cell is XXXXX.
ME:
11:04PM
I'm not pleased in the least with your level of response to this issue. Clearly from what Im reading on various Sony camera enthusiast websites, there is a lack of transparency and urgency regarding the replacement of these cameras. In addition, your call centre reps including the customer care reps who I've spoken to twice are misinformed as to the process. More than once I was told that the replacement camera would ship "immediately" and "overnight" upon receipt of the defective unit. My expectation is that you'll do what you need to do to get a new, unused (not a repaired unit), unaffected RX1Rii to me as soon as possible in accordance with what your support team is communicating. I look forward to your timely response.
Mike: They'll get it to you soon. It seems like they didn't have the return process in place before they announced the recall- but I'm guessing you'll have it within a week of their receiving it.
I'm confused by you paying 4199 for it? Unless you're writing from outside the US and it's an exchange rate thing? That's a lot more than the camera normally costs, even with an extended warranty.
Ah, I see.
Here's to everyone getting their cameras right away. I never missed a camera as much as this one - while it was gone it felt like Gear Aquistion Syndrome for a camera that I already had. I need to get a life!
mlhannon wrote:
alowprofile: yes I'm in Canada where the price is $4199. At the current exchange the $3298 usd converts to approximately $4600 Canadian. Yikes!
Wait a couple of years and we'll be picking them up for $2000.00. In the meantime you'd better get that RX1r II earning its keep by selling some images!
I know! Part of the reason I'm so eager is because I've got a newborn at home! Thank god I held back on sending it in immediately as my son was born on the 25th. I got amazing photos in the hospital etc but now we're visiting great grandparents for the first time and I'm pissed that I'll likely miss the opportunity to capture those special moments which is part of the reason why I bought this camera. Ugh!
Someone mentioned "silent fixes" on one of these boards- the fact that they fix the issue and as long as they're in there they take the time to tweak anything else that might not work. So, glass half-full... Maybe Best Buy, etc got the first retail shipments and the ones we are getting from the warehouse are the latest and greatest (plus triple spot checked because they'd be embarrassed to mess up twice.)
PS Downloaded that new Sky HDR app - it just crashes on the Rx1rii... All of the old apps still work, though. Weird. And, of course, nobody at Sony knows what dept handles Playmemories app support... They transferred me to the PlayStation dept who said "we don't do those apps." Good times.
alowprofile wrote:
Someone mentioned "silent fixes" on one of these boards- the fact that they fix the issue and as long as they're in there they take the time to tweak anything else that might not work. So, glass half-full... Maybe Best Buy, etc got the first retail shipments and the ones we are getting from the warehouse are the latest and greatest (plus triple spot checked because they'd be embarrassed to mess up twice.)
PS Downloaded that new Sky HDR app - it just crashes on the Rx1rii... All of the old apps still work, though. Weird. And, of course, nobody at Sony knows what dept handles Playmemories app support... They transferred me to the PlayStation dept who said "we don't do those apps." Good times....Show more →
Did you try deleting the app and then reinstall it?
I got an email from Sony support today indicating that they'd received my camera on the 29th while Purolator tracking says it was delivered to them at 1:30pm on the 28th. Sony's logistics continue to impress.
Ok. Got off the phone right now with Sony again. This is ridiculous. This is the 11th day with out my camera. The rep just told me the order was processed today! So the 7-10 business days starts today!. If Sony is trying to push customers away, they are doing a good job. The customer service sucks and I'm tired of getting the run around. I live with in 1 1/2 of Palmer MA where my camera is. I ask if I can go pick mine up and was told no they will not release "my" camera back to me since a replacement was "processed". Funny I was told the camera would be over nighted the day they received it , which would have meant I should have gotten it last Tuesday. Everyday I get the same BS. This may be my last Sony.
Terry - if it's any consolation, I believe I got my camera one or two days after it was "processed." I could be wrong, but it seemed like processing meant 'time to overnight the replacement.' The operators in the call center don't seem to have any knowledge about what's going on - they told me another 7-10 days right before I received it, so I wouldn't get too freaked out by that.
I just got off the phone with someone higher up from Sony. Apparently my replacement is set to ship today and arrive tomorrow or Wednesday at the latest. He assured me that he'd email me a tracking number as soon as it's available. No explanation, no apology. So I guess in my case, overnight means a week or so.
