F707 & BFS: Talk to Sony support

[David J. Littleboy]

This has obviously been a hot topic here over the last several
days, and I think I've read most of the posts about it. And I
don't remember anyone saying they've called Sony's support line
(the number under the box top) or returned their camera to Sony for
service.

You missed one, me. I'm on Sony's case here in Tokyo. I'm not sure how far I'll get (they didn't return my call), but I agree, it's nuts.

Are people just accepting this?

Nope. It's a glitch. Still, S85 flash was completely hopeless. Completely. So it's not a total disaster...

David J. Littleboy
Tokyo, Japan

 

[Nikon9963380]

This is an opportunity for all of us 707 owners to work together and seek a common goal. I agree Sony isn't going to fix something that people don't complain loudly about. It seems nowadays people are content to bitc* about something, until they are required to expend effort to help correct it.

I applaud everyone who has taken to initiative to contact Sony on this issue, and I encourage everyone else who doesn't want the random BFS to become involved.

Sony may not care about a few emails, but returned camera's impact their bottom line. This they do care about. My 707 hasn't arrived at Sears yet, but if I experience the BFS (and I expect I will), I'll return it for another one, and I'll return that one too, and I'll continue to do this, along with emails, until the issue is resolved, or I really get tired of making trips to Sears.

If we coordinate our efforts, I think we can maximize our effort. I've already invested money in memory sticks, so I'm inclined to buy Sony in the future. Anyone who tries to make a difference does so for himself, but also for others who own/buy Sony products.

Anyone want to take the lead on this issue? I think we'll get more support than some suspect.

Randall

Are people just accepting this?

Nope. It's a glitch. Still, S85 flash was completely hopeless.
Completely. So it's not a total disaster...

David J. Littleboy
Tokyo, Japan

 

[corwx]

Would be surprised if at least one Sony rep doesn't browse this forum for feedback. May not do anything about it unless people complain thru the proper channels. Maybe there is an email address for tech or marketing? Sometimes, nothing speaks louder than the bottom-line. If fewer people (than expected) buy this camera because of the BFS problem, maybe they'll actually do something.

I haven't called Sony yet. Although I have to say I don't have
much confidence that whoever answers the phone will take me
seriously. It will either take a Phil Askey to help us out, or all
of us calling Sony en masse.

Todd

Todd... I would appreciate any feedback you can givere: your
inquiries.

Phil B.

Ok, I finally got my camera from Sears and I could hardly wait to
get it charged and see for myself what is up with this BFS stuff.
Well I took 45 pics with the internal flash and another 45 with the
external flash. Out of 90 pics total, I got 23 with the BFS
syndrome.

This has obviously been a hot topic here over the last several
days, and I think I've read most of the posts about it. And I
don't remember anyone saying they've called Sony's support line
(the number under the box top) or returned their camera to Sony for
service. How come? Are people just accepting this? I'll tell
you, I love the camera except for this one fatal flaw, but $1000 is
too much for me to spend if I have to "work around" an engineering
flaw.

It's like saying I just bought a car that stalls 1/3 of the time
that you turn left...but that's ok, I rarely turn left.

Todd

 

[Willyee]

Nikon99, I agree that all F707 owners with BFS should call Sony to complain about it. It is only the right thing to do for a $1000 camera. It is definitely a bug and a nusiance that we should not of even had to deal with. No one in their right mind would object to calling Sony service to report the bug (in droves!) to get them to act on correcting it. I for one will call it in first thing tomorrow morning. I am getting pressure from family and friends to return the camera regardless of how well I thing it works because it should not even do that Blue Flash Syndrome thing at all for $1000+ dollars that I spent on it. I want to keep it, others say they would return it and wait for a fixed version to come out. I am now toying with the idea and projecting ahead to envision Sony announcing a fix and that we will have to send it into their repair station(s) to get it patched. What a hassle and stessful moment that will be! I am thinking of doing this... but I am now getting pressure from )the better half) to return it! Sheesh... stress, pressure, pain! Gee Thanks Sony for creating all this rukus!

Nevertheless, I LOVE this camera. That is the truth. I want it fixed and it would be in the best interest of all Sony F707 owners to call and tell ( no complain) to Sony about getting an acceptable fix for this BFS bug. It is the logical thing to do for all those who want to keep the camera or who cannot return it because they bought it from a sleasy etailer store.

I WILL Call Sony Service tomorrow and do my part... I will charge ahead with it from my end for sure. If we all do that in large numbers and threaten to return the cameras... someone at Sony should get the message.

Willyee.

I applaud everyone who has taken to initiative to contact Sony on
this issue, and I encourage everyone else who doesn't want the
random BFS to become involved.

Sony may not care about a few emails, but returned camera's impact
their bottom line. This they do care about. My 707 hasn't arrived
at Sears yet, but if I experience the BFS (and I expect I will),
I'll return it for another one, and I'll return that one too, and
I'll continue to do this, along with emails, until the issue is
resolved, or I really get tired of making trips to Sears.

If we coordinate our efforts, I think we can maximize our effort.
I've already invested money in memory sticks, so I'm inclined to
buy Sony in the future. Anyone who tries to make a difference does
so for himself, but also for others who own/buy Sony products.

Anyone want to take the lead on this issue? I think we'll get more
support than some suspect.

Randall

Are people just accepting this?

Nope. It's a glitch. Still, S85 flash was completely hopeless.
Completely. So it's not a total disaster...

David J. Littleboy
Tokyo, Japan

 

[Phil Gold63167]

I have given good BFS evidence to the store where I bought it (Henry's)- both printed and the files themselves. The advice they gave me was to return the camera rather than expect Sony to fix it anytime soon. So that's what I've done, and I'm waiting for Sony to fix BFS in new production. If they don't, then I'll buy a different camera.

I don't think the user should have to fix the pictures in post production, even if they can.

Now let's see what Sony's customer service is like.

Todd

This is the right approach.

I work for a very large PC manufacturer. When enough customers
return equipment with faults the problem is escalated and corrected.

Support is very expensive.

All the best,

Mark

Ok, I finally got my camera from Sears and I could hardly wait to
get it charged and see for myself what is up with this BFS stuff.
Well I took 45 pics with the internal flash and another 45 with the
external flash. Out of 90 pics total, I got 23 with the BFS
syndrome.

This has obviously been a hot topic here over the last several
days, and I think I've read most of the posts about it. And I
don't remember anyone saying they've called Sony's support line
(the number under the box top) or returned their camera to Sony for
service. How come? Are people just accepting this? I'll tell
you, I love the camera except for this one fatal flaw, but $1000 is
too much for me to spend if I have to "work around" an engineering
flaw.

It's like saying I just bought a car that stalls 1/3 of the time
that you turn left...but that's ok, I rarely turn left.

Todd

 

[Roger63025]

To date I have returned three (3) F707s with BFS - all from Best Buy. Got Sears to match my Best Buy price today so I pre-ordered one from them today (PPP was only 10%.) I have also called Sony three times over the past two weeks regarding this problem.

Responses from Sony regarding BFS:

1st Call (camera #1) - we are not aware of this problem - you should send your camera in for repair.

2nd Call (camera #2) - this is the first we have heard of this problem and will refer the issue to our tech staff for resolution. They also suggested that I take the camera back to the store and purchase either the S85 or F505v.

3rd Call (camera #3) - We are now aware of this issue in this model and our tech staff is working on a fix - check back in a week.

Need-less-to-say, I returned all three (3) for either exchange or refund and avoided the 15% restocking fee. Hopefully the one I just ordered from Sears will not have this problem. The PPP will allow me some time to play if Sony doesn't come up with a fix any time soon.

I truly enjoy this camera and all its features but like many others I am receiving pressure from family and friends to just wait and not purchase until this issue is corrected on production models.

Nevertheless, I LOVE this camera. That is the truth. I want it
fixed and it would be in the best interest of all Sony F707 owners
to call and tell ( no complain) to Sony about getting an acceptable
fix for this BFS bug. It is the logical thing to do for all those
who want to keep the camera or who cannot return it because they
bought it from a sleasy etailer store.

I WILL Call Sony Service tomorrow and do my part... I will charge
ahead with it from my end for sure. If we all do that in large
numbers and threaten to return the cameras... someone at Sony
should get the message.

Willyee.

I applaud everyone who has taken to initiative to contact Sony on
this issue, and I encourage everyone else who doesn't want the
random BFS to become involved.

Sony may not care about a few emails, but returned camera's impact
their bottom line. This they do care about. My 707 hasn't arrived
at Sears yet, but if I experience the BFS (and I expect I will),
I'll return it for another one, and I'll return that one too, and
I'll continue to do this, along with emails, until the issue is
resolved, or I really get tired of making trips to Sears.

If we coordinate our efforts, I think we can maximize our effort.
I've already invested money in memory sticks, so I'm inclined to
buy Sony in the future. Anyone who tries to make a difference does
so for himself, but also for others who own/buy Sony products.

Anyone want to take the lead on this issue? I think we'll get more
support than some suspect.

Randall

Are people just accepting this?

Nope. It's a glitch. Still, S85 flash was completely hopeless.
Completely. So it's not a total disaster...

David J. Littleboy
Tokyo, Japan

 

[Erichatch]

corwx wrote:
. If fewer people (than expected) buy this camera

because of the BFS problem, maybe they'll actually do something.

If people don't buy the camera, how can Sony know WHY they're not buying it? buy it and gripe, that's the way!

 

[Todd Meyers]

If we could coordinate our efforts, we might get more done. What if we all committed to call the same Sony support number at the same time on the same day? That would have to get someone's attention.

Todd

Responses from Sony regarding BFS:

1st Call (camera #1) - we are not aware of this problem - you
should send your camera in for repair.

2nd Call (camera #2) - this is the first we have heard of this
problem and will refer the issue to our tech staff for resolution.
They also suggested that I take the camera back to the store and
purchase either the S85 or F505v.

3rd Call (camera #3) - We are now aware of this issue in this
model and our tech staff is working on a fix - check back in a week.

Need-less-to-say, I returned all three (3) for either exchange or
refund and avoided the 15% restocking fee. Hopefully the one I
just ordered from Sears will not have this problem. The PPP will
allow me some time to play if Sony doesn't come up with a fix any
time soon.

I truly enjoy this camera and all its features but like many others
I am receiving pressure from family and friends to just wait and
not purchase until this issue is corrected on production models.

Nevertheless, I LOVE this camera. That is the truth. I want it
fixed and it would be in the best interest of all Sony F707 owners
to call and tell ( no complain) to Sony about getting an acceptable
fix for this BFS bug. It is the logical thing to do for all those
who want to keep the camera or who cannot return it because they
bought it from a sleasy etailer store.

I WILL Call Sony Service tomorrow and do my part... I will charge
ahead with it from my end for sure. If we all do that in large
numbers and threaten to return the cameras... someone at Sony
should get the message.

Willyee.

I applaud everyone who has taken to initiative to contact Sony on
this issue, and I encourage everyone else who doesn't want the
random BFS to become involved.

Sony may not care about a few emails, but returned camera's impact
their bottom line. This they do care about. My 707 hasn't arrived
at Sears yet, but if I experience the BFS (and I expect I will),
I'll return it for another one, and I'll return that one too, and
I'll continue to do this, along with emails, until the issue is
resolved, or I really get tired of making trips to Sears.

If we coordinate our efforts, I think we can maximize our effort.
I've already invested money in memory sticks, so I'm inclined to
buy Sony in the future. Anyone who tries to make a difference does
so for himself, but also for others who own/buy Sony products.

Anyone want to take the lead on this issue? I think we'll get more
support than some suspect.

Randall

Are people just accepting this?

Nope. It's a glitch. Still, S85 flash was completely hopeless.
Completely. So it's not a total disaster...

David J. Littleboy
Tokyo, Japan

 

[Todd Meyers]

Obviously this is a hot topic here, and one that affects a good number of us who have purchased the F707. If we could coordinate our efforts, we might get more done. What if we all committed to call the same Sony support number at the same time on the same day? That would have to get someone's attention.

Todd

 

[Bigglesthwaite]

I have written (e-mail) to Sony support in the UK saying I wish to buy this camera but want to know when the BFS (and colour over saturation) would be corrected, and that I would buy only once these problems had been fixed.

Not much, but it is a start.

I am awaiting a response.

Maybe telephoniing would be better.

All the best,

Mark

 

[FourierTransform]

Go Go Go!

F707 from Singapore also have these problems despite the fact that the serial numbers are much later than US batch.

Ok, I finally got my camera from Sears and I could hardly wait to
get it charged and see for myself what is up with this BFS stuff.
Well I took 45 pics with the internal flash and another 45 with the
external flash. Out of 90 pics total, I got 23 with the BFS
syndrome.

This has obviously been a hot topic here over the last several
days, and I think I've read most of the posts about it. And I
don't remember anyone saying they've called Sony's support line
(the number under the box top) or returned their camera to Sony for
service. How come? Are people just accepting this? I'll tell
you, I love the camera except for this one fatal flaw, but $1000 is
too much for me to spend if I have to "work around" an engineering
flaw.

It's like saying I just bought a car that stalls 1/3 of the time
that you turn left...but that's ok, I rarely turn left.

Todd

 

[Willyee]

What is more important in a case like this to help things move quicker and to keep Sony Service honest in their replys is to insure that you get the Sony Representatives name(s) that you spoke to, what you told them, what they told you and what time and day you called in to report the bug.

Do this for every single time you have to call and talk to them about it.

We could all post the information here as a documented history log so that there won't be any doubts or run-around tactics. If anyone should encounter any BS from a Sony rep, they can always refer them to all the others who have called it in and what the facts are by telling Sony to look at this forum at our "united" effort to get the product fixed.

I will be calling Sony today when they open soon...!

You F707 owners should do the same, even if you don't want to send your F707 in for repair, since if you help to push for a fix, at least you know you can have it should you decide that you want to send your baby in for it. I think this is a logical approach to handling it.

Oh, of course, be nice to the Service Reps and don't come across hot headed and angry...! Be diplomatic and pleasant and patient for the best results is my policy here. 'nuff said.

Willyee.

Todd

Responses from Sony regarding BFS:

1st Call (camera #1) - we are not aware of this problem - you
should send your camera in for repair.

2nd Call (camera #2) - this is the first we have heard of this
problem and will refer the issue to our tech staff for resolution.
They also suggested that I take the camera back to the store and
purchase either the S85 or F505v.

3rd Call (camera #3) - We are now aware of this issue in this
model and our tech staff is working on a fix - check back in a week.

Need-less-to-say, I returned all three (3) for either exchange or
refund and avoided the 15% restocking fee. Hopefully the one I
just ordered from Sears will not have this problem. The PPP will
allow me some time to play if Sony doesn't come up with a fix any
time soon.

I truly enjoy this camera and all its features but like many others
I am receiving pressure from family and friends to just wait and
not purchase until this issue is corrected on production models.

Nevertheless, I LOVE this camera. That is the truth. I want it
fixed and it would be in the best interest of all Sony F707 owners
to call and tell ( no complain) to Sony about getting an acceptable
fix for this BFS bug. It is the logical thing to do for all those
who want to keep the camera or who cannot return it because they
bought it from a sleasy etailer store.

I WILL Call Sony Service tomorrow and do my part... I will charge
ahead with it from my end for sure. If we all do that in large
numbers and threaten to return the cameras... someone at Sony
should get the message.

Willyee.

I applaud everyone who has taken to initiative to contact Sony on
this issue, and I encourage everyone else who doesn't want the
random BFS to become involved.

Sony may not care about a few emails, but returned camera's impact
their bottom line. This they do care about. My 707 hasn't arrived
at Sears yet, but if I experience the BFS (and I expect I will),
I'll return it for another one, and I'll return that one too, and
I'll continue to do this, along with emails, until the issue is
resolved, or I really get tired of making trips to Sears.

If we coordinate our efforts, I think we can maximize our effort.
I've already invested money in memory sticks, so I'm inclined to
buy Sony in the future. Anyone who tries to make a difference does
so for himself, but also for others who own/buy Sony products.

Anyone want to take the lead on this issue? I think we'll get more
support than some suspect.

Randall

Are people just accepting this?

Nope. It's a glitch. Still, S85 flash was completely hopeless.
Completely. So it's not a total disaster...

David J. Littleboy
Tokyo, Japan