MORE Sony 707 problems!

Erichatch · Mar 20, 2002

As many of you know, my DA got back from the Mother Ship this week having had its lens block assembly replaced.

Today I was looking at the UV filter, noticed some smears... removed UV filter to clean it, smears remained.... closer look shows fingerprintes INSIDE the CZ lens near the perimeter! Smoke poured out of the car windows for at least three minutes, and two squirrels fell dead from their trees from the noises I made....

I contacted Sony. 8 levels of menu choice, 10 minutes on hold. Told the Customer Service person that they had had my camera for a month and returned it like this.... I've requested they send me a new one (not rebuilt), on receipt of which I'll send them this one.

Customer service couldn't authorize something like that, so now it's been bucked up a level... they promise to call within 24 hours, but we'll see.

Unbelievable that a $1,000 camera should have "syndromes" and then be messed up during repairs... grrrrrr.

--Eric
F707
http://www.pbase.com/erichocinc

Erichatch · Mar 20, 2002

erichocinc said:
As many of you know, my DA got back from the Mother Ship this week
having had its lens block assembly replaced.

Today I was looking at the UV filter, noticed some smears...
removed UV filter to clean it, smears remained.... closer look
shows fingerprintes INSIDE the CZ lens near the perimeter! Smoke
poured out of the car windows for at least three minutes, and two
squirrels fell dead from their trees from the noises I made....

I contacted Sony. 8 levels of menu choice, 10 minutes on hold.
Told the Customer Service person that they had had my camera for a
month and returned it like this.... I've requested they send me a
new one (not rebuilt), on receipt of which I'll send them this one.

Customer service couldn't authorize something like that, so now
it's been bucked up a level... they promise to call within 24
hours, but we'll see.

Unbelievable that a $1,000 camera should have "syndromes" and then
be messed up during repairs... grrrrrr.

--
Eric
F707
http://www.pbase.com/erichocinc

--EricF707 http://www.pbase.com/erichocinc

stevenW · Mar 20, 2002

Please let us know what happens, and what you have to do to get it. I'm getting scared to send mine back, but if you are successful I may try.

erichocinc said:
As many of you know, my DA got back from the Mother Ship this week
having had its lens block assembly replaced.

Today I was looking at the UV filter, noticed some smears...
removed UV filter to clean it, smears remained.... closer look
shows fingerprintes INSIDE the CZ lens near the perimeter! Smoke
poured out of the car windows for at least three minutes, and two
squirrels fell dead from their trees from the noises I made....

I contacted Sony. 8 levels of menu choice, 10 minutes on hold.
Told the Customer Service person that they had had my camera for a
month and returned it like this.... I've requested they send me a
new one (not rebuilt), on receipt of which I'll send them this one.

Customer service couldn't authorize something like that, so now
it's been bucked up a level... they promise to call within 24
hours, but we'll see.

Unbelievable that a $1,000 camera should have "syndromes" and then
be messed up during repairs... grrrrrr.

--
Eric
F707
http://www.pbase.com/erichocinc

Yves P. · Mar 20, 2002

erichocinc said:
As many of you know, my DA got back from the Mother Ship this week
having had its lens block assembly replaced.

Today I was looking at the UV filter, noticed some smears...
removed UV filter to clean it, smears remained.... closer look
shows fingerprintes INSIDE the CZ lens near the perimeter! Smoke
poured out of the car windows for at least three minutes, and two
squirrels fell dead from their trees from the noises I made....

I contacted Sony. 8 levels of menu choice, 10 minutes on hold.
Told the Customer Service person that they had had my camera for a
month and returned it like this.... I've requested they send me a
new one (not rebuilt), on receipt of which I'll send them this one.

Customer service couldn't authorize something like that, so now
it's been bucked up a level... they promise to call within 24
hours, but we'll see.

Unbelievable that a $1,000 camera should have "syndromes" and then
be messed up during repairs... grrrrrr.

--
Eric
F707
http://www.pbase.com/erichocinc

Mannnnnnnnn, those are scary sized fingerprints ....

--Kafrifelle (Yves P.) Owner of DSC-F707,No BFS, No hassle but strong vignetting on leftVCL-MHG07A, HVL-F1000 and some close up lenses ... http://www.pbase.com/kafrifelle

ScarBoro · Mar 20, 2002

Eric

I feel for ya man... I have had these types of experiences in the past (not with Sony... yet) and there is nothing worse than to spend your hard earned $$ on something and then have the company treat it like a dime store toy or without the respect it deserves... I understand and share your frustration. I know it's a cliche', but you just CAN'T find good help anymore... at least it sure seems like no one cares about the quality of thier work anymore. I guess you can tell this is a tender area for me... hehe. You just have to wonder... if they were this careless about the things you can see, what about the things you can't see...

Steve

erichocinc said:
As many of you know, my DA got back from the Mother Ship this week
having had its lens block assembly replaced.

Today I was looking at the UV filter, noticed some smears...
removed UV filter to clean it, smears remained.... closer look
shows fingerprintes INSIDE the CZ lens near the perimeter! Smoke
poured out of the car windows for at least three minutes, and two
squirrels fell dead from their trees from the noises I made....

I contacted Sony. 8 levels of menu choice, 10 minutes on hold.
Told the Customer Service person that they had had my camera for a
month and returned it like this.... I've requested they send me a
new one (not rebuilt), on receipt of which I'll send them this one.

Customer service couldn't authorize something like that, so now
it's been bucked up a level... they promise to call within 24
hours, but we'll see.

Unbelievable that a $1,000 camera should have "syndromes" and then
be messed up during repairs... grrrrrr.

--
Eric
F707
http://www.pbase.com/erichocinc

--I would rather look back and regret some of the things I have done, than to look back and regret all of the things I haven't done. s.j.b.

ScarBoro · Mar 20, 2002

BTW, I laughed out loud about the squirrels falling out of trees... great visual.

ScarBoro said:
I feel for ya man... I have had these types of experiences in the
past (not with Sony... yet) and there is nothing worse than to
spend your hard earned $$ on something and then have the company
treat it like a dime store toy or without the respect it
deserves... I understand and share your frustration. I know it's a
cliche', but you just CAN'T find good help anymore... at least it
sure seems like no one cares about the quality of thier work
anymore. I guess you can tell this is a tender area for me...
hehe. You just have to wonder... if they were this careless about
the things you can see, what about the things you can't see...

Steve

erichocinc said:

As many of you know, my DA got back from the Mother Ship this week
having had its lens block assembly replaced.

Today I was looking at the UV filter, noticed some smears...
removed UV filter to clean it, smears remained.... closer look
shows fingerprintes INSIDE the CZ lens near the perimeter! Smoke
poured out of the car windows for at least three minutes, and two
squirrels fell dead from their trees from the noises I made....

I contacted Sony. 8 levels of menu choice, 10 minutes on hold.
Told the Customer Service person that they had had my camera for a
month and returned it like this.... I've requested they send me a
new one (not rebuilt), on receipt of which I'll send them this one.

Customer service couldn't authorize something like that, so now
it's been bucked up a level... they promise to call within 24
hours, but we'll see.

Unbelievable that a $1,000 camera should have "syndromes" and then
be messed up during repairs... grrrrrr.

--
Eric
F707
http://www.pbase.com/erichocinc

Click to expand...

--
I would rather look back and regret some of the things I have done,
than to look back and regret all of the things I haven't done. s.j.b.

--I would rather look back and regret some of the things I have done, than to look back and regret all of the things I haven't done. s.j.b.

Erichatch · Mar 20, 2002

Thanks, Steve. Ya gotta laugh a little bit.... or go crazy. I get stubborn about things like this... usually get results eventually. But oh, the hassle...

--EricF707 http://www.pbase.com/erichocinc

sabine haller · Mar 20, 2002

erichocinc said:
, and two
squirrels fell dead from their trees from the noises I made....

Hmmm, eric, we have a problem with squirrels here. Would you mind coming round our garden, next time your camera gets returned ?

Anyway, good luck (otherwise the animal rights people will be on your case)

Sabine

Kerry Pierce · Mar 20, 2002

erichocinc said:
Thanks, Steve. Ya gotta laugh a little bit.... or go crazy. I get
stubborn about things like this... usually get results eventually.
But oh, the hassle...

That's really a tough one, Eric. Sorry to hear about it. Well, hopefully you'll have a replacement on the way RSN.

Good Luck!

JohnK · Mar 21, 2002

erichocinc said:
Unbelievable that a $1,000 camera should have "syndromes" and then
be messed up during repairs... grrrrrr.

Jeekers, mine's at Bristol right now, for DLSS. Welp, if it isn't 100% perfect when it comes back, then it's bang, zoom, straight to eBay. (Sound of fingers drumming)... --JohnK

Alfred Eder · Mar 21, 2002

I can fully understand your anger eric!!! I like Sony and they make great products, but customer relation is really bad with Sony - had a problem wir my vhs-recorder a year ago - was on hold for almost 1/2 hour - had to send it in - and got it back with the problem remaing...

I am really sympathetic with you - on the other hand the DA is a really great camera

regards

Alfred
--www.pbase.com/destinyx1

Shutter. · Mar 21, 2002

E, that sucks. Bad.

That's exactly why I'm living with mine right now. I can tolerate it or compose with it in consideration, but its a pain. Mine seems to be getting worse as days pass.

Anyone know if the Best Buy warranty would cover a swap? I'm not about to send mine in. I can't live without it!!!

Sorry to hear this, my friend.

Jim

erichocinc said:
As many of you know, my DA got back from the Mother Ship this week
having had its lens block assembly replaced.

Today I was looking at the UV filter, noticed some smears...
removed UV filter to clean it, smears remained.... closer look
shows fingerprintes INSIDE the CZ lens near the perimeter! Smoke
poured out of the car windows for at least three minutes, and two
squirrels fell dead from their trees from the noises I made....

I contacted Sony. 8 levels of menu choice, 10 minutes on hold.
Told the Customer Service person that they had had my camera for a
month and returned it like this.... I've requested they send me a
new one (not rebuilt), on receipt of which I'll send them this one.

Customer service couldn't authorize something like that, so now
it's been bucked up a level... they promise to call within 24
hours, but we'll see.

Unbelievable that a $1,000 camera should have "syndromes" and then
be messed up during repairs... grrrrrr.

--
Eric
F707
http://www.pbase.com/erichocinc

--Jim Fuglestad http://www.pbase.com/jfuglestad/galleries

Bo Doss · Mar 21, 2002

Hey, Jim...

I just got mine a week ago, and after reading all of the problems with DLSS on DPreview, etc., I asked the sales person about that... "if it does have that problem, can I bring it back" (to BestBuy).. and she said, "yes". I've also got the four-year warranty ... so, I don't see why they wouldn't. I also couldn't live without it.... 8)
--boDSC-F707

Sissy · Mar 21, 2002

Jim - don't know if this helps - I got my 707 at Best Buy and bought the extended warranty. I was told by the manager of the digital department that they usually replace a didital camera if something is wrong with it because it's easier than sending it back several times if the customer is not satisfied with the repairs. It may depend on how long you've had the camera. Sissy

Shutter said:
That's exactly why I'm living with mine right now. I can tolerate
it or compose with it in consideration, but its a pain. Mine seems
to be getting worse as days pass.

Anyone know if the Best Buy warranty would cover a swap? I'm not
about to send mine in. I can't live without it!!!

Sorry to hear this, my friend.

Jim

erichocinc said:

As many of you know, my DA got back from the Mother Ship this week
having had its lens block assembly replaced.

Today I was looking at the UV filter, noticed some smears...
removed UV filter to clean it, smears remained.... closer look
shows fingerprintes INSIDE the CZ lens near the perimeter! Smoke
poured out of the car windows for at least three minutes, and two
squirrels fell dead from their trees from the noises I made....

I contacted Sony. 8 levels of menu choice, 10 minutes on hold.
Told the Customer Service person that they had had my camera for a
month and returned it like this.... I've requested they send me a
new one (not rebuilt), on receipt of which I'll send them this one.

Customer service couldn't authorize something like that, so now
it's been bucked up a level... they promise to call within 24
hours, but we'll see.

Unbelievable that a $1,000 camera should have "syndromes" and then
be messed up during repairs... grrrrrr.

--
Eric
F707
http://www.pbase.com/erichocinc

Click to expand...

--
Jim Fuglestad
http://www.pbase.com/jfuglestad/galleries

Erichatch · Mar 21, 2002

Sony called at 11:30 this morning. The conversation went like this:

"This is Andy at customer relations. Sony will pay to pick up your camera and have it shipped to Bristol for repair at our expense."

"How long will it be gone?"

"I don't know. We can ask to have it expedited."

"Normal turnaround is 15 working days. With transit time, that means I'll be missing my camera for a second month. Why not just swap it out?"

"Sony will not swap it out for a fingerprint inside the lens."

"It's not acceptable for you to take a month for a repair, botch the repair, and ask for another month to make it right. I would like to escalate this another step."

"Yes, sir, my supervisor will call you within two hours."

"OK, Andy, thanks for calling."

It's now 3.25 hours and Sony hasn't called back... which, of course, tells me what to think about their meeting their time commitments...

This is gonna take a while to resolve, I guess.

--EricF707 http://www.pbase.com/erichocinc

Bo Doss · Mar 21, 2002

Eric...

So sorry you're having to go through all this trouble!! If you got it at BestBuy, can you take it back there?
--boDSC-F707

Erichatch · Mar 21, 2002

I no sooner posted this than Sony called. Same story as last time. However, we negotiated a bit. They will either replace the lens block assy again or replace the camera --- but in their own sweet time. If parts are out of stock, too bad for me.

We negotiated that the service supervisor will call Bristol, make sure that either a camera or a lens ass'y is in stock, then I'll overnight the camera, etc.

If pieces are not in stock, Sony will advise me when they are and THEN I'll overnight the camera, etc.

The problem is that decisions about swap-out vs. repair are left to the technical service center, not the customer service folks. So my guy can only set things up, not commit the results. BAD organizational structure... more client fodder. At least I have a name and a direct dial phone number to deal with.

Further update later, I guess.

erichocinc said:
Sony called at 11:30 this morning. The conversation went like this:

"This is Andy at customer relations. Sony will pay to pick up your
camera and have it shipped to Bristol for repair at our expense."

"How long will it be gone?"

"I don't know. We can ask to have it expedited."

"Normal turnaround is 15 working days. With transit time, that
means I'll be missing my camera for a second month. Why not just
swap it out?"

"Sony will not swap it out for a fingerprint inside the lens."

"It's not acceptable for you to take a month for a repair, botch
the repair, and ask for another month to make it right. I would
like to escalate this another step."

"Yes, sir, my supervisor will call you within two hours."

"OK, Andy, thanks for calling."

It's now 3.25 hours and Sony hasn't called back... which, of
course, tells me what to think about their meeting their time
commitments...

This is gonna take a while to resolve, I guess.

--
Eric
F707
http://www.pbase.com/erichocinc

--EricF707 http://www.pbase.com/erichocinc

Wes69632 · Mar 21, 2002

Eric:

I feel your pain...I also think the ground shook here earlier this morning while you were in your car...

It's a love - hate relationship with the camera and Sony isn't it?

Hope things work out for you. Keep after Sony.

Good Luck
Regards
...Wes

Dale Morgan · Mar 21, 2002

erichocinc said:
As many of you know, my DA got back from the Mother Ship this week
having had its lens block assembly replaced.

You sent your camera where? Mother Ship???

You have 'Problems' with more than just your camera!

Oh by the way, mother ship just called. theyve been looking for you everywhere! They are parked behind the Hale Bob comit and they want you to come home right away.

Mother Ship???? increadable

Erichatch · Mar 21, 2002

Wish I had, but no, I got it through Dell.

Bo Doss said:
Eric...

So sorry you're having to go through all this trouble!! If you got
it at BestBuy, can you take it back there?

--

bo
DSC-F707

--EricF707 http://www.pbase.com/erichocinc

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