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Sony Repair - Look, they broke it!

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skennedy

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ahhhggg!

Just got my F707 back from Sony for a repair on the
dreaded DLS (Dark Left Side) syndrome and took a few
pics - all was fine. Went to use it last night an no Laser AF!
Looked into the setup thinking Sony turned it off by accident)
and no, it was set to auto. More testing - went to a very
dark room and everything set to auto, still no Laser AF! Reset
the camera and still no-go. This is a bummer.

Now to go call Sony and tell them to fix it on their nickle
(including shipping) as I have now slipped out of the 90day
labor warrenty.

Just an FYI for every.

Shawn
 
Mine's back at the Mother Ship right now. You're not making me feel good!
skennedy said:
ahhhggg!

Just got my F707 back from Sony for a repair on the
dreaded DLS (Dark Left Side) syndrome and took a few
pics - all was fine. Went to use it last night an no Laser AF!
Looked into the setup thinking Sony turned it off by accident)
and no, it was set to auto. More testing - went to a very
dark room and everything set to auto, still no Laser AF! Reset
the camera and still no-go. This is a bummer.

Now to go call Sony and tell them to fix it on their nickle
(including shipping) as I have now slipped out of the 90day
labor warrenty.

Just an FYI for every.

Shawn
Click to expand...
--EricF707 http://www.pbase.com/erichocinc
 
This is the second report of Sony repairs having problems. Loren Charif (an STF member from the US) appears to be experiencing problems with colour casts and focussing after her 707 came back from DLS repairs.

My own experience with Sony Australia is also very frustrating. While they haven't returned a bad repair job - they are taking forever to do anything. Initially they wanted to argue about DLS. Then they said return it to where I purchased it (more than 600 kilometers at my expense for a camera that was faulty from the outset with no guarantee that the replacement wasn't shonky too!!!). So I decided to get it repaired under warranty - that was weeks ago now and still no sign of it. I tried ringing the company and they don't return calls.

Sony assured me that they would make sure the repair would be attended to promptly. They also recommended me to an authorised service centre who declined to take the camera because they knew nothing about them! When you complain about the service, Sony distances themselves by saying that their authorised centres are not part of Sony.

I am now wondering whether I will get to use my repaired new camera before the next model is released!

Sony Australia surely you can do better? My faith in you is at an all time low.
David
erichocinc said:
skennedy said:
ahhhggg!

Just got my F707 back from Sony for a repair on the
dreaded DLS (Dark Left Side) syndrome and took a few
pics - all was fine. Went to use it last night an no Laser AF!
Looked into the setup thinking Sony turned it off by accident)
and no, it was set to auto. More testing - went to a very
dark room and everything set to auto, still no Laser AF! Reset
the camera and still no-go. This is a bummer.

Now to go call Sony and tell them to fix it on their nickle
(including shipping) as I have now slipped out of the 90day
labor warrenty.

Just an FYI for every.

Shawn
Click to expand...
--
Eric
F707
http://www.pbase.com/erichocinc
Click to expand...
 
Panther said:
This is the second report of Sony repairs having problems.
Click to expand...
Far more than that and truly international! My f505 went for repair of a flash problem in Glasgow. Came back with streaking on dark areas of pictures. Went away again and came back with the streaking worse, a cracked lens mount and a couple of other items wrong. Eventually Sony, London did the job (including a new circuit board).--Sandy
 
DLS usually requires the replacement of the lens assembly, so they probably forgot to plug in the laser diode. It happens....
Sandy said:
Panther said:
This is the second report of Sony repairs having problems.
Click to expand...
Far more than that and truly international! My f505 went for
repair of a flash problem in Glasgow. Came back with streaking on
dark areas of pictures. Went away again and came back with the
streaking worse, a cracked lens mount and a couple of other items
wrong. Eventually Sony, London did the job (including a new
circuit board).
--
Sandy
Click to expand...
 
I'm in Australia too and I'm REALLY have Second Thoughts about sending my 707 for DLS repair. I'm looking into a work around solution....

http://www.astropix.com/HTML/J_DIGIT/VIGNET.HTM

Its a bit beyond my current level of PS skills... Does anyone know if the density correction need to be done manually for EACH photo? Or if the density mask can be applied as a template once 'measurements' are taken?

DY
Trevor Watson said:
Sandy said:
Panther said:
This is the second report of Sony repairs having problems.
Click to expand...
Far more than that and truly international! My f505 went for
repair of a flash problem in Glasgow. Came back with streaking on
dark areas of pictures. Went away again and came back with the
streaking worse, a cracked lens mount and a couple of other items
wrong. Eventually Sony, London did the job (including a new
circuit board).
--
Sandy
Click to expand...
Click to expand...
 
Trevor Watson said:
DLS usually requires the replacement of the lens assembly, so they
probably forgot to plug in the laser diode. It happens....
Click to expand...
They did replace the lens assembly, but I wouldn't think
that a device so small would actually have a seperate cable
running from the diode to the circuit board. I would have assumed
it would have been a wiring harness. I guess ya never know.

When I spoke to them yesterday, the CSR on the phone said
that i would need to send it back to Sony in Bristol, PA.
I told her since this was caused by Sony, they should pick up the
tab for shipping. She took a ticket for Tier 2 (I guess she
was not authorized to make that call). Tier2 called back in
about 20 minutes and said that yep, Sony dropped the ball and
they would pick it up, but that I'm to wait for someone to contact
me today from Repair to give me the shipping details.

Tier 2 said it shouldn't of happened as they should have run through
and rechecked all functions upon repair. I asked that they actually
verify that they checked them all out, versus just giving me lip
service.

Awaiting a way to ship,

Shawn
 
Don't you hate the way they treat you when you call? Immediately the barriers go up! They seem to forget that we are their best supporters - after all we bought their product - they made it faulty.

I've had similar problems with Sony Australia. With phone experiences like that it's no wonder people give up calling and just post their complaints up here for the whole world to see.

When will Sony realise that it is really bad business?
David P
skennedy said:
Trevor Watson said:
DLS usually requires the replacement of the lens assembly, so they
probably forgot to plug in the laser diode. It happens....
Click to expand...
They did replace the lens assembly, but I wouldn't think
that a device so small would actually have a seperate cable
running from the diode to the circuit board. I would have assumed
it would have been a wiring harness. I guess ya never know.

When I spoke to them yesterday, the CSR on the phone said
that i would need to send it back to Sony in Bristol, PA.
I told her since this was caused by Sony, they should pick up the
tab for shipping. She took a ticket for Tier 2 (I guess she
was not authorized to make that call). Tier2 called back in
about 20 minutes and said that yep, Sony dropped the ball and
they would pick it up, but that I'm to wait for someone to contact
me today from Repair to give me the shipping details.

Tier 2 said it shouldn't of happened as they should have run through
and rechecked all functions upon repair. I asked that they actually
verify that they checked them all out, versus just giving me lip
service.

Awaiting a way to ship,

Shawn
Click to expand...
 
The saga continues.....

After calling them on Mnday asking how it was to be shipped back
(no one has called you?) and asking them to contact me at my
work number (which I have goven them several times), I get home
last night to find a message saying that they dropped the ball and
are sending me a fed-ex sticker to attach to a box to send it back to
them. Now I have to wait for the sticker......

All I want is a working camera....

On a side note, I picked up a DPP-SV55 and it was DOA right out
of the box. Called Sony (to make sure I wasn't doing anything stupid)
and support was stumped (not umcommon) and said I should either
send it in for repair or back to place of purchase for exchange.
Now I await Provantage.com to give me an RMA.

On a bright note, my S900 I picked up works great!!!

Shawn
Panther said:
I've had similar problems with Sony Australia. With phone
experiences like that it's no wonder people give up calling and
just post their complaints up here for the whole world to see.

When will Sony realise that it is really bad business?
David P
skennedy said:
Trevor Watson said:
DLS usually requires the replacement of the lens assembly, so they
probably forgot to plug in the laser diode. It happens....
Click to expand...
They did replace the lens assembly, but I wouldn't think
that a device so small would actually have a seperate cable
running from the diode to the circuit board. I would have assumed
it would have been a wiring harness. I guess ya never know.

When I spoke to them yesterday, the CSR on the phone said
that i would need to send it back to Sony in Bristol, PA.
I told her since this was caused by Sony, they should pick up the
tab for shipping. She took a ticket for Tier 2 (I guess she
was not authorized to make that call). Tier2 called back in
about 20 minutes and said that yep, Sony dropped the ball and
they would pick it up, but that I'm to wait for someone to contact
me today from Repair to give me the shipping details.

Tier 2 said it shouldn't of happened as they should have run through
and rechecked all functions upon repair. I asked that they actually
verify that they checked them all out, versus just giving me lip
service.

Awaiting a way to ship,

Shawn
Click to expand...
Click to expand...
 
Only good thing to all this is that I live within 20 min of Bristol PA in nearby Southern NJ. Hopefully I wont discover a problem.

Shawn,
Can you post the physical address they provide?

If you prefer not to due to a privacy issue, I clearly understand.

photoave.
 
Shawn,
You can disregard my request. A quick search diplayed the address:

Sony Service Repair, (610) 768-8850, 1504 Grundy Ln, Bristol, PA 19007
 
Here's an update (and for those with DLS syndrome - pay attention!!)

After trading voice mail with Sony, they faxed me their FedEx
account number (I don't know why they couldn't have left
it on my voice mail) so I can ship my DA back to them.
They also told me to shoot a whole bunch of picture to see if
anything else is not working. Take a bunch of pics, upload them
to my computer an lo and behold, I now have a darkened
right side on my pics (very noticeable, too!). I know why I didn't
see it when I first tested it - I never uploaded them to my computer.
OK on the LCD, lousy on the computer.

So now with DRS syndrome and a non-working Hologram AF
functionality, I'm getting a wee bit torked off. I asked Sony
to veryify the entire camera to make sure it meets factory
specs (once they fix the blasted thing).

Moral or story - maybe live with the DLS if it isn't that bad?

This just gets wierder and wierder ......

Shawn
skennedy said:
ahhhggg!

Just got my F707 back from Sony for a repair on the
dreaded DLS (Dark Left Side) syndrome and took a few
pics - all was fine. Went to use it last night an no Laser AF!
Looked into the setup thinking Sony turned it off by accident)
and no, it was set to auto. More testing - went to a very
dark room and everything set to auto, still no Laser AF! Reset
the camera and still no-go. This is a bummer.

Now to go call Sony and tell them to fix it on their nickle
(including shipping) as I have now slipped out of the 90day
labor warrenty.

Just an FYI for every.

Shawn
Click to expand...
 
You need to tell them it needs to EXCEED the factory specifications, because obviously their standard specs are not good enough! An obvious issue such as DLS should NEVER leave the factory. I returned my DA last week for DLS and I will get a new one on Tuesday and if this one has it then it will be bye bye DA.

A camera at this price point needs to function CORRECTLY.

Brian
skennedy said:
After trading voice mail with Sony, they faxed me their FedEx
account number (I don't know why they couldn't have left
it on my voice mail) so I can ship my DA back to them.
They also told me to shoot a whole bunch of picture to see if
anything else is not working. Take a bunch of pics, upload them
to my computer an lo and behold, I now have a darkened
right side on my pics (very noticeable, too!). I know why I didn't
see it when I first tested it - I never uploaded them to my computer.
OK on the LCD, lousy on the computer.

So now with DRS syndrome and a non-working Hologram AF
functionality, I'm getting a wee bit torked off. I asked Sony
to veryify the entire camera to make sure it meets factory
specs (once they fix the blasted thing).

Moral or story - maybe live with the DLS if it isn't that bad?

This just gets wierder and wierder ......

Shawn
skennedy said:
ahhhggg!

Just got my F707 back from Sony for a repair on the
dreaded DLS (Dark Left Side) syndrome and took a few
pics - all was fine. Went to use it last night an no Laser AF!
Looked into the setup thinking Sony turned it off by accident)
and no, it was set to auto. More testing - went to a very
dark room and everything set to auto, still no Laser AF! Reset
the camera and still no-go. This is a bummer.

Now to go call Sony and tell them to fix it on their nickle
(including shipping) as I have now slipped out of the 90day
labor warrenty.

Just an FYI for every.

Shawn
Click to expand...
Click to expand...
 
Yehuda Katz said:
skennedy said:
I know why I didn't
see it when I first tested it - I never uploaded them to my computer.
Click to expand...
Weird, do you evaluate the quality of your 5MP photos on the
camera's LCD????
Click to expand...
When I don't have the time to put it through any serious
testing I do. My goal was to see that it takes pictures without
any obvious errors until I get a chance to test it. The next day, I
went to use it and discovered the the Hologram AF problem, I put
it back in my camera bag and went to Sony to get it repaired. Only
when I got through to them did I have a chance to really test it.

My goal of this thread is to inform others that if the camera
they have has slight problems, maybe it's better to just keep it
versus sending it in and taking your chances.

I personally like the camera and do not regret the purchase one bit.
I do however, expect it to perform as advertised when I need it to,
especially when it has come right from the factory.

Shawn
 
4_low said:
You need to tell them it needs to EXCEED the factory
specifications, because obviously their standard specs are not good
enough! An obvious issue such as DLS should NEVER leave the
factory. I returned my DA last week for DLS and I will get a new
one on Tuesday and if this one has it then it will be bye bye DA.

A camera at this price point needs to function CORRECTLY.

Brian
Click to expand...
I'd love to have a camera that exceeds the factory specs, but that
I think is a bit unrealistic. It also seems that the newer DA's
exhibit DLS and the DLS is more severe (my camera was Oct 2001).

A digital camera at any price point should work correctly.

All I want is my camera back in working order.

I hope your new camera is fine. I really enjoy (enjoyed?) mine
when things went well.

Shawn
 
Umm...cough....ahem...it's HIS 707....if ya get my drift :)

Loren
Panther said:
This is the second report of Sony repairs having problems. Loren
Charif (an STF member from the US) appears to be experiencing
problems with colour casts and focussing after her 707 came back
from DLS repairs.
Click to expand...
 
A status update for folks that care.

I just spoke to Sony and they told me that "Sony is (again)
replacing the Lens Block Assembly, but unfortunately,
it's on backorder. They have no ETA for the part, but it
shouldn't take more than another week or so".

With all the talk of the F707 not being available and
a fairly widespread issue with DLS/LSD syndrome,
I thought folks would want to know.

Shawn
 
Thanks Shawn,

Sony Australia is dragging its heels badly. I purchased my camera at the beginning of February. When I first complained, I found them difficult to deal with. They have had the camera ever since. I am feeling soooo frustrated with them.
David
skennedy said:
A status update for folks that care.

I just spoke to Sony and they told me that "Sony is (again)
replacing the Lens Block Assembly, but unfortunately,
it's on backorder. They have no ETA for the part, but it
shouldn't take more than another week or so".

With all the talk of the F707 not being available and
a fairly widespread issue with DLS/LSD syndrome,
I thought folks would want to know.

Shawn
Click to expand...
 
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