Terrific Service From Sony Repair in Laredo

[Erik Pronske]

I have the 70-300 G lens that had some dust spots inside the front element (inside the lens). I know this would probably be OK as far as image quality is concerned but I thought that this is such a new lens (still under warranty) and that I didn't want the spots there, as I keep lenses a long time. So I called Sony and got the repair center in Laredo, TX. The man at the center was extremely courteous and said this would be under warranty. He very carefully went through how to get the lens to him. I sent the lens and immediately got an email that they had received it with a link to check on it. In 7 days the lens was turned around and back in my hands. Now granted I am only a couple hundred miles up the road on IH-35 in Austin (in Texas, this is considered next door) and this was not a big repair, but I thought this was just great customer service. If Sony is listening to this forum, it is good for them to hear about how important it is to have good customer service and that we appreciate it when they do it right. I was very pleased with this service.
--
Erik H. Pronske, M.D.
http://www.pbase.com/epronske

 

[Glenn]

There are lots of very positive stories aboiut sony's repair services. the only negtives have been from precision camera (3rd party jobberr) and from .. well maybe people that shouldn't have Dslr's. on the other had there were a couple where some extra effor was required to resolve an issue that comon sense on Sony's staff part could have resolved
--
http://www.fotosource.com/downloads/flyer/eye_cancer_en_CA.pdf

 

[odmanca]

There are lots of very positive stories aboiut sony's repair
services. the only negtives have been from precision camera (3rd
party jobberr) and from .. well maybe people that shouldn't have
Dslr's. on the other had there were a couple where some extra effor
was required to resolve an issue that comon sense on Sony's staff
part could have resolved
--
http://www.fotosource.com/downloads/flyer/eye_cancer_en_CA.pdf

Agree. I have dealt with both Precision Camera and Sony Laredo and I wouldn't hesitate to send my equipment to Laredo. Precision Camera, on the other hand, is to be avoided anyway you can, IMHO.

BTW, Glenn, I spoke to a technician at Laredo about the clinking/clicking noise on my A700 when the shutter button is half pressed. You are right about it's the mirror charge. According to him, the only part should be moving during that phase (in MF mode) is the mirror. Whether it's normal depending on how loud the sound is, which is impossible to determine over the phone based on my description alone. So I sent my camera in for a check-up, and repairs if necessary. The current turn-around time is 1 1/2 to 4 days, excluding transit time, which is much better than Precision Camera's 7 to 10 days.

 

[JOHN54174]

Well i wish i could say the same from Sony UK.
Se post: http://www.dpreview.com/forums/read.asp?forum=1037&message=31780105
All the best Jonathan.

 

[Glenn]

Thought thats what it was hope yours come out as normal..
--
http://www.fotosource.com/downloads/flyer/eye_cancer_en_CA.pdf

 

[dcxk]

Keep up the good work laredo you are appreciated!
--
D.C. Kensinger

 

[Ken_5D]

My service was great too except they many times promised a call back to clarify status or options when a part was out of stock and never did.

The tech called me from the bench to get help reproducing the error.. which is outstanding..

but they need to track callback promises better.

All in all I was happy too.
---------
Ken - A700 Owner..
Some of my work at:
http://gallery.cascadephotoworks.com

 

[chrishurley]

I've had two very positive Precision experiences. So much so, that I was concerned about sending my lens to Laredo...

 

[FEM2008]

I was promissed 2 calls within 24 hours. That was 10 days ago. No calls yet.

There is absolutley aro communication between customer service and the repair centers - or so has been my experience so far.

I give them an F for communication.
--
FEM2008

 

[odmanca]

I was promissed 2 calls within 24 hours. That was 10 days ago. No
calls yet.
There is absolutley aro communication between customer service and
the repair centers - or so has been my experience so far.

I give them an F for communication.
--
FEM2008

Why not just call them? After all, it's your camera and I would imagine you would like to be on top of things. In my experience with Laredo I usually don't have any problem getting them to move forward by calling and checking on status. Precision Camera, on the other hand, is very inflexible when it comes to the handling. Last time I used Precision Camera, with my camera sitting in the queue for 10 days, I called them and found out they didn't have the parts to fix it and it had to be sent to Laredo. I gave them permission right then and there to do so.

Yet two days later a customer service rep. from Precision called me again to confirm that I DO want them to send the camera to Laredo. I reassured her that's what I wanted to do (I sent the camera in for repairs, why would I want to get it back in the original condition? Of course I wanted to have it fixed!). And since they already wasted almost 10 days doing nothing, I requested them to expedite it, to which she agreed. But I found out later that they did assign the expedited status to my camera, but shipped it via UPS ground! That took another week for the camera to go from Connecticut to Laredo.

Laredo did the repairs in two days. However, instead of following my instructions of shipping the camera directly to me (to which Precision Camera agreed) Precision Camera screwed up again by having Laredo ship back to them, then from Connecticut to me, another week wasted.

 

[FEM2008]

I did call Laredo. They told me to contact customer service regarding a non-hardware related issue. They also promissed to have a tech call back for the hardware related issue. Customer serive told me to call back Laredo. So, it was back and forth a couple of more times. Finally I was told that they'll schedule call.

I have been too busy this week to take an hour and half and spend it on the phone again.
--
FEM

 

[dr2ooth]

--

you were lucky as far as im concerned....they try ,and they are good with the easy stuff, but they fall short in the difficult stuff. sent my 70-200g lens because pics were just not sharp and a700 bodies (2) which were back focusing. probably not laredos fault but the philippine answering service for sony cant go beyond the sheet they read off of. i specifically told them i was sending the bodies and lens together so they can be tested together. of course laredo splits them all up. sure i got the one body back within the week but they didnt do what i asked them . then i find out that they dont stock parts for the expensive lenses. had to wait two weeks for the boat ride from japan. yes they are too cheap

 

[dr2ooth]

--

its not laredo or precision cameras fault when things dont go right. its sonys fault for not providing customer service and keeping on top of these places if thats where they have you sending their products for repair. go ahead and try to call sony and talk to someone in the usa for digital camera and lens repair. no real phone numbers or addresses easily available to actually talk to someone who cares or to even let know there are problems. i have even had problems trying to buy something from sony online. their customer service would rather just cancel and order than try and figure out how to get the order to you. people who actually run their own buisness would do what it took to make the sale not cancel it.

 

[odmanca]

--
its not laredo or precision cameras fault when things dont go right.
its sonys fault for not providing customer service and keeping on top
of these places if thats where they have you sending their products

Huh? That IS the job function of the people at Laredo and Precision Camera - customer service and repairs. I'm sure Sony didn't instruct them NOT to treat the customers right.

for repair. go ahead and try to call sony and talk to someone in the
usa for digital camera and lens repair. no real phone numbers or
addresses easily available to actually talk to someone who cares or
to even let know there are problems.

No real phone numbers? What are you talking about? Both Laredo and Precision Camera have phone numbers and addresses readily available. And those people are physically located in the US, Connecticut and Texas respectively.

 

[dr2ooth]

-no you are missing the point, when service goes bad sony doenst give you the opportunity to let them know there is problem with the centers and or there service reps in the phillipines. go a head try and talk to customer service in the usa. when you get that number please post it.

 

[odmanca]

-no you are missing the point, when service goes bad sony doenst give
you the opportunity to let them know there is problem with the
centers and or there service reps in the phillipines. go a head try
and talk to customer service in the usa. when you get that number
please post it.

I see, so you are looking for the Complaints department where you can file your complaints against the Customer Service Department. Sorry, I don't have such a number for the Complaints Hotline.

 

[dr2ooth]

--

and again thats the way sony wants it. take it or leave it, the customer service or support at the lowest level they give you.

i am sure 90% of service is just fine. nothing or no one is a hundred percent even though i might try in my buisness. if i am not or at least dont try, i take the chance of being sued. sony plays the percentages and doesnt want to try and achieve 100%, but that 10% they dont care about are probably the ones they should and need to worry about.

 

[Steve M Williams]

Very positive Service with Repair Service prep. Similar experience with my 18-250. Lens is going to sony in Laredo, Texas this week for cleaning under warrenty. Not sure how the lens suck as much dust into it as i can see. But like wise I'm very pleased with this lens for outdoor good light shots. Soon to be purchasing Sony G series lens.
Steve
Flight Quest Aerial Photography
FLTQuest.com