Adventures in Sony Repair Service
If you’ve read any of my blog, you may have noticed that I have had a lot of repair service from Sony. My A900, My CZ 24-70 2.8 and now infamously, my A77 body has seen the Sony Repair Department here in Toronto. Now to be Fair, all of these repairs have been handled through the hands of Henry’s camera store here, either in Scarborough, or Pickering. Items are sent to a central processing in Henry’s to confirm the problem before being sent to Sony for repair.
The bad news with my A77 started the first week of use, when the Sync port popped out of the camera body when removing the sync cord. It was immediately sent off for repair under warranty. When it returned, I took it out for some macro shooting and realized in the process of it being repaired, the AF selector dial on the front of the camera was disconnected inside. (Indicated by the repair notice received on return). I now got to use the camera for a couple of months before the Mic stopped working in Romania. This time the repair went through quickly, only a couple of weeks, but when it returned it was worse than when I sent it out. This time, out of the bubble wrap, at the counter, the LCD screen and AF were unresponsive, and did nothing. It appeared to the staff, and to myself, that the camera was now even worse off than when it had been sent out.
So now I was sitting here with an A77 that had been sent for repair 3 times, and was going out for a 4th repair in 8 months; of which time I had only gotten to use the camera for a couple of months. It was time to bypass Henry’s and contact Sony. There’s nothing quite like holding a repair order that says “cleaned and tested” and a camera whose rear LCD screen is broken. I felt like I had been the subject of a cruel joke.
Sony “quickly” escalated the situation to a service manager, and I received a call 1 week later after calling 3 times. He offered a new camera body, however here was my predicament. I had purchased the extended warranty for the camera, covering it up to 5 years against defect. Now with a new camera body, I would only have the camera warrantied for 2 years. The solution was obvious, just transfer the warranty. Now Henry’s could have done this, but the store manager in Scarborough was unwilling to do so. Sony couldn’t be held to the warranty since they didn’t sell me the warranty. My issue with Sony was their repair department had essentially broken the camera one me, and their service was terrible. My issue with Henry’s was that the manager was unwilling to fix the situation well within his power.
Enter Henry’s head office. Contact with a gentleman from Henry’s head office was via a BCC ‘d email to Sony. The response was within 1 hour I got an email and a call. The next day I was in the store with a brand new A77 and a transferred warranty. Once again, Henry’s warranty has been stellar, and I have to applaud them on it.
Sony on the other hand has lost some of its grace from me. The abismal repair service was not only shameful, but downright ridiculous. It is with a sincere hope that the A77 I had was just a bad body, and that the new one will hold up well. I am not thrilled by the idea of sending it in for repair in the future. I am looking with fascination on the other camera manufacturers out there, and look forward to a split system in the future.
Thanks again Henry’s, you’ve proven to have some excellent staff and Service in Toronto.