Sony Prime Support is a joke!

[Gerald Loidl]

When you buy a new EX1 here in Austria you get 2 years of "Prime Support" with your purchase from Sony.
My camera still has the backfocus problem although it was upgraded to the new firmware version. The camera was sent in 2 times so far and spent 5 weeks at the repair shop so far, and the issue was not fixed at all. A Sony sales representative wanted to exchange my camera last week only to find out that the camera has the same issue...
I got a loaner camera from prime support 5 weeks ago - it also has the backfocus issue as well, but at least it works with ND off which my "repaired" camera doesn´t. When I asked for another loaner camera they just said that they do not have any left.
Sony says they do not know how to repair my camera and that they do not have any replacement cameras or working loaner cameras they can give me.
The Prime Support contract clearly says that they have to provide me with a working loaner camera.
Today Prime Support called me and they demanded their loaner camera back!!!
I said "no way" as I would not have any usable camera then. The lady got very unfriendly then and threatened me, that they would send me a bill for the loaner camera, if I refused to turn it back, and then just hung up!!! Is that the customer support I have to expect as a professional customer?? They say they cant repair mine and do not offer any solution for me! If this situation is not resolved soon I will call a lawyer - this really can´t be true! This is the worst customer service I ever experienced. The sales representative from Sony Austria tries to resolve this issue now - he also has my camera at the moment and handed it over to his technicians.
I was always very friendly and courteous on the phone and then this...

Sony sucks big time!!!!!!
Sorry for venting!
Gerald

[mico]

Its a known that a calm respectful approach, with even the rudest people on the other end of the phone, where you ask for their help in finding a solution to your problem almost always succeeds in solving your problem.

Not saying your where disrespectful just offering some advice that might help you get a camera you can call your own. Call her back, apologize for any misunderstandings (whether true or not), explain your situation and then ask her for suggestions on how to solve this. Cheaper than a lawyer and I bet you get some service.

You have to remember that the people that call you up are intermediaries , its not their position to ask for the cam back, its some higher up , so taking it out on them is futile. And if the person you're talking to is not being respectful to you always ask for a supervisor, explain your situation calmly, and I guarantee you will get what you want.

By the way declaring a definitive like "no way" will not help you.

I look forward to hearing what happens.

[Stevet]

Keep us posted Gerald.
Sorry to hear about this man...

[Gerald Loidl]

Today I fixed the backfocus problem for myself, just before I wanted to return my EX1 for another exchange.
I did the FB-adjustment procedure once again - but this time I used 12 backfocus charts side by side (actually 4 columns and 3 rows), which I attached to a white wall of my house.
I did the procedure for each ND - setting separately. Looks like only 1 backfocus chart was not enough to fix my problem. The camera was 3m away from the charts - aperture of course wide open.

Maybe this trick will work for others as well.
The sad thing is that Sony could not fix it in 3 repair attempts.
I hope it will stay like this now.

My camera has the new FW 1.05.

Maybe this technique will help others as well.

regards,
Gerald

[tmnt]

That really sux - terrible customer service is the most frustrating thing.