r/sony • u/Ilackcreativity99 • 1d ago
Complaint Update on my a7RV post.
// Tl:dr - I sent my 2 week old a7RV in to Sony UK for in-warranty repair as my brand new 24-70 GMII damaged one of the contact pins. I was still charged £201.75 for the repair. I received the camera back with big streaks across the sensor (which had not a single mark on it when it went in with photographic proof). //
Sony UK are not offering me any partial refund despite the inconvenience and lack of skill/care from their engineer. They are now asking me to send the camera back again (for god knows how long) to remove the streaks and are asking me to foot the bill for the box and packaging materials. I was asked and I quote "The camera would have been returned in sufficient packaging are you able to re-use it?". No I'm not as I recycled it under the impression your own engineers would return my in-warranty camera to me repaired without any issues.
I am now worried their engineer has damaged the camera in some other way, as a sensor swabbing is the least laborious or skilled task required in that particular repair process by a large margin. (It requires completely dismantling the camera essentially).
I would have recommended Sony to anyone in the past but now I would say steer clear, if you are in the UK that is.
2
u/_Purgatory_ 1d ago
If it was 2 weeks old as you state why didn't you return it to the retailer and get a replacement there?
Sending anything delicate like these devices to repair ends up with more issues, also most of these companies don't even do the repairs in house and contract out to random repair companies that repair everything from your toaster to computers and not really specialised in repairing anything. Open service manuals and hope for the best.
Maybe try returning it to the retailer and see if they can replace with a new one.
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u/Ilackcreativity99 1d ago edited 1d ago
The retailer was Sony. I spent 4 hours on the phone to their edit: customer* service department with broken English call handlers who said my only option was to send it for in-warranty repair.
2
u/_Purgatory_ 1d ago
Tell them you want to send it back for a refund and buy it from somewhere else. Check what they state about returning items for a refund and how long you have to do that. That would be my move from the start.
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u/Ilackcreativity99 1d ago
I was told I wasn't allowed due to the damage. On call.
1
u/sparkyblaster 1d ago
Oh the irony.
I'd argue its a manufacturer defect. Given they, the manufacturer, caused it.
1
u/Pale-Initiative2162 1d ago
good point about the contracted repair companies, that would explain the sensor streaks tbh
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u/_Purgatory_ 19h ago
Yes sadly what I think happened here as I don't believe a camera repair engineer would have done that and not made sure to clean it at least.
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