Sony PMW 500

[Alan Grattan]

hi Robin,
I received a call from a Sony engineer explaining the delay in me receiving back the camera. he told me that he is replacing the chip block and is awaiting the part. his English was poor enough but what I understud was he could not get the camera within spec using the preset white balances. I will report more when I recieve the camera back and hopefully along with a report. on the bright side, he also told me it was the first 500 he has recieved into service with a fault.
Alan

[Robin Probyn]

wow so your camera went all the way back to Japan ? glad to hear its the only one !! but a pain for you !!

Thanks for getting back to me

Robin

[Alan Grattan]

Hi Robin,

Your not going to believe the hassle I’ve been having with Sony Prime Support. The were late by one week picking up the camera, supposedly due to courier error. I initially received a call from an engineer stating the chip block needed to be replaced, and I would have the camera back within a few days.

This was followed up a week days later with another call (after many messages demanding an explanation for the delay) from a different engineer stating that the chip block was not being replaced, and the camera was still receiving bench testing!

And today another call from the assistant manager stating that the camera had failed its final check and was due for more bench testing. After pressing him for an explanation, I was pretty much dismissed, and am still waiting a call back from the manager. He had no response to me when I explained the costs being incurred with camera hire.

I called the retailer from whom I purchased the camera and he is express couriering a replacement camera to me as I type. He too was shocked by Sonys treatment of this case…

I will keep you updated if you wish… bit of a mess and absolutely no confidence in with sony equipment or after sales…

[Robin Probyn]

wow sounds a bit of a nightmare.. did the camera get sent back to Japan.. or is this all in the UK /US..

sounds like they cant find the fault and no body knows what to do.. no good for you of course.. yes let me know how it goes.. sounds like you have been unlucky..good luck !!