Jerky Zoom - Sony's reply: That is normal
 

Hi forum,

we have a big problem:

We own two EX1 cameras, everything works fine. Then one EX1 gets an unintendionally dive in a swimming pool. Bad Bad...we have a video...the camera was running... :)

So we have to buy a new one. This new Model Production Date Dez08 has a freaking jerky zoom. If you try to do a slow zoom, no crawling zoom, its stops frequently.

Here is a link for an Example Footage:

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We send the camera in (Silver Support in Europe), got the camera back, same problem. Send the camera in again: Answer from Sony "That is a normal behavior". mmh..they asked the Product Manager !! same answer from him: That Video looks normal, no defect. He also mention that the zoom speed on the Video is very low and so that is normal because a zoom speed under 10 doesn´t work.

After some dicsussion they send us a brand new camera (Firmware 1.12) with the comment: You know that your camera is not defect and the new camera will do the same".

We think: bla bla..because we know that can´t be normal. And we owned two EX1 without any Problems.

But then: The new camera arrives today with the same jerky zoom. I can not belive that this is normal. Can anybody confirm that their EX1 has the same jerky zoom and if this is a normal behavior for an EX1??

I got the jerky zoom with the large zoom handle or extremly with the ZOE or Manfrotto Remote Control. No Problems with the Top handle with fixed speed.

Thanks in advance for any feedback

Did you show the product manager the footage from the other EX1 camera you have that didn't take a dive? Or any unjerky footage? That's what I would do.

my zooms are not jerky from slow to fast i am on 1.11

I bought the EX1 in Dec 2007. It had the jerky zoom under 10. I sent it back in Feb 2008. They confirmed the issue and replaced the camera. It's now smooth down to 2.

I have no idea why they're treating you like this. You should simply say you KNOW it's not normal because you've tested other EX1s and they should honor their warranty and repair or replace the camera.

I also had a terrible jerky zoom on slow zoom speed. I took it into Sony Canada and they're in the process of replacing the lens on my EX1 right now. They told me that it would be covered under warranty and that it would take about 48 hours to complete.
Now if only they didn't change for firmware upgrades up here! :(

Thank You for your replys. So it seems that a jerky zoom is not really common...

Thanks Chris for the idea. We done a side by side test. One of our old EX1 / with the band new EX1.

Here is the link

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We found something else: Both cameras had exact the same settings, but you can see in the video the color is reall different? Huh? Maybe they changed something in the new Firmware 1.12? Thats bad because we use the camera in a multiple ex1 setup....so when every EX1 has a different color...good night.

That is really unbelievable.

After many calls they said "We cannot help you, that is really normal. A Zoom Speed under 10 ist not guaranteed"

What???

So if you have luck you got a camera like the left one in the video, if not you got the right one. That can not be true...

I understand that a zoom speed of 1 or 2 may be not really smooth but 10?

So when this is normal why nobody in the forum crys that out? Or am i fussy?

Now i want this in written form, but that do not help me either. :(...bad bad...

Not at all. It is unacceptable. I've heard of this issue a few times before over the last 18 months. My EX1 does not exhibit this trait - it had vignette, backfocus and power issues, which are now all fixed. Jerky Zoom would, in the UK at least, make this camera 'not fit for purpose'.

The trouble is that Sony and its dealers are made up of a great many people, and by the law of averages, there will be some people in that huge group who just don't get it. But attempts at bucking the system will also be futile (or you get really lucky), so it's a case of escalating your case and continually making the point that your unit is a 'lemon' - if you'll excuse the Brit parlance.

A thought - if the EX1 came out of the Z1-7 stable, I doubt we'd have these conversations. But I guess they wouldn't be quite so insanely great? A bit like how the BBC allegedly used to buy Manfrotto tripods - 'show me a dozen and I'll find three that work and buy them'.

Time to take it up with Sony corporate, methinks.
And time to name names, as in calling out the names of those managers who aren't prepared to go the long haul with professionals using professional products.
The EX1 isn't a consumer item.

I would totally bring it up with Sony corporate.
I just received mine back from Sony Canada (which was 3 1/2 months out of warranty) and they just finished replacing the entire lens in order to fix the jerky zoom problem. And yes, it did fix the problem. It's nice and smooth at #2 zoom.

Justin just so you know Sony Canada will do a firmware update for free if the update is not a feature update. On the EX1 the firmware update allowed EX1 owners to use USB devices from the Express Card slots so you don't have to buy expensive SxS cards for straight ahead shooting. If the update is to squash only software bugs, like the recent one on the EX3, then Sony Canada does the update at no charge.

as things are now:

Prime Support will send me a second new EX1. They can not test the unit for a jerky zoom before shipping, because its brand new:(.

So i have my fingers crossed....i let you know.

Edited an interview that was shot on EX 1 and there was a slow (and yes, jerky) zoom in at a point in time during the 5 min interview.

It is sad. Now i got it handwritten that Sony does not guarantee the working of a Remote Control. We have two EX1 cameras which works perfectly with the Bebob Zoe and the Manfrotto EX521, but the third camera get us the zoom as you can see in the video. Sony send us two new cameras -> same behaviour

Sony say:

"We are unable to guarantee functionality with non-SONY products and In my opinion the unit is working correctly as to our expectations"

They won´t test the Camera with the Remote Conrtol because it is not a Sony product ??? Sony doesn´t has a Remote Control.

Because of the small feedback i can not believe that is really normal or doesn´t anybody use a remote control like the bebob or the zoe?

So please: Who has a jerky slow Zoom with a Remote Control and who not (configuration/how old is your camera model)??

I had issues with my EX3 lens, zoom would not work slow, it was very jerky. I got a replacement lens from Sony, it took about 10 days. My dealer lent me a spare lens while mine was at the Sony service center.

When I got the new lens I had to set the Back Focus and it worked perfectly. I actually did it outdoors with a person holding BF chart, I was amazed that it worked.

I have not had any issues since.

Olof Ekbergh