I'd add that many of us live near Sony PRO Authorized service centers. Any trained tech should be able to do this.

The cost of shipping, insurance and, maybe even more importantly for some of us, downtime, makes this very expensive.

See attached fax. Please, Sony person, explain this.

Ronn,
That's standard language I suspect they have some discretion to apply or not.
What about the quote for shipping, handling and insurance, or the other 2 pages of the fax? Yours is not really a repair, it's a firmware upgrade, so diagnostics presumably would not have been necessary if you were to decline the upgrade.

Your numbers are off a little bit as well...

$100.00
20.00
23.50
19.40
7.19
___________

$170.09

And what is the return shipping mode? Perhaps Sony is quoting overnite?

sony is not making firmware user-upgradeable because it might brick the camera if not done correctly? isnt that usually how firmware works in most devices? yeah if you pull power while the update is running it will make the device inoperable... people generally understand that risk. and some people would still send it in. why cant sony just be more clear and give us the firmware update and tell us how to do it and say do it at your own risk, at worst someone bricks their camera and has to pay sony for the repair. that way more business for sony if people are overconfident and at least we the users have options.

at worst someone bricks their camera and has to pay sony for the repair. that way more business for sony if people are overconfident and at least we the users have options.


Yes, this is the only disclaimer Sony will need.
I can't imagine why they would want the burden to update all these cameras.

Self firmware upgrades are offered for end users all the time.

These are interesting threads.

I'm in the UK and very soon I have to buy a new camcorder. The EX1 on the face of it has excellent optics - a new benchmark in theory. However, the range of issues you people have suffered does not inspire much confidence in a purchase.

This camcorder is a lot of money to me so I have to think long and hard about my choices. Does anyone know if I could just drive up to the South Wales factory that posters have found and buy direct? If so, surely this would ensure that all of the problems have been ironed out?

I feel frustrated just reading through all of your posts and I sympathise with all of you. It almost seems like the manufacturer has used you as guinea pigs instead of paying for a truly thorough testing process.

The Sony Z7 has also suffered from some of these issues it seems, so does it follow that the imminent Z5 (similar & same family) should in theory work straight out of the box - yes?!

Regards

Paul

Don't get scared off by the sum of everybodys problems in this forum. I've had the camera since december with the very first firmware. It has been working like a charm for me. Sure - I've had to learn a few workarounds and software support was not that great until this summer. But now that the camera is upgraded to 1.11 it is better than ever. A great reliable camera - in my opinion!

Thankyou for the endorsement Ola. It is nice to know that someone is using the EX1 hassle free.

However, it is the 'sum of everybodys problems' that hangs over my decision-making like a black cloud. To have so many issues (and if you look through the long list - everything from replacement circuit boards to lens changes for the third time) causes deep concern.

It can't be the case that millions of these units have been sold like consumer cams. Therefore the problems seems disproportionate for this model.

Nothing in the Panasonic range seems to grab my attention (I've bought a number of Panasonic and Sony cams in the past) and if I can buy a fully working EX1 then theoretically it should outperform the forthcoming Z5 image-wise (though it doesn't have the safety of a dual recording facility within that price bracket).

I can afford to dither up until about Christmas time before I am forced to make a final decision!

Thanks

Paul

Hi paul, I have owned the EX1 from the day it came out and never had one issue with it. Works pefectly.
Cheers
Steve

Don't get scared off by the sum of everybodys problems in this forum. I've had the camera since december with the very first firmware. It has been working like a charm for me. Sure - I've had to learn a few workarounds and software support was not that great until this summer. But now that the camera is upgraded to 1.11 it is better than ever. A great reliable camera - in my opinion!

Yes, Same for me. I love this camera. Really, the only issue, that would lead me to change the EX1 for a EX3, is the lack of remote control interface. I mean, you can only control zoom and start/stop. The EX3 provide focus, aperture... everything in fact :)

So, I just got my camera back from prime support. My EX1 was one of the first delivered to France, december 2007.
Firmware is upgraded to 1.11. Backfocus problem is gone.
Even if they said the battery drain issue was fixed, it is still here. Battery is used in one day.
They also "lost" the metal piece covering the screw of the light shoe.
I also have a metalic noise when I move the camera... Did they lost the metal piece inside the camera, in the XLR space ?

I really think I will have to send the camera back :)
I will have to call them again today.

it is the 'sum of everybodys problems' that hangs over my decision-making like a black cloud

The nature of forums is that people go there with their problems. That systemic bias should not deter you.

Some users' experience is bad, esp. with support issues; just make sure if that would apply to you. Customer support has not gotten high marks all around in the US or even in the EU (but we're really used to that).

Ronns' case seems egregious to me, but Juan Martinez' involvement in this thread is really a good thing and hopefully this will be resolved to some degree of satisfaction.

George/

The nature of forums is that people go there with their problems. That systemic bias should not deter you.That's exactly right. A common analogy is to point out how nobody calls the police to report a good day without trouble... it's sort of like that.

That's exactly right. A common analogy is to point out how nobody calls the police to report a good day without trouble... it's sort of like that.

Chris, well put.

Paul, don't give up. Many who complain (sometimes me ;)) would not give up their EX1 for something else.
The image quality is excellent.

Paul, I have an EX1 that has been back to Sony Pencoed for firmware upgrade and was turned around in 2 days with great service from the staff. The EX1 is a superb camera giving spectacular results. I think that now Sony UK is treating us with more understanding we can have confidence in the EX1/3 products. I will certainly be investing in future EX products.

Well this suddenly seems very cheerful and comforting! Thank you all for the comments.

Logic kept nudging me towards the EX1 because of its image capabilities. Then I swung back towards either the Z7 or the Z5 due to running cost factors, then recently I veered back towards the EX1 because you clever lot have worked out a less expensive way to capture using the adapters/SD card route.

Sony should rejoice because I think a lot more people (like me) will learn of this and now go out and buy that camcorder.

One kind forum member is allowing me to see EX1 results on Saturday and talk me through operation. I can't wait.

Cheers

Paul - for the record, I have no problems with the camera. I sent it in after a month because it would not run on battery (there's a thread here on that SNAFU). They replaced a power board along with the camera's back panel (infamous lettering rub-off problem), upgraded the firmware to 1.05, slapped a "do not remove" sticker under the VF and sent it back, no charge. That was the San Jose center and it was a pretty quick turn-around (I'm in San Diego).

I've been real happy with the image quality, ease of use, and work flow (with Avid). I'm just annoyed with this firmware upgrade deal.

Cheers.

I think Sony need to address this issue urgently. It is becoming a big deal. A piece of cake USB update being charged for in some places. You have to get it picked up and dropped off and also flown somewhere. Waste of money, waste of fuel, bad carbon footprint wise!

Getting in done on Prime Support is fine but it means being with livelihood for a few days. But again waste of energy and every little bit helps.

Why do Sony not let people update the EX1 themselves? It seems crazy to me when the procedure has been proven to be really easy. If a small percentage get it wrong then get them fixed at a charge or on prime support. It seems a lot of resources are being wasted on something my mother could almost do.

That is the corporate policy I find environmentally wasteful. Sony should be leading the way green.

But I've googled and searched, (including this forum) for an official published Sony U.S. policy position on the PMW-EX1 V1.11 upgrade, and can't find one. So Ronn, while you alluded earlier in the thread to your belief that the charge would be $100, (and you cited a Canadian memo), I can't find a similar one for the USA. You asked for and received a quote, with your camera presumably hostage to the USA service center. I think you are on the hook now for those charges, absent of a written quote before the camera was sent in.

The policy is much more lucid for those residents covered by Sony Prime Silver Support.

That is the corporate policy I find environmentally wasteful. Sony should be leading the way green.

But I've googled and searched, (including this forum) for an official published Sony U.S. policy position on the PMW-EX1 V1.11 upgrade, and can't find one. So Ronn, while you alluded earlier in the thread to your belief that the charge would be $100, (and you cited a Canadian memo), I can't find a similar one for the USA. You asked for and received a quote, with your camera presumably hostage to the USA service center. I think you are on the hook now for those charges, absent of a written quote before the camera was sent in.

The policy is much more lucid for those residents covered by Sony Prime Silver Support.

The charge if any for the firmware upgrade should be consistent. Below are excerpts from this very thread showing that it varies from free to a lot. You'll also see that the $100 was from a US Sony Service Manager...

[snip]

Just confirmed with Sony Australia - updates to 1.11 here are free. Will be sending my camera in for the full facial next week including new boards for battery drain, new case covers with the improved coating on them (so the writing does not rub off) and of course the version 1.11 firmware - all under warranty as should be the case.
__________________
Graeme

Firmware Upgrade
Hi. FYI. I took my camera into Los Angeles Sony on August 4th to have the Battery Drain warranty fix. I received it back today, August 27th. Battery Drain seems to be fixed and Firmware updated to V1.11_0531. No charge.
PS. They lost the bnc plastic plug!

Rob Fiedler
San Pedro, CA

I am surprised to hear the negative response people have received from Sony. I sent my camera in due to the ND switch falling into the camera 29 July. On my list of items to repair I also asked for the newest version of the firmware. Once the camera was with the tech he called and said it would be a few day delay since he wanted to upload version 1.11 and was I willing to wait. Sure if it is only a few days. Two days later the camera was at my house and to my surprise they installed a new mic holders. I always remove the mic holder since it is just in the way. So my experience with Sony in New Jersey was great. No charge all covered under warranty.
__________________
Paul Cronin

A couple days later they called me to tell me the 1.1 firmware was going to cost $100. I asked if that was set in stone or if I had other issues if they'd just upgrade it for free. The service manager called me back and said they had received a memo from Sony corporate they needed to charge and they couldn't change that policy, so I agreed to pay for it, so I had to fill out a fax with my credit card number and fax it to them.

Keith Moreau
Brisbane, CA

I called Abel NY last week. I love them and they always do right by me. They told me to bring it in when I asked them about the firmware. I was hoping it could get done locally, but they said they had to send it in to Sony Japan, which I really find hard to believe. Anyway, it went to Sony someplace and I got the estimate call a few days ago: $177 total for a firmware upgrade. I am doing it, but that's just not right. Sony will lose customers, and not just in the long run, but fast, if they keep doing that.

Nikon learned that with their pro DSLR's and firmware upgrades are now done by users. Sony makes decent gear, but has really bad customer service, and this seems to be worsening.

Anyway, props to Abel, thumbs down to Sony. I am still waiting for my camera and will look at other brands the next time I buy.

Others have said that Sony New Jersey will do firmware upgrade/have done firmware upgrades. DVi posters have said as much. Previously the only EX maintenance place in the USA was San Jose, which is still closer than Japan.

BTW one of the more interesting reasons I've heard as to why Sony insists on doing the firmware upgrades themselves is a fear that someone will be able to hack the firmware. Given any professional authorized Sony technician should be able to do the upgrade (but apparently isn't allowed to) might indicate there's some truth to that.

Look at how vigorously this community has researched the use of non SxS cards (successfully). I can well imagine some people having the wherewithal to enable such features as record cache for example if the had a good long look at the firmware.

I've not read every page in this thread, so I may have missed it, but why does Sony charge for the installation of a firmware upgrade that is to correct previous camera errors?

I have no idea why, but I am going to look elsewhere for my next camera. I am brand loyal to a fault, but have my limits.

I just received a phone call from Sony Service Western Canada in Vancouver.
One hour service appointment if you bring the camera to them in Coquitlam, go for a coffee.24 hour service if couriered in, same day service if delivered before 3pm . $100 doesn't seem do bad and as we have read there are other issues that are dealt with too.

Sony only seems to charge for the upgrade in the Americas and the cameras there are at least 20% cheaper than in Europe. So even if you do have to pay $100 for the upgrade you seem to be the winners. ;-)

I've just got my camera back from Prime Support overhaul, and am very satisfied - they did more than I expected.

One thing makes me interested: I might be wrong, but before the fw 1.11, there was no "Auto black balance" in the maintenance menu, right? Well, now it's there (just like with the EX3), but grayed out...

Can someone explain?

So I just checked my firmware version and it's 1.05, the older version. I live within driving distance of a service center in Vancouver, Canada. It sounds like most Sony centers are charging $100 for just a firmware upgrade if that's all you're getting. But if I had a problem with my camera, even a minor one, and took it in under warranty, they would fix the problem and upgrade the firmware as part of the fix at no cost? Am I right or will they charge for the firmware regardless?

I do agree it's pretty bad they charge to fix their own software issues. That should be free.

Good luck.
One thing is if you make an appointment with the center, it can be done the same day.

Chad,

When I sent mine in to San Jose a couple weeks ago, they replaced the back panel (worn paint), battery drain circuit boards, and upgraded the software to 1.05 (I think to be sure there wasn't a problem with back focus using the ND filters). They called and asked if I wanted the upgrade to 1.11. I played dumb and asked what it would do for me, and how much it would cost. $100.

Since I have the upgrade software sitting on my computer, I politely said no.

I have heard stories of people getting the firmware upgrade for nothing, but I'm not sure what kind of warranty problem you'd have to have to get it for free.

I've been waiting for the warranty period to be over before installing the firmware. If I was certain that it wouldn't cause warranty issues, I'd have installed it already.

Pete

I have the extended 3 year warranty.

It's probably no big deal...
I seriously doubt they are going to research when you got the software upgrade completed.
Heck, new cameras are even coming with the upgrade.

I hand delivered my EX1 to San Jose service: rubbed off white letters, battery drain, and back focus issue, and new firmware. Called ahead and they faxed me a service form and told me to bring in a copy of the invoice. The next day they emailed me a request for $100 for upgrade charge. Printed it up , signed and faxed back with CC info. The following morning they called and told me it was ready to pick-up.

Less than 48 hours turn around. Besides paying the $100 - I'm happy. Paid because I wanted to use the SDHC cards and still be in warranty. Cards worked fine, backplate replaced, and back focus issues appear to be solved. I was told the battery drain is a software upgrade fix.

It is hard to find the front door because there isn't one. Thanks to Keith Moreau's reply #132, I found the loading dock back door. It was a little weird in that I had to ask for a receipt or repair number. They just made a copy of the my service form and had me sign it. I asked for the Sony rep to sign it too - that way I at least had some evidence that they had my camera!

I have downloaded the firmware update files and read the documentation noting the reference to installing drivers for Windows PC's. The documentation does not mention the Mac OS am I correct in assuming that I simply connect the camera and click on the relevant .exe files on my Mac?

You need to use a PC to do it as i did.... And i am not using PC every month...