Strange. I just this second got off the phone with Dominick Esoldo at Sony Repair (don't know him from Adam, but he manages the Jersey facility) and he told me that they aren't getting any more or less V1's than any other broadcast product. In other words, it's normal volume for any product they produce.
They've been pretty quick with mine on turn around.

That's good to know, Douglas (and thanks for the name, I may need it)... but they still claim to be running behind and, since they've had my camera for two weeks, I tend to agree with them, alas.

Ah well... getting caught up on editing at least.

--Ralph

In the continuing epic:

Just checked on the V1... they tell me the part they needed has come in (didn't even know they'd ordered one) ... and that the camera might be ready Tuesday.

keeping fingers, toes, and eyes crossed.

What an adventure,eh?

--Ralph

Well, the parts that came in did not fix it... the parts the technician thinks he needs are on backorder. "Call again Friday."

This is not good. Sony has had the camera 19 days now for in-warranty repair.

Why do I keep on reading this thread? There's something about it that makes me read every word... even as I think I won't...

Good luck Ralph. Sorry about the pain.

THURSDAY:

they THINK the latest part ordered will fix, but that part is on backorder.

Sony will soon have had the camera longer than I have.

--Ralph

Ughhhh, man do I feel for you Ralph. This is beyond anyones worst nightmares.

I hope all works out soon.

Considering the early age of the camera, it should have simply been replaced by now.

Thanks, Marcus... my thought exactly. ;-)

--Ralph

Yeah, I'd say you should start making a fuss about not getting it replaced. You've been very patient, by the sounds of things, and now it's time for them to get you a camera....one way or another. Remember, the squeeky wheel gets the grease....

Thanks, Paul.

Well, I want to be fair to Sony... we've gotten TREMENDOUSLY good service out of our HC1s. I was (and still) am considering buying an EX when they come out.

BUT, yes, cameras break in the natural course of events, I realize this. I just feel that something so incredibly critical to a small company deserves fast and prompt service, especially while it's still under warranty. Twenty-ones days to date (and still waiting on parts) is not fast and prompt server.

AND... I am making a rather big thing of this for two reasons:

1. It relieves my pain and the pressure I'm under to get jobs done somewhat.

2. And it shows the process and the wait time you can expect if (God please forbid) you ever have to send your beloved V1 off for repair.

To be fair (and also to start tracking), I had my V1 for 58 glorious days, Sony so far has had it for 21 unproductive ones.

--Ralph

It's unfortunate for Sony that making a great product makes people more unhappy to be without. Regardless, my earlier statement regarding replacement is based on the fact that the V1 is listed as a pro camera and the repair window is still open ended. If they had a definite ship date for you by now, I might say be quietly patient.

Sony Prime Support....
 

Hi,

I have a V1e and one the buying points for me was the Prime Support - they get me another cam if they can't repair it in 7 days.

Are you not covered? Or does the Prime Support mean nothing?

thanks..

The "Silver Support" for the pro Sony models like A1, Z1, V1 is standard in Europe, but as far as i'm aware, does not exist for those models sold outside of Europe (eg USA etc).

We do not have nor were offered that kind of support.

--Ralph

mmmm.... that's not really on.

My Canon and Nikon stills equipment comes with similar warranty / backup. Some sporting events have canon/ nikon labs onsite with spares and tecs.

Yes its Europe Only. "Silver Support" is 2years, and if there is a problem that requires service etc, then they come to your house and pick the machine up and return it to you. If it cannot be repaired within 7 days then i think they bring to you a new machine for your exclusive use until your original is repaired.
Its something like that- do a search and i'm sure the exact terms will come up but basically they pick the cam up from you within 24hrs, then they bring it back to you, and you won't be without a machine for more than a few days, guaranteed. I think that they may even always give you another machine on loan for the entire time your malfunctioning cam is being serviced - and you don't have to travel to drop it off or repair it OR package it up and ship it anywhere.

As i said, Europe only. Don't know why Sony doesnt offer this level of service for it's "Broadcast-division" machines globally.

Be aware this is NOT for all Sony camcorders - just the 'pro-division' ones like A1E, V1E, Z1E etc.

i wonder if this is due to the eu laws on new electrical goods having to offer a 2 yrs warranty. however this law does not require a pick and return service hence i wonder why sony broadcast does not offer this worldwide.

something to bring up with Sony dealers and at tradeshows...

Yesterday's call to Sony in Teaneck, NJ ... some good news, the second group of parts (which were backordered) are now in, that is they are in the facility as opposed to being in the camera. Repair is supposed to occur today.

The score is now 58 days to 25 days as Team Sony continues to erode my once comfortable lead.

and up here in the mountains of Western North Carolina, the fall leaf color season is coming fast.

pressure mounts.

I was wrong on yesterday's score, the correct score (today) is 58 - 27.

Today's call: "we are having to replace the subassembly."

Can Douglas or anyone tell me what the subassembly in the V1 is and does?

--Ralph

I don't know what the subassembly is, unless it's one of the smaller circuit systems. I've had a V1 apart, and other than two small areas, it's pretty modular with a lot of connections.

Thanks anyway... one good thing while I was googling for more info on it, I ran across your "Inside the Sony HVR-V1U and HDR-FX7" and am ordering one.

--Ralph

NOW I'm starting to get a little irked. Sony has had my V1 for 28 days now. They told me the parts were in Monday and the camera would be fixed on Tuesday. This morning I checked and they had no idea WHEN it would be fixed. I asked for a call back from the technician working on it and was promised that. He never called. I checked at 5pm and he had gone home.

THIS is the broadcast repair depot?

I want my camera or a replacement SOON.

Thanks for letting me vent, guys. ;-)

--Ralph

you have every right! i don't think this reflects well on sony's commitment to prosumer / business categories at all...

sharing your annoyance,

leslie

Ralph, if it makes you feel any better, my camera came back last week, and although it was electronically repaired, there are two hairs and some moisture or oil spots inside the lens. :-(

Ouch! No, it does not make me feel better. I want Spotted Eagle to shoot much clear video. Just as I want to shoot much clear video of our very colorful leaf season here in the Great Smoky Mountains where my Cherokee ancestors once hunted and now scalp many tourists in their casino 24/7. Did you have to send it back, Douglas?

--Ralph

FRIDAY: Day 29

Still getting the run around. Monday they told me the parts were in... so far, that is the only info I can get out of Sony in Teaneck, NJ. I've requested three times (once yesterday and twice today) that the technician give me a report on exactly what is wrong. The nice lady I spoke to this evening said, yes, he was told to do that. I've requested a supervisor call now.

I have no idea what's going on, but this is definitely NOT good service from Sony.

--Ralph

Douglas,
Is it possible to take that lense off and clean it yourself or does it go back to Sony?

Ralph, Has your V1U saga reached any conclusion yet? I can't help thinking about your misfortune, old chap!

Thanks for the concern, Piotr... just called Sony again, see next message for details.

--Ralph

DAY 32:

Called Sony in Teaneck, NJ again this morning. Insisted on speaking with the engineer this time, since no one had called me back despite three requests last week.

Okay, he's a nice, conscientious guy and very forthcoming with details (finally)... they had worked on my camera for quite a while and could not fix it so finally he just replaced the main board and all the internal mechanism (essentially, jacked up the case and put a new camera in it, which is fine by me). This was completed on Friday and the camera was working so he signed off on it.

But... no camera yet!

Since it was so extensively rebuilt, it requires total recalibration. NOW the problem is THEIR calibration software is not working (that should cause a few delays as calibration is kinda important in repairing broadcast equipment).... but, as soon as their stuff is fixed they will finish fixing my stuff and send the camera. ... no one would or could say when.

To summarize: camera fixed, repair facility broken.

<*sigh*>

--Ralph

Day 34:

Now nobody knows anything about anything up there. What the engineer told me about THEIR recalibration system being broken now no one will talk about. Was promised (for the 5th time since last Thursday) a "call back." No one ever calls back.

WHAT IS WRONG WITH SONY?

I have a job this weekend that I took because who would think Sony's broadcast repair center would take more than 34 days to fix a V1? I guess the trusty old HC1 can handle it or I can rent a V1, durn it.

This is causing me to reconsider ordering the EX which I was once all excited about ... doesn't matter how good the camera is if the repair service is pathetic. And this is an in-warranty cam.

grrrrrr.

--Ralph

34 days?! Dang. Have you tried talking to management?

heath

yup... been promised a callback FIVE times since Thursday, still no call from supervisor.

--Ralph

Sheesh, this is so NOT like Sony. Hmmm...Work your way up the chain.

heath

yeah, I'm gonna really rattle those chains now, this is unacceptable.

DAY 35:

No one from Sony ever called BUT the camera shows up in Fed Ex this morning.

It seems to work well. The lens had fingerprints on it, as did the flipout monitor but that cleaned up quickly.

So far, from the tests I've run, it works super fine. ... the only bad thing I've found is all the profiles are gone, even those that came with the camera; so I gotta recreate some of those.

But... yep... got it back. ... finally. ;-)

--Ralph

mazel tov.....

leslie

Final, final report for this topic:

Have had the camera back three weeks now... have shot quite a few hours with it. Packed it in to waterfalls on the Cumberland Plateau of eastern Tennessee, taken it to the ocean -- shooting a full hour TV special in Georgetown and Pawleys Island this past weekend ... shot something over eight hours for "Rapid Ralph Runs the Roads" (mount the cam in the car, drive fast over mountain roads). And a bunch of other stuff.

Conclusions:

1. They fixed it and it works SWEETLY.

2. It's better than new... i.e. sound is definitely better and darned if I don't think it's sharper, but the latter may just be my imagination. ;-)

3. V1 rocks!

4. But don't EVER let it break, service is sloooooooooow and they don't tell you nuthin.

--Ralph