Does Sony Service Suck? at DVinfo.net

C. Byrne · January 10th, 2006, 01:51 PM

I bought a dsr-250 less than a year ago and have to ship it to Sony for service 3 times now. All of the problems relate to the cassette compartment. Of the 3 different problems I've had and sent it in for, they've said there wasn't a problem 2 out of the 3 times. I clearly have a lemon camera here considering I only use it once a month. Is this experience par for the course from Sony Service?? I'm so frustrated I'm tempted never to buy Sony again just so I don't have to deal them in the future.

Chris Barcellos · January 10th, 2006, 03:30 PM

I have a whole batch of Sony products, including VX2000 and FX1, and have never had to have any of the units serviced. The products all seemed pretty rugged and bullet proof, and because of that, I have never had a concern about service.

Chris Barcellos

Mike Rehmus · January 10th, 2006, 03:38 PM

You have to remember that when you pay for the pro equipment, more than just a service center comes in the package. There are customer support people on the other end of the 800 number that was in your information package when you received the camera.

Those people do not work for the service center and they are more an customer advocate than the service center will ever be. So when you have a problem with a Sony Pro product, call them first. I've gotten expedited service and even a new camera when the situation called for it. They will go to bat for you with Sony repair.

Oh, and if you think their service is difficult to deal with, try some of the other camera manufacturers.

C. Byrne · January 12th, 2006, 02:07 PM

You're right. Once I got a hold of some manager in customer support, he was really cool and just as worried as I am about the performance of the camera. Because apparently the DSR-250 is a work horse normally. So they'll replace it if I have another problem. Lesson learned. Don't deal with disgruntled repair techs! Thanks!

January 10th, 2006, 01:51 PM	#1
C. Byrne Regular Crew Join Date: Feb 2005 Location: Chicago, IL Posts: 65	Does Sony Service Suck? I bought a dsr-250 less than a year ago and have to ship it to Sony for service 3 times now. All of the problems relate to the cassette compartment. Of the 3 different problems I've had and sent it in for, they've said there wasn't a problem 2 out of the 3 times. I clearly have a lemon camera here considering I only use it once a month. Is this experience par for the course from Sony Service?? I'm so frustrated I'm tempted never to buy Sony again just so I don't have to deal them in the future. __________________ www.axiomadvertising.com

January 10th, 2006, 03:30 PM	#2
Chris Barcellos Inner Circle Join Date: Nov 2005 Location: Elk Grove CA Posts: 6,838	Sony Service I have a whole batch of Sony products, including VX2000 and FX1, and have never had to have any of the units serviced. The products all seemed pretty rugged and bullet proof, and because of that, I have never had a concern about service. Chris Barcellos

January 10th, 2006, 03:38 PM	#3
Mike Rehmus Wrangler Join Date: May 2002 Location: Vallejo, California Posts: 4,049	You have to remember that when you pay for the pro equipment, more than just a service center comes in the package. There are customer support people on the other end of the 800 number that was in your information package when you received the camera. Those people do not work for the service center and they are more an customer advocate than the service center will ever be. So when you have a problem with a Sony Pro product, call them first. I've gotten expedited service and even a new camera when the situation called for it. They will go to bat for you with Sony repair. Oh, and if you think their service is difficult to deal with, try some of the other camera manufacturers. __________________ Mike Rehmus Hey, I can see the carrot at the end of the tunnel!

January 12th, 2006, 02:07 PM	#4
C. Byrne Regular Crew Join Date: Feb 2005 Location: Chicago, IL Posts: 65	You're right. Once I got a hold of some manager in customer support, he was really cool and just as worried as I am about the performance of the camera. Because apparently the DSR-250 is a work horse normally. So they'll replace it if I have another problem. Lesson learned. Don't deal with disgruntled repair techs! Thanks! __________________ www.axiomadvertising.com