S/N 103978 Firmware 1.03

Hey Gints, Do you know where the Sony facility is here in San Jose? I feel like I should drive over there and drop my camera for the upgrade. Wonder if they do walk-ins.

Barry, Europeans who purchased in the US can send the cam back to Sony USA to get it fixed/updated for free (covered by warranty), but we would have to pay for shipment and may have difficulties with customs etc.
So it might be worth a consideration getting it fixed in Europe instead at one's own costs - knowing we already have saved a lot having bought in the US.

Luckily I bought it in the UK...

First off, I am not a lawyer. That said, here's my view.

There are significant differences in "consumer protection" laws between the US and Europe and even between states and countries within these regions, not to mention other regions of this globe.

For example, there is no minimum warranty period in the U.S. many products come with a very short (6 months or even less) warranty. Also manufacturers are left pretty much free to handle claims however they see fit (at least procedure wise).

In Europe however there is a minimum 1 year warranty and even a required 2 year minimum on "durable goods". This includes cars, but also washers, TV's and camcorders. Basically anything that should last a few years at least. Here in Holland, and I believe in the whole of the EU, it is also a consumers' legal right to return the product to the dealer/reseller having sold them the product, even if they haven't got the reciept anymore. The reseller cannot 'hide' behind manufacturer warranty and is required to cover any discrepancies. Bussineses are not awarded the same rights/protection as consumers.

All warranty is "Limited", sometimes even so that it infringes on consumers' rights. In Europe consumers cannot enter into a contract that limits their 'inalienable' legal rights, making such clauses invalid. In the U.S. I believe you can enter into any contract as long as you are competent and of legal age, although (some) states may have protective laws in place.

In the U.S. "free market/kapitalism" (don't get to use that often in a post) is the mechanism that should 'make' manufacturers provide quality products and customer service backed up by a comprehensive warranty. In Europe it is a more "socialist/government driven" process.

This results, in my personal experience, in better customer service (CS) in the U.S. than in Europe. Whereas with U.S. organisations CS is a way to distinguish themselves and generate a positive effect in their customer base, in Europe the government requirements make it more of a cost center, inviting 'cost savings'.

One of the limitations found in warranties is geography; a (sales) organisation cannot be expected to have to service/repair all their equipment worldwide, although sometimes "international warranty" is offered. A common requirement is that equipment has to be 'returned to base', which may be an appointed service center.

As to manufacturers requirement to fix manufacturing defects, this is a.f.a.i.k. always part of the product warranty, however it is usually limited to "parts & labor" and the customer is responsible for the product return (and costs thereof).

Because of such differences as well as general market and operating cost differences, prices vary for the same/similar product based on geography as does service/warranty.

The Sony Primesupport Silver extends the 'standard' manufacturers' warranty beyond the European requirements, including provisions for a 7 day turn-around time and 'loaner' equipment for repairs which cannot meet that timeframe. It also includes free pickup and return shipments within it's service region.

U.S. customer support is a bit more "fluid"; I've read some people getting free pickup shipments and others having to pay for it themselves. Some have got replacement cameras, some have had to wait a long time. Not to say that support has been "all good" over here; there's a whole "dissatisfied with primesupport" thread on the forum somewhere.

To summarize, in the U.S. you need to read the fine print; in Europe a little less. It is always a good idea to do so. Manufacturers can (and do) limit warranty and support, and it differs geographically. Unless specific "international" warranty/support is provided it is generally limited to your region.

George/

P.S. Third party waranty extensions may extend geographical coverage and/or other terms, but also have 'fine print'; always good to read that too.

Mathieu,
Thanks very helpfull I have the 1.05_0405 serial 0104735

I forgot to add my serial #102393. We might be able to figure out via SN where the firmware changed from 1.03 to 1.05. Was there a v1.04?

Again I would like to thank everyone for their great finger crossing work. My EX1 arrived last night and the firmware is 1.05!

Congratulations, George.
Please post your first backfocus-tests (under 1.05). Would be much appreciated.

Could you let us know what your serial number is?

I haven't been there, but I will find out in the next week or so. I'll ask them if they take drop-offs.

s/n 104810

Backfocus check by star and fiddlehead to 22" HDTV by component seems correct. I will check by HD SDI in the next day or two.