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.

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

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.

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/

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.