Sony Customer Service and Extended Warranty

[bbcoach]

I am really beginning to question Sony’s customer service and their intentions in standing behind their cameras.  When I purchased by A7II I elected not to purchase a third party warranty because Sony advertised thier Protection Plus warranty being available for purchase anytime as long as you are within your existing warranty period.  I am still well within that period and when I called last week I was told it could not be purchased.  I have called numerous times and cannot even get past the first customer service representative to get someone to address the issue.  The only response I get is “You cannot purchase the Protection Plus Extended Warranty, Sony is no longer selling it”.  I cannot get anyone else to talk to or to call me back.  They referred me back to the store where I purchased the A7II to see if they could help.  I checked and their third party warranty must be purchased at the time of original purchase. 

 

As you can see by the links below, it is still advertised on their website as of today.  

 

If anyone has any suggestions, please let me know.  It is concerning that Sony is not standing behind the product agreement that was in place at the time of purchase.  They also are using a third party, Precision Camera, to do all of their repairs.  For any out of warranty repair it is $304. to assess the camera and then any additional parts.  I have always been under the impression that extended warranties are very profitable for companies.  If this is not the case for Sony, then are we to assume that their latest products are not reliable and we will be left footing huge repair bills after the first year?  My A7II had an issue with the shutter and had to be serviced which is another reason I wanted the Sony Protection Plus Plan.  I should have purchased it at that time but knew by the guidelines on the website that I had until my original waranty expired.  

 

I would greatly appreciate if anyone reading this would help document the links are still active by posting here on this thread.  I will be writing letters and would like some additional documentation of what is advertised on the Sony site.  Feel free to post on other sites as it is important that others know what is posted on the Sony Official Website is not true and will not be honored by Sony.  

 

Plans Explained

http://store.sony.com/-cms-page.content.extended.service.plans

 

Plan Details

http://store.sony.com/helpdeskcategory/helpdesk-registration-and-warranty-category-template_sny_helpdesk_reg_warranty_category?article=component_sny_helpdesk_registration_warranty_advantage_details_US

 

Purchasing a Warranty After Product Purchase

http://store.sony.com/helpdeskcategory/helpdesk-registration-and-warranty-category-template_sny_helpdesk_reg_warranty_category?article=component_sny_helpdesk_reg_warranty_purchase_US

 

Thanks in advance,

[MichaelMilner]

The Sony store is no longer operating as of the end of August. It clearly states that there is a new product site for information which would supersede any old information displayed on your link. Nothing lasts forever especially offers deals and extended warranties.

[pdrphoto]

No... it's a shame.
And it's strange because i found the Warranty extensions on Sony site but it's impossible to buy it.
In the days i've bought the A7RII it's clear that i have 1 year to buy the warranty extension.. It was not an "offer".
Now i read 3/4/5 years extension option but i'm not able to buy on of it.

http://www.sony.it/support/it/premium-services#digital_imaging
or

http://www.sony.it/hub/warranties-dime

Plus: on the italian Sony site it's disappeared the A7RII.. i find the new A7SII, but no trace of the A7RII. 

Why?

(http://www.sony.it/electronics/fotocamera-con-obiettivi-intercambiabili-prodotti/t/fotocamere-con-obiettivi-intercambiabili?bestfor=expert-capability)

 

On monday i will call Sony... but in the past they are not able to answer to the simplest questions.. (!).. sad circumstance..

[tizeye]

That is very disturbing. Typically, I don't get the extended warranty as will sell it around 18 months or so, take a hit about equal to the service plan cost and but new, back into warranty after being out for about 6 months. With wife's a6000 she had an accidental drop about a month before the 1 year was up, damaging the lens. Purchased the accidental damage for the lens and had it repaired significantly cheaper than accidental non-coverage repair. Just looked at Sony's site and can't even do that now.

 

Searching online, both B&H and Adorama have Sony extended warranty contracts that they sell with over 90 listed but most are camcorder. Didn't see any alpha camera or lens, nor did I see it on Amazon. It makes sense if Sony disbanded the on-line store that their retailers would carry the produce...although they may prefer their 3rd party warranties which probably pay them more but have the 'within 30 days' restriction rather than 'while in original warranty' timeperiod. May want to cal B&H and/or Adorama to see if as an authorized Sony representative, do they sell the Sony branded warranty for camera lens.

 

I recently purchased an a7rII from Best Buy and they only offer Geek Squad within 15 days, however as an Elite Plus customer, I am within my 45 day return period. Debating on if I should purchase the 2 or 3 year plan with them ignoring the 15 day (today is day 30) or, if not accommodating, return the camera and buy another. Or just apply that cost savings from non-purchase to a sell/upgrade transaction in 1-2 years.

 

The last thing Sony needs is "lack of support" going viral. It would be worse than the 14 bit RAW issue that they eventually had to address. You may want to copy/print the "purchase anytime" official policy page before it disappears. Perhaps, send it tou your State Dept of Consumer Affairs (usually a division in the Attorney Generals office) about this lack of support. If Sony starts getting official enquiries from the State level, they are more likely to follow-up and address their internal policy.

 

On a side note, my camera box is up in the attic, stored for when I eventually sell it as it returns more with the box. With all the papers they include with the manual, was there a flier with the option to purchase the extended warranty? You may want to check.

[dave_p]

Hi, I am in exactly the same situation. I recently bought an A7 body during the £200 cashback (UK) offer. Tried to buy the extended warranty on Sony UK site but its not possible. I contacted the support but they are unable to help and suggested I try one of their shops. I did that and no luck, told they do not 'stock' extended warranties.

 

So now I am at a loss and frankly this situation is totally pants!