More Problems with Precision Camera (SONY USA)

[JonathanStewart]

Rant: 

Sony Pro Support gets the ball rolling quicker, but Precision still can't get it right. 

Sent in my RX100iv for no audio playback, and Precision tried to claim it was due to impact. Sony stood behind me and they "fixed" it under warranty.  But they got dust on the sensor on the reassembly. 

Simultaneously sent in my A72 to Precision for Pro Support's included sensor cleaning.  It came back bricked. BRICKED! WTF?!?

 

Sent RX100iv back, asked them not to do a factory reset so as not to lose my apps and settings. Got call saying they'd need to reset it in order to troubleshoot the dust on the sensor.  WTF?!? Guess you need a factory reset to hold it up to a bright background and put the camera at f/8?  

 

Sent A72 back as well.  Was told a "senior quality control" technician was reviewing the repair. 

 

Both cameras came back within the 3 days as promised by Sony Pro Support, and actually Precision did a pretty good job packing them, a definite improvement over what can only be assumed was the save and pray method they previously used. 

 

RX100iv is working fine. No dust. Hope it stays that way.  A72 also back, and operational, but . . . 

 

A72 now has the rubber exterior, which they apparently replaced for whatever reason, coming off.  So back it will go for a third freaking time, for what was originally a simple sensor cleaning.  I'll keep the forum posted on how the next, third, round goes. 

 

SONY, DUMP PRECISION CAMERA!

[jbeto]

Don't work for precision but would like to share my positive experience. Sent in my a99 for an anti-shake fault message. Shipped it out last Thursday and received a call on Monday for repair approval. Received another call on Tuesday and they agreed to ship overnight to my hotel on the other coast. Received it today and fully functional. Spoke with 2 employees and both courteous and helpful. Good luck.

[psartman]

I also had a horrible service experience with Precision last year. My RX100 mk4 had a malfunction in the lens cover, they claimed it was impact damage. I appealed to Sony who agreed to fix it, then Precision said there would be a month or more wait for the parts. I insisted on a replacement camera, Sony eventually agreed but it was hours of frustration and time on the phone and emails. Perhaps because this is not a "pro" camera, but I am a pro photographer and educator, so it sends a bad message. We are in the process of buying A7RII and full frame lenses for my school, I hope they clean up their act for service on high-end gear. Dose Precision also handle service for this stuff?

[MigPxl]

I've had terrible experiences with Precision in the past month. A7rii, which is supposed to be a pro camera, has been there now for about 5-6 weeks at this point. It's taken me 5-10 calls to even get to a customer rep from precision and several messages per call to check. I've went so far to rent another a7rii. Precision has stated several times that the parts have been delayed. If this keeps up, I'm going back to nikon.