SusannahB

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I would not recommend Sony cameras to ANYONE. I never write reviews of things, but I am so disgusted by Sony that I felt motivated to warn other people. From beginning to end, I have had an egregious experience, both in terms of the camera itself and the customer care. As a serious photographer, I wanted a mirrorless camera for everyday shooting. After saving up for a long time, I bought the sony alpha 7 camera, whose body and lens set me back $3,000. It was a big purchase, but I told myself I’d be getting years of use out of this “top quality camera.” When spring break came around and I had my first chance to use it, I couldn’t have been more excited. But as soon as I started using this brand new camera, I realized something was wrong—to start with, the camera didn’t focus properly; even photos that I did manage to focus manually and that I took in broad daylight on a fast shutterspeed would turn out blurred or hazy. Furthermore, the camera would turn off spontaneously even when fully charged, and wouldn’t stay in playback mode when I wanted to review the images. Disappointed, I sent it in for repair. The camera was “repaired” and the issues remained. I call Sony—they tell me to send it in for repair again (keep in mind this is after wasting tons of time on the hotline number). OK—I take time out of my day to get the camera to FedEx, pack it up properly, and ship it off. After a few weeks, the camera is returned after being “fully repaired.” As soon as I get it out of the packing box I try it out…problems still persist. I call Sony AGAIN, and explain that I have sent the camera in twice and would like to speak with someone about getting a new camera to replace this clearly defective one. I am told, after multiple phone calls with indifferent customer service reps, that “they are not in a position to give me a replacement camera.” I ask them to put me in touch with someone who IS in a position to do so. I also ask for an email address where I can send my photographs, so that Sony will see firsthand what problems I am experiencing with their camera. I am told someone will get back to me within 24-48 hours. When they finally DO call back, I am in a meeting and miss the call by 5 minutes. Unfortunately, there is no call back number—they simply provide the main hotline number, where I had to go through the ENTIRE call process again, explain everything to a new customer service rep, only to be told that “someone will get back to me within 24-48 hours.” AGAIN. Finally, I get the call from someone who I believe will speak with me about getting a replacement camera. Instead, I speak with a totally unapologetic customer service representative, who tells me, like all the others that she “is not in a position to offer me a replacement camera.” She tells me that Sony has reviewed the image samples I have sent them and agree that something is wrong with the camera, and that I must send it in for repair. Flabbergasted, I tell her this would be the THIRD time I’ve sent the camera in for repair. With absolutely no apology, and a tone of complete indifference, she tells me that “warranty covers repair, not replacement.” So there you go. Hours wasted on the phone, a $3,000 dollar camera that doesn’t work, and I am once again “sending the camera off for repair for a third time. Sony, you should be ashamed.