Looking to buy a camcorder? Interested in a Sony? During a recent holiday while I was filming my camcorder locked up, asking me (but refusing to) eject the tape. Six weeks later I have my tape back, but no functioning camcorder. It won't ever be functioning... and my next one will NOT be made by Sony.
The Sony in question was a DCR-TRV60e, an expensive model that had been in service for 18 months. It flashed an error code (03:32); supposedly something the user could fix. I tried a different battery, the mains power, resetting the camcorder - but it still refused to eject, so I couldn't continue filming to my dismay. This fault developed on a previous holiday, but spontaneously fixed itself. It was a similar fault with a Canon that caused me to switch to Sony, after loosing a valuable tape to that camcorder and loosing confidence in the brand.
When I first rang Sony Central Service on return from holiday I was angry to hear that it would cost £176 to get my tape back, this being Sony UK's standard "take a look" fee. A new Sony camcorder can be had online for £240 inc. VAT with a 12 month warrantee. Furthermore Sony Central Service couldn't say whether this "fixed" fee would cover whatever caused the problem - if it was sand contamination, for example. So angry was I over this outrageous charge that I tried to get the tape out myself, carefully dissembling the camcorder. But I could see no way to open the cage without using force, and ended up with too many pieces to reverse this course of action.
I contacted a local electrical repair shop who agreed to take a look and give a free estimate. Providing there were no major parts that needing replacing, they were confident they could significantly undercut Sony's charge. The malfunctioning part was identified but guess what? Sony won't sell that part individually - you have to buy the whole tape cage, for £300. It just wasn't worth it. So resuscitation was unsuccessful:
I got my tape back, for £40. Cheaper than Sony's £176 to be sure, but I wasn't prepared to pay the £400 (half the purchase price) it would have taken to replace the defective part and reassemble the camcorder.
Sony is big on proprietary technologies, not because they are advantageous, but because they lock you in to Sony products. Take the Memory Stick, which doesn't work with non-Sony camcorders, or the Info Lithium battery, which puts a proprietary power management chip into the battery so you can't use other brand batteries that don't have it. Well, this time Mr Sony your strategy is going to backfire:
- Ridiculous parts costs are off-putting (the local dealer recommended taking a look at Samsung camcorders).
- Your new camcorders use a different lens filter diameter, so my existing tele- and wide-angle lenses won't be compatible.
- Your new camcorders use a different shaped battery, so I would no longer be able to share batteries with my Sony still camera.
- Your new camcorders use a different mains adapter, so I would no longer be able to share it with my Sony still camera.
- Your new camcorders no longer support my relatively new Sony-brand external microphone.
I am convinced that the above changes are not a reflection of technological progress (the DCR-TRV60e is still on sale in the High Street). Rather, they reflect commercial interest. I am no longer interested Sony, and change is not always good.
RIP: Sony DCR-TRV60e no. 4240178; b. 24.04.03 d. 01.02.05
If you take the time to read the Sony repair forms, it is clear that £176 does cover all repairs. The only exceptions are physical damage, sand/liquid ingress. In these cases, if the £176 threshold is exceeded, an estimate is issued. Obviously, raising an estimate involves stripping the unit, so is labour intensive, so there has to be a fee involved.
To me, this seems absolutely reasonable. Check out repair fees for other manufacturers. You'll see that Sony are one of the cheapest.
We all know that with a highly complex machine like a camcorder, any repair is extremely skilled and labour intensive and hence has a cost that has to reflect the work required.
I managed to drop my Sony DCRTRV30 camcorder. It was clearly badly damaged. I sent it off to Sony Central Service and thought that I could sent the estimate to my insurance company. They managed to do the repair for the fixed cost, so I was over the moon.
I really think you need to move in to the real world and accept that the price of camcorders has become so cheap, but labour costs are high. That's just the way it is I'm afraid. I for one am sticking with Sony. They have the best customer service of any manufacturer that I've experienced.
Claire, I'm surprised you think that £176 minimum from Sony vs. the £40 I paid to get my valued tape back is "reasonable". I'd call it robbery.
Furthermore, forcing third parties to order an entire tape cage at £300 rather than just the part at fault, is divisive.
I'm pleased to read that you have confidence in Sony products and services. Unfortunately the experience of my extended family has been different. It's a competitive marketplace and no doubt difficult for any manufacturer to distinguish themselves in terms of product quality or aftersales support.
This old post was a rant, so its purpose was to let of steam. Disclosure: we since bought another Sony camcorder—a sign perhaps that I have "mov[ed] in tho the real world" as you put it. We bought a discontinued low-end model that we can toss when it stops working, knowing Sony's diagnostic fee equates to replacement cost.