Sony Service vs Canon Service

So, I have a RX1-r that's a little over a year old and has only 110
shutter activations on it. 110! It's just out of warranty of course.
The Mode dial is off about one click.
Meaning, when on M, it's actually on S. When on 1, it's on M.
1,2,3 are registered settings. 1 & 2 work but 3 doesn't. Stays on 2.
Called Sony. We removed batteries and card. Same problem.
We initialized it but still no good. They don't service it themselves.
They use a repair facility in CT. (USA). Flat $376.50 cost. Can be more.
Finding mixed reviews of course. Everybody gets mixed reviews.
I've got to say, I've been thinking about buying the A7rII in the future
when it comes out but this has given me pause. This camera is like brand new in usage.
Say what you want about the Canon vs Sony thing, (sensors),
Canon services their own brand themselves and they have great service.
Has anyone dealt with their Sony's authorized repair center in CT.

maxblack wrote in post #17601046
So, I have a RX1-r that's a little over a year old and has only 110
shutter activations on it. 110! It's just out of warranty of course.
The Mode dial is off about one click.
Meaning, when on M, it's actually on S. When on 1, it's on M.
1,2,3 are registered settings. 1 & 2 work but 3 doesn't. Stays on 2.
Called Sony. We removed batteries and card. Same problem.
We initialized it but still no good. They don't service it themselves.
They use a repair facility in CT. (USA). Flat $376.50 cost. Can be more.
Finding mixed reviews of course. Everybody gets mixed reviews.
I've got to say, I've been thinking about buying the A7rII in the future
when it comes out but this has given me pause. This camera is like brand new in usage.
Say what you want about the Canon vs Sony thing, (sensors),
Canon services their own brand themselves and they have great service.
Has anyone dealt with their Sony's authorized repair center in CT.

I've sent my a7r to them to have it cleaned before selling. They just received it today, but everything has been smooth thus far. Nice email summary upon intake, and they stated they'll follow up with updated as it progress through their system.

As far as their pro service, I don't think it actually exists. I sent an application in (you fill out a PDF, then email it to them.. very unusual process). I did that on June 1st. Haven't heard a peep from them, not even a confirmation that they received the application.

I'm just disturbed because of the tiny amount of actuations the body has on it
plus the flat fee which isn't trivial. It's a shame as I hardly touch the Mode dial as I shoot mostly manual anyhow.
I'll have to bite the bullet and send it in. I'm glad to hear yours is going smoothly.
It says a lot about you that you are getting it cleaned before selling it.
Thanks for the reply!

110 activations in a year? Maybe the camera got jealous and mad at you.

Maybe.
I have quite a few cameras and only used it
for special family functions.
Now I'm mad at it.
Thanks.

Well, it seems the saga continues.. I randomly checked my status online, it said there was "service delay" alert, and it said to call (note, no email/call about this, I had to find out on my own).

The first person quoted me ~$405 for repair. I asked what the repair was, since I had only sent it in for a cleaning. She didn't know, but told me the labor charge was ~$115. I asked her to find out what the repair was for, because if something was wrong, i'd like to know about it. She said she would call back.

+ 2 days..

I call back asking if they found out anything. Very helpful person answered, and actually helped me realize I might be under warranty, so I sent in my receipt, told to call back in two days to check in on it.

+1 day

Call back to me from original rep with a new total, ~$150 for the cleaning. She said that was just for the cleaning, not the repair. I again asked for details on what the "repair" was, as I still wanted to know if something was wrong. No information, said she would send it back to "management" to find out..

So we're about 4 days in, I apparently have two quotes, one for a cleaning, one for a "repair" with no itemized details, (just that it would restore the camera back to factory specs..).

Not the worst customer service I've ever dealt with but clearly things are not running 100% over there.

I'm a little skeptical at this point that they may just be making things up though.. The camera was 100% fine (just dusty) when I sent it in.

Edit - They did just call back (the helpful rep) today and said it was under warranty, so that's pretty awesome. Still never any detail on what the mysterious 'repair' constituted, I still think it was just a sketchy billing practice or a lazy tech entering things in the computer.

BrandonSi wrote in post #17610455
Well, it seems the saga continues.. I randomly checked my status online, it said there was "service delay" alert, and it said to call (note, no email/call about this, I had to find out on my own).

The first person quoted me ~$405 for repair. I asked what the repair was, since I had only sent it in for a cleaning. She didn't know, but told me the labor charge was ~$115. I asked her to find out what the repair was for, because if something was wrong, i'd like to know about it. She said she would call back.

+ 2 days..

I call back asking if they found out anything. Very helpful person answered, and actually helped me realize I might be under warranty, so I sent in my receipt, told to call back in two days to check in on it.

+1 day

Call back to me from original rep with a new total, ~$150 for the cleaning. She said that was just for the cleaning, not the repair. I again asked for details on what the "repair" was, as I still wanted to know if something was wrong. No information, said she would send it back to "management" to find out..

So we're about 4 days in, I apparently have two quotes, one for a cleaning, one for a "repair" with no itemized details, (just that it would restore the camera back to factory specs..).

Not the worst customer service I've ever dealt with but clearly things are not running 100% over there.

I'm a little skeptical at this point that they may just be making things up though.. The camera was 100% fine (just dusty) when I sent it in.

Edit - They did just call back (the helpful rep) today and said it was under warranty, so that's pretty awesome. Still never any detail on what the mysterious 'repair' constituted, I still think it was just a sketchy billing practice or a lazy tech entering things in the computer.

That is a little scary. I'm happy you got that confusion squared away.
I hope everybody who is clamoring for a new Sony camera, (which includes myself),
is well aware of the shortcomings of Sony's repair service, if I can call it that, being that it's not theirs.
It's nothing like Canon's.
I'm going to bite the bullet and send it in and cross my fingers. Mine's clean but needs a repair.
My fingers will be crossed. Cost is almost $370 flat rate without even seeing it.
Call me nervous.

Yikes. I need my cameras to last a good long time - trying to decide between a7R II and 5DS. On paper the a7R II is the clear winner for my needs; love the feature-set and the supeior sensor. But, I am going to need service, and it's hard not to pick Canon when it comes to taking care of your repair needs. Really tough decision.

110 shots in a YEAR? Wow! 110 shots is a lunchtime outing for me.

David Arbogast wrote in post #17610846
Yikes. I need my cameras to last a good long time - trying to decide between a7R II and 5DS. On paper the a7R II is the clear winner for my needs; love the feature-set and the supeior sensor. But, I am going to need service, and it's hard not to pick Canon when it comes to taking care of your repair needs. Really tough decision.

110 shots in a YEAR? Wow! 110 shots is a lunchtime outing for me.

It is a tough decision. Kinda like what to do with your Zeiss 21mm.
Hopefully, my experience is a fluke.
Always enjoy your imagery David and your insights.
I won't tell you what my 5Dc actuations are.

maxblack wrote in post #17610866
It is a tough decision. Kinda like what to do with your Zeiss 21mm.
Hopefully, my experience is a fluke.
Always enjoy your imagery David and your insights.
I won't tell you what my 5Dc actuations are.

Thanks for the nice encouraging note.

But, back on topic, I do really appreciate you sharing your experience with Sony service. And speaking of your 5D, Canon is still supporting that old camera. I wonder if Sony will still be supporting the a7R II in 10 years?!

David Arbogast wrote in post #17611315
But, back on topic, I do really appreciate you sharing your experience with Sony service. And speaking of your 5D, Canon is still supporting that old camera. I wonder if Sony will still be supporting the a7R II in 10 years?!

Are they still offering full repair support for it? I was under the impression that they dropped back to limited support awhile back, and were only doing a handful of repairs still due to parts stock issues. (Some things that were repaired normally before are now being rejected because parts are no longer produced/stocked.)

Luckless wrote in post #17611331
Are they still offering full repair support for it? I was under the impression that they dropped back to limited support awhile back, and were only doing a handful of repairs still due to parts stock issues. (Some things that were repaired normally before are now being rejected because parts are no longer produced/stocked.)

You're likely right on that: it is a bit foggy to me. Even so, Canon has provided service support on it for an impressively long time. And I wonder if the same will be true with the a7R II and Sony in ten years.

I am in a dilemma trying to choose between the camera with the best features (a7R II) and the one with perhaps the best long term service support (5DS). It is a tough call!

And it is all the harder as I will be using big heavy Canon-mount lenses - can the a7R II lens mount hold up for years? I think probably yes, but it is an added concern.

David Arbogast wrote in post #17610846
Yikes. I need my cameras to last a good long time - trying to decide between a7R II and 5DS. On paper the a7R II is the clear winner for my needs; love the feature-set and the supeior sensor. But, I am going to need service, and it's hard not to pick Canon when it comes to taking care of your repair needs. Really tough decision.

110 shots in a YEAR? Wow! 110 shots is a lunchtime outing for me.

Well, they are supposed to have a 'pro support' place that's different from their regular commercial support. Though it's been weeks since my initial application, and almost a week since I sent them 'is anyone alive over there? is this thing on?' email, and still nothing.

So assuming they ever do get it up and running, it'll probably be much better than Precision. That's a big IF though.

BrandonSi wrote in post #17611923
So assuming they ever do get it up and running, it'll probably be much better than Precision. That's a big IF though.

Oh, I'm pretty pessimistic about any company! Overall, I think Sony or Canon would be about equal for customer service...which these days is take it or leave it! I haven't had dealings with Sony with their imaging products, but have their computer products. It took some back and forth to get a laptop repaired under warranty. My anecdotal story with Canon's service is worst (their rep accused me of dunking my camera in water and I had to pay quite a bit in repairs for what was termed "water damage"). But overall, I've found all corporations to be pretty awful to deal with....consumer grade or professional grade...

davesrose wrote in post #17611944
Oh, I'm pretty pessimistic about any company! Overall, I think Sony or Canon would be about equal for customer service...which these days is take it or leave it! I haven't had dealings with Sony with their imaging products, but have their computer products. It took some back and forth to get a laptop repaired under warranty. My anecdotal story with Canon's service is worst (their rep accused me of dunking my camera in water and I had to pay quite a bit in repairs for what was termed "water damage"). But overall, I've found all corporations to be pretty awful to deal with....consumer grade or professional grade...

I'm curious, what happened to your camera that they thought it was water damage?