... I purchased a DCR-SX60 16GB Handycam® Camcorder directly from Sony. I received the camera and several days later spent a few hours taking videos for use with my work. Upon viewing those videos on a television and computer later that day, I found all of the videos to be blurry. Also, while using the camera I discovered that the manual focus didn't work at all. I called Sony and was instructed to return the camera to the Sony Laredo Repair Center at my own expense. To ensure a quick response I carefully packaged the camera and returned it 2nd day air with insurance at a cost of $11.00. I received the camera over a week later with a note that the camera lense had been replaced. When I had some time I took some more videos for use with my work. Again when I returned that evening and watched them both through a televsion and computer the videos were slightly blurry, and I had noted while using the camera that the manual focus had not been repaired. In addition, one of the videos randomnly bounced and skipped even though the camera had been set on a tripod on a firm surface. Hence, the camera likely has an intermittent problem.
I then called Sony back and requested to exchange the camera--not wanting to have to continue to have a camera with multiple problems. The Sony representative said that they could not exchange it. They would first have to evaluate the camera, then they would decide whether to exchange the camera or repair it. I then asked to return the camera. They said that I could not return the camera because it had been more than 30 days since I purchased it. Hence, from the time I purchased the camera it took about 7 days or more to receive it. Another week to discover the problem. From the time I sent the camera to the repair center to the time I received it back was over a week. And now I've had the camera about a week before I had time to use it again. Most of the time the camera has been in shipping or in Sony's possession at the repair center; yet, they will not allow me to return the camera.
I then contacted their Customer Service Department. They informed me that their policy was unbendable: no returns, and an exchange only upon evaluation by the same team that didn't fix the camera the first time around. I asked to talk to a supervisor. She too gave me the same brick wall of a policy.
Next I decided to call for an RMA number to return the camera. Because it was beyond the 30 days by a few days, the representative said he could not issue me an RMA number; he also said my only remedy was to send the camera back to the repair center. I asked him how many times would I have to send a camera back to be repaired if it still wasn't working. He said 3 times before they will send you a replacement. This is their company policy: "Sony--Company first; customer last!" I now have to send the camera back again. By the time I receive the camera back, I will have had the camera for about 6 to 7 weeks without being able to use it.
Yesterday, I talked with a neighbor and friend about my situation and he told me that he had the exact same experience with Sony, having sent his Cybershot camera back to them three times; it never was fully repaired. Having grown up in Japan, I have bought Sony products throughout my life. But I am very disappointed in their customer service support and customer service policies. My only recourse is to send the camera back again, wait another 7 to 10 days for it to be returned in hopes that the lemon I purchased will have been fully repaired. Sony has made fine products throughout the years, but their current customer service stinks! If you purchase a Sony product, pray that you don't have any problems with it!
Today, I contacted serveral Sony departments to find out where I could submit a complaint. None of those I called could give me any avenue through which to complain to Sony about their customer support. If you want to purchase a product from a company with a brick wall for their support, then purcahse Sony. If you want to spend hours on the telephone, being given the run-a-round from department to deparment, and end up very frustated, then buy Sony. . .
Lastly, I checked on the Sony website to see if any of these policies were clearly stated on the web page. Only at the bottom in very small print was a link to "Terms and Conditions." One doesn't expect that all the time a product is in transit and in a repair center would be included as part of the warranty duration.
What would I have liked:
* a camera that worked the first time around (quality control!)
* for Sony to pay for the postage to send the camera to the repair center
* to be able to exchange a camera when a camera is received with problems
* to be able to return a camera after the 30 days when multiple repairs are required on a new camera
* for an avenue to send a complaint to
* to NOT have to send a product back at least 3 times before being issued a replacement
* to have their return and repair policy cleary spelled out on the description page
"Sony--Company first; customer last!" ...
Check Amazon Price and Read More Reviews on Sony DCRSX60 Palm-Sized camcorder with 60X Optical Zoom (Silver)
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