December 18, 2017, 06:15:21 AM

Author Topic: Sony Service  (Read 1931 times)

chrysoberyl

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Sony Service
« on: November 28, 2017, 09:29:50 AM »
For those of you who also use Sony bodies and lenses (gasp!), how is the service?
6D, 80D, 5D IV, Zeiss Milvus 100mm Makro, Sigma 180mm/2.8 macro, Canon 100mm macro, Canon 24mm/1.4, Sigma 35/1.4, Tokina 16-28, Canon 1.4X III TC, Canon 2X III TC, Rokinon 14mm 2.4, Sigma 135mm ART.

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Sony Service
« on: November 28, 2017, 09:29:50 AM »

Dylan777

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Re: Sony Service
« Reply #1 on: November 28, 2017, 11:51:39 AM »
I live about 1hr away from Sony Pro Service Center in Los Angeles. My last service was FE50f1.4 on recall. I was in and out within 40mins.
« Last Edit: November 28, 2017, 11:53:44 AM by Dylan777 »

chrysoberyl

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Re: Sony Service
« Reply #2 on: November 28, 2017, 02:21:17 PM »
Thanks, Dylan.  Are there no other Sony users on this forum, or do they not want to admit that they use Sony as well as Canon?
6D, 80D, 5D IV, Zeiss Milvus 100mm Makro, Sigma 180mm/2.8 macro, Canon 100mm macro, Canon 24mm/1.4, Sigma 35/1.4, Tokina 16-28, Canon 1.4X III TC, Canon 2X III TC, Rokinon 14mm 2.4, Sigma 135mm ART.

Mt Spokane Photography

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Re: Sony Service
« Reply #3 on: November 28, 2017, 02:33:06 PM »
They have a reputation for slow service, but the pro canter in CA was supposed to boost service to pros.  I see positive remarks from recent users of the pro service center, and poor service remarks from years ago.

You might ask your question in the Sony forum at Fred Miranda.com  I did a search for "service"

http://www.fredmiranda.com/forum/board/56

chrysoberyl

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Re: Sony Service
« Reply #4 on: November 28, 2017, 02:58:54 PM »
Thanks.  I specifically want impressions from users of both (Sony and Canon) brands.  A Sony forum is likely to contain a fair number of fanboys (fanpersons?).  Well, heck, so is this forum...

Is there a Canon Pro Center?  Or do you just pay an extra fee for better service?

They have a reputation for slow service, but the pro canter in CA was supposed to boost service to pros.  I see positive remarks from recent users of the pro service center, and poor service remarks from years ago.

You might ask your question in the Sony forum at Fred Miranda.com  I did a search for "service"

http://www.fredmiranda.com/forum/board/56
6D, 80D, 5D IV, Zeiss Milvus 100mm Makro, Sigma 180mm/2.8 macro, Canon 100mm macro, Canon 24mm/1.4, Sigma 35/1.4, Tokina 16-28, Canon 1.4X III TC, Canon 2X III TC, Rokinon 14mm 2.4, Sigma 135mm ART.

danski0224

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Re: Sony Service
« Reply #5 on: November 28, 2017, 07:33:35 PM »
Is there a Canon Pro Center?  Or do you just pay an extra fee for better service?

CPS: Canon Professional Services

Far as I know, the different CPS membership levels have different repair price discounts, different repair turnaround times, whether or not shipping is included and product loaners while your gear is being fixed.

The level of repair service, with the exception of those perks mentioned above, is probably the same for any "average" customer paying for a membership. Million dollar+ accounts might get some preferential treatment here and there though :)

I have no complaints, especially with a location within driving distance.

Mt Spokane Photography

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Re: Sony Service
« Reply #6 on: November 28, 2017, 09:29:10 PM »
Thanks.  I specifically want impressions from users of both (Sony and Canon) brands.  A Sony forum is likely to contain a fair number of fanboys (fanpersons?).  Well, heck, so is this forum...

Is there a Canon Pro Center?  Or do you just pay an extra fee for better service?

They have a reputation for slow service, but the pro canter in CA was supposed to boost service to pros.  I see positive remarks from recent users of the pro service center, and poor service remarks from years ago.

You might ask your question in the Sony forum at Fred Miranda.com  I did a search for "service"

http://www.fredmiranda.com/forum/board/56

Actually, Sony users complain about service and camera features just like any other forum, so its a window into what to expect.  There are plenty of complaints about Sony service, but it seems to be getting much better in the USA.

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Re: Sony Service
« Reply #6 on: November 28, 2017, 09:29:10 PM »

chrysoberyl

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Re: Sony Service
« Reply #7 on: November 29, 2017, 08:30:19 AM »
Thanks, all.  I am considering whether full frame mirrorless fits for me, but before renting an a7R, I wanted to know how the service stacks up - service is very important to me.  And it is now clear that if I want decent service from Canon, I need to ante up for a high level CPS membership.
6D, 80D, 5D IV, Zeiss Milvus 100mm Makro, Sigma 180mm/2.8 macro, Canon 100mm macro, Canon 24mm/1.4, Sigma 35/1.4, Tokina 16-28, Canon 1.4X III TC, Canon 2X III TC, Rokinon 14mm 2.4, Sigma 135mm ART.

Random Orbits

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Re: Sony Service
« Reply #8 on: November 29, 2017, 09:00:05 AM »
Thanks, all.  I am considering whether full frame mirrorless fits for me, but before renting an a7R, I wanted to know how the service stacks up - service is very important to me.  And it is now clear that if I want decent service from Canon, I need to ante up for a high level CPS membership.

I don't know why you'd say that a high level CPS membership is required for decent service from Canon.  I am in the US and I'm not a pro, and therefore, I do not qualify for CPS even though I have more gear points that most pros.

I've sent in multiple lenses to be adjusted/fixed and multiple bodies too.  Turnaround time was slightly more than a week typically and a lot of that is due to shipping both ways.  The items came back as good as new, and I've been happy with the service.  Because I am not a CPS member, I don't get discounts, access to loaner equipment etc., but I'd say that the turnaround time was great (and I didn't pay for expedited service/shipping).  This is one reason why I'd like to stay with Canon.  I have a friend that needed her D800 serviced in the last year, and it took 5 weeks.  Ridiculous.  And Sony used 3rd party for service before opening up their pro-shop.  Hopefully Sony gets better, but I've been burned badly by their products failing just after their warranty expired.  I see Sony as a consumer brand -- if it breaks, get a new one.  However, that is harder to swallow when the equipment cost thousands.  People have been upgrading Sony bodies every couple years, because their advancements in features were large enough to justify upgrading to the newer gear.  Now, the rate of change is slowing, and now Sony will face more repairs as people hold onto the equipment longer.  Canon has largely closed the DR gap, and Canon lenses are less expensive than their Sony counterparts.  Based on my prior experience with Sony products, I would not even consider switching to Sony until their service record is on par with Canon's. 

chrysoberyl

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Re: Sony Service
« Reply #9 on: November 29, 2017, 09:31:26 AM »
Based on my prior experience with Sony products, I would not even consider switching to Sony until their service record is on par with Canon's.

My three experiences with Canon service:

1. I had the outermost ring on my 24L replaced.  The lens was returned to me with the very same ring badly scuffed (down into the metal).  This was resolved eventually.
2. The 80D firmware update would not upload, so I sent it to Canon for the upload.  They sent it back to an unknown location.  Eventually it was returned to them and I did get it back.
3. I purchased a refurbished MP-E and they botched the order, but repeatedly assured me that the lens was on it's way to me.  When it didn't show, Canon would not honor the discount.

On top of all that, the general tone was one of disinterest and cold.

Now it looks like I will not qualify for CPS, so no matter how much I would be willing to pay for good service, I can't.  Is Sony service as bad as what I have experienced with Canon?
« Last Edit: November 29, 2017, 09:40:30 AM by chrysoberyl »
6D, 80D, 5D IV, Zeiss Milvus 100mm Makro, Sigma 180mm/2.8 macro, Canon 100mm macro, Canon 24mm/1.4, Sigma 35/1.4, Tokina 16-28, Canon 1.4X III TC, Canon 2X III TC, Rokinon 14mm 2.4, Sigma 135mm ART.

Random Orbits

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Re: Sony Service
« Reply #10 on: November 29, 2017, 10:17:23 AM »
My three experiences with Canon service:

1. I had the outermost ring on my 24L replaced.  The lens was returned to me with the very same ring badly scuffed (down into the metal).  This was resolved eventually.
2. The 80D firmware update would not upload, so I sent it to Canon for the upload.  They sent it back to an unknown location.  Eventually it was returned to them and I did get it back.
3. I purchased a refurbished MP-E and they botched the order, but repeatedly assured me that the lens was on it's way to me.  When it didn't show, Canon would not honor the discount.

On top of all that, the general tone was one of disinterest and cold.

Now it looks like I will not qualify for CPS, so no matter how much I would be willing to pay for good service, I can't.  Is Sony service as bad as what I have experienced with Canon?

CPS might expedite the service including shipping, but it shouldn't affect the quality of service.  I think your  experiences are just unlucky and not typical of most.

Services I have had done over the last few years:
  • 24L II would not focus accurately (I purchased off Ebay).  It was still within the 1 year warranty window, so Canon covered the recalibration of the lens.  Fixed satisfactorily.
  • 24-70 f/2.8 II, rubber zoom ring was coming off.  Out of warranty.  Fixed satisfactorily.
  • 5DIII, error 80?  A board had to be replaced.  Out of warranty.  Fixed satisfactorily.
  • 5DIII, focus screen dirty and misaligned because I was mucking around with it.  Out of warranty.  Fixed satisfactorily.
  • 5DIII, large rubber piece under shutter button was starting to disbond.  Out of warranty.  Fixed satisfactorily.
When I had originally bought the 5DIII, it needed AFMA about -3 or -4 for all my lenses.  They reset the focus after fixing it and it has been 0 ever since.

The refurb store is a separate organization from the repair shop.  Purchased the following:
  • 7DII.  Absolutely no issues.  There were multiple discounts that weren't supposed to be stacked, but they were and Canon honored it so I got it for about 800-900 and that was 1-2 years ago.  I was fully expecting them to cancel the order, but they didn't.
  • 16-35 f/4 IS (this one was via a promotion via their retail store and not refurb
  • 35 f/2 IS
  • 24 f/2.8 IS
  • EF-S 10-22

So my experiences do not match yours.  In reality, it's somewhere in between.  Again, most of my purchases/repairs were done within 1-2 weeks, and I don't have CPS.

chrysoberyl

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Re: Sony Service
« Reply #11 on: November 29, 2017, 10:38:50 AM »
So my experiences do not match yours.  In reality, it's somewhere in between.  Again, most of my purchases/repairs were done within 1-2 weeks, and I don't have CPS.

Thanks for sharing your experiences.  I have to admit that three events are not statistically meaningful.  If the attitudes I encountered had been more friendly and helpful, I would not dread my next repair.  OK, I'm done bitching.
6D, 80D, 5D IV, Zeiss Milvus 100mm Makro, Sigma 180mm/2.8 macro, Canon 100mm macro, Canon 24mm/1.4, Sigma 35/1.4, Tokina 16-28, Canon 1.4X III TC, Canon 2X III TC, Rokinon 14mm 2.4, Sigma 135mm ART.

docsmith

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Re: Sony Service
« Reply #12 on: November 29, 2017, 10:46:11 AM »
Unfortunate to hear about your issues chrysoberyl.

I am much more in the boat with Random Orbits.  Honestly, Canon has some of the better service for any product I work with.  I have had them work on (when I owned them) EFS 15-85, 100-400L, 70-300L, 7D, 24-70 II, and 5DIII.  Great luck, reasonable prices.

I've also had great luck with refurbs including 24-70 II, 16-35 f/4 IS, 70-300 L and now the 5DIV.

Overall, Canon's service is still buying my brand loyalty.

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Re: Sony Service
« Reply #12 on: November 29, 2017, 10:46:11 AM »

ecqns

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Re: Sony Service
« Reply #13 on: November 30, 2017, 08:49:48 AM »
I haven't had to use Sony service for my 2 Sony cameras yet but it seems they use a local NYC repair shop for users in the area. Seems pretty convenient.

bwud

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Re: Sony Service
« Reply #14 on: November 30, 2017, 10:10:52 AM »
Thanks, Dylan.  Are there no other Sony users on this forum, or do they not want to admit that they use Sony as well as Canon?

I’ve only had one Sony camera (a7r ii, which I purchased at launch). In 2.5 (ish) years I’ve had it, I’ve not needed service, so I can’t answer the question.

I’ve managed to rub much of the anti-glare coating off the rear display. Maybe when my A7R iii comes next weekend I’ll send in the ii for cleaning and touch up before putting it in storage.

I presume it matters significantly where you live. As Dylan points out, being close to a service center is advantageous. I drive my canon gear to the service center in Irvine and usually have it back within a few business days, but have heard of it taking weeks for others having similar work done who aren’t located conveniently.
« Last Edit: November 30, 2017, 10:15:43 AM by bwud »

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Re: Sony Service
« Reply #14 on: November 30, 2017, 10:10:52 AM »