Manufacturer Warranties and Protection Plans

[richf7]

Autofocus topped working after five months. Contacted Sony support and was given a repair number. Never received the prepaid shipping label from Sony. Paid $25 labor to fix, but when I got it back three weeks later there was no audio and the touch screen didn't work properly - they obviously didn't inspect the camera before shipping it back. Contacted customer support again and was told to send it back to the repair facility. Very frustrated. I already missed out recording my daughter's wedding and now I won't have the camera for the holidays. I'll contact Best Buy and see if they can connect me with the Sony rep. 

[richf7 · Accepted solution]

In the spring I purchased a Sony HD CRX 150 Handycam from an Atlanta area Best Buy. Unfortunately the autofocus topped working after five months. I contacted Sony technical support and was given a repair number to ship it to their Laredo repair facility.. (I never received the prepaid shipping label Sony promised). I paid $25 labor for the repair but when I got it back three weeks later there was no audio and the touch screen didn't work properly - they obviously didn't inspect the camera before shipping it back. Contacted customer support again and was transferred to Customer Relations, but they told to send it back to the repair facility again and there was nothing else they could do. Very frustrated. I already missed out recording my daughter's wedding and now I won't have the camera for the holidays.

At this point I don't think it's unreasonable for Sony to replace the camera instead of sending it off to be repaired again. It's been used very little. Can someone from BB put me in touch with the Sony rep for Atlanta? Their Customer Relations people can't help me. Thanks in advance.

[richf7]

In the spring I purchased a Sony HD CRX 150 Handycam from an Atlanta area Best Buy. Unfortunately the autofocus topped working after five months. I contacted Sony technical support and was given a repair number to ship it to their Laredo repair facility.. (I never received the prepaid shipping label Sony promised). I paid $25 labor for the repair but when I got it back three weeks later there was no audio and the touch screen didn't work properly - they obviously didn't inspect the camera before shipping it back. Contacted customer support again and was transferred to Customer Relations, but they told to send it back to the repair facility again and there was nothing else they could do. Very frustrated. I already missed out recording my daughter's wedding and now I won't have the camera for the holidays.

At this point I don't think it's unreasonable for Sony to replace the camera instead of sending it off to be repaired again. It's been used very little. Can someone from BB put me in touch with the Sony rep for Atlanta? Their Customer Relations people can't help me. Thanks in advance.

[CrystalWoW Community Veteran]

Please refrain from making multiple threads on the same issue. One of the community connectors should be in contact after the weekend.

[richf7]

Sorry - I was very upset....thank you for your help!

[Ryan-BBY Senior Social Media Specialist]

Hello richf7-

Melissa, from our Community Connector team, will be reaching out to you next week regarding your concern.  Thank you for your patience until she is able to connect with you

[richf7]

Thank you very much for your help, Ryan.

[Melissa-BBY Senior Social Media Specialist]

Hello richf7,

Wedding memories are very precious and I am very sorry to read that you missed recording your daughter’s wedding. It was surprising to read that after receiving your camcorder back from Sony, that it was still not working properly. I too would be very frustrated if I were in a similar situation with the holidays quickly approaching.

Regrettably, I do not have any information regarding the manufacturer representatives in any given area. All we have to provide would be the standard customer service line, 800-222-7669 that it sounds like you’ve already tried.

If you would like however, we should be able to send the camcorder out for service under the manufacturer’s warranty to our service center. In addition, I would like to discuss this further with you and I have sent you a private message to begin that discussion. To check your private messages, first ensure you are logged into our forum, and then click the envelope icon in the upper right corner of this page.

Sincerely,