Sony Support - HA!

Having spent some $3,000.00 on a new 8 Megapixel Sony Digital Camera and accessories, I thought I would pass on to my readers my experience.

I ordered the camera and some $2,000.00 worth of accessories nearly all at the same time. Some of the accessories were ordered from different web sites that had cheaper prices, like a battery and a telephoto lenses, but all came with a 30 day money back policy. 

The accessories arrived first. Then three weeks later, the camera was to be shipped, but my credit card company had a red flag go up (because of all the little purchases and then this big one) and they stopped the transaction and notified me to contact the fraud department. I did, and they okayed the purchase. So I contacted Sony and told them the problem and reordered the camera. Sony sales told me that I could not get the camera right away, and that I would have to be put in a queue again, that it might take up to three more months to get the camera. I asked to be transferred to Customer Service. 

I explained my situation, and they couldn't help me get the camera any sooner. Then I asked about the return policy. They said they would honor their 30 day return policy. I pointed out to them that the accessories arrived already and that in two weeks, my 30 days were up, and the camera would still not have arrived. The customer support person assured me that if I was not satisfied with the camera in 30 days, they would take it all back.

Well, I waited 20 more days and cancelled my order because I found a place online selling the camera and shipping it immediately.

When I got it I was very impressed by the features. I played with it and played with it.

But I noticed the pictures were grainy. I assumed that I was doing something wrong. So I changed the settings. Then some pictures turned out pretty clear. It wasn't until I went to a candlelit night at a local arboretum to take some low light photos that I realized there was something very wrong with this camera. 

Here is an example of one of the pictures (cropped to 800 X 600 pixels):

Here is an example of a picture taken with my obsolete camera (cropped to 800 X 600 pixels):

If you click to enlarge them, you will see a great difference; one that cannot be explained by the difference in price.

I contacted Sony Support and sent them links to these pictures. They assured me they'd get back to me right away. I waited two weeks, and nothing. By this time, I had just one week left in my 30 days guaranteeing my satisfaction, so I got on the phone. 

This time I was told that I could NOT return the accessories, because I did not buy the camera from Sony. I told them that I was guaranteed that if I was not satisfied with the camera that I could return the accessories. I was told that my 30 days had expired on the accessories and that she was very sorry, but that was their policy.

So I then called Sony Support and asked them about the grainyness. Apparently, they knew nothing (ha!) Long story short, they told me to return the camera FOR REPAIR.

Well, I've since learned that the chip used in this and all other 8 MP cameras is the same damn chip. All of the new ones have this grainy output. They know it, the camera world knows it. I could have sent the camera back right then and there, but I was out 2 grand for the accessories. I tried to sell it on eBay for a 1500 dollar loss (as opposed to a 2 grand loss) and did not get a single bid. 

I contacted the Better Business Bureau and found out that they have one entire office in Florida dedicated to Sony complaints. 

I filed a complaint, got back a standard letter telling me that policy is policy.

I filed a follow-up complaint and got back another standard letter saying they were sorry that I was not satisfied with their product, but policy is policy.

So, now I am telling all my readers about this substandard camera and substandard service from this substandard giant corporation. Personally, I will never buy another Sony product. That is, unless they come out with a hardware upgrade for this camera. Then we'll talk. 

But until then, Buyer Beware. I will take pictures with this camera, but I'm going to be looking for another one. Let's face it, a good photographer deserves a good camera. 

Yes, some of the pictures taken with this camera look sharp, but as someone with an eye for details, I can see the grainy qualities in my photos and it disturbs me. I can always print them smaller avoiding the grainy appearance, but one purchases an 8MP camera for the 8MP.

David