Not too long ago, I accidentally dropped my Camcorder Sony HDR-TG1 onto a hard floor and it got damage. That damage being a tiny dent into the super strong titanium outer-casing on top of the control button. This caused the control button to pop-out ever-so-slightly and rendering the camera inoperable. I consider this a design flaw especially for an object that costs $900. In the past twenty years, I have dropped other camera or video recording equipment but it never damaged the device so it could not be used.
I knew I needed patient and understanding with Sony or the store where I bought it, because of their new “your problem” attitude. This is more frustration we face today as consumers from the companies we support. Maybe that should be another post.
First I contacted Sony France asking them where would be the best place to have the camcorder repaired. Sony’s answer, “Sony France does not directly repair our products. Maintenance of Sony devices are provided in France by distributors who have chosen to market our products. Indeed, we are not in contact with distributor’s customer services.”
On April 18th, I went to the Store where I purchased my camcorder. The damage HDR-TG1 was going to be sent to who knows where to be be looked by who know who and to price the reparation. A few weeks later, on May 7th, I got a letter from the FNAC telling me that it will cost €195,65 ($278 USD) to have the HDR-TG1 fixed. I accepted the repair quote the same day. Last week during my trip in Boston, I got a text message saying that the Sony camcorder was ready. Yahoo!!
Drum roll please....... So how was their repair service? Frankly, I was angrily disappointed at what I saw. The control and function buttons was replaced but it was popping out from the camcorder, almost exactly how I gave it to them. In addition the top caver of the camcorder was still bent by the chock. They decided not to replace it. Who knows why?
I let the FNAC associate and her boss know that I wasn’t too happy with the work performed. They understood me, after some bantering and they finally agreed to take it back to have it fixed properly. Thanks to Ralph who was with me, because I did not loose my temper and was able to communicate a little calmer than usually. You should always have your personal coach with you when you deal with such a situation. grin!