Terrible Sony customer service - they make buying lenses really hard

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Martynnz

74 posts

Master Geek

#1772919 30-Apr-2017 17:03

I am in the same pickle as well. Ordered the a6000 to replace my original a100. Got the 18-200 as a travel zoom and the 35mm prime.
Was initially told that both lens were on back order. Luckily the zoom came in. I'm travelling soon and would really like the prime to play with. The eta from my shop is mid may.
It's really unfathomable why it should take so long for them to ship a box of lens. I can't imagine they ship them in a sea container.

rb99

3422 posts

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Lifetime subscriber

#1772983 30-Apr-2017 18:59

Sounds pretty similar to the process of getting my a6000 maybe 18 months ago. Ironically I'd considered going Pentax but got the impression they weren't that interested in NZ so went for Sony instead.......

“The modern conservative is engaged in one of man's oldest exercises in moral philosophy; that is, the search for a superior moral justification for selfishness.” -John Kenneth Galbraith

rb99

dejadeadnz

2394 posts

Uber Geek
Inactive user

#1773056 30-Apr-2017 20:28

Martynnz: I am in the same pickle as well. Ordered the a6000 to replace my original a100. Got the 18-200 as a travel zoom and the 35mm prime.
Was initially told that both lens were on back order. Luckily the zoom came in. I'm travelling soon and would really like the prime to play with. The eta from my shop is mid may.
It's really unfathomable why it should take so long for them to ship a box of lens. I can't imagine they ship them in a sea container.

Can I heartily suggest that you give Sony a fair serve on their Facebook page (as I have)? To me, the fact that there is someone else wanting the exact combo of lenses and going through far too much trouble as well suggests that Sony needs to get a grip on reality. These two lenses (along with the 50mm 1.8 prime and 10-18 2.8 I think) would pretty much be top of mind for anyone with a crop sensor looking for Sony branded lenses to buy.

Martynnz

74 posts

Master Geek

#1773974 2-May-2017 06:59

Looking around overseas esp Japan where I am off to soon (reason for camera upgrade) there seems to be a shortage of lens. The sony Japan store is back ordered with expected delivery middle of May. There may be more to it than shipping, but it is always nice to be told that. Evidently sony's camera division has gone gangbusters esp since beginning of year.

Jaxson

8041 posts

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#1774164 2-May-2017 11:46

Martynnz:

There may be more to it than shipping, but it is always nice to be told that.

Too often retailers think it's ok to just make up some excuse, thinking it's just better to tell the customer something..

It really is acceptable to say you don't know, but you will find out.

richms

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#1774218 2-May-2017 12:36

I never got any sensible answer from sony about why the exact same model camcorder is crippled in NZ but will do the full 60 FPS if bought in the US. Doesnt even have analog outputs so their "pal region" BS is wearing a little thin when it comes to selling 16% worse gear at a 80% markup.

Richard rich.ms

Bung

6477 posts

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#1774264 2-May-2017 13:34

Martynnz:

Looking around overseas esp Japan where I am off to soon (reason for camera upgrade) there seems to be a shortage of lens. The sony Japan store is back ordered with expected delivery middle of May. There may be more to it than shipping, but it is always nice to be told that. Evidently sony's camera division has gone gangbusters esp since beginning of year.

A quick look at a US site showed someone worried that the Sony lens he wanted wasn't available as he wanted it before their summer. I'd bet that a store the size of B&H would be well in front of NZ/AU getting back orders filled.

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dejadeadnz

2394 posts

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Inactive user

#1775196 3-May-2017 21:56

You can't make this stuff up, here's an update.

My 18 to 105 lens have arrived at Photogear. This may/may not have had something to do with my complaint. To the credit of the Sylvia Park store, they have managed to find a demo of the 35mm lens to lend me for a couple of weeks to cover a series of events during which I'd like to use that lens. But despite trying their best, they can't get an ETA on my own order for me. So I had posted a couple of posts and sent PMs to Sony NZ on Facebook, asking for people at the head office in NZ to contact me, as their retail staff genuinely appears to be unable to help further. Despite making my requests abundantly clear, they fobbed me off yesterday with a PM saying that they understand Sylvia Park had contacted me (they had but that's not my point) and today they gave the following as a reply:

"Nonetheless - As we are not in a position to comment on your particular case (as we don't have all the details from these conversations), you would be best to continue liaising with the store to ensure nothing is overlooked or lost in translation.

Ultimately, if you feel the ongoing delays are beyond reasonable, you are within your rights to get a full refund which you may want to consider to reduce your anguish."

Translation: "Go F yourself". Yep, they essentially told me to just take a hike if I don't want to wait.

Geektastic

17942 posts

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#1776464 5-May-2017 17:55

Trust me, this is not just a Sony issue. Professional colleagues of mine who shoot Canon are often complaining about Canon Professional Services repair times and things. Nikon had to send a team from Japan a year or two ago to renegotiate the supply contact for their NZ distributor who threatened to drop the agency if they didn't. I've seen SD cards here selling at three or four times US prices. Etc

Photography is not well served here all round.

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