topic Re: Small dust spec in SEL50F18 NEX lens in Alpha & NEX interchangeable lens cameras

Small dust spec in SEL50F18 NEX lens

amit_jain_14 — Wed, 27 Jun 2012 16:20:35 GMT

hello all,

finally managed to get my hands on the nex 50mm 1.8 for my nex 5. All is good except there is a small dust spec behind the front element.

I can live with it i guess but woul prefer if sony would replace the lens. Tried calling them on their support no. in my 15 min break at work and got through a guy who told me that the lens would need to be repaired. I asked how would he feel if had a new lens and if he was told to send it for repair on the first day. he then put me hold to speak to sales to confirm my order. after 10 mins i gave up and have to go back to work.

as soon as i went back at work, i had a missed call on both my mobile phones which i couldnt answer but no one bother to leave a voicemail. so not impressed with customer services but surely i should be able to return within distance selling regulations and order another one. i was just hoping sony would be more logical with it and just send me a replacement but its the same old call centre story with big companies.

any suggestions peeps?

Message was edited by: amit_jain_14

Re: Small dust spec in SEL50F18 NEX lens

amit_jain_14 — Wed, 27 Jun 2012 16:45:53 GMT

called again on my lunch and this time the guy didnt even bother to take any of my details and just told me to call the sales team and that they will arrange a replacement. i requested to be transfered and apparently they cant do that

so called again to sales and i have been told i will get an email tomorrow arranging the collection on friday and once rcvd back they will send me the replacement.

i have my doubts of this happening and am so tempted just to return and re order but then i will be paying the return costs which i should not!

why cant the companies keep things simple??

Re: Small dust spec in SEL50F18 NEX lens

amit_jain_14 — Thu, 28 Jun 2012 14:45:10 GMT

waited for the rma no. and called again today only to be told that the person did not completed the details properly and that he will do it now and hopefully will get the rma and collections details soon

come on sony, you can do better than this!

Re: Small dust spec in SEL50F18 NEX lens

blaireau_photo — Fri, 29 Jun 2012 18:26:31 GMT

Hello amit_iain_14

I have noticed that this forum thread has been escalated to customer services at Sony and so they will now be aware of your comments here. I hope you have some good news on Monday.

Thanks,

Simon

Re: Small dust spec in SEL50F18 NEX lens

blaireau_photo — Sat, 30 Jun 2012 16:27:16 GMT

Hello again.

As a Photography Superuser, I can see that your post has been highlighted for further attention. Other than that, the precise details are not available to me.

Like you say, see what happens on Monday. Anything that you have added to this thread since your original message will also be visible to customer service.

Thanks,

Simon

Re: Small dust spec in SEL50F18 NEX lens

amit_jain_14 — Mon, 02 Jul 2012 10:14:56 GMT

Its Monday and no emails from courier but I am still hoping someone will come and pick it up. Last email from Jonathan, Customer services Manager, confirmed the collection on 2nd July, so even though I am tempted to call and confirm but I will take their word for it this time and wait.

Small dust spec in SEL50F18 NEX lens

amit_jain_14 — Mon, 02 Jul 2012 15:10:03 GMT

Got a callback later in the evening from a manager saying that the collection cannot be done tomorrow and now I will have to wait till Monday!

He was more helpful but the whole situation is a mess. Cause people can't do the job properly, I am now out of my pocket for all these call from my mobile phone.

No reply on this thread either. Last time I had a similar problem I had to email the then CEO of Sony and had a reply from him and he handed my case to his MD Escalation Officer and he sorted everything out personally.

I don't want to go through that route again cause its not their job and the people paid on the phones should get it right the first time.

And by the way another shortcoming from Sony Logistics system as admitted by one of the guys on the phones is that when you order something and you put down the complete address, the courier system only picks the first line of your address as I mentioned Basement Flat twice in my address. One in the Second Line and once in the Instructions and still the parcel never had the Basement Flat mentioned. Its good that it was delivered to my Landlord upstairs but surely this should not be acceptable but apparently no one cares.

I will wait till Monday and any more problems, I think I might have to email again. (sigh...)

Message was edited by: -Cass-

Edited the post to protect the privacy of Sony staff

Small dust spec in SEL50F18 NEX lens

amit_jain_14 — Mon, 02 Jul 2012 15:13:17 GMT

Hi Simon,

Thanks for that information. Can you let me know how do you check if it has been escalated to cust srvcs?

Anyway, its Friday and I haven't had any emails from courier that it will be picked up on Monday. I am hoping I get some correspondence on Monday morning to confirm the collection.

Also if anyone from Sony is reading this, I would like some feedback on the courier label glitch where its not placing the second line of you address on the parcel label or the instructions field. Lucky I put Basement Flat in the second line (for some reason I had some intution that something will go wrong, call it divine!) as ususally Basement Flat is my first line. If I had done that the parcel would have gone nowhere!!

I would email about this anyway as management needs to know about it. Its a small thing but I am sure will make Sony's life a bit easier, think of amount of calls from angry customers missing their parcels cause of incomplete address.

Anyway, I have now lost nearly £10 on the phone calls already in the whole ordeal and didn't want to call anymore and loose more money on being put on hold. God forbid if I had a more complex case rather than a simple replacement. I will wait till Monday and see what happens.....

Message was edited by: amit_jain_14

Message was edited by: -Cass-

Edited post to protect Sony staff privacy

Small dust spec in SEL50F18 NEX lens

amit_jain_14 — Mon, 02 Jul 2012 15:22:16 GMT

No Courier yet and got another email from from Customer information Center asking for order no. I have best explained the proceedings and that I am waiting for the replacement and the old one to be picked up.

Message was edited by: -Cass-

Edited post to protect the privacy of Sony staff

Re: Small dust spec in SEL50F18 NEX lens

-Cass- — Mon, 02 Jul 2012 15:55:51 GMT

Hey amit_jan_14

Have you heard from customer services yet? Or the courier? If you haven't the best option is to contact customer services directly on 08705 111 999, they'll be able to update you on your order.

Hope you receive your order soon.

Regards,

Cass

Forum moderator

Re: Small dust spec in SEL50F18 NEX lens

amit_jain_14 — Mon, 02 Jul 2012 16:51:31 GMT

Hi Cass,

No I am still waiting for the courier. If you had read my remarks completely you would have noticed that I am trying to avoid calling the expensive no. again as this is something that should ve been sorted in one call.

Thanks for the effort of removing everyone's name from my posts though not much of help to me.

Thanks.

Re: Small dust spec in SEL50F18 NEX lens

amit_jain_14 — Mon, 02 Jul 2012 19:18:23 GMT

Just checked with my housemate, not courier arrived or missed collection cards. Will call the customer services again tomorrow morning.

Getting a bit tired of this now.

Re: Small dust spec in SEL50F18 NEX lens

amit_jain_14 — Mon, 02 Jul 2012 22:19:18 GMT

Great. Further update, the lens has now gone back out of stock. Hopefully my replacement order is still being reserved. Please Please Sony help!!!!

Small dust spec in SEL50F18 NEX lens

amit_jain_14 — Tue, 03 Jul 2012 08:59:53 GMT

Called again, and told by a guy that City Link never booked the courier and they never arranged it for Monday. When asked why the reply was "They are not responding to our emails!"

Great service Sony. He then went on to assure me that he can gurantee the collection for tomorrow. I asked him how can he gurantee when I had the gurantee for Friday and then for Monday by a manager and that has still not happened! And his polite reply was "I cannot change the past, can I?"

I told him surely he can understand my doubts and rather than being rude and blunt be more emphathetic to which he replied "Emphathy won't get you anything". Also he refused to send me any email to confirm the conversation and said the delivery support will do this once the courier has been arranged. This is turning out great work here Sony. A simple replacement and seems to be such a big task. I am begining to think why I even bothered. Needless to say this is the last purchase ever from Sony website. I have got no high hopes for buying Sony products from somewhere else in the future either.

I have requested to speak to the manager. He did recognized the name as he is in the same office and he will be in at 10:45. I will wait till 11:30 and callback to speak to him if I don't hear anything back.

Message was edited by: amit_jain_14

Small dust spec in SEL50F18 NEX lens

amit_jain_14 — Tue, 03 Jul 2012 10:53:25 GMT

No Callback as expected, I have callled again to speak the before mentioned Customer Services Manager. Put on hold again and advised that he is busy and can callback before 2pm.

So another wait till 2pm now.....

Meanwhile I have now also emailed the above mentioned MD Escalation Officer as I believe I have tried enough to get this resolved without bothering him and they should know how hard it is to get a simple replacement sorted within their system.

My original order no. if anyone is kind enough to look into the matter is 302371678

Message was edited by: amit_jain_14

Small dust spec in SEL50F18 NEX lens

amit_jain_14 — Tue, 03 Jul 2012 12:35:08 GMT

Another email from Customer Service Information saying that a Sales Manager will callback before 2pm. Its 1:30 and still no call from Customer Services Manager or from the Sales Manager. So I am supposed to wait for these calls before I can get on with my life and do some work. umm...

Message was edited by: amit_jain_14

Small dust spec in SEL50F18 NEX lens

amit_jain_14 — Tue, 03 Jul 2012 12:55:46 GMT

Got the call just when I was heading to shower, missed the call and now calling back again and on hold for than 10mins waiting for someone to answer.

Ok so I spoke to someone and yet again am waiting for a callback in the next 10 -15 mins. So the shower, getting ready for work, breakfast can stay on hold......

Message was edited by: amit_jain_14

Re: Small dust spec in SEL50F18 NEX lens

amit_jain_14 — Tue, 03 Jul 2012 13:41:22 GMT

Got the call from Customer Services Manager again, and now waiting for an email for the collection confirmation for tomorrow. And he has offered a refund for calls and also to chase up once the replacement has been dispatched. And to see if it can be replaced any sooner (before collection)

Don't know what is going to happen next though. Fingers crossed.

Re: Small dust spec in SEL50F18 NEX lens

amit_jain_14 — Tue, 03 Jul 2012 21:43:01 GMT

Had a call from the Manager again saying that courier is still not confirmed, I have now requested so that I can post the Lens back myself tomorrow and send him the tracking details and he will refund me for the postage and calls cost and hopefully get the replacement sent out.

Re: Small dust spec in SEL50F18 NEX lens

amit_jain_14 — Fri, 06 Jul 2012 00:14:40 GMT

I have now posted the lens myself using Special Delivery and am waiting for the replacement order which was put on hold for me (fingers crossed) to be dispatched.