Dissatisfied with Sony Prime Support

[Michael Mann]

Originally Posted by Pavlos Symeon

Another thing is that I was under the impression that fixed (not removable) lenses do not exhibit backfocus problems.

That's what I've been thinking, too. Can anyone explain (technically) why backfocus problems can happen with not removable lenses as well?

[Brian Drysdale]

Originally Posted by Pavlos Symeon

Another thing is that I was under the impression that fixed (not removable) lenses do not exhibit backfocus problems. My bad.

I guess this would depend on the design of the lens. Most consumer/prosumer lenses are software controlled varifocal zooms, as against the traditional design zooms found on the larger ENG cameras and the JVC HDV cameras. However, there's no reason why one of these traditional designs couldn't be used as a fixed lens, just as they have been used in fixed lens 8mm and some 16mm film cameras.

[Paul Joy]

I've noticed that the focus ring is doing something using motors even though it's in full manual mode. If you put your ear against the camera and focus you can hear some kind of electronically controlled activity as you move the ring.

Is it really physically linked or just a very fast servo assist?

Paul.

[Mathieu Ghekiere]

I also think it's a bit unprofessional of the Sony Prime support to say "We don't know what's wrong with your camera, we don't know how to solve it" ... I mean, they are the company that made the product ...

It would also be reassuring (or not?) to know a guess of a percentage of affected camera's.

[Chris Hurd]

Originally Posted by Mathieu Ghekiere

Sony Prime support... they are the company that made the product

Sorry but that is incorrect. Sony Prime Support did not manufacture the camera. Keep in mind that Sony is a very large corporation with many separate divisions which operate entirely independent from one another. No doubt there is heavy dialog going on right now between SPS and the factory in Atsugi. There is nothing "unprofessional" about that statement, and notice how they are not denying the existence of the problem.

Let's keep it fair and balanced folks... I'm not going to tolerate any more "unprofessional" comments as they do not move this conversation forward in the slightest.

[Sami Sanpakkila]

Sorry to hear about your problem Gerald. I have a problem with my zoom setting at the lowest speed where it doesnt zoom in smoothly. Another user who had this same problem had his EX1 replaced with a working one due to this same issue but mine was not. The whole story is not in this comment but overall it made me feel a bit ackward and uncertain about the prime support as well.

[Steven Thomas]

I actually work for a camera company too. Our parent company is in Japan (as expected ;) )

At times we have issues that can not be addressed at a local level. We clearly state to our customers that we are working with our "corporate company" to come up with a solution.

I can't imagine they said they could not fix it without mentioning this issue is being esculated to their corporate company and are waiting for a response.

Sony is a large company. I'm sure they are working on a solution. I've already read someone had their camera repaired for BF with v1.05_0405 software.

OTOH, I thought I read that this upgrade was not successful for another user.

[Michael Mann]

Originally Posted by Mathieu Ghekiere

It would also be reassuring (or not?) to know a guess of a percentage of affected camera's.

Yes, and that's why I am getting more an more unsure to buy the cam now (what I had planned) or wait. I will call European Prime support in the UK today and politely ask for a guess of the percentage of affected camera's.

[Mathieu Ghekiere]

Hi Michael, I'm also in exactly the same situation. Could you let it know on these boards if they gave you any confirmation? Thanks,

[Michael Mann]

Just asked regular Sony support in Cologne for the phone number of Prime support - they seem to be willing but were unable to find it. Maybe a European EX1-user on this board can help me out with the Prime support phone number? I'll post the results of the inquiry here.

[Nick Wilson]

You could try Sony professional service and support in the UK on +44 1256 828828 or tsg.helpdesk@eu.sony.com

Cheers, Nick

[Michael Mann]

Sony professional service and support in the UK - very cooperative, by the way - gave my the Prime Support number for European customers:

0800 - 182 8334

...

There is no technican available at the moment - I'll try it again in the late afternoon.

...

I finally reached a UK-based Prime support technician and here's what he said:

(1) No guess about percentage of defective EX1 units sold (My guessing from his reaction: a very significant percentage)
(2) With the new firmware upgrade the backfocus problem should (!) be finally eliminated. (I asked if he knows of units which still show backfocus problems even after the upgrade, which he denied.)
(3) Potential buyers should ask whether the new firmware has already been installed since firmware upgrade requires a Sony technician.

Less information than I hoped for, but maybe better than nothing.

All leading to the question:
Are there users out there still having backfocus problems AFTER the firmware upgrade?

[Mathieu Ghekiere]

Hi Michael,

thanks for the information!

[Gerald Loidl]

Today I fixed the backfocus problem for myself, just before I wanted to return my EX1 for another exchange.
I did the FB-adjustment procedure once again - but this time I used 12 backfocus charts side by side (actually 4 columns and 3 rows), which I attached to a white wall of my house.
I did the procedure for each ND - setting separately. Looks like only 1 backfocus chart was not enough to fix my problem. The camera was 3m away from the charts - aperture of course wide open.

Maybe this trick will work for others as well.
The sad thing is that Sony could not fix it in 3 repair attempts.
I hope it will stay like this now.

My camera has the new FW 1.05.

Maybe this technique will help others as well.

regards,
Gerald

[Michael Mann]

Gratulations, good to hear, Gerald!
When did you buy your cam and what is your serial No.?
Thanks in advance.