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SONY Cameras :Error message E:62:10Stabilizer operation |
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(In French | In English | In Dutch) |
   | Today 16/11/2019 |
Summary
Description of the problem E:62:10
Many users encounter the following problem with their SONY camera, and the symptoms are always the same:
- The device runs smoothly for 2.5 or 3 years of use (knowing that the legal warranty period is two years - although the manufacturer's warranty generally mentioned by SONY's services is according to them, only of one or two years according to the data of purchase and the country)
BE/FR BE/NL DE FR IT NL SP UK US
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Here is a photo taken in focal length 1200mm when the phenomenon occurs (click here or on the picture to view in full resolution) |
Here is a video taken in focal length 1200mm when the phenomenon occurs |
Removing the battery does not solve the problem.
Likewise, re-initializing the device via the " reset" menu provides no solution.
Installing the latest available firmware via the SONY support site (here in french, here in English) provides no solution.
Generalization of the problem E:62:10
A simple search for the error message on the Internet (google E:62:10 or Google Video or Bing Video or YouTube) shows quickly that this is a recurring problem that (very) many users are faced with, and that with several models of SONY cameras.
The forums are filled with similar messages in all languages, with endless lists of answers from desperate users who all share the same problem.
Here is a table with some examples:
How many people have the same problem E:62:10 ?
The list reproduced above contains more than 736 forums !!, each forum lists dozens of users with the same problem.
Even considering only the same model DSC-HX400V as I have, I could quickly find more than 356 users sharing the same problem :
53poisson , A. , A.H.B. , A.Kuphal , Acat1234 , Adam J Jones , Adi27a , adiebear , Adolfo Bautista , Aga , Aga , agus2 , Aisse Gaertner , AJAV , Al Alvera , Aldo Britez , Alex Térieur , Allison Werner , amangen , Amazon customer , Amazon Customer , Amazon Kunde , Ambos , AMLT , AMLT , amlt85 , amtaham , An , Andrea , AndreaM68 , Anja , Anke Meyer , annemarie.adv , Annie E.Smit-Nauta , anonym , anonym , anonym 02 10 2016 , anonym 03 09 2016 , anonym 03 09 2016 , anonym 05 09 2017 , anonym 05 09 2017 , anonym 06 09 2017 , anonym 08 12 2016 , anonym 08 12 2016 , anonym 10 08 2015 , anonym 10 08 2015 , anonym 10 08 2015 , anonym 10 08 2015 , anonym 10 10 2018 , anonym 11 10 2016 , anonym 12 02 2018 , anonym 13 08 2018 , anonym 17 07 2016 , anonym 17 07 2016 , anonym 17 07 2016 , anonym 17 07 2017 , anonym 17 08 2017 , anonym 21 07 2018 , anonym 22 11 2017 , anonym 22 11 2017 , anonym 25 10 2015 , anonym 25 10 2015 , anonym 26 03 2018 , anonym 26 03 2018 , anonym 28 07 2018 , anonym 30 07 2017 , anonym 30 07 2017 , anonym 30 10 2017 , Anton Hünseler , Anton Oechslin , appolonie , Aragones1946 , Arie , Arnon Panram , auroco , avikn , ayhanca , Babka Ola , Bane , Bartos Lorant , BBG , BERNADETTE-M , Bernd Beuster , Bilbo , bobi , bod , bod , bonita03 , Bruce , Bruce W , bschreck , c.baart , Carlos Nepomuceno , Carolina G , Chickenhawk55 , Chris2974 , Christian , christine2017 , Claude Diomede , CORVANBOMMEL , crefa01 , Crown head , DamesHoedje , Datyur Natyur , David , debfarme , dedesab07 , Dee Dee 1964 , Degoe181 , Delphine , Delyan , den Duit , destockagepccomsarl2015 , DFERNANDES , dgrinbergs , Dick , Didier M , Didier W , Dinu C , Dirty Dora , Dodge_Rock , Dominique F , Doodek , doublem , Duikeend , DutchFlyingMike , Ela , Elaxa , Emanuele , enzian1968 , Espana , F Hölzel , Fatmir , Fellipe Queiroz , Forgesia , Fotomaschine , fragon95 , Francielle , FRANCISCO RODRIGO AIRES , frankywood , Fredox40 , Freek1951 , Frieke113 , Gameplay , geertsmit , gefrustreerde gebruiker , GIBBSUK , Gipfelstürmer , Giuseppe , GK , gleumi , gojanwisse , gozoman , Guido , Hans , Hans , harkelinfan , HB , Heinz Brausmann , Heisch , heisess , Herr , hj444 , hmtrip83 , hmtrip83 , Homan47 , Hr. Wengatz , Hussnain Naqvi , Hx400V , Iaspes , Ivor3648 , J , Jacques , jajaro50 , jan.witteveen , Jane Groff , Janny78 , Jay Elias , jazine84 , jegaral , jerzim71 , Jim , JM , Joe , Joe Mirza , John Lennryd , José , Jose2712 , josotos64 , JPC06 , Julius , JZteEM , Karin , Karine P , Karl T , Karma Wangda , Kater , katiescameras , KeithLa , KG , kokokoko65 , Kraig , Laurent DECERLE , Lens error , Leonore , Leos Russ , Limdoc , Linda , Linda52 , LisaGV , Lomy12 , LostAndFound , Louie , Luus1960 , Mapke005 , Marc , Marc , Marcel , Marcel974 , MarcosV6 , Marie , Marie-Geneviève JACOB , Mario133502 , Mariusz , MarkDiax , Marko Rösler , Markus , Mart , Mart , Maurice S. , Mauricio , mch53 , mellopoli , Méphisto69 , Merlin vit , metaluna2013 , MF te A , miagu5 , Microscopus , Miguel Geldres , Mikis25 , miko55 , milan , Milan , mirabelle2000 , Mirek , MMartenco , Moesman49 , Monique Barroire , Moomes , Murielle Neuhaus , MyDC , Natisone , NCsonyCamera , neufal54 , Neufeld , Nikhil Nevrekar , Nilda , null , Oleg , Oliv , oobxk91255 , oscar j Rocha Gonzalez , Ovki , Oz , palastiner , Pascal de l'Essonne , Paul V , Paul Van Dyck , peronneau , Personne privée , Phil33 , philmont07 , philmont505 , philmont606 , phimicho0 , pierluigi , Pieto69 , pieto77 , plutoup , Popie , poussiere666 , PS , Quintus , qweebbeltje , R Olivier , Registrovaný uživatel , remaja-123 , Renata Rocha , ribogo , Richard Galbraith , Rijkje , Riko Fesser , Robert , RobinBongiovi , Roland Kuner , Roman , rowi49 , Rowi49 , Royvanpoppelen , Ruud M , Ryan A.Bingham , Ryan A.Bingham , Salomon13 , sandra sijm , sandrine85320 , sara3126 , Sardaukar , Seajeei , sean , seyjo , Shbfam , Snehal Sinha , snej36236 , SonyGGuy , Sophie , sorietje , Soultz , Stefan , Stefluni56 , Štepán , Stephen McDonald , Steuman , Steuman , Steve Coffman , Sydney66 , Sylv18foto! , T Schmidt , Tante Lotte , TEUTEU , thhuem , Thiago , thomas , Thomas Malz , Thorsten , TomOne , tomrandall86 , tomstam , Toniderrama , tradeoff , Treillny , Tutor40 , twistertoys , TWK , Udo , unclebill6 , Vanessa , VAV , vincentdet2013 , visis.cameras , Vk , Walter René , Wilhelmina63 , Willemien , wrs33 , YemHere is on Amazon the testimony of a company that bought a dozen devices simultaneously and more than half of which revealed the error E:62:10 !!! (60% failure !)
" Is this camera prone to E:62:10 stabilizer failures? Our company purchased over a dozen HX300 cameras and over half developed this error. "
" Both my HX200 and HX400 have had precisely this problem/error message, and if you Google "E:62:10" you will see that many consumers report this issue with a wide range of Sony digital cameras. The stabilization function ceases to work, the camera lens grinds and shakes on startup, the image in the viewfinder takes several seconds to appear (hugely frustrating) and shakes and trembles when it does. In addition, in both the HX200 and HX400, shadowing suddenly appeared at the top left and right of some images, especially (but not exclusively) those taken with a blue-sky backdrop, and some blurring was evident in the same corners of images. I am currently overseas, but my HX400 is still under warranty (unlike the HX200, which I had to throw out), and as soon as I return home it will be going into the shop for repair/replacement. The fact that you have developed this problem with over half of a given batch, and the fact that it has been reported in a wide range of other Sony cameras, suggests a major manufacturing flaw that has existed for years, and which Sony shamefully has failed to address. "Here is on Amazon the testimony of a company that bought more than 50 camera's and more than 70% revealed the error E:62:10 !!! (70% failure !)
" My company is going through so many of these cameras like crazy. We can't seem to keep one longer than 6 months. Even as a manager, mine sees little use, rarely uses zoom, and not even half a year later, the stabilizer fails. Once this happens, forget taking video, and you better have a tripod for the photos. The slightest nudge makes the lens shake like crazy. I suppose if you rarely use it, go for it. Otherwise, get something else. It wasn't just one camera, it's over 70% of our 50 plus cameras."
" Sony Support USA (4 years ago) : Hi J. Smith, Thanks for sharing this information and experience with us. We'll pass this to the right department for future product developments."
Here is the testimony of a user who bought 2 HX300 and 1 HX400V, all with the error E:62:10 ... and with confirmation from Sony that the stabilizer is the same (100% failure !).
" Do NOT buy this camera or any cybershot with the same stabilizer. I use my cameras daily for work as an insurance inspector. I owned 2 HX300's. They BOTH within 4 months of buy them began displaying an error message (E:62:10) which is a stabilizer error that causes the camera to not focus properly and eventually not function at all. Both cameras have been sent in for repair 2 times each to repair this same defect. One upon being sent in for repair I was told it can not be repaired so I was sent a new HX400. The 300 is now showing the error message for the 3rd time and are out of warranty so Sony will not do anything to fix it. The new 400 is also showing the same message and Sony stated that even though it is a new camera it is only covered by the warranty of the initial HX300 that I bought. After repair Sony gives 90 days for a short warrant of the repair. Well both of my cameras displayed the error again within that time frame and I contacted support upon which I was told I would be contacted within 2 business days regarding the issue. No contact for 2 weeks. I call again, again they "escalated" the problem no contact for a month. I call again and again all they can do is "escalate" the problem. Well needless to say it is now outside the 90 day mark and Sony sends me an email response that the cameras are out of warranty and it is my problem to get them fixed. I could understand and accept this result if this were not a singular persisting problem with the cameras, but it's an obvious defect in quality with the products. You will likely NEVER see a Sony in my hands again. Oh and I asked support it this same stabilizer is in all of Sony's cameras and they said, "yes, all Sony cameras run the same stabilizer". Hope you have better luck then I did. "
Here is the testimony of a user who bought 2 HX300 and 1 HX400V, all again with the error E:62:10 (100% failure !).
" Hi, this is already my 3rd Sony camera (2x HX 300 and now HX 400v) all after more than 2yrs the same malfunction, reported to Sony, they have proposed a courtesy scheme, repair at Techrepair, I had to pay € 250, so I finally agreed to leave my device there for spare parts, otherwise I also had to pay € 85 research costs, and that for a defective camera, outrageous that Sony does not recognize this. "
Here a user who has bought 3 HX400V...all three dead (100% failure).
" My third DSC-HX400 is dead [error E62-10] "
Here a user who had the error E:62:10 3 times despite repair !
" I was just checking to see how many others have had the E 62:10 Lens Stabilizer Issue. My first HX300 had that failure in under two years of use and glad I had the MACK 3 year warranty but was not sure if it would be covered or not. The camera was sent over to Sony after MACK checked it out and they ended up sending me a refurbished one with a 90 day warranty. I was able to my surprise able to buy another MACK 3 year warranty on the replacement. Then 7/4/16 the E 62:10 issue showed up again and just sent off to MACK today so will see what happens this time. So the warranty's and shipping to repair/replace adding up..... but don't look forward to having another if the same issue is going to happen after a year or two. (...) UPDATE 9/11/17 Just had the same lens error E62:10 for the 3rd time and will be mailing back into MACK Camera Warranty Update 9/29/17 - Camera back from repairs but see after around 40 - 43X when zooming , it blurs out , auto or manual and any setting............"
Here a user who bought 2 HX400V...both with the same dreaded error code (100% failure !).
" After +/- 3 years my two DSCHX400V devices all have the error code 62:10. "
Here another user who bought 2 HX400V...both with the same dreaded error code (100% failure !).
"I have a SONY DSC-H400. For some time now, it has been displaying a 62: 10 problem code. Apparently, it's a stabilizer problem. But, my daughter who had the same device, told me that she had the same concern and that it was impossible to repair. "
Here another user who bought 2 HX400V...both with the same dreaded error code (100% failure !).
" They both now flash an error message "E:62:10" on the screen. Based on my telephoto pictures, I think it means that the autofocus or auto tracking isn't working. Error code came up only 5 months after purchase, but too late to return as defective. $150 to fix. "
Here another user who bought 2 HX400V...both with the same dreaded error code (100% failure !).
" Same problem for me. I had 2 Sony camera’s. The previous one had the same error after 2 years. The new one has this problem already within 2 years. "
Here another user who bought 1 HX300 and 1 HX400V...both with the same dreaded error code (100% failure !).
" In 2013 I bought a SONY DSC-HX 300 camera. I was delighted with it and its possibilities. Three years later the error E: 60: 10 popped up. The camera continued to take pictures but it turned on with a delay and there were strong vibrations as I tried to zoom in closer. As it met all my expectations, in 2016 I bought another SONY DSC-HX 400V. A week ago, while taking photos, I got the same error E: 60: 10. I found a video on the internet to remove the battery for a second with the lens fully extended. - unfortunately does not help. I did a camera settings reset - it didn't help either. On the internet, I found a discussion of people who are struggling with the same problem. Apparently it is known to SONY company ailment of these cameras !!! "
Here a Sony repairer has identified a manufacturing defect but it is not recognized by Sony.
" My Sony repairman has found that there is a manufacturing error in the image stabilization of these lenses and cameras, has contacted Sony about this but they do not want to admit this. Understandably there are probably thousands sold, and if you are just about the guarantee, then you have to pay yourself, they say. This camera is ridiculous, it should certainly not break down within three years, Sony shame on you and my advice place it on Twitter and Facebook within Europe and let everyone share this. "
The problem is so well known that several companies have developed a service catalog specific for this business on the Internet !
- EuroCori
- Digitech
- Ebay
- Ebay
- Ebay
- FotoSerwis : HX300, HX350, HX400
- PicClick : HX300, HX400
- VideoOne Repair : HXR-NX5U, HDR-AX2000, HDR-FX1000
- TamirTypically, camera users with this kind of problem will not systematically turn to forums to protest. Most will not visit the Internet, or will not even realize that they are not the only ones to experience the same problem. In terms of marketing, some sites explain that only 4% of users will actually complain: https://www.trackur.com/96-of-unhappy-customers-wont-complain-to-you-but-will-tell-15-friends-infographic
A thousand consumers who complain can therefore represent up to several tens of thousands of consumers who have the same problem.
As shown in the table, the few YouTube videos listed above were viewed by more than 58,800 people in total.We can also get an indication of the interested people by considering the people having read those topics on the different SONY communities (click on the images to get to the corresponding forum thread) :
As shown in the table, the few SONY forum discussions listed below were viewed by more than 213,000 people in total.
SONY DE SONY BEFR SONY BEFR SONY HU SONY HU SONY IT SONY IT SONY IT SONY LT SONY LU SONY LU SONY BENL SONY NL SONY PL SONY PL SONY RU SONY PT Total
Is E:62:10 a recurring problem ?
All models of cameras may suffer from punctual and / or isolated problems. In a normal situation, each user would normally experience different types of errors depending on their own situation, and statistically each type of error should therefore be in a more or less uniform distribution.
The list of possible errors is available here: about fifteen codes. As explained here by amangen, each of them should therefore present themselves in more or less 7% of cases, like this :
In reality, here is the distribution of cases that can be observed on the Internet:
The other error cases represent each an average of 3% of the reported cases, while the E:62:10 error alone accounts for almost 60% of the cases, which is almost 20 times the average frequency of the other codes. As stated here, this finding irrevocably establishes the existence of a hidden structural problem on these SONY cameras.
As indicated here, the case of the company on Amazon quoted above is particularly interesting, because it represents statistically a sample : if we consider mathematically that, considering the number of similar devices produced by Sony, the choice of two successive devices is uncorrelated, if the probability of having a faulty device is p, the probability of successively having two faulty devices in the same sample will be p², and the probability of having successively n faulty devices in the same sample will be pn. Let's first consider that the failure rate is 5% = 0.05 (which is 1 faulty device on 20), then the probability that this company had to get 7 defective devices is (0.05)7 = 0.00000000078125 is 1 chance out of 1,280,000,000 ...! not really credible ! The actual failure rate is therefore significantly higher. Conversely, assuming that they had a 1 in 2 chance of falling on such a defect rate, then this means that the failure rate is (0.5)1/7 = 0.90572 which is more than 90%. For 1 chance out of 4, this still represents (0.25)1/7 = 0.82033, which is more than 82%.The corresponding probability curves clearly demonstrate this:
The number of cases presented above (see "How many people have the same problem?") with exactly the same symptoms clearly demonstrates thus a recurring problem and a defect rate when purchasing such a camera that is most likely between 80% and 90%.
When SONY support services are asked if they have conflicting arguments or an alternative mathematical model or possibly detailed fault tests to correct or confirm the above failure rate, the answer is that they are not able to answer: the message posted here by amangen confirms the applicability of the statistical model proposed above as well as the aforementioned failure rate between 80% and more than 90%.
In addition, here is the evolution of the number of cases reported amongst others on SONY community sites during the last 4 years:
This also shows that SONY has been made aware of this problem since at least 5 years.
Which models have the E:62:10 problem ?
As shown in the table above, many models of SONY cameras exhibit the same symptoms.
Some models, however, seem more affected by the presence of the same stabilization components:
(Temporary) solution of the problem E:62:10
The procedure documented below provides a temporary solution to the problem (click here to view in full resolution) :
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The camera automatically enters the zoom, but the message is no longer displayed ... and the stabilizer works perfectly !! even at maximum zoom!
Unfortunately, this solution is temporary because this procedure must be repeated each time the camera is turned on. It is still possible to use the device, but needless to say that performing this procedure, even if it only takes 20 seconds, completely eliminates the ability to take pictures quickly when the camera is turned off. (pictures of animals, children, etc.)
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Here is a photo taken in focal length 1200mm after execution of the bypass procedure (click here or on the picture to view in full resolution) |
Here is a video taken in focal length 1200mm after execution of the bypass procedure |
Other videos with the solution :
https://www.youtube.com/watch?v=dg0WurpXNKo (* Update : unfortunately this video has been removed from YouTube in the meantime *)
https://www.youtube.com/watch?v=XohKTg_q-fUOther similar YouTube channels :
Sony Kamera : https://www.youtube.com/channel/UC-iq5CaReR8-s0yH9QsUncA
kyodotokyo2012 : https://www.youtube.com/channel/UCl3fNm-mo3qKXUOGOGjF_SA
Root Cause Analysis of the problem E:62:10
Only the technical services of SONY know the real truth, but as shown below (see "Use of the technical support of SONY") the support services refuse to recognize the recurring problem E:62:10.
Some of the YouTube videos listed above show however the most probable cause of the structural defect : the electronical ribbon making the connection between the camera and the captors of the stabilizator on the lens, do experience micro-breaks after repetitive usage of the zoom. See also the comment from miagu5 here and the comment from Mirek here. This seems to happen after several thousands extensions of the ribbon, which roughly corresponds for most users to the period of the legal warranty.
This article in chinese (here in English) also demonstrates that the cause of the problem is the wear of the flex connector :
You can also read the excellent article from FotoBlick.RU (in Russian) here, where they also demonstrate that the origin of the failure is linked to the flex connector :
On their website, numerous users also complain having E:62:10 errors. Read also here the comment from miagu5 who also performed the repair and confirms that this is the root cause of the problem.
This is also confirmed by D.Strong here and by Dalang1 here : the flex connector is the cause of the problem.
Read also the comments from Ibrahim Ghanem : he confirms that the problem is due to the worn-out cable connected to the anti-vibration, and fixed it successfully after suffering.
See also this post on dpreview and the pictures below as proofs : the flex connector may eventually completely break.
The replacement cost of this electronical ribbon is only a few euro's. It can easily be found on Internet : AliExpress ($3.54), AliExpress ($6.40), AliExpress ($4.67), AliExpress ($5.60), AliExpress ($3.89), eBay ($3.60), eBay (£5.14), eBay ($3.50), eBay (£1.90), Amazon, Amazon, Amazon (€10,73), eBay (AU14,09), Joom (€7), Mercadolibre, Schneider ($11) ,... and is clearly documented " to replace your cracked, old or damaged lens flex cable " and " to fix the E:62:10 error ".
Read also here the comment from crefa01 : under warranty, SONY indeed just replaced the connection between the optical and the board.
However, it implies a complete dismount of the camera, not really possible for the average customer.
Thus, when the warranty is expired, the SONY repair services replace the complete lens barrel... which means a cost roughly equivalent to the purchase cost of a new device !!
In the comments here Kézdivásárhely Polyp also confirms that the problem is due to the flex connector, but servicing just replaces the optical block.
In the comments here Gameplay also confirms that the problem is due to the flex connector, and he shows in a very detailed video how to replace the optical block.
See here comments from many people that had to pay a price nearly equivalent to the cost of a new camera :
Totoboisjoli, Freek1951, appolonie, RosaZwaan, lientje1, Plutoup, Andero, Gilialm, Turri-Franz, Mario133502, Pierluigi, Rowi49, Tomstam, Domy_74, Mario133502, Andrea, Anonym, Anonym
Why does it happen on other models as well...? See here the dismount of a HX50V model : the same type of component is used there...
Read also here the message from Dalang1 : same problem of flex connector on a RX100.
Read also here the message from fichatel : same problem of flex connector on a DSC F828.
Read also here the message from videocamer2 : same problem of flex connector seems to cause the recurring problem with the flash of a HX60.
Speaking of planned obsolescence ? Continue to read below.
E:62:10 : Planned obsolescence ?
Read the comment here : since 2015, SONY is aware that over 70% of these camera's are victim to the E:62:10 problem.
Will this problem be corrected in a future model ? SONY once announced the new model HX500 in 2016...but it was then confirmed that this model will not come out.
Read the complaint here : Evidence gathered here was shared with SONY in 2019, but SONY is ignoring the message.
Here again in 2020, SONY refuses to answer.
The question was officially raised to the SONY support services by amangen, and they could not explain the behaviour of the camera by another reason than programmed obsolescence.
Use of the technical support of SONY
When the problem is reported on one of the SONY communities (see list above), the advice provided is always to contact the technical support (here for USA, here for Canada, here for France, here for Belgium, here for Netherlands).
Unfortunately we note that the use of technical support results in all cases listed identically:
1. A first email returned by the technical support requests to provide the copy of the invoice.
Even if you mention in your original email that the guarantee has actually expired for a few weeks, they will ask for a copy.If you no longer have this document, they will send you directly to a list of repair companies external to SONY, likely to support a quote and / or repair, naturally paid, and not supported or supported by the manufacturer .
2. A second mail then comes with the following text:
Hello,
After your e-mail, we are sorry to hear that you have had any inconvenience with your camera and we apologize for the feeling that this situation causes for you.
We take complaints about our products or the quality of our customer service very seriously.
Be assured that your file has been studied with the greatest attention.
After studying this one, I regret to inform you that we are not able to respond favorably to your request.
I inform you that this type of malfunction can occur during the life of the product and despite the very rigorous controls that are conducted in our factories on parts and appliances before their marketing, a breakdown does not question the reliability of the product.
Please accept, the expression of our distinguished feelings.
SONY TEAM SUPPORTAnd you are then also referred to a list of repair companies external to SONY, likely to support a quote and / or repair, naturally paid, and not supported or supported by the manufacturer.
Perhaps you will think that your application has been studied before being rejected.
However, by continuing to read the forums, you will find that the email you received is identical to the word received by most users who have followed the same path as you.Here is a table with some examples:
3. After much insistence on knowing the content of the study carried out in case of use of the technical support, here are the answers that come back to several users :
Hello,
I am responding to your inquiry regarding the malfunction of your camera.
You wish to know the warranty conditions applied by Sony.
In order to know these conditions, I invite you to consult the website sony.fr, at the following address:
http://www.sony.fr/support/fr/warranty
Please accept, the expression of our distinguished feelings.
SONY TEAM SUPPORTHello,
I am following up on your request regarding the repair of your camera.
I thank you for noting that the studies done by Sony are based on the date of purchase of your product, the Sony manufacturer's warranty and the availability of spare parts.
Please accept, the expression of our distinguished feelings.
SONY TEAM SUPPORTIt emerges from this exchange that the "study" performed by the technical support is limited to controlling the expiration of the warranty period ...!
A simple control that you can perform yourself, probably already indicated in your initial email, and for which you can simply address the seller and not the manufacturer ...
However, it is essential to follow this procedure, because the manufacturer can not ignore the existence of a hidden defect when it is reported to him repeatedly by a large number of consumers, as indicated in the table reproduced above.
Note that jelegua indicates here that " Support must answer every one of our messages and even when they say that" After studying the file, I regret to inform you that we are not able to respond favorably to your request ", we must put a additional layer and repeat the request."4. According to the mail exchanges made between some disgruntled users and the SONY helpdesk, it seems that the SONY assistance service does not even contact the engineers responsible for carrying out the requested studies. See here the exchanges made by amangen and here the answer which indicates the tacit agreement of SONY on
- the fact that the assistance services do not have any contact with the technicians assigned to the support of the model DSC-HX400V
- the fact that these people do not have an Internet connection allowing them to carry out this type of study
- that, consequently, no real study has actually been carried out by the SONY services.5. The repair costs mentioned in most forums vary between 300 € and 400 €, in most cases a cost roughly equivalent to the initial purchase cost of the device ...
Another typical email received from the SONY technical support by several users, however, leaves little hope at this level:
Hello,
I am following up on your request regarding the repair of your camera.
Thank you for noting that we are a remote technical support.
The only solution is to contact the repair center to repair your product.
According to the terms and conditions, Sony can not guarantee the availability of spare parts for an out-of-warranty product.
Please accept, the expression of our distinguished feelings.
SONY TEAM SUPPORTSee also the same answer received by Controni, amangen, Etoupefour14, ...
If you decide to buy this type of device, then take into account the fact that you will have to depreciate the totality of its cost of purchase over the 2 years of legal warranty ... !!
Selling agreement and Legal references
1) The sales contract between the parties can be found on SONY's website depending on the country :
BE/FR BE/NL DE FR IT NL SP UK US The sales contract is very clear :
Your legal rights reserved. Consumers have legal (statutory) rights under applicable national laws relating to the sale of consumer products. This guarantee does not affect statutory rights you may have nor those rights that cannot be excluded or limited; nor rights against the person from whom you purchased the product. You may assert any rights you have at your sole discretion.
2) The warranty against hidden defects is included in the United Nations Convention on Contracts for the International Sale of Goods. The United Nations Convention on Contracts for the International Sale of Goods (CISG) is an international treaty proposing international sales contract law, which has been ratified by 89 countries, accounting for more than three-quarters of international trade. The Convention was signed in Vienna on April 11, 1980, and is sometimes called the Vienna Convention.
The seller must guarantee the type, quantity, packaging and other elements stipulated in the contract (when this is not provided for in the contract, this must be in accordance with the usual practice); the thing must be free from any right of which the buyer would not be aware.
Consult here the list of countries that have ratified the Vienna Convention.
3) When the SONY Support Services are asked if they have arguments to oppose against the application of the sales contract including the warranty against hidden defects under the frame of the statutory rights of the consumer, the answer is that they are not able to answer: the message posted here by amangen thus confirms the applicability of the guarantee against hidden defects.
In France (thanks to Chouetalors for the text and for the references), " the DGCCRF (Directorate General for Competition, Consumer Affairs and Fraud Control) recommends to play, in the first place, the commercial guarantee that results from the contract with the seller or the manufacturer.
If it does not apply, it is the legal guarantee of conformity or the guarantee against hidden defects that must be implemented."Legal references :
- Consumer Code, art. L. 217-4 à L. 2017-14 (on the legal guarantee of conformity)
- Consumer Code, art. L. 217-15 et L. 2017-16 (on the commercial guarantee)
- Civil code art. 1641 à 1649 (on the guarantee against hidden defects)
1) In Belgium, articles 1625 to 1707 of the civil code describe the terms of the warranty applicable to any sale.
Article1649 quater protects the consumer against "any lack of conformity which exists at the time of the delivery of the good and which appears within a period of two years from this one". At the end of this period, the seller is therefore not actually required to provide any support on the basis of Article 1649 quater.
2) On the other hand, articles 1641 to 1646 protect the consumer well against any hidden defect:
Art. 1641. The seller is bound by the guarantee by reason of the hidden defects of the thing sold which renders it unsuitable for the use for which it is intended, or which diminish the use so much, that the buyer would not have acquired it, or would have given a lower price if he had known them.
Art. 1642. The seller is not held of the visible defects and for which the buyer was able to convince himself.
Art. 1643. He is liable for hidden defects, even though he would not have known them, unless, in this case, he has stipulated that he will not be obliged to any guarantee.
Art. 1644. In the case of articles 1641 and 1643, the buyer has the choice to return the thing and to be returned the price, or to keep the thing and to be returned part of the price, as it will be arbitrated by experts.
Art. 1645. If the seller knew the defects of the thing, he is held, in addition to the return of the price he has received, all damages and interest to the buyer.
Art. 1646. If the seller was ignorant of the defects of the thing, he will be held only to the restitution of the price, and to refund to the purchaser the expenses occasioned by the sale.
In this case, the recurring breakdown that occurs after the expiration of the warranty is not detectable by the buyer at the time of purchase.
The consequence on the photos taken, namely a general blur of all the shots, effectively renders the camera unsuitable for the intended use, so that a buyer would not have acquired it if he had known.
The article 1649quater statesArt. 1649 § 5. The provisions in this chapter with regard to safeguarding against the hidden defects of the item sold apply after the two-year period referred to in § 1 has expired.
Article 1644 is therefore applicable, without limitation of time, and authorizes the buyer to be reimbursed the purchase price.
The many articles listed on the Internet above prove that in this case the manufacturer perfectly knows the existence of this recurring phenomenon. Article 1645 therefore also covers in this case the damages and interest to the buyer - for example during an expensive trip whose photos were ruined by this phenomenon.
In Quebec, the quality guarantee is provided for in sections 1726 to 1731 of the Civil Code of Québec.
1726. The seller is bound to guarantee to the buyer that the good and its accessories are, at the time of the sale, free from latent defects which render it unfit for the use for which it is intended or which so diminish its utility that the buyer would not have bought it, or would not have given so high a price, had he known it. He is, however, not obliged to guarantee the latent defect known to the buyer or the apparent defect; is apparent the vice that can be ascertained by a prudent and diligent buyer without the need to resort to an expert.
1727. When the good perishes by reason of a hidden defect which existed at the time of the sale, the loss falls to the seller, who is bound to the restitution of the price; if the loss results from a force majeure or is due to the fault of the buyer, the buyer must deduct, from the amount of his claim, the value of the property, in the state where it was at the time of the loss.
1728. If the seller knew the hidden defect or could not ignore it, he is obliged, in addition to the restitution of the price, to repair the damage suffered by the buyer.
1729. In the case of sale by a professional seller, the existence of a defect at the time of the sale is presumed, when the malfunction of the good or its deterioration occurs prematurely in relation to identical goods or of the same kind; this presumption is rejected if the defect is due to the improper use of the goods by the buyer.
1730. The seller is also responsible for the manufacturer, any person who distributes the goods under his name or as his property and any supplier of the goods, in particular the wholesaler and the importer.
1731. A sale made under judicial control does not give rise to any obligation of guarantee of quality of the property sold.
Legal references (Netherlands)
ConsuWijzer.NL - Praktisch advies van de overheid over uw rechten als consument
Obligaciones del vendedor: saneamiento por vicios ocultos
Saneamiento por vicios ocultos
La reclamación por vicios ocultos en una compraventa
Saneamiento por vicios ocultos en el Código Civil
If your camera is (luckily) still covered by the period of legal warranty, ask immediately a repair or a replacement to your reseller. See the contact list of most known resellers below.
If, like most of the users, the period of legal warranty (just) expired :
1) Although it may seem useless, it is important to make an official statement to the manufacturer SONY.
An isolated consumer will be answered through a warranty period expiration whilst a multiplicity of identified cases clearly shows the existence of a hidden defect.
Contact the SONY technical support for your country :
BE/FR BE/NL CA DE FR IT NL SP UK US 2) Contact me if you want me to add a reference on this site and/or you receive any answer to the above question.
3) Although it may seem useless, it is important to notify your reseller as well.
Resellers buy those devices to the manufacturer SONY, they need to support the legal warranty period, and they can put pressure on the manufacturer as well.4) Get in touch with consumer associations, file a complaint and/or leave a message on the websites listed below.
5) Get in touch with Trade Authorities, file a complaint to the coordinates listed below.
| Organisation | URL |
| DGCCRF - Direction générale de la concurrence, de la consommation et de la répression des fraudes Ministère de l'Économie, des Finances et de la Relance Télédoc 151 139, rue de Bercy 75572 Paris Cedex 12 |
Tel : +33 (0) 1 40 04 04 04 |
| Service public fédéral Economie, P.M.E., Classes moyennes et Energie City Atrium C Rue du Progrès, 50 1210 Bruxelles |
Tel : + 32 (0)800 120 33 |
Service public fédéral Economie, |
https://economie.fgov.be/fr/themes/ventes/publicite/pratiques-deloyales/publicite-et-pratiques eco.inspect.fo@economie.fgov.be |
| Point de contact du SPF Economie |
https://meldpunt.belgie.be/meldpunt/fr/bienvenue |
Ombudsman for Retail |
|
| European Commission |
http://ec.europa.eu/odr/ |
| Resellers | URL |
| Auchan 200 rue de la Recherche 59650 Villeneuve d'Ascq (France) |
Tel : +33 (0)3 28 37 67 00 |
| Boulanger SA – CIL Avenue de la Motte 59810 Lesquin (France) |
https://www.boulanger.com/nous-contacter https://www.boulanger.com/nous-contacter/email |
| FNAC/Darty France 9, rue des Bateaux-Lavoirs 94768, Ivry-sur-Seine Cedex (France) |
Tel : +33 (0)8 92 01 10 10 |
| FNAC Belgium SA Rue neuve 123 boîte 401 1000 Bruxelles (Belgium) |
Tel : +32 (0)2 706 06 06 |
| Kamera Express Essebaan 55 2908 LJ Capelle aan den IJssel (ZH) (Netherlands) |
Tel : +31 (0)5 46 67 18 43 https://www.fotokonijnenberg.be/fr/service-client/formulaire-de-contact/ |
| Krëfel NV Steenstraat 44 Industriezone 4 "T Sas" 1851 Humbeek (Belgium) |
Tel : +32 (0)2 255 00 00 |
| Media Markt | MMS Online Belgium NV/SA Brusselsesteenweg 496, bus2 1731 Zellik (Belgium) |
Tel : +32 (0)2 465 55 00 |
| Selexion Uilenbaan 90 K3 2160 Wommelgem (Belgium) |
Tel : +32 (0)3 808 25 75 |
Unigro |
Tel : +32 (0)70 23 23 00 |
| VandenBorre Slesbroekstraat 101, 1600 Leeuw-Saint-Pierre (Belgium) |
Tel : +32 (0)2 334 00 02 |
The different texts published above come from the different websites to which the links return. In case of violation of copyright laws concerning a text you own, please contact the author via this address.
Thanks to the various users whose publications (texts and videos) contributed to the development of this site.
Other known recurring problems with SONY devices
