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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 1013 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 438 users sharing the same problem :
53poisson , A. , A.H.B. , A.Kuphal , Acat1234 , Adam J Jones , Adi27a , adiebear , Adolfo Baucas , Adolfo Bautista , Aga , Aga , agus2 , Aisse Gaertner , AJ , AJAV , Al Alvera , Aldo Britez , Alex M , Alex Térieur , Alexander , alleloombard478 , Allison Werner , Alvaro Bolaños , amangen , Amazon customer , Amazon Customer , Amazon Kunde , Amazon Kunde , Ambos , AMLT , AMLT , amlt85 , amtaham , An , Andi , Andrea , AndreaM68 , Andy Bischof , 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 , Antonio , appolonie , Aragones1946 , Arie , Arnon Panram , auroco , avikn , ayhanca , Babka Ola , Bane , Bane , Barboli , Bartos Lorant , BBG , Berg , BERNADETTE-M , Bernd Beuster , Bibbo S , Bilbo , bobi , bod , bod , bonita03 , Bruce , Bruce W , bschreck , c.baart , Carlos Nepomuceno , Carolina G , Chickenhawk55 , Chris2974 , Christian , christine2017 , Claude Diomede , Claudia , Coroam? Nicolai , CORVANBOMMEL , Coste , crefa01 , Crown head , DamesHoedje , Datyur Natyur , David , debfarme , dedesab07 , Dee Dee 1964 , Degoe181 , Delphine , Delyan , den Duit , Der Camper , destockagepccomsarl2015 , DFERNANDES , dgrinbergs , Dick , Didier M , Didier W , Dino Tommasi , Dinu C , Dirty Dora , Dodge_Rock , Dominique F , Donato , Doodek , doublem , Duikeend , DutchFlyingMike , E E , Eckhardt , Eclipse , ecodelta , Ela , Elaxa , elf_qrin , Emanuele , enzian1968 , Esaurito , Espana , euroko78 , F Hölzel , F.Garcia , Fabian Ellerböck , Fatmir , Fellipe Queiroz , Fiebig Burkhard , Forgesia , Fotomaschine , fragon95 , Francielle , FRANCISCO RODRIGO AIRES , frankywood , Fredox40 , Freek1951 , Frieke113 , Gameplay , gav , geertsmit , gefrustreerde gebruiker , GIBBSUK , Gine , Gipfelstürmer , Giuseppe , GK , gleumi , gojanwisse , gozoman , Guido , Hans , Hans , harkelinfan , HB , Healyca.Loombard , Hedel , Heged?s Levente , Heinz Brausmann , Heisch , heisess , Herr , hj444 , hmtrip83 , hmtrip83 , Homan47 , Hr. Wengatz , Hussnain Naqvi , Hx400V , Iaspes , Ivor3648 , J , Jacques , jajaro50 , jamespolik , jan.witteveen , Jane Groff , Janny78 , jastermereel , Jay Elias , jazine84 , jegaral , jerzim71 , JH , Ji Li Gu La , Jim , JM , Joe , Joe , Joe Mirza , John Lennryd , Jonathan Mendoza , José , Jose2712 , joserin , 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 , Lisa , LisaGV , Lomy12 , Loombard , LostAndFound , Louie , Lutz Heuser , Luus1960 , M1Tho73 , Mandache , Mapke005 , Marc , Marc , Marcel , Marcel974 , Marco , MarcosV6 , Marek , Marie , Marie , Marie-Geneviève JACOB , Mario133502 , Mariusz , MarkDiax , Marko Rösler , Markus , Mart , Mart , Maurice S. , Mauricio , mch53 , Méézi , mellopoli , Méphisto69 , Merlin vit , metaluna2013 , MF te A , miagu5 , Microscopus , Miguel Geldres , Mikis25 , miko55 , milan , Milan , mirabelle2000 , Mirek , MMartenco , Moesman49 , Monique Barroire , Moomes , Mrs A , Murielle Neuhaus , MyDC , NA , Natisone , NCsonyCamera , nessel61 , neufal54 , Neufeld , Nikhil Nevrekar , Nilda , null , Oleg , Oliv , oobxk91255 , oscar , oscar j Rocha Gonzalez , Ostrowiec Swietokrzyski , Ovki , Oz , palastiner , Pascal de l'Essonne , Pat , Paul , Paul V , Paul Van Dyck , peronneau , Personne privée , Phil33 , philmont07 , philmont505 , philmont606 , phimicho0 , pierluigi , Pieto69 , pieto77 , plutoup , Popie , poussiere666 , PS , Quintus , qweebbeltje , R Olivier , r197003 , Registrovaný uživatel , remaja-123 , Renata Rocha , René Walter , Reus , ribogo , Richard Galbraith , Rijkje , Riko Fesser , Robert , Robin.Gx , RobinBongiovi , Roland Kuner , Roman , Roman Wrann , rowi49 , Rowi49 , Royvanpoppelen , Ruud M , Ryan A.Bingham , Ryan A.Bingham , s2473651999 , Salomon13 , samsunguser22 , sandra sijm , sandrine85320 , sara3126 , Sardaukar , Schwandis , SE , Seajeei , sean , Sebastian Halter , seyjo , Shah Patil , Shbfam , sircu bogdan constantin , Snehal Sinha , snej36236 , SonyGGuy , Sophie , sorietje , Soultz , Sovaiala Octavian , Stefan , Stefluni56 , Štepán , Stephen McDonald , Steuman , Steuman , Steve Coffman , Sven , Sydney66 , Sylv18foto! , T Schmidt , T.B , Tante Lotte , TEUTEU , thhuem , Thiago , thomas , Thomas Malz , Thorsten , Tinus Wennekes , TomOne , tomrandall86 , tomstam , Toniderrama , Tony Newton , tradeoff , Treillny , Tutor40 , twistertoys , TWK , TWK , Udo , unclebill6 , ute.paarl , Vanessa , VAV , vincentdet2013 , visis.cameras , Vk , Volker Kleditzsch , Walter René , Wilhelmina63 , Willemien , William Rijsdijk , wrs33 , Xuân Thanh , Yem , Yves Biasino , ZoliHere 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 1 HX400 and 1 HX350, all again with the error E:62:10 (100% failure !).
" I do not recommend this product (HX350). Our 2nd camera with the same problem E:62:10. We liked the camera, as well as his younger brother. Until, as with the dsc-hx 400, the error message E:62:10 came on the screen. This is, we read afterwards, something that occurs with many Sony cameras and often just after the warranty period. The problem arises in a connection to the stabilization system. Repair is just as expensive as buying a new camera. Look before you buy, search the internet for Sony and E:62:10 and thousands of responses will appear. "
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 had the error E:62:10 2 times despite repair !
" I found it excellent until the first stabilizer failure (error code: E 62:10) luckily it was still under warranty but two years after the repair it failed again for the same reason. I do not understand how Sony has not yet fixed this defect. "
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 !
- Compra Compras
- EuroCori
- Digitech
- AparatSerwis
- Ebay
- Ebay
- Ebay
- FotoSerwis : HX300, HX350, HX400
- Marktplaats : HX400V
- MYK Camera Repair : FDR-AX33, Others
- NOR service : HXR-NX5, HDR-AX2000, Software intervention !
- Oferteo : HX400V
- 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.
User reviews on Sony official websites
probleme E62 10
DSC-HX400V Avec GPS 05/02/2021 par den48
Très bon produit et qualité d'image, mais au bout de 4 ou 5 ans beaucoup tombe en panne pour erreur E62 10 problème bloc optique stabilisateur et pour la réparation ils change le bloc et ça coûte cher... Alors que pour cette erreur on pourrai avoir une réparation à moindre coût et ce problème pourrai être pris en charge par sony, A bon entendeur.Appareil photo de bonne qualité dans l'ensemble
DSC-HX400V Avec GPS 02/02/2021 par Rems63
J'ai acheté cet appareil photo pour sa qualité de zoom et de photos mais bon j'ai vite déchanté quand un message d'erreur c'est affiché sur l'écran E 62 10 pourtant j'ai toujours pris soin de mon à matériel c'est un problème qui arrive fréquemment j'ai vérifié sur les forums beaucoup de personnes se plaignent de ce genre de souci en bref je regrette totalement mon achat et je passerai mon chemin à l'avenir j'irai voir une autre marque franchement de la part de Sony ça me déçoit de pas remédier à ce genre de problème surtout qu'autrement cet appareil photo DSC-HX 400V avait tout pour plaire en tout cas il me convenait amplement c'est bien dommage .Am hilfreichsten – schlechte Bewertung : Gravierender Mangel
DSC-HX400V Mit GPS 11.01.2021 von Roland Kuner
Leider erfuhr ich erst nach Erhalt der Kamera (Weihnachtsgeschenk) das fast alle Sonykameras ein verstecktes Feature haben. Meist nach Ablauf der Garantie erscheint Fehlermeldung e 62 10! Habe die Kamera umgetauscht in eine Lumix DMC-FZ300. Spiel auf dem selben Level wenn nicht sogar besser.Fijn toestel
DSC-HX400V Met GPS 02/01/2021 door vadebm
Voorlopig zeer tevreden. Ik wacht af wanneer de fameuze fout: "E:62:10." gaat optreden of ook hopelijk nietПроблемен стабилизатор
DSC-HX300 2020-12-30 от Георги Н
На втората година на дисплея започна да се появява грешка 6210, което се оказа повреден стабилизатор.
In the second year, error 6210 began to appear on the display, which turned out to be a damaged stabilizer.Ottimo prodotto con un difetto critico
DSC-HX400V Con GPS 03/12/2020 di Dari0
Secondo me è la più completa macchina Sony: wifi, GPS, zoom 50x ecc.... Peccato la delicatezza del connettore interno che pilota lo stabilizzatore. Danneggiato questo, praticamente è da buttare. La riparazione costa quasi come ricompare il prodotto. Leggo di tantissime persone che hanno avuto lo stesso problema. La soluzione di Sony, funziona temporaneamente, solo in pochi casi. Peccato, perché meriterebbe 5 stellemacht sehr gute Bilder - bis zum E:62:10 Fehler
DSC-HX400V Mit GPS 29.11.2020 von bschreck
So lange die Kamera funktionierte war ich sehr zufrieden. Dann plötzlich ohne Ursache (Sturz o.ä.) kommt die Fehlermeldung E:62:10 - Bildstabilisator defekt. Wenn man nach diesem Fehler im WWW sucht stößt man seitenweise bei anderen Usern auf dieses Problem. Hier liegt m.E. ein versteckter Mangel vor! SONY ist dieses Problem zur Genüge bekannt ist aber nicht bereit zu einer kostenfreien Reparatur. SchadeReparatie
DSC-HX400V Met GPS 07/09/2020 door RBloem
Onlangs camera laten repareren voor €210,- Beeldstabilisatie was kapotATTENTION A SA DUREE DE VIE entre 2 et 5 ans maxi
DSC-HX400V Avec GPS 16/08/2020 par chris2974
Acheté en 2014, comme d'autres appareils de la marque erreur de fonctionnement E 62 10 du stabilisateur désormais en panne ; n'attendez rien du SA de SONYsuper mais fragile
DSC-HX400V Avec GPS 03/08/2020 par laspes
C'est mon 2eme HX400V. Le 1er a été victime d'une panne récurente chez sony soit erreur 62:10. Prix réparation à peu près égale au prix d'achat et surtout, problème connu par sony depuis plusieurs années.. J'espère que le problème a été résolu. Par contre, qualité d'image ++++++ ce qui explique que j'ai racheté le même
J'ai quand même racheté cet appareil car je n'ai pas retorouvé la qualité d'image ailleursFijne camera
DSC-HX300 22/06/2020 door Marinus180
Heel erg tevreden. Jammer dat de beeldstabilisatie kapot is.Crítica más útil : Un desastre
DSC-HX300 12/05/2020 por Maurengue
Una falta de respeto a los clientes fieles de Sony como lo soy yo. Su famoso error 62:10 es el principal motivo para nunca más poseer una cámara de esta marca.pech met stabilisatiesysteem
DSC-HX300 29/03/2020 door Marco11
stabilisatie systeem is stuk. ik heb het toestel al een aantal jaren. ik lees dat het stabilisatiesysteem zwak is en het vaak begeeft. jammer.!! daardoor bij het inzoomen vaak wazige foto's.Good while it lasted
DSC-HX400V 26 February 2020 by Oldgraybirder (USA)
I bought this camera about 4 years ago based upon the recommendation from a friend. The camera worked fine until a few months ago when a 62-10 error code appeared. I found out recently that my friend’s camera also suffered the same issue and now wonder how common this problem really is. I called Sony to find out if any warranty support existed for what seems to be a design flaw but no satisfactory response.Bel appareil fonvtionnel mais ...
DSC-HX400V Avec GPS 22/02/2020 par titi 85
Cadeau pour un ami...déception totale quand il vient de me dire que ce cadeau (400 euros) était un piège du à obsolescente programmée et maintenant SONY répond réparation = prix nouvel appareilMost Helpful Critical : Good Camera for 5 years at least!
DSC-HX300 14/02/2020 by JemT (United Kingdom)
I bought this camera 5 years ago. Being a complete novice it's taken me a while to get used to the features but they are quite simple once you know how to use it. I have been very happy with the photos produced by this camera and it's capabilities. The video is brilliant quality. It is quite bulky and heavy but the casing feels good.
Unfortunately after 5 years of use and taking care of this camera I received a dreaded error message (E:62:10) which is apparently to do with the lens balancing. Of course by now it is out of warranty and the only advice Sony could give was to send it away for repair but they couldn't give a cost estimate (even though I now believe this to be a common fault) and I suspect given it's age and current value, it wouldn't be cost effective to repair. On reading reviews I've seen that sadly this is a common fault with Sony cameras. As I needed a camera and knew this wouldn't be sorted out immediately (if at all) I had to buy a new camera but I've gone for a different brand this time. I'm a big Sony fan but despite 5 happy years with this camera, this has put me off.
3 of my friends have similar cameras to this one (slightly different model numbers but still a Sony Bridge) and they are all going well and they're really happy with them. I guess I got unlucky!Il consumismo e Sony
DSC-HX300 13/01/2020 di PICCO17
Sony è una delle migliori dal punto di vista delle compatte point/shoot, ma anche con buona qualità, come la serie RX100 con il sensore da 1"
Ciò nonostante continuo a pensare che Sony rappresenti il consumismo ai giorni nostri. Prima avevo una HX300, che casualmente ha dato un errore (62:10, stabilizzatore) una settimana dopo la fine della garanzia..! Qualcosa mi dice che sarà così anche con questa HX90...Obsolescence programmée
DSC-HX400V Avec GPS 20/12/2019 par fragon95
Cherchez erreur E62:10 sur Internet. C'est édifiant.Erreur E62:10 apparue post garantie (2 ans)
DSC-HX300 01/12/2019 par sl25
J'ai acheté cet appareil en 04/2014. dysfonctionnement du stabilisateur au bout de 2 ans (juste après la garantie). code erreur E62:10 que le SAV ne veut pas prendre en compte. au final appareil inutilisable car photos de très mauvaises qualitésCommentaire négatif le plus utile : Stabilisateur à panne récurrente E62:10!
DSC-HX400V Avec GPS 19/10/2019 par doublem
Très content de mon appareil jusqu'à l'apparition de la fameuse erreur 62:10 sur le système de stabilisation. Une panne peut arriver, mais celle-ci touche des milliers d'acheteurs,en témoignent les plus de 400 sites et forums signalant le même problème qui survient très souvent après l'expiration de la période de garantie. Très déçu donc car cela n'est pas digne d'une marque comme Sony et amène à se tourner vers la concurrence.Bon appareil mais des des défauts gênants....
DSC-HX400V Avec GPS 27/09/2019 par JPC06
Je possède cet appareil depuis 5 ans et j'ai toujours été gêné par la lenteur exaspérante entre deux prises de vue !
De plus, depuis quelques temps, le message E:62-10 s'affiche en permanence sur l'écran.
Pas moyen de savoir à quoi cela correspond (ce serait mauvais d'après les commentaires des internautes...Bien...hasta que el estabilizador deja de funciona
DSC-HX350 26/09/2019 por Santiago
Buen objetivo con un gran zoom, pero de la noche a la mañana te aparece en pantalla un mensaje E:62:10 que significa que el estabilizador ya no funciona. NO tiene arreglo y he visto en los foros que le ha pasado a bastante gente con esta camara. Así, el zoom vale para poco.FATIDIOSO E:62:10
DSC-HX400V Con GPS 06/09/2019 por MMartenco
Me arrepiento primero de no haber compartido esto hace mucho tiempo pensando que sería un error por Batería, o solo de simple reinicio de configuración...... pero he perdido mi dinero y espero que no compren esta hermosa cámara, porque lo es, pero su máquina no sirve.E:62:10 obsolescence programmée
DSC-HX400V Avec GPS 10/08/2019 par Sydney66
Bonjour,
E:62:10 Mon produit n'est plus utilisable deux ans après l'achat.
Pas de solution ni de mise à jour possible.
C'est la deuxième fois que je rencontre un problème technique avec cette marque. Une fois la marque à tord, deux fois c'est la mienne. J'en tire des conclusions adaptées.
Est-ce crédible pour une marque comme Sony ?
Marque à ne plus utiliser.
Cordialement.Critiche più utili : Delusione
DSC-HX400V Con GPS 14/05/2019 di Domy_74
Purtroppo a distanza di un solo mese, dopo aver comprato altre due batterie per prepararmi ad un viaggio, è uscito sul display errore E:62:10 (diaframma ottico), costo dell'intervento 285,00 che non ho voluto fare, pertanto la macchina, semi nuova è da rottamare. Non comprerò nulla SONY, come fotocamere; non mi sembra corretto dover spendere tanti soldi per una riparazione su una fotocamera a cui tenevo tanto!Erst bestens, dann die große Enttäuschung.
DSC-HX400V Mit GPS 03.05.2019 von Thzomas
Nach der notwendigen Einarbeitung hat die Kamera meine Erwartungen voll erfüllt. Nach nur 4 Jahren Gebrauch hat sich die einfach so ohne Sturz oder Schlag oder Anecken die Bildstabilisierung verabschiedet. Die wahrscheinlichen Reparaturkosten werden in etwa dem Neupreis entsprechen. Meine Begeisterung ist damit auf Null.Excellent appareil ... pendant 5 ans seulement
DSC-HX400V Avec GPS 15/03/2019 par JeanYves84
j'ai acheté cet appareil en avril 2014 ... après un incident sur une bague de fixation de lentille du zoom, réparée sous garantie, fonctionnement parfait jusqu'à février 2019 ... obsolescence programmée ? ... le stabilisateur d'image se met hors service et l'appareil affiche "E:62:10" en clignotement permanent ... SONY connaît ce dysfonctionnement, signalé par de nombreux utilisateurs et ne fait rien ! C'est mon 3ème APN SONY mais je crois bien que c'est le dernier ... dommage !A Great Camera....For a While...
DSC-HX400V 09 March 2019 by Steuman (USA)
New buyers considering this camera, please do not discount the people complaining about E62:10 issues. This camera is great and I loved mine until this error occurred, but now that it has my wonderful 50x optical zoom is useless. Chances are VERY high yours will ultimately have the same issue--just research the 62:10 error and see. Mine lasted just over 2 years. The easy work-around power-on/power-off solutions either do not work for long or do not work at all. If they fail your only options are trying to replace the image stabilization cable deep inside the lens assembly or replacing the entire lens assembly which costs about half the price of the camera. For those who think they'll try the cable (which is every inexpensive), beware that the replacements sold online lack two tiny electronic components soldered to the pads on the end. I don't know what they are but I suspect they are the source of the error more often than the cable itself. You'll have to disassemble the camera all the way down to the end of the lens assembly AND take the stabilizer apart just to free up the old cable. Threading it back together is not easy, but I managed to do it only to discover the error remained. Before the error effectively ruined my camera I really loved it. The zoom and image stabilization were magnificent for a camera in this price range but what does it matter if it runs such a high failure risk after just 2-3 years? Once it fails forget using zoom without a tripod. You can't hold it steady enough to get a clean shot even at high shutter speeds. Autofocus also struggles to work. I've missed far too many shots as it faded endlessly in and out trying to lock on. Pictures using even a small amount of zoom appear muddy and blurry. You can still get reasonable snapshots without zoom--but I can take comparable pictures at that level with a MUCH less expensive camera. I once recommended this camera. I regretfully must change my opinion. Do not waste your money on this if you want a camera that lasts more than 2-3 years.Commentaire négatif le plus utile : Appareil apparemment performant
DSC-HX300 04/03/2019 par MarieLaure87
j'ai acheté cet appareil photo le 25 juin 2016 et il s'avère qu'au bout de deux ans et quelques mois l'objectif ou stabilisateur si vous préférez soit HS. Le message suivant E62:10 s'affiche et après consultation sur forum d'internautes le problème est récurrent chez Sony!! me voilà avec un appareil juste bon à prendre des photos sans zoom. je ne l'ai jamais fait tomber ni heurter après quoique ce soit!!Écran devient blan rouge plus code défaut E:62:10
DSC-HX400V Avec GPS 26/01/2019 par Tutor40
J'ai acheté mon premier dscf 707l'écran ne s'affiche plus je persiste chez Sony j'achète DSC-F717 incroyable en panne je persiste j'achète le DSC HX 400 V rebelote écran devient blanc ou rouge plus cerise sur le gâteau code erreur E:62:10 je repars chez CANONCrítica más útil : Fallo sistemático
DSC-HX400V Con GPS 16/01/2019 (España)
Compre este producto en el 2015, y ya esta dando los fallos típicos de estabilizador E:62:10, y E:62:12.
Leyendo artículos de otros a los que les ha ocurrido comentan que no vale la pena repararla dado el elevado coste de la reparación. Creo que Sony debería hacerse cargo. Es un fallo sistemático y no solo en este modelo de cámara. Totalmente decepcionadoError E:62:10
DSC-H300 07.12.2018 von Ollenschipper
war ein Geschenk, zur Zeit nicht zu gebrauchen, Rep.Kosten übersteigen Neuanschaffung!Most Helpful Critical : Lens failure after 3 years of easy use. E:62:10
DSC-HX400V 24 October 2018 by wrs33 (USA)
I purchased this camera in August of 2015. I have taken lots of pics and vids and everything worked as expected. pic quality not the best, but decent considering the sensor size. light is your friend. setting the pixels to 5M also helps the sensor. Within the past 6 weeks an error code (e:62:10) started to display. I tired the work arounds found on the internet and that worked for about 1 month. Now I am finding that I will have to spend ~200$ to replace the lens, which is ~1/2 the price of the camera after 3 years and 1 month of use. I really like this camera and I imagine that when I look for a replacement the best option will still be this model. Hopefully this issue has been resolved. I want to stress that this camera has never been handled poorly. When I cannot clear the code you can see the lack of image stabilization in the view finder and in the pic. If I had written this review before this error occurred it would have been 5 stars. I am really disappointed that this happened after 3 years. Maybe Sony will help me out.Kwaliteitsvolle foto's maar nu al defect
DSC-HX400V Met GPS 06/09/2018 door chrisvda
Ik was erg tevreden over dit handige fototoestel en zijn prestaties. Na 3,5 jaar is de stabilisator echter al defect (ik gebruik het +- 3 weken per jaar): om een offerte voor de herstelling te ontvangen moet ik al € 55 neertellen, de herstelling op zich zou waarschijnlijk ook nog eens een € 300 à € 400 kosten.Use to love Sony NOT ANYMORE
DSC-HX300 2018-06-23 от Me22
After all my life using sony products this is the END, they ruined my memories for my daughters wedding because the stablizer in the H300 goes out when you try to film or take pictures of very blue sceneryError message with no help on how to fix
DSC-HX400V With GPS 06 March 2018 by Hemmings (United Kingdom) - Verified Purchaser
I have had the camera over 3 years and it developed a fault whilst on holiday in Costa Rica. I was very disappointed as it was a trip of a life time to explore the rainforest and see the wildlife. I bought the camera just for this kind of thing, where the super zoom is useful for capturing shots of wildlife. However, the camera started flashing an error message E.62.10 and I couldn't find any information on how to fix it, or what it meant, in any of the Sony documentation.
I've since read, from other users, that this is likely to be a wear out mechanism causing an image stabilisation fault which can occur quite early on in the camera's life. Hence I wouldn't go out and buy a replacement or recommend to a friend.
I had been pleased with the product up until this point - the manual focus on the control ring is a great feature; allowing you to tweak the focus.Beeld stabilisatie defect, Sony geeft niet thuis!!
DSC-HX300 24/12/2017 door Skinny26
3 jaar terug een DSC HX 300 camera aangeschaft
Deze heb ik weinig gebruikt, alleen tijdens vakanties , zeg maar een 500 - 600 tal foto's. Dus eigenlijk nieuw. sinds 2 maanden geeft de camera een foutmelding E:62:10 Beeldstabilisatie defect. Er zijn honderden gedupeerde maar Sony geeft niet thuis en lost het probleem niet op. Kosten reparatie is zo hoog dat de camera zeg maar technisch totall loss is. Een oplossing is er niet en de camera valt net 2 maanden buiten de garantie.
Dit probleem is groot en speelt ook via de consumenten bond en internet sites. Hoop dat Sony alsnog met een oplossing komt. Als het een gerenommeerd merk is dat doet Sony dat.Fijne camera
DSC-HX400V Met GPS 07/09/2017 door pieto77
Fijne camera(mijn tweede),jammer dat de lens (beeldstabilisator)bij mijn voorgaande maar een korte levensduur had.Geweldige camera met korte levensduur.
DSC-HX400V Met GPS 07/12/2016 door Dee Dee 1964
Na lang sparen in mei 2014 deze camera gekocht. Super tevreden mee. Met de superzoom ,mijn grote hobby wildspotten, veel kunnen vastleggen. Hoewel met schemer laat hij me snel in de steek. Gemakkelijke bediening. Veel mogenlijkheden.
Fijne camera, ook voor beginner zoals ik.
Helaas nu 2,5 jaar later foutcode E:62:10 in beeld. Reparatie hoger dan dagwaarde camera. Camera dus total loss. En ik ben schijnbaar niet de enige lees ik op internet.
Vind 2,5 jaar voor deze camera wel erg duur speeltje.
Nu maar weer sparen voor een andere, maar dat wordt geen Sony meer.Leuke camera, echter na drie jaar al defect
DSC-HX300 26/10/2016 door OneWilno
Drie jaar geleden gekocht voor het grote zoombereik. Dit werkt perfect. Toestel is best snel maar niet zo snel als een spiegelreflex. Nu geeft het toestel een foutmelding E:62:10, dat wil zeggen dat er iets mis is met de lens. Heb hem nu opgestuurd ter reparatie.My Only Sony Camera That Has Ever Had a Problem
DSCHX300/B 2015-04-01 от fair1
I've bought Sony cameras for decades, always pleased, often upgrading. This one seemed perfect & worked remarkably well until shortly before the warranty ended. Sony repair fixed the annoying 62:10 error. In a few weeks, it was sent to me at no charge. It worked reliably for months until the dreaded 62:10 error returned. It still takes great photos but the photo transfer capabilities are gone & "62:10" flashes incessantly. Costs $160 + shipping to have Sony repair it again, this time out of warranty. So disappointed. It hasn't been that long since I paid it off at Best Buy, but after speaking w/Sony Customer Service today, it's apparent that it's headed for the trashcan. Too costly to repair & no guarantee that it will continue working. Check the discussion boards...the 62:10 error is a common, vexing problem. These cameras should be recalled & we should receive either refunds or new cameras that work. I love Sony products, especially their cameras...but not the DSC-HX300. Takes GREAT shots, but it has too many internal issues. If you buy one, be SURE to get an extended warranty. I wish I had! Better yet, buy a different model Sony camera!
User reviews on Sony communities
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, by Dalang1 here, by Donato here and by Ostrowiec Swietokrzyski 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 :
Dalang1, Donato, Totoboisjoli, Freek1951, appolonie, RosaZwaan, lientje1, Plutoup, Andero, Gilialm, michal1957, 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.
In 2017, Sony brings out a new model, the HX350. Is the problem corrected ? Read the comment here or here : the same recurring problem happens on the HX350 as on the HX400 !
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.
Links preceded by three stars *** can be used to directly report a device that is worn out too quickly.
| 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
