Hi!! The company you are contacting is not Sony. It’s an external company that provides service to Sony because Sony doesn’t have service here in the United States. The same thing happened to me with two cameras. You need to call Sony and explain what’s happening to see if they will reintegrate. This happened to me with the A7 III, and what Sony did was send me a new camera, and I paid around $800 when the A7 III cost almost $2000. So, I recommend you contact Sony directly and notify them of what’s happening with the company providing the service there.
@@LeuyinTv The rep I’m speaking to has an email address from @sony.com. Their contact info is with Sony Professional services in NJ. Where do you get the phone number?
Great point. Now that I think about it, I wonder if Sony also allows repairs at "Certified Sony Repair Centers" that will allow customers to drop off and pick up the camera?
@@chillwill1083 Haha you’re the first person to mention it. Yes, this is for my retainer client. We travel twice a month, four days each. So it’s worth it to bring the kitty!
Maybe by the end of 2025, those same clients will be requesting the C400 haha, I just got one & wow is it a tank meant for real work! Sorry to hear your problems with Sonys service. Canons CPS has never let me down, good team of pros.
Agree with Canon service being on point. No matter the country I contacted them in they were always amazing and tried to fix everything locally. I run a C300 MkIII and every client, especially in news, asks for Sony. Thankfully, given the market I am in, I can get away with saying "I'll give you nicer files or you rent a Sony for me, your choice." and still get the bookings. But I doubt they will come back to Canon unless Sony drops the ball hard.
@@memostothefuture agree. One stellar camera remade from canon will not shift the entire market in a year. It would take extenuating circumstances. I don’t see that happening.
@@davidmorefield I agree, the Sony brainwashing is really strong and it is Canons fault that they let it get this way by not being competitive for many years now. It’ll take at least one or two more good Canon cameras and a few years for them to take market share back from Sony, sadly.
@@davidmorefield Yeah, the thing is that Sony's last generation (A7S3, FX6) is "good enough" that e.g. TV clients and a lot of corporate clients are happy, satisfied and it's good enough. They have existing pipelines, just like you said with grading. The BBC will tell everyone now "we are a Sony shop" and so do many other stations in that segment. Me showing up with Canon is not a big deal when transmitting via a LiveU but when I hand them files I might as well grade (or, realistically, adjust the BT709) myself.
David, You are not alone. We sent in our FX6 for a stuck pixel issue that APR couldn’t compensate for. When we got the camera back there was no function in the handle, no audio, nothing. The handle was never an issue prior to this. We sent it back again and got it back with a service report. The technician had forgotten to connect the multi pin connector in the body to the handle mount location.😳🤯
Sent a brand new lens in for repair (was blurry and wouldn't focus). 3 weeks later got it back, and it was exactly the same. Sent it back again, and it finally came back fixed. Really hate being tired to a brand. Sony makes good stuff when it works. They have terrible service though.
All pro cameras go down and require service. Consider reseating the side cover yourself as someday you’ll be on a boat or mountain with no service to assist. Build your confidence making minor repairs.
@@JanWilliamsBailey With him being in Florida, especially, I'd be paranoid every moment that camera is even in the state without good weather sealing. So much humidity in the air there year round compared to places like where I live that are the desert.
@@danbrockettDOP that’s why I recommend him fixing it himself, I live in the UK and we have crazy high humidity daily. And yes it is a worrying amount of money to spend on repairs and not have it built right. I would be pissed. This is why I’m sticking with Canon.
When the Sony A7 III first came out, I was so excited to get it. However, at the first event where I was taking photos and filming, the camera kept turning off. I restarted it, and it seemed to work for a while, but then the issue happened again. I spoke to the camera shop about it, but they were useless. So, I contacted Sony, sent the camera off to them for repair, and they sent it back to me. Unfortunately, the same problem persisted. I ended up sending the camera back and forth to Sony six times. They eventually replaced the motherboard, but by then, I no longer wanted the camera. I spoke to the camera store again, and they told me that as long as the camera was technically "working" on paper, I could sell it, and it would still be covered by warranty. So, I sold it. After dealing with the same person at Sony for so long, they felt bad for my experience and offered me 40% off any of their cameras. With that discount, I bought the A7R IV. What I’m saying is this: tell Sony how unprofessional their service has been, how much money and time you've lost, and how much frustration you’ve endured with their products not being repaired properly. Ask if they can offer a discount or some other form of compensation for what you've been through. If they do, you could sell your current camera and use the discount to invest in a new one with a better warranty. From Stewart
@@stewartmunrovideo Thank you for sharing Stew. I’m trying to keep my reporting in a respectful manner but it’s frustrating to say the least. Really the only camera I would consider is a burano. I don’t see them offering that. I will contact the rep again to see if there is anything they can offer.
@davidmorefield Mention to the sales representative how not having the camera is affecting your work and peace of mind, and how you're losing jobs because you don’t have the proper cinema camera. I’d also recommend giving them a call and letting them know you want to escalate the issue to the next level to see if they can resolve it. When I dealt with a similar issue, the people I was initially speaking to were only responsible for fixing the camera and had no interest in hearing me out. Eventually, I got in touch with someone who was a filmmaker himself, specializing in wedding videos. I think he felt sorry for me and escalated the matter all the way to the top of the Sony Australia corporate ladder. Don’t let them push you around-stand your ground and make sure your concerns are heard.
Wow David, your experience has totally soured me on Sony service and my FX6. It's like they don't understand that people who buy their $6,000 cameras use them to make a living. And as long as they have your camera, you are losing money by having to rent or not be able to take work. Maybe the FX6 is going to be a like owning a traditional Jaguar or a Ferrari where you have to buy two of them to have one working unit that you can count on. I have to say, my experience with Canon Service on issues with my C200s and C300 MKII have been REALLY good, like one week or less turnaround, great communication, and Canon has a support program where they WILL lend you a camera while your camera is being fixed. I guess Sony doesn't offer that. I still assert that the FX6 is a prosumer quality product, not a pro product and this is what you have to expect using a prosumer product for professional work instead of a pro level product. I agree with you about the Sony brainwashing with the market, I too get plenty of not requests, but DEMANDs that I shoot Sony. Hopefully with Canon's resurgence, the market will become balanced like it was in the C300 MKII/FS7 MKII era when you could use either and most clients were happy. If I had a choice, I would dump my FX6 for a C400 in a heartbeat, I think it's a better camera and I KNOW that Canon service makes Sony service look like a joke. But I bought the FX6 specifically for one client for a recurring job who utilizes their in house Sony A7 SIII and A7 IV. They love my FX6 more than I do.
@@davidmorefield Gerald or Potato Jet would have had a replacement camera in their hands inside a few days. That's just the world we live in, nothing against those dudes, they're great. I'm glad that even with your limited following, you are giving a lot of newbs and other FX owners a look into how Sony treats their customers in the real world. Knowledge is power and you are arming at least few hundred/thousand with this knowledge, I hope it costs Sony sales frankly, just as I hope that their insanely bad handling of the whole FW update debacle has hopefully cost them thousands of sales. And what's worse is when Sony effs up, they REFUSE to admit it. I used to deal with Sony as a retailer and on a wholesale level for electronics and they have always been the most arrogant manufacturer, it's not just you, they have always treated most of their customers like crap. I can't complain about my experience over the Summer with Sony Service LA, they were very nice to me and did follow up, although it took them a freaking MONTH to obtain four little $1.00 screws for my FX6. I lost $1,400 in rentals while my FX6 took a month vacation there. So my FX6 already cost me $7,400 to own. That's why I've repeatedly said that I would have easily and happily just paid $7,500-$8,000 for an FX6 that was built to pro level, not prosumer level. Same camera, same features, just with a good, metal, normal diameter mic mount, a dumb , easily changeable top handle with zero electronics in it, a side grip that wasn't loose no matter how you tighten it, a menu scroll wheel that doesn't jump through the menus like a slot machine, in body XLRs, etc. You know, a pro camera? They could have just called the FX6 Pro.
HI! Idk if you will see this comment, but we have gotten a very, very similar issue with the fx9, the same (media accessory board - i/o board) looking error code: The issue all along was the top handle that was never checked to be tight and because it moved it was having imperfect contact or even shorting out other pins and erroring the camera out! I was scared shitless as the DIT and Camera assistant since it was a high profile job and we had no way to get another camera at that time, even worse, it was a studio owned camera, not a rental one, so we would have been out of commission with the camera for a while if it was actually broken.
@@bivoleduardioan8340 my error code was e95-125. Is that what you had? I don’t believe I had a top handle issue. It wasn’t touched during recording, wasn’t adjusted before or after. When I did take it off to send the camera back, it was secure.
@@davidmorefield We weren't touching the top handle either as we were on the tripod the entire shoot! The error code was E91-185, which is a comms issue between mainboard and io board, which have nothing to do with the top handle, but it does influence the IO board because the MI hotshoe on the handle links directly to the io and rec board because of the MI shoe's ability to attach to a sony audio reciever on that connector. And so if the handle is not 100% secure, OR you have something funky going with the MI interface on the cold shoe, it CAN give you false errors in the IO Board. Also i was not getting a media error popup, but i was getting some even more funky errors about frames not being recorded successfully and other weird stuff! But when i checked the footage out on another device, everything was perfect!
Thanks for sharing the next development in the saga. That's really disappointing to have the weather sealing issue overlooked by the repair team. It's great that they offered a free fix for it, but that means more downtime for you. Unless you tried doing it yourself.
Wow. It would be nice if Sony would ask to see your next shoot Transcripts of days and hours, and pay for the rental of them since you are a legit business While your camera is being serviced, it only makes sense Car dealers basically gives you a rental while your car is being serviced. Thank you for your video. I’ve learned something.
I can't believe they messed up reassembling your FX6. I can tell you that I had the same Vmount back and the smaller screw hole became stripped very quickly and I went back to Tilta vmount back.
Wow. Thank you for this review David. Very telling that Sony will not give you a loaner after they have F’D up. If this is the customer service YOUR afforded, I can’t imagine how it would turn out for the regular joe.
@@storytellingproductions9927 I don’t think they have any clue who I am. I haven’t linked my channel. I’m just a serial number on their repair queue. A loaner isn’t that much to ask!
It really isn’t David, and in my view that the most troubling part. Is like tell me “you don’t care” with out “telling me you don’t care”. Sony could use a customer service refresher! 😢
I understand your hesitation with the Pyxis. No prores and no autofocus built in camera are for sure drawbacks when coming from what you’re use to. I will say there are workarounds though. You could record directly to a BM video assist monitor and get ProRes and you could get LiDAR for auto focus jobs. I also wanna mention that Braw isn’t as scary as it sounds. It’s insanely flexible and often smaller in size than ProRes depending on the compression you choose. It’s my default when client doesn’t request otherwise.
@@CornOffTheCobb The immediate roadblock is I offload files to client before leaving the site. They have no clue what to do with braw and there isn’t time to transcode. External recording to a monitor would work but now I’m introducing more vulnerabilities. I really prioritize internal recording as a workflow rule.
Unfortunately, the lack of care you experienced with Sony service is in line with my experience as well. For that reason I exclusively take my F55 to Band Pro and they are so much better with their communication and their care.
do you have any local rental houses that are certified sony repair centers? the bigger houses in LA/New York/chicago/atlanta are certified to work on most of the big manufacturer's cameras.
@@davidmorefield Yea... and clearly they suck. Perhaps a 3rd party repair center would be better in the future, especially because the camera's out of warranty and you're paying full price for parts anyways.
Sorry for the bad experience. I’d tell them the weather seal is a defect, not cosmetic, as it’s not able to do what it needs to do to protect the camera. Is the person you’re corresponding with a Sony employee? Or they are an authorized repair center?
Damn as someone who's considering a switch to Sony, their customer service is a turn off. I had both of my R3's serviced a month ago and Canon gave me loaners for both while they repaired it.
I'd argue that this is not just a cosmetic issue. If the weather sealing is sticking out then it isn't doing it's job. Sorry you've been dealing with that chaos.
@ 😂 we all roll the dice when buying cameras. It sucks that this is happening to you. Recommendation RED Komodo are great. I have the RED Komodo’s might be good to look at.
@ I would go for the ox if I switch. Honestly there’s too many bells and whistles I’d have to give up though. Would be nice to get consistent gigs that required that r3d workflow.
Super frustrating situation continues… I think you’ve got some solid advice in the comments, I totally understand wanting to stay respectful but sometimes you can push enough to get what you want - I had a similar situation with a MacBook with Apple that had a recurring issue acknowledged by many as well as another problem that was caused by the repair of the first issue. I argued back and forth with them in store, over email, and phone calls for over a month until they finally caved and gave me the repair free of charge. I got what I wanted in the end, but it cost a lot of time, energy, and headache - I think you could push back on Sony until they give you a loaner or a discount or a refund or something, but it’ll take some battling and it’s up to you to decide whether that’s worth it for you. Sorry for the headache it really isn’t fun - hoping for the best and resolution soon!
I’m fully invested in Canon. That being said. It is simply insane that Canon patently refuses to compete with Sony in the video market. Sure the c70, c400 etc are amazing cameras but the lack of an FX3 competitor is going to be the death of canon cinema. No, the R5 is not even close. No, the C70/C80 are not in the same form factor or price point. I cannot wrap my head around Canon’s incompetence in creating a video only mirrorless camera that isn’t crippled. Something that can be used by people who are starting out or people who need a gimbal camera, C camera or crash cam. I look at how seamlessly my friends can have their FX6 or FX9 on sticks and have their FX3 on a little ronin and I’m jealous. Canon execs must be insider trading and shorting their own stocks at this point. It’s maddening.
@@keylanph Finally someone who understands my frustration from when I was in 2022. That’s what ultimately lead me to investing in Sony. I didn’t want to anchor myself to a company like that.
@ I understand your frustration but I think from a logical standpoint it’s kind of à either live with it or change it situation, could also be you just had an isolated incident with their costumer service I mean, they are a huge corporation, stuff like this is bound to happen to someone eventually
@@davidmorefield you are entitled to being pissed off for sure, I’d be mad if it happened to me But yeah I think it’s best to roll with the punches and keep it moving How’s it been without the FX6 btw? Feeling ok with just the A7SIII?
Your whole Sony ecosystem rant is the most real argument I've heard for why Sony. In the end, at this point, all these modern cameras are awesome tools. But I believe what you said about established workflows is almost always true for any business or industry where change has too high of a cost. For example, how often do companies with 100s of employees switch payroll systems? How often do car dealerships switch the makes they sell? Etc. Sony makes awesome glass (a lot of it) and great cameras but that's just standard business. The others will catch up to the glass offerings eventually. And they will catch up to the autofocus, eventually, too. Sony is winning because they built the right tools at the right time and became the standard professional workflow for the side of the industry you're in. I think some of the evidence for this is in their financial reports. Sony and Cannon, both being public companies, have to tell us how they're making money every quarter. Sony has but a small fraction of the sales of Canon but actually earns more than Canon. That's because the majority of Sony Imaging's sales are professional (and more expensive) cameras; like FX6. TLDR; your rational for sticking to the FX6 is rock solid.
Tbh, if I were you, I would have ditched Sony long ago instead of giving them more of my money. Customer service is unacceptable. Thankfully I haven’t had a problem like yours with my Canons (started with the OG C300 in 2010) but their support was always great! And to be fair - I praise Canon for not shipping unusable cameras in the first place. Wish you luck!!!
@@costa_konstantinou_dp if you watch the beginning of the vlogs two years ago, it shows I was a canon user for years. Most recently the c70. I was needing an fx6 style camera and canon was dragging their feet for years, wasting time and not offering a tithing comparable. I’m glad I switched bc I would’ve had to wait 4 years for a c400! I can’t invest my career into a company’s that innovates that slowly. Who knows if I made the right decision with Sony. Time will tell!
@ I do completely understand! I follow your journey from the beginning and saw your progression. As I‘m not exactly in your position (I run a production company with a small studio and gear rental in a major city here in Europe) I can’t tell you what to do. Approximately 30% of my jobs are still one man run and gun jobs, and never have I lost a client because I didn’t have the right camera. It might occasionally happen, that a client requests an FX6/9 - but fortunately there are enough for rent in my area. Tough situation you are in. Thanks for your commitment on educating us all!
I think what happened with your camera is that the battery could not provide the necessary power to the monitor and the camera at the same time. I have seen that a camera with a V Mount battery is receiving, let's say, 18v that it needs and when you connect the monitor it no longer receives the 18v.
CANON CPS would probably have given you a loaner (if they could) also it may be best to go through the retailer you bought it from especially if they have a rental department they may also be able to help. I would avoid doing any home repairs that may void warranty on the repair done.
Not to say you should buy a canon though having that support can be a make or break also Sony professional services could help though you may need to pay for these services
Man, sucks this is happening. Blackmagic service center left a similar bad taste dealing with the Ursa 12k. I almost swore off BM cameras because of it. "The devil you know..."comes to mind when switching camera systems. If you use a Pyxis, you can record pro res with the 12g recorders. Im not trying to convince you because you'll lose autofocus and a slew of comfort features you are use to. Wishing you the best, I know you'll figure it out!
@@alvinburrell $5k. If you are going to suggest a comparable camera, it would be: $8k for c400 $700 for media $1k for bpa batteries $4k for lenses $13.7k for an ecosystem switch. Not something I’m interested in doing.
If it's possibly a power supply problem ,I would keep a 35WH BPU in the camera , when you can. RE the weather seal , I admire your patience ! Does Rob know you have a TH-cam channel with close to 8k subs , TBH if this happened to me and they wouldn't even give me a loner ,I would have gone thermo nuclear on their arse. And completely blow torched them , hanging by piano wire , on my channel , name and shame . It's not cosmic , it's a weather seal !! It's like saying totally worn tyres on a car is fine because the car still drives.
That doesn't surprise me that they missed something so obvious in the repair. It is excessively hard to actually find good repair techs and keep them at a company. This is why I have most of my income from an on staff contract. They supply all the gear, so I don't have to own anything if I dont want to. Its not the most exciting work, but it pays enough at my level.
@@davidmorefield usually about 80% of my total income. Enough to cover all my family's essential living expenses and bills as a sole income. Its a stable option for sure. I have often considered going 100% freelance or more likely doing my own production company full time, but I think the time, cost of keeping up to date with gear, insurances and admin time I would be at about the same income per hour at the end of the day but with more risk. Its what works for me for the last 5 years anyway.+ 😊🤙
Your video is 100% on point… unfortunately for you SONY agrees with you. They understand their market advantage and that they have you “trapped”. Improving their customer service is seen as an unnecessary expense. At this point your only viable option is to get another FX6 as backup… which is exactly what SONY wants you to do. 😢
Whoever buys a fx6/fx9 surely Sony knows that these are professional people that cannot afford to be offline. The fact they refused to give a loaner even a fx3 is diabolical especially if it’s due to their fault
@@Abdi_Mohamed_ A c80 would require new lenses, new media and new batteries. Run the numbers again. I have zero guarantee, you are correct. I do have the new warranty though.
Sheesh. It would be nice to know what caused the issue so it can be avoided. Cmon Sony. Do you have Sony Pro Support? You might get better service with it.
Anyone know if the FS7s were ever so problematic? Tbh idk if I’d want to upgrade to a fx6 in the coming years after this issues you and others have had😵💫😬😫
I am the 3rd owner of my FX7, I use it once a year for a particular client, it always works! The rest of the time I shoot with my FX6, for me it's been bullet proof. Autofocus when I'm on the Dana dolly for an interview, is a game changer as is variable ND
Sony Cams are just more popular right now and it’s what producers are used to. The irony is what Sony was in the lead during the FS7 days too, Canon’s faltering really put Sony in the lead. As an editor who has had to deal with like every camera format you can imagine I both understand the “workflow” argument but also don’t get it at all. But I get that a lot of teams get into a flow and workflow and want to stick to it. BUT the biggest thing I see is more the matching argument, IE they are matching other Sony footage or other Sony cameras so it becomes less work to match Sony to Sony. Really lame that Sony never explained the issue. Or didn’t diagnose it fully. It’s a 4 year old camera now and I think whatever they follow it up with will use a different sensor, likely 6K and who knows, maybe it will reboot the ecosystem and a baby Burano will be next.
@ considering Sony INVENTED vmount you would think it would be on more cameras. But I think the they just adopted the batteries from their popular EX3 line from back I the day.
@@AcastroAX there all bad 😂. You have to have back ups with gear. I buy two A cameras (FX6) and two B camera (FX30). Many companies have Sony workflow as he mentioned, so pretty hard to not have one if you want to be in freelance.
Thats a very sloppy job by their Sony techs. They should compensate you for that. For the battery, I removed my Tilta V mount adapter and bought 2 BPU (one from Swit and one from Smallrig as a back up). Im slowly getting scared and really thinking of switching to Canon at this point. hahaha
@@iamalexchua if you are going bpu, I would not go smallrig. That is the vmount brand that myself and other users were using at time of error. They are not industry tested or accepted.
@ Based on my experience I would buy the annoyingly high priced Sony version. However, I do know the crew at UFC use 3rd party ones that include dtap. Core is a great brand as well.
@@CornOffTheCobb The Ursa is the most powerful camera on the market, faster readout speeds and better DR than the Sony venice at a fraction of the cost. You wanna keep bootlicking and dickriding a corrupt greedy company go ahead pleb
Well the warranty is fairly useless at this point. They charged you $2k to replace the board. I don't think there is warranty coverage left any longer.
Wow that makes sony look really bad. That is not cool at all. They should've compensated you in some way for that error on their end. Did you deal with sony usa or sony japan?
@@davidmorefield Noted. Hope I never have to deal with them. I've heard of great customer service from Sony when its a well known DP using their cameras.
have you considered the c400? JK lol man I can't even imagine how miffed I'd be to get the camera back after that wait to not be put together properly :/ Idk, I can't speak with authority on this of course but I feel like with your network and skills that you'd be able to get back up to your current level of work client-wise with the Canon line, maybe it just seems that so many more want Sony since perhaps a lot of your leads are already within that sort of side of the industry so to speak. I know people requested Sony when you used to have Canon and whatnot, and there are likely many listings with Sony requests but I think you'd be able to carve your way back relatively quickly if you did switch at some point. I just feel like the whole repair saga leaves a bad taste especially if something like this were to happen in the future, wouldn't want to deal with what seems like less than stellar customer support.
@@allen_bernardo_jr Yeha even when I had canon there were Sony requests and still to this day. My lelel of the market largely operates with that brand. C400 sounds great. I’d love to test it.
First off, Sony is really screwing up in the customer service department. From your issues, as well as others to their firmware updates....they obviously just don't care anymore. While I will not cut my nose off to spite my face, I am starting the process of moving away from Sony gear because of these reasons. My Sony A1 and A7sIII are up for sale. I still have my FX6 cameras and my FX3 cameras, but, as you say, they are requested. Regarding your batteries, I have started moving my Core Hypercore's over to their new Core Poweredge batteries because of the regulated output cables. This will protect all of my equipment in the future.
@@davidmorefield I haven't decided yet to be honest. I have Red Komodo-X cameras as well as Blackmagic cameras. Neither of them are as flexible or have the same features as the Sony's do right now, specifically the autofocus and low light flexibility that's pretty much fail proof. I am looking at the Nikon cameras but they really have to be built out so I am having an issue with that. One thing that is interesting is that the Sony Burano camera is a cinealta camera, so it uses AbleCine as an authorized repair center vs the other one that you, and everyone else, have to use. If I could get past the price point of the Burano I would go there...but it is just not a $25,000 camera to me. Short answer to your question...I don't have a replacement yet. But I am looking.
@ Burano would be a nice option for me as well. It’s just funny though. My career level does not need the features or price of that camera. But my everyday usage could greatly benefit.
@@davidmorefield I am the same on the corporate side of things. I could use it for the virtual production side of my business but my 2 Komodo-X cameras at $7,000 each handles that. For me to get the Burano and use it dual purpose would still be as much as my 2 Komodo-X cameras AND my 2 Sony FX6 cameras. And the personal benefits cannot justify that cost, no matter how much I would like to get one. Bring the Burano down to $15,000 and I'm in!
Yeah i'm sorry but it's completely wrong to have to reorient your whole setup because sony cannot handle basic issues. If the device cannot make compensations for faulty external gear then it is not engineered well enough, ESPECIALLY with the nature of this camera. Very sad to see I hope you have better luck in the future.
Maybe consider the original black magic Ursa if you could live without autofocus. You get the Prores codec and form factor as well as IO. VMount plate is integrated into the body. Way more affordable. Great for recording internal audio even without the top handle. You need to get to the point where people hire you for your skills not the gear you own. New cameras come out everyday just pick what you enjoy using the most.
@@scott_stevenson Yeah that’s a great system. At this point, I cannot make a camera decision based on my preferences. Wouldn’t be a smart business move. Ideally in the future I don’t own any gear.
Trust me, they'll say it's a cosmetic issue and won't affect the operation, but as soon as something goes wrong they'll say; "Well you shouldn't have used the camera, you should've sent it back immediately after noticing the issue". So whatever you do, DO NOT USE IT before it gets fixed. EDIT: I'm advising you to strongly consider having a small OEM battery inside the camera as a buffer to future power issues just to isolate/buffer the mainboard from voltage or current surges in the future
![Overrated: Camera features that don't matter [ft Gerald Undone]](http://i.ytimg.com/vi/SlLbkeNH9to/mqdefault.jpg)
Hi!! The company you are contacting is not Sony. It’s an external company that provides service to Sony because Sony doesn’t have service here in the United States. The same thing happened to me with two cameras. You need to call Sony and explain what’s happening to see if they will reintegrate. This happened to me with the A7 III, and what Sony did was send me a new camera, and I paid around $800 when the A7 III cost almost $2000. So, I recommend you contact Sony directly and notify them of what’s happening with the company providing the service there.
@@LeuyinTv The rep I’m speaking to has an email address from @sony.com.
Their contact info is with Sony Professional services in NJ. Where do you get the phone number?
Great point. Now that I think about it, I wonder if Sony also allows repairs at "Certified Sony Repair Centers" that will allow customers to drop off and pick up the camera?
Wait are we completely passing that YOU HAVE A CAT WITH YOU IN YOUR HOTEL!!??!??! I gotta say that's gotta be the best way to spend time in a hotel
@@chillwill1083 Haha you’re the first person to mention it. Yes, this is for my retainer client. We travel twice a month, four days each. So it’s worth it to bring the kitty!
I couldn’t focus on the video because of the kitty😂😂
Cat
Maybe by the end of 2025, those same clients will be requesting the C400 haha, I just got one & wow is it a tank meant for real work! Sorry to hear your problems with Sonys service. Canons CPS has never let me down, good team of pros.
Love your content!
Agree with Canon service being on point. No matter the country I contacted them in they were always amazing and tried to fix everything locally. I run a C300 MkIII and every client, especially in news, asks for Sony. Thankfully, given the market I am in, I can get away with saying "I'll give you nicer files or you rent a Sony for me, your choice." and still get the bookings. But I doubt they will come back to Canon unless Sony drops the ball hard.
@@memostothefuture agree. One stellar camera remade from canon will not shift the entire market in a year. It would take extenuating circumstances. I don’t see that happening.
@@davidmorefield I agree, the Sony brainwashing is really strong and it is Canons fault that they let it get this way by not being competitive for many years now. It’ll take at least one or two more good Canon cameras and a few years for them to take market share back from Sony, sadly.
@@davidmorefield Yeah, the thing is that Sony's last generation (A7S3, FX6) is "good enough" that e.g. TV clients and a lot of corporate clients are happy, satisfied and it's good enough. They have existing pipelines, just like you said with grading. The BBC will tell everyone now "we are a Sony shop" and so do many other stations in that segment. Me showing up with Canon is not a big deal when transmitting via a LiveU but when I hand them files I might as well grade (or, realistically, adjust the BT709) myself.
David,
You are not alone. We sent in our FX6 for a stuck pixel issue that APR couldn’t compensate for. When we got the camera back there was no function in the handle, no audio, nothing. The handle was never an issue prior to this. We sent it back again and got it back with a service report. The technician had forgotten to connect the multi pin connector in the body to the handle mount location.😳🤯
@@davidnystul8345 that’s horrible 🥲
Sent a brand new lens in for repair (was blurry and wouldn't focus). 3 weeks later got it back, and it was exactly the same. Sent it back again, and it finally came back fixed. Really hate being tired to a brand. Sony makes good stuff when it works. They have terrible service though.
All pro cameras go down and require service. Consider reseating the side cover yourself as someday you’ll be on a boat or mountain with no service to assist. Build your confidence making minor repairs.
@@CrankyCameraman I don’t mind doing so but I fear it will give them basis to void their warranty. First time dealing with this.
I agree Here I say repair the seal yourself. It might Void the warranty but It could get you to have a full working camera again.
@@JanWilliamsBailey With him being in Florida, especially, I'd be paranoid every moment that camera is even in the state without good weather sealing. So much humidity in the air there year round compared to places like where I live that are the desert.
If someone put a hole of $2,500 in pocket, I’d expect them to put it back together correctly, not all of us have a the technical advantage.
@@danbrockettDOP that’s why I recommend him fixing it himself, I live in the UK and we have crazy high humidity daily. And yes it is a worrying amount of money to spend on repairs and not have it built right. I would be pissed. This is why I’m sticking with Canon.
When the Sony A7 III first came out, I was so excited to get it. However, at the first event where I was taking photos and filming, the camera kept turning off. I restarted it, and it seemed to work for a while, but then the issue happened again.
I spoke to the camera shop about it, but they were useless. So, I contacted Sony, sent the camera off to them for repair, and they sent it back to me. Unfortunately, the same problem persisted. I ended up sending the camera back and forth to Sony six times. They eventually replaced the motherboard, but by then, I no longer wanted the camera.
I spoke to the camera store again, and they told me that as long as the camera was technically "working" on paper, I could sell it, and it would still be covered by warranty. So, I sold it. After dealing with the same person at Sony for so long, they felt bad for my experience and offered me 40% off any of their cameras. With that discount, I bought the A7R IV.
What I’m saying is this: tell Sony how unprofessional their service has been, how much money and time you've lost, and how much frustration you’ve endured with their products not being repaired properly. Ask if they can offer a discount or some other form of compensation for what you've been through. If they do, you could sell your current camera and use the discount to invest in a new one with a better warranty.
From Stewart
@@stewartmunrovideo Thank you for sharing Stew. I’m trying to keep my reporting in a respectful manner but it’s frustrating to say the least.
Really the only camera I would consider is a burano. I don’t see them offering that.
I will contact the rep again to see if there is anything they can offer.
@davidmorefield
Mention to the sales representative how not having the camera is affecting your work and peace of mind, and how you're losing jobs because you don’t have the proper cinema camera. I’d also recommend giving them a call and letting them know you want to escalate the issue to the next level to see if they can resolve it.
When I dealt with a similar issue, the people I was initially speaking to were only responsible for fixing the camera and had no interest in hearing me out. Eventually, I got in touch with someone who was a filmmaker himself, specializing in wedding videos. I think he felt sorry for me and escalated the matter all the way to the top of the Sony Australia corporate ladder.
Don’t let them push you around-stand your ground and make sure your concerns are heard.
@ I’ll see what I can do.
I gotta know, you're at a hotel on a job and you brought your (super cool) cat with you?? That's awesome.
@@nathanisings_ Yep!!
Wow David, your experience has totally soured me on Sony service and my FX6. It's like they don't understand that people who buy their $6,000 cameras use them to make a living. And as long as they have your camera, you are losing money by having to rent or not be able to take work. Maybe the FX6 is going to be a like owning a traditional Jaguar or a Ferrari where you have to buy two of them to have one working unit that you can count on.
I have to say, my experience with Canon Service on issues with my C200s and C300 MKII have been REALLY good, like one week or less turnaround, great communication, and Canon has a support program where they WILL lend you a camera while your camera is being fixed. I guess Sony doesn't offer that. I still assert that the FX6 is a prosumer quality product, not a pro product and this is what you have to expect using a prosumer product for professional work instead of a pro level product.
I agree with you about the Sony brainwashing with the market, I too get plenty of not requests, but DEMANDs that I shoot Sony. Hopefully with Canon's resurgence, the market will become balanced like it was in the C300 MKII/FS7 MKII era when you could use either and most clients were happy. If I had a choice, I would dump my FX6 for a C400 in a heartbeat, I think it's a better camera and I KNOW that Canon service makes Sony service look like a joke. But I bought the FX6 specifically for one client for a recurring job who utilizes their in house Sony A7 SIII and A7 IV. They love my FX6 more than I do.
Great comparison to Jag mate and I have an XF with niggles! Lol. But the fx6 is not even in the same league as the incredible c400 though;)
@@danbrockettDOP This whole situation has been frustrating. Especially since I cannot get them to see my side.
@@davidmorefield I can tell you from experience that if you had 150k followers, Sony would have been at your beck and call. Just reality.
@@danbrockettDOP That was my mistake the whole time! 😅 Man I wish I did have that following bc I think you are 100% correct.
@@davidmorefield Gerald or Potato Jet would have had a replacement camera in their hands inside a few days. That's just the world we live in, nothing against those dudes, they're great. I'm glad that even with your limited following, you are giving a lot of newbs and other FX owners a look into how Sony treats their customers in the real world. Knowledge is power and you are arming at least few hundred/thousand with this knowledge, I hope it costs Sony sales frankly, just as I hope that their insanely bad handling of the whole FW update debacle has hopefully cost them thousands of sales. And what's worse is when Sony effs up, they REFUSE to admit it.
I used to deal with Sony as a retailer and on a wholesale level for electronics and they have always been the most arrogant manufacturer, it's not just you, they have always treated most of their customers like crap. I can't complain about my experience over the Summer with Sony Service LA, they were very nice to me and did follow up, although it took them a freaking MONTH to obtain four little $1.00 screws for my FX6. I lost $1,400 in rentals while my FX6 took a month vacation there. So my FX6 already cost me $7,400 to own. That's why I've repeatedly said that I would have easily and happily just paid $7,500-$8,000 for an FX6 that was built to pro level, not prosumer level. Same camera, same features, just with a good, metal, normal diameter mic mount, a dumb , easily changeable top handle with zero electronics in it, a side grip that wasn't loose no matter how you tighten it, a menu scroll wheel that doesn't jump through the menus like a slot machine, in body XLRs, etc. You know, a pro camera? They could have just called the FX6 Pro.
HI! Idk if you will see this comment, but we have gotten a very, very similar issue with the fx9, the same (media accessory board - i/o board) looking error code:
The issue all along was the top handle that was never checked to be tight and because it moved it was having imperfect contact or even shorting out other pins and erroring the camera out!
I was scared shitless as the DIT and Camera assistant since it was a high profile job and we had no way to get another camera at that time, even worse, it was a studio owned camera, not a rental one, so we would have been out of commission with the camera for a while if it was actually broken.
@@bivoleduardioan8340 my error code was e95-125. Is that what you had?
I don’t believe I had a top handle issue. It wasn’t touched during recording, wasn’t adjusted before or after. When I did take it off to send the camera back, it was secure.
@@davidmorefield We weren't touching the top handle either as we were on the tripod the entire shoot!
The error code was E91-185, which is a comms issue between mainboard and io board, which have nothing to do with the top handle, but it does influence the IO board because the MI hotshoe on the handle links directly to the io and rec board because of the MI shoe's ability to attach to a sony audio reciever on that connector.
And so if the handle is not 100% secure, OR you have something funky going with the MI interface on the cold shoe, it CAN give you false errors in the IO Board.
Also i was not getting a media error popup, but i was getting some even more funky errors about frames not being recorded successfully and other weird stuff! But when i checked the footage out on another device, everything was perfect!
@ What a rollercoaster! Thank you for sharing
Thanks for sharing the next development in the saga. That's really disappointing to have the weather sealing issue overlooked by the repair team. It's great that they offered a free fix for it, but that means more downtime for you. Unless you tried doing it yourself.
@@GeorgeGuillory no I do t want to repair it myself and risking losing the new warranty or incorrectly assemble.
Wow. It would be nice if Sony would ask to see your next shoot Transcripts of days and hours, and pay for the rental of them since you are a legit business While your camera is being serviced, it only makes sense Car dealers basically gives you a rental while your car is being serviced. Thank you for your video. I’ve learned something.
@@sprocketslip4564 it’s a bummer that they’re not offering anything!
In the end for peace of mind and the longevity of the unit, I would send it in for repairs and probably rent another unit.
I can't believe they messed up reassembling your FX6. I can tell you that I had the same Vmount back and the smaller screw hole became stripped very quickly and I went back to Tilta vmount back.
@@_FrontFootFilms_ You’re the second person to mention this happening to them. Such a bummer.
Wow. Thank you for this review David. Very telling that Sony will not give you a loaner after they have F’D up. If this is the customer service YOUR afforded, I can’t imagine how it would turn out for the regular joe.
@@storytellingproductions9927 I don’t think they have any clue who I am. I haven’t linked my channel. I’m just a serial number on their repair queue.
A loaner isn’t that much to ask!
It really isn’t David, and in my view that the most troubling part. Is like tell me “you don’t care” with out “telling me you don’t care”. Sony could use a customer service refresher! 😢
Get that 32 bit float recorder for backup recording and send output mix to your camera. That should be what’s next. And always dual record.
FYI: recorders like the Tascam X8 do not accept just any timecode box.
@@tonygarcia1986 I’m not buying an external recorder. Dji’s have internal record.
Sony is the worst service company in the industry for sure!
RED is worse
By far the worst. Ps Vita, Ps4, tv, all within the warranty, their reps said so, or wanted to charge lol 😂
I understand your hesitation with the Pyxis. No prores and no autofocus built in camera are for sure drawbacks when coming from what you’re use to. I will say there are workarounds though. You could record directly to a BM video assist monitor and get ProRes and you could get LiDAR for auto focus jobs.
I also wanna mention that Braw isn’t as scary as it sounds. It’s insanely flexible and often smaller in size than ProRes depending on the compression you choose. It’s my default when client doesn’t request otherwise.
@@CornOffTheCobb The immediate roadblock is I offload files to client before leaving the site. They have no clue what to do with braw and there isn’t time to transcode.
External recording to a monitor would work but now I’m introducing more vulnerabilities. I really prioritize internal recording as a workflow rule.
Unfortunately, the lack of care you experienced with Sony service is in line with my experience as well. For that reason I exclusively take my F55 to Band Pro and they are so much better with their communication and their care.
do you have any local rental houses that are certified sony repair centers? the bigger houses in LA/New York/chicago/atlanta are certified to work on most of the big manufacturer's cameras.
@@colemowery This was sent directly to Sonys repair office in nj.
@@davidmorefield Yea... and clearly they suck. Perhaps a 3rd party repair center would be better in the future, especially because the camera's out of warranty and you're paying full price for parts anyways.
@ Yes, I will consider that next time.
Sorry for the bad experience. I’d tell them the weather seal is a defect, not cosmetic, as it’s not able to do what it needs to do to protect the camera. Is the person you’re corresponding with a Sony employee? Or they are an authorized repair center?
@@marklholloway They are a Sony employee.
Damn as someone who's considering a switch to Sony, their customer service is a turn off. I had both of my R3's serviced a month ago and Canon gave me loaners for both while they repaired it.
I'd argue that this is not just a cosmetic issue. If the weather sealing is sticking out then it isn't doing it's job. Sorry you've been dealing with that chaos.
@@DaveBurns88 definitely not cosmetic if water gets in there haha
Did some research on this, did you have Sony Pro Support?
@@kelb89 no
Hmm. I was about to buy two FX6 and kind of stopping me right now. I have two FX30 for back up.
@@steve_arcenio Roll the dice.
@ 😂 we all roll the dice when buying cameras. It sucks that this is happening to you. Recommendation RED Komodo are great. I have the RED Komodo’s might be good to look at.
@ I would go for the ox if I switch. Honestly there’s too many bells and whistles I’d have to give up though. Would be nice to get consistent gigs that required that r3d workflow.
@@davidmorefield no worries man! Hope everything works out.
You are correct, all camera companies will have problems at some point, it’s how they are dealt with is what defines them.
Super frustrating situation continues… I think you’ve got some solid advice in the comments, I totally understand wanting to stay respectful but sometimes you can push enough to get what you want - I had a similar situation with a MacBook with Apple that had a recurring issue acknowledged by many as well as another problem that was caused by the repair of the first issue.
I argued back and forth with them in store, over email, and phone calls for over a month until they finally caved and gave me the repair free of charge.
I got what I wanted in the end, but it cost a lot of time, energy, and headache - I think you could push back on Sony until they give you a loaner or a discount or a refund or something, but it’ll take some battling and it’s up to you to decide whether that’s worth it for you.
Sorry for the headache it really isn’t fun - hoping for the best and resolution soon!
I’m fully invested in Canon. That being said. It is simply insane that Canon patently refuses to compete with Sony in the video market. Sure the c70, c400 etc are amazing cameras but the lack of an FX3 competitor is going to be the death of canon cinema. No, the R5 is not even close. No, the C70/C80 are not in the same form factor or price point.
I cannot wrap my head around Canon’s incompetence in creating a video only mirrorless camera that isn’t crippled. Something that can be used by people who are starting out or people who need a gimbal camera, C camera or crash cam.
I look at how seamlessly my friends can have their FX6 or FX9 on sticks and have their FX3 on a little ronin and I’m jealous.
Canon execs must be insider trading and shorting their own stocks at this point. It’s maddening.
@@keylanph Finally someone who understands my frustration from when I was in 2022. That’s what ultimately lead me to investing in Sony. I didn’t want to anchor myself to a company like that.
Get a 2nd FX6 for backup or rig out an FX3? Would that be an option?
@@sntsmov That’s an expensive option that doesn’t fix their customer service.
I own an a7s3 for backup.
@ I understand your frustration but I think from a logical standpoint it’s kind of à either live with it or change it situation, could also be you just had an isolated incident with their costumer service
I mean, they are a huge corporation, stuff like this is bound to happen to someone eventually
@ I completely agree with this. Sometimes my ego gets too big and I think I require more attention than others. Best to keep moving.
@@davidmorefield you are entitled to being pissed off for sure, I’d be mad if it happened to me
But yeah I think it’s best to roll with the punches and keep it moving
How’s it been without the FX6 btw? Feeling ok with just the A7SIII?
@ Luckily the gigs I was contracted for during these weeks are using the agency’s kit.
5:06 right there you explained the reason of your problem: "I'm rough with my gear".
@@TheGoodContent37 You haven’t watched the preceding 6 videos if you think that is the reason.
Your whole Sony ecosystem rant is the most real argument I've heard for why Sony. In the end, at this point, all these modern cameras are awesome tools. But I believe what you said about established workflows is almost always true for any business or industry where change has too high of a cost. For example, how often do companies with 100s of employees switch payroll systems? How often do car dealerships switch the makes they sell? Etc. Sony makes awesome glass (a lot of it) and great cameras but that's just standard business. The others will catch up to the glass offerings eventually. And they will catch up to the autofocus, eventually, too. Sony is winning because they built the right tools at the right time and became the standard professional workflow for the side of the industry you're in. I think some of the evidence for this is in their financial reports. Sony and Cannon, both being public companies, have to tell us how they're making money every quarter. Sony has but a small fraction of the sales of Canon but actually earns more than Canon. That's because the majority of Sony Imaging's sales are professional (and more expensive) cameras; like FX6. TLDR; your rational for sticking to the FX6 is rock solid.
Cine7 from SmallHD have touch focus via newest firmware :)
@@motionpikczer great to hear
sony One repairs in California - best guys out there if you need someone to fix your cam
Tbh, if I were you, I would have ditched Sony long ago instead of giving them more of my money. Customer service is unacceptable. Thankfully I haven’t had a problem like yours with my Canons (started with the OG C300 in 2010) but their support was always great! And to be fair - I praise Canon for not shipping unusable cameras in the first place. Wish you luck!!!
@@costa_konstantinou_dp if you watch the beginning of the vlogs two years ago, it shows I was a canon user for years. Most recently the c70. I was needing an fx6 style camera and canon was dragging their feet for years, wasting time and not offering a tithing comparable. I’m glad I switched bc I would’ve had to wait 4 years for a c400! I can’t invest my career into a company’s that innovates that slowly.
Who knows if I made the right decision with Sony. Time will tell!
@ I do completely understand! I follow your journey from the beginning and saw your progression. As I‘m not exactly in your position (I run a production company with a small studio and gear rental in a major city here in Europe) I can’t tell you what to do. Approximately 30% of my jobs are still one man run and gun jobs, and never have I lost a client because I didn’t have the right camera. It might occasionally happen, that a client requests an FX6/9 - but fortunately there are enough for rent in my area. Tough situation you are in. Thanks for your commitment on educating us all!
I think what happened with your camera is that the battery could not provide the necessary power to the monitor and the camera at the same time. I have seen that a camera with a V Mount battery is receiving, let's say, 18v that it needs and when you connect the monitor it no longer receives the 18v.
@@marcontreras it’s possible
CANON CPS would probably have given you a loaner (if they could) also it may be best to go through the retailer you bought it from especially if they have a rental department they may also be able to help. I would avoid doing any home repairs that may void warranty on the repair done.
Not to say you should buy a canon though having that support can be a make or break also Sony professional services could help though you may need to pay for these services
@@heartshapedfilms I don’t pay for Sony professional service but those are the people I am talking to via email
@@davidmorefield I assumed as much they're also different region to region I think canons in the UK is free for example or was
Man, sucks this is happening. Blackmagic service center left a similar bad taste dealing with the Ursa 12k. I almost swore off BM cameras because of it. "The devil you know..."comes to mind when switching camera systems. If you use a Pyxis, you can record pro res with the 12g recorders. Im not trying to convince you because you'll lose autofocus and a slew of comfort features you are use to. Wishing you the best, I know you'll figure it out!
@@bmefilms6879 This almost has me looking at canon. But after all the money I just spent for Sony specific accessories… I feel deflated.
just run the FX6 AND C400 🥳
@@louie8488 expensive decision
Are you a Sony PRO support member? Totally worth the $100/year.
@@BradBeaird I am not but the people I am talking to have that listed in their email address and signature.
Sony has nice products but the service has never relly been their strong side.
That's a bummer.. Hope it gets fixed, somehow.
@@HorizonProductions-m5g Me too 🤞🏻
Oh snap, how could they have missed that gasket... Argh!
@@ToxicMetropolis I’m saying.
Can you calculate how much this camera has costed you so far? I'm sure it's a great camera but...
@@alvinburrell
$5k.
If you are going to suggest a comparable camera, it would be:
$8k for c400
$700 for media
$1k for bpa batteries
$4k for lenses
$13.7k for an ecosystem switch.
Not something I’m interested in doing.
The broken english in his messages tells you everything
@@ideaplusagency 🤷🏻♂️
If it's possibly a power supply problem ,I would keep a 35WH BPU in the camera , when you can. RE the weather seal , I admire your patience ! Does Rob know you have a TH-cam channel with close to 8k subs , TBH if this happened to me and they wouldn't even give me a loner ,I would have gone thermo nuclear on their arse. And completely blow torched them , hanging by piano wire , on my channel , name and shame . It's not cosmic , it's a weather seal !! It's like saying totally worn tyres on a car is fine because the car still drives.
@@robinprobyn1971 at this pint I’m just trying to do the things that are worth my time.
5:00 cat
Has anyone else had the same problem with the Tilta plate and the FX6???
@@baker2880 yes, watch the preceding videos where I share the stories of others
That doesn't surprise me that they missed something so obvious in the repair. It is excessively hard to actually find good repair techs and keep them at a company.
This is why I have most of my income from an on staff contract. They supply all the gear, so I don't have to own anything if I dont want to. Its not the most exciting work, but it pays enough at my level.
@@jamesandcamera Smart tactic. What percent of your income is employee based?
@@davidmorefield usually about 80% of my total income. Enough to cover all my family's essential living expenses and bills as a sole income.
Its a stable option for sure. I have often considered going 100% freelance or more likely doing my own production company full time, but I think the time, cost of keeping up to date with gear, insurances and admin time I would be at about the same income per hour at the end of the day but with more risk.
Its what works for me for the last 5 years anyway.+ 😊🤙
@ Yeah I have no desire to spread myself that thin either.
Your video is 100% on point… unfortunately for you SONY agrees with you. They understand their market advantage and that they have you “trapped”. Improving their customer service is seen as an unnecessary expense.
At this point your only viable option is to get another FX6 as backup… which is exactly what SONY wants you to do. 😢
@@BryanBenoitPhoto Yep. I’m hoping there’s more competition in the market!
Canon Professional Services.
@@Nicksweddings My DM’s have messages from canon owners’ nightmares with them too. It’s not like any one brand is perfect.
Whoever buys a fx6/fx9 surely Sony knows that these are professional people that cannot afford to be offline.
The fact they refused to give a loaner even a fx3 is diabolical especially if it’s due to their fault
@@Abdi_Mohamed_ I agree.
You paid half a c80 to fix the problem with no guarantee it won’t happen again
@@Abdi_Mohamed_ A c80 would require new lenses, new media and new batteries. Run the numbers again.
I have zero guarantee, you are correct. I do have the new warranty though.
@@davidmorefieldI hear you but damm that’s a tough pill to swallow man. I’d be pissed off
@@Abdi_Mohamed_ stuck between a rock and a hard place
Sheesh. It would be nice to know what caused the issue so it can be avoided. Cmon Sony.
Do you have Sony Pro Support? You might get better service with it.
@@skymakai The rep is from Sony Professional Services.
@@davidmorefield Oh dang! Another $100 wasted!
@@skymakai $100?
@@davidmorefield Sony Pro Support costs $99/yr. Maybe you don’t have it then?
@ I do not. The email signature of the rep I’m talking to says Sony Pro Solutions. Not sure if he is part of that or not.
Anyone know if the FS7s were ever so problematic? Tbh idk if I’d want to upgrade to a fx6 in the coming years after this issues you and others have had😵💫😬😫
I am the 3rd owner of my FX7, I use it once a year for a particular client, it always works! The rest of the time I shoot with my FX6, for me it's been bullet proof. Autofocus when I'm on the Dana dolly for an interview, is a game changer as is variable ND
@@cneedelman1 Cheers
The C400 is too new to see how it really lands with clients and videographers. It might be a hit, too soon to call it.
bummer experience :(
@@Tommy_Beal big bummer
They’re gonna make you pay for their mistake too just like when they screwed up peoples firmware
@@wxjunkie Please I can’t take anymore incompetence.
typical sony experience ..
@@victorlolo2008 Which manufacturer do you use?
Calling this a “cosmetic issue” is saying that weather sealing is of no use at all. Not sure that’s the best thing to communicate
@@carlwingard8241 That’s what I thought!!
Sony Cams are just more popular right now and it’s what producers are used to.
The irony is what Sony was in the lead during the FS7 days too, Canon’s faltering really put Sony in the lead.
As an editor who has had to deal with like every camera format you can imagine I both understand the “workflow” argument but also don’t get it at all.
But I get that a lot of teams get into a flow and workflow and want to stick to it. BUT the biggest thing I see is more the matching argument, IE they are matching other Sony footage or other Sony cameras so it becomes less work to match Sony to Sony.
Really lame that Sony never explained the issue. Or didn’t diagnose it fully.
It’s a 4 year old camera now and I think whatever they follow it up with will use a different sensor, likely 6K and who knows, maybe it will reboot the ecosystem and a baby Burano will be next.
@@avdpost please just let it have integrated vmount.
@ considering Sony INVENTED vmount you would think it would be on more cameras.
But I think the they just adopted the batteries from their popular EX3 line from back I the day.
Buy a 2nd fx6 body. Cheaper option than all these days you are losing.
@@TexpatOTG Fortunately, I was able to retain all of my gigs bc the projects supplied their own gear.
@davidmorefield Great!
I would say buy a 2nd FX6 at this point if your clientele is Sony base.
And run with bp batteries and separate batteries for the monitor. Sony offers financing, and believe it or not, Canon Financing will sell you a Sony.
I would never give another cent to a company that is this bad at service.
@@digitten I only buy Sony brand for accessories. Never had any problem with Sony for 10yrs.
@@AcastroAX there all bad 😂. You have to have back ups with gear. I buy two A cameras (FX6) and two B camera (FX30). Many companies have Sony workflow as he mentioned, so pretty hard to not have one if you want to be in freelance.
@@steve_arcenio yeah, the bp-u batteries are Sony. A couple of bp-u70 or bp-u100 batteries would cover a day’s shooting.
SMH That’s not cool. A lot of companies stink at customer service. They could have at least sent a loaner camera.
@@soulhustler1200 I’m saying
DAMN....I JUST BOUGHT MY FX6 FOR AROUND 2900.. brand-new....no way I pay 2000 just to fix it...that messed up...better to buy new one off ebay...
@@corriecatlin7900 Buy a new one off eBay and skip the warranty, I don’t like that idea.
This is really unacceptable customer service imo. Both of the times it was out of your hands, they should've definitely made life easier for you
@@sebastianFZE You would think!
Get another fx6
@@sertocd I have an a7s3 as backup during this repair time.
@@davidmorefield good luck with your shutter angles.
@@sertocd I prefer to have shutter angle. However, that won’t break the production.
@@sertocdBro what? 😅 who cares if it’s angle or not. It’s gonna work the same in a pinch
@@Barricade217 You might wanna know more about ND filters and shutter angle before calling them "same"
Thats a very sloppy job by their Sony techs. They should compensate you for that.
For the battery, I removed my Tilta V mount adapter and bought 2 BPU (one from Swit and one from Smallrig as a back up).
Im slowly getting scared and really thinking of switching to Canon at this point. hahaha
@@iamalexchua if you are going bpu, I would not go smallrig. That is the vmount brand that myself and other users were using at time of error. They are not industry tested or accepted.
@@davidmorefieldthank you! Will sell the Smallrig and get another swit
@ Based on my experience I would buy the annoyingly high priced Sony version. However, I do know the crew at UFC use 3rd party ones that include dtap. Core is a great brand as well.
@ thanks for this man.
Absolutely horrendous service. Sony will soon lose market share at this rate. I for one will NEVER be buying another sony camera ever again.
@@Samvisualarts Which brand did you purchase instead?
@@davidmorefield I'm letting go of my sony systems and going all in on BMD. PYXIS + Ursa Cine LF combo
@@Samvisualartsa man of taste 😂
@@CornOffTheCobb The Ursa is the most powerful camera on the market, faster readout speeds and better DR than the Sony venice at a fraction of the cost. You wanna keep bootlicking and dickriding a corrupt greedy company go ahead pleb
@ please lmk how your experience goes! I would like to hear from more everyday Pyxis owners and not just TH-camrs.
My only suggestion is to unscrew the body panels and properly seat the weather seal yourself.
@@Brian-Hansen I believe it is that simple however I don’t want to give them any basis to say I voided the warranty.
Well the warranty is fairly useless at this point. They charged you $2k to replace the board. I don't think there is warranty coverage left any longer.
@ Yes, there is a new warranty after the repair.
@@davidmorefield I see
Wow that makes sony look really bad. That is not cool at all. They should've compensated you in some way for that error on their end. Did you deal with sony usa or sony japan?
@@AlexanderTheFirstMate Sony USA. Their repair branch in New Jersey.
@@davidmorefield Noted. Hope I never have to deal with them. I've heard of great customer service from Sony when its a well known DP using their cameras.
@@AlexanderTheFirstMate I guess I need more followers haha
@@davidmorefield Haha true, or they could just treat everyone equally!
@@AlexanderTheFirstMate Well based on these comments, many people have been treated as such.
This is why i always have two of the same cameras. Things happen, backup is essential.
@@andersistbesser I have a backup. Doesn’t make this situation any less annoying.
Cosmetic issue, THATS SOME BS. wow
So is the weather sealing worthless "Cosmetic"? I cant trust anything from this service agent.
@@SonofSorenOfficial That’s a good point. It’s not cosmetic if it allows internal damage.
have you considered the c400? JK lol man I can't even imagine how miffed I'd be to get the camera back after that wait to not be put together properly :/ Idk, I can't speak with authority on this of course but I feel like with your network and skills that you'd be able to get back up to your current level of work client-wise with the Canon line, maybe it just seems that so many more want Sony since perhaps a lot of your leads are already within that sort of side of the industry so to speak.
I know people requested Sony when you used to have Canon and whatnot, and there are likely many listings with Sony requests but I think you'd be able to carve your way back relatively quickly if you did switch at some point. I just feel like the whole repair saga leaves a bad taste especially if something like this were to happen in the future, wouldn't want to deal with what seems like less than stellar customer support.
@@allen_bernardo_jr Yeha even when I had canon there were Sony requests and still to this day. My lelel of the market largely operates with that brand.
C400 sounds great. I’d love to test it.
First off, Sony is really screwing up in the customer service department. From your issues, as well as others to their firmware updates....they obviously just don't care anymore. While I will not cut my nose off to spite my face, I am starting the process of moving away from Sony gear because of these reasons. My Sony A1 and A7sIII are up for sale. I still have my FX6 cameras and my FX3 cameras, but, as you say, they are requested.
Regarding your batteries, I have started moving my Core Hypercore's over to their new Core Poweredge batteries because of the regulated output cables. This will protect all of my equipment in the future.
@@Justin_Allen Which camera manufacturer did you choose to go with?
@@davidmorefield I haven't decided yet to be honest. I have Red Komodo-X cameras as well as Blackmagic cameras. Neither of them are as flexible or have the same features as the Sony's do right now, specifically the autofocus and low light flexibility that's pretty much fail proof. I am looking at the Nikon cameras but they really have to be built out so I am having an issue with that.
One thing that is interesting is that the Sony Burano camera is a cinealta camera, so it uses AbleCine as an authorized repair center vs the other one that you, and everyone else, have to use. If I could get past the price point of the Burano I would go there...but it is just not a $25,000 camera to me. Short answer to your question...I don't have a replacement yet. But I am looking.
@ Burano would be a nice option for me as well. It’s just funny though. My career level does not need the features or price of that camera. But my everyday usage could greatly benefit.
@@davidmorefield I am the same on the corporate side of things. I could use it for the virtual production side of my business but my 2 Komodo-X cameras at $7,000 each handles that. For me to get the Burano and use it dual purpose would still be as much as my 2 Komodo-X cameras AND my 2 Sony FX6 cameras. And the personal benefits cannot justify that cost, no matter how much I would like to get one. Bring the Burano down to $15,000 and I'm in!
@ Hopefully that’s within the next two years!
you got up sold by sony.....there getting to big..and stop carring
Sony customer service is woeful. Worst in the industry.
Yeah i'm sorry but it's completely wrong to have to reorient your whole setup because sony cannot handle basic issues. If the device cannot make compensations for faulty external gear then it is not engineered well enough, ESPECIALLY with the nature of this camera. Very sad to see I hope you have better luck in the future.
@@limbitsafe6620 It’s a ton of money as well. I just want a working camera.
@ You pay a lot for it to work without a hitch lol so yeah pretty stupid situation you got put in.
Maybe consider the original black magic Ursa if you could live without autofocus. You get the Prores codec and form factor as well as IO. VMount plate is integrated into the body. Way more affordable. Great for recording internal audio even without the top handle.
You need to get to the point where people hire you for your skills not the gear you own. New cameras come out everyday just pick what you enjoy using the most.
@@scott_stevenson Yeah that’s a great system. At this point, I cannot make a camera decision based on my preferences. Wouldn’t be a smart business move.
Ideally in the future I don’t own any gear.
Trust me, they'll say it's a cosmetic issue and won't affect the operation, but as soon as something goes wrong they'll say;
"Well you shouldn't have used the camera, you should've sent it back immediately after noticing the issue".
So whatever you do, DO NOT USE IT before it gets fixed.
EDIT: I'm advising you to strongly consider having a small OEM battery inside the camera as a buffer to future power issues just to isolate/buffer the mainboard from voltage or current surges in the future
@@shueibdahir Yes I can totally see this happening!!!