Sony Handicam
Product failure

Product Category: Video Cameras

Model Number: DCR-HC21E

I own a SONY Handicam (Digital Camcoder, DCR HC21E) which was purchased one year and 2 months ago (23rd December). However, I have used this camera only less than 5 hours so far for recording video. I confronted with a problem when I tried to download the content of the tape (cassette) into my system using the USB cable as per the instruction provided in the user's manual. After downloading a part of the content my computer got hung and stopped responding. When I restarted the system, I found that my system was not detecting the Handycam. My computer is powered by a Pentium 4 with Widows XP operating system. This was the first time I tried using this feature (content transfer from Tape to the computer) of the product. I approached I the nearest Authorized Sony service centre with the camera and after inspecting the equipment, they informed me that the circuit board has to be replaced to rectify the problem which would cost me more than Rs. 5000 minimum.! and there is no warranty for the replaced component! Moreover, the exact reason for failure is not known to the technicians! I am very much disappointed with this type of product failure that too, in the first instance of using a key product feature. These is no warning or precaution in the manual about this kind of susceptibility of product failure to alert the user. In fact, this is one of the main features that motivated me to invest in this particular product.

Now, I really have doubts about the reliability of Sony s latest products, especially with Camcoders. Is the technology used in Sony Camcoder prone to failures like this? Why a core feature of the product (transferring the content of the tape to a computer through USB cable) that is expected to be used very often fails like this? Have your R& D team or other customers ever confronted this problem? What should I have done to prevent this problem under normal circumstances?

Sony India customer care team and the people at the local service centre were not given me a proper and convincing answer as to why my instrument failed under normal conditions. Even after thorough examination they gave me only a few possibilities and probable causes for product failure which are ruled out beyond doubt in my case.. I still feel that company has the accountability to their customers who relied on their products, to ensure that they have offered them a trouble free and durable product. Since my experience with both local service centre and Customer support team are not satisfactory I feel that justice has not been done to my case.

These are my conclusions based on my experience with sony product & Customer support:

1.The Sony Handicam that I purchased is prone to failure under normal conditions.

2.The service support team is not competent enough to detect the exact cause of the problem (after thorough examination) other than giving assumptions (which are ruled out under normal user environment.)

3.After sale service and support are not pro- customer oriented.and there is no accountability on company's part for product failure.

4.Buying Handicam products of Sony is not advisable.

Company: Sony Handicam
Country: India

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