I would like to warn everybody about the lack of factory warranty service. As I think it's important to put as much pressure on Sony as possible, I also shared my experience with Lloyd Chambers, who helped to expose the shutter vibration problem of the A7r. diglloyd: Reader Experience and Concerns: Sony Service and Reliability.
I recently was in Iceland, where the temperatures were close to 32° F (0 ° C). I had purchased a Sony Vario-Tessar T* FE 16-35mm f/4 ZA OSS Lens, which I thoroughly tested before the trip. The lens immediately and consistently exhibited the following behavior when used outdoors, where it was always used in the manual focus mode: After a few minutes of use, when attempting to focus I would hear a “clunk” and the lens would go out of focus. At times it would make a high-pitch whining noise. Once this happened it was impossible to focus until the power was turned off and back on, at which time it would work for a minute or two before doing the same thing. This was not an intermittent problem, but happened every day during 10 days of use.
When returning I called Sony, and was informed they no longer had their own warranty service. The only option was to send the lens to Precision Camera in Enfield, CT. Precision’s web site shows that they service multiple brands. The lens was sent to them with a clear explanation that the lens only malfunctioned at temperatures around 32° F. The lens was returned with a note “Checks out OK.” They stated they cleaned it. I called and asked if it was tested at 32° F, since it always has worked normally at room temperatures and consistently failed when cold. The person answering the phone had no idea. Furthermore, she refused to transfer me to a technician, supervisor, or anyone with technical knowledge.
I then called Sony, who said I could send it back to Precision, but had no idea if they could test it at temperatures in which it failed. Furthermore Sony would not transfer me to any supervisor or anyone with any technical knowledge. Eventually the situation was settled after multiple calls to customer service by Sony taking back the lens and refunding the purchase price.
I'm wondering if anyone else has had a similar experience with Sony "service" - or lack thereof. How can we consider adding to our Sony system it the products can't be reliably serviced?