Sony Camera: Common Fault with Screen

stormy1990s

I was wondering where I stood regarding a fault with my NEX camera after contacting Sony (as the retailer, Jacobs, has gone into administration). I had a years' warranty on the camera, bought in July 2010, but a problem with the screen has progressively got worse over time, and it appears to be a very common, manufacturing fault as many people have mentioned on various websites and forums.

I sent this email to Sony:

Hi
I have a first generation NEX-3 camera bought in July 2010 and increasingly the back screen has become delaminated, as if a layer within the screen as lifted away, predominately around the edges. Obviously my one year warranty has run out however after searching on the internet to look into how to fix the issue, it has become more apparent that it's a very popular problem suggesting a manufacturing fault as I've always made an effort not to touch the screen or leave the camera out in the sun. Here are some examples from forums and websites highlighting the problem:

photoclubalpha.com/2011/04/18/replacing-nex-lcd-cover-glass/#more-2559
photoinduced.com/9724/sony-touch-screen-anyone-else-have-this-problem/
flickr.com/groups/alpha-nex/discuss/72157627515553094/
dpreview.com/forums/thread/2979475#forum-post-38097213
dpreview.com/forums/thread/2978165
dpreview.com/forums/thread/3259649
bangkokimages.com/Articles/Equipment/entryid/1073/Sony-NEX-5-LCD-Screen-Repair-Experience.aspx
rangefinderforum.com/forums/showthread.php?t=122835
youtube.com/watch?v=wGukHaHf7w0&feature=youtu.be
pistonheads.com/gassing/topic.asp?t=1034627

I don't think I should be paying for a repair on something that is quite clearly a reoccurring fault rather than anything I've done or through general use. If you could get back to me regarding this I'd greatly appreciate it.

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They sent a generic 'Send the camera and we'll quote on repair' response, which I obviously wasn't happy with so replied:

'I don't understand the reply you have sent regarding the fault with my camera as your recommendations do not apply. The fact I've provided multiple links from websites and forums prove that this is a common issue and yet you have not addressed my enquiry and only stated that I send the camera to be quoted for a repair, which I don't believe I should pay for given the evidence shown.
According to the Sales of Goods Act 1979 your product should be of satisfactory quality and fit for purpose and last a reasonable length of time, and I would expect an item such as this to last a lot longer than it has.'

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They responded:

'Thank you for your reply.

In regards to your query, we can confirm that the damage, malfunction or other issues of the product could be possibly caused from or related to many factors such as operation’s environment, etc. Therefore, we warrant the Product against defects in material or workmanship under our warranty under Terms & Conditions. If the product breaks down during the warranty period, our customers can get in-warranty repair service.'

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Can companies place inherent issues under the warranty T&Cs? Doesn't this just allow them to create finite products that contradict the Sales of Goods Act of creating a product that lasts a reasonable length of time?

Does anyone have any advice on this?

Thanks!

P

mattyprice4004

SOGA applies to the retailer, who have gone bust. Your rights don't then move to Sony - you have no rights under SOGA now.

Sony can stick to whatever terms and conditions they want, the item is out of warranty so you'll get nowhere. They have no legal obligation to sort your problem.

If you bought it on a credit card Section 75 may be useful, otherwise you're paying for the repair.

Remember, SOGA is the SALES of goods act. Sony didn't sell you anything, so none of it applies.

Fosterdog

The first link you provided is a step by step guide on how to fix the problem yourself, it's as simple as peeling off the sticky film and replacing it. It's not the actual screen that's faulty but a protective layer over the screen so would probably be classed as a consumable item anyway and looks easy enough to do.