I saw this interesting article on PetaPixel and I also just saw this story on canonrumors and it is all a great reminder that there's more to owning a camera than the sensor or the body or even the lens. Support can be critical!
Matt Granger is a pro from Australia who's put together a great video that reminds us about what great support is like. In his case, Sony's support has been atrocious. And, for many of us, support is a good piece of the battle.
If you are a very small shop (meaning maybe just one body – tho I don't know how any pro could survive on just one body – they do sometimes break after all) then you may not even be eligible for support from the major brands.
Sony has just announced their own Professional service level – but you have to own at least 2 full frame bodies (plus 3 lenses) and pay $150 a year just for the privilege.
I was with Canon Professional Services for a while – which I think I was paying $100/year – and note like Matt mentions in the video, you have to have a certain amount of gear to even qualify – and I did receive very good support when I had problems. They were attentive, responsive, and much better than what Matt reports about his experience with Sony. I just don't shoot enough to justify the added expense.
But, as is pointed out in the video as well as the Canonrumors story – there's more to getting excited about camera gear and buying it… there's the ‘what happens if it breaks' issue and for some, that can be a huge part of the battle. So while many are bashing Canon and Nikon for not ‘keeping up' with other brands like Sony, there are some very valid reasons for sticking with brands that do offer excellent support.
Have you ever worked with Sony support? How was it? Did you get what you needed?
Here's the video from Matt Granger – which you should watch the entire video… it does make you think!
From canonrumors – which has his own reports on service times as he used to run LensRentals of Canada.
about Australian professional photographer Matt Granger and his experience with the Sony A7 cameras and the level of support you receive when you own Sony gear in Australia.
His experiences seem to mimic mine in Canada, the quality of service from Sony Canada is abysmal at best. I’ve had a number of items that have needed repair, and every single one of them took more than 12 weeks to get back to me, and one of the items I haven’t seen for 6 months.
I tracked all of our Canon repairs when Lens Rentals Canada was open, and 90% of the repairs done by Canon Canada took less than 2 weeks door-to-door.
The quality of image that the Sony system can produce is outstanding, but I don’t feel it’s worth being without a camera or lens for months if something goes wrong.
(cover photo credit: snap from the video)