Sony Handycam issue - repair/replace?

Background In the first half of October, 2005, a number of digital camera and camcorder manufacturers issued service advisories involving a range of digital camera models (as well as some digital camcorders and PDAs that incorporate image sensors). In each case, the story was similar - CCD (image sensor) failures, particularly in conditions of high heat and humidity, led to cameras capturing images with either no picture at all, or with extreme distortion and severe purple or green color casts. An example of the latter symptom, courtesy of the Konica Minolta Europe website, can be seen further down this page. We first started hearing about this problem in late September and early October, 2005, with a significant increase in reader emails about it in the first week of October. The problem understandably caused considerable concern among our readers, with many wondering whether this was an ongoing problem that could affect current cameras. Initial service advisories by Sony, Canon, Fujifilm and Konica Minolta were soon followed by announcements by Nikon, Ricoh, and Olympus. Affected cameras were all manufactured between 2002 and 2004, the underlying problems have apparently been found and corrected, so no cameras currently on the market are affected. (We are assured by sources that new cameras purchased today will not be affected by this problem. See the "What caused this problem" section at the bottom of this document, for a more detailed discussion of possible causes.) We here at Imaging Resource did a little digging into the problem, and it appears that the problems trace to certain models of image sensor chips manufactured by Sony between 2002 and 2004. (Fujifilm has stated that they manufacture their own CCD chips, so it's not clear whether or not the problems with their cameras are in fact related to those of the other makers.) What the problem looks like The problem can take any of several forms, but all involve severe color shifts and/or severe distortions of the image. The images below show two examples (courtesy of Konica Minolta) of what the problem might look like, if your camera falls prey to it. In the early stages of the problem, the camera may still capture recognizable images, but with a washed-out appearance and a strong magenta or green tint. (images courtesy Konica Minolta) (Image courtesy Tara D.S. Willgues) What products may be affected? Quite a number of products may develop this problem, including digital cameras, camcorders, and even PDAs (Personal Digital Assistants) that incorporate an image sensor. The following is a list of affected models by various manufacturers that we are presently aware of. We will update this list as new information becomes available. We recommend that you check the site regularly for this and other breaking news. Here are lists of the affected products, grouped by manufacturer: Canon Digital Cameras Camcorders PowerShot A60 PowerShot A70 PowerShot A75 PowerShot A300 PowerShot A310 PowerShot S230 Digital ELPH / Digital IXUS V3 / IXY D320 PowerShot SD100 Digital ELPH / Digital IXUS II / IXY Digital 30 PowerShot SD110 Digital ELPH / Digital IXUS IIs / IXY Digital 30a MV600i MV630i MV650i MV700i MV730i MV750i MV5i MV5i MC MV6i MC ZR60 ZR65 MC ZR70 MC ZR80 ZR85 ZR90 Elura 40 MC Elura 50 For repair instructions, visit the Canon USA support website. To read the specific service advisory for your model, use the pulldown menus to browse for your specific model, or simply type the model number into the box provided at the bottom of the page and click the "Search" button. The Canon support website holds no forms or other needed documents, so you can save yourself some time (if you live in the US or Puerto Rico by just calling the Canon Customer Support line at 1-800-828-4040. Support hours are Monday-Friday 8am to 12 midnight, and Saturday from 10am-8pm. (All times EST.) Alternately, you can send email to: [email protected]. For your easy reference, here is a link to the original IR news story on the Canon advisory. Fujifilm Digital Cameras Model Serial Number Range(s) ? FinePix A303 3JA4**** to 3JA5**** ? FinePix F410 32A1****, 32A6**** to 32A7****, 32A9**** ? FinePix F700 3JA4**** to 3JA5**** ? FinePix S2 Pro 31A127**~31A143** 32A000**~32A039** 33A000**~33A007** 34A000**~34A004** Serial numbers can be found on the bottom of the cameras. From the Fuji service advisor, the following applies to US customers: IF SERVICE IS NEEDED: Package the camera carefully using ample padded material to prevent damage in transit. Include your name, address and phone number with the shipment as well as a general description of the problem. Keep a record of the camera's serial number and shipment tracking number. Ship your camera to the Fuji Service Center noted below: Fuji Photo Film U.S.A., Inc. 1100 King George Post Rd. Edison, NJ 08837 Attn: Camera Repair Dept./CCD Advisory For your easy reference, here is a link to the original IR news story on the Fujifilm advisory. Konica Minolta Digital Cameras DiMAGE A1 DiMAGE 7i DiMAGE 7Hi DiMAGE Xi DiMAGE Xt DiMAGE X20 DiMAGE S414 DiMAGE F300 The Konica Minolta support website has a PDF file posted on it that in turn links to a PDF service advisory form, and a Support FAQs area. We had difficulty following the links in the main PDF file from our web browser, so have reproduced both of them above. The most relevant one is the PDF service advisory form. European Konica Minolta owners are referred to the Konica Minolta European support page. For your easy reference, here is a link to the original IR news story on the Konica Minolta advisory. Nikon Digital Cameras Coolpix SQ Coolpix 3100 Coolpix 5700 There's a button on the Nikon USA Photography home page, labeled "Coolpix Service Advisory: 3100-5700-SQ" that displays information in a popup window. Here's a link to it in a standalone window: Coolpix Service Advisory. Here are links to other pages from the Nikon site, namely the Coolpix Advisory FAQs, and the Service Advisory Product Return Form. For more details, read Nikon Europe's service advisory if you're a European customer, or Nikon Japan's service advisory if you purchased your camera in Japan. For your easy reference, here is a link to the original IR news story on the Nikon advisory. Olympus Digital Cameras Camedia C-5050 Zoom Camedia C-730 Ultra Zoom Olympus is distinguishing themselves by offering to repair affected cameras, even if they aren't displaying the problem yet. Their free repair policy is extended for up to four years from the original purchase date. They do ask that, if your camera is currently operating properly, you hold off on sending it in until after January 2006, due to the high volume of repair business during the holiday season. To determine if your camera is affected, call Olympus repair at 888-553-4448, Monday-Friday, 8am -10pm EST, or email to [email protected]. See the Olympus PDF file explaining the above for further info. For your easy reference, here is a link to the original IR news story on the Olympus advisory. Pentax Digital Cameras Optio330RS Optio330GS Optio33L Optio43WR Optio550 Optio555 Pentax USA have published a brief note on their Customer Care & Support homepage which refers customers to a separate PDF file for further information. This document pledges repair of the problem free of charge, regardless of warranty status, as long as the camera doesn't have other symptoms not described as part of the problem. This PDF document in turn refers customers to a separate PDF form which must be filled in, and includes instructions on how to return a camera for service. The return address from the form is: PENTAX Service Department 12000 Zuni Street ? Suite 100B Westminster CO 80234 We couldn't find any details regarding the duration of the free repair offer, nor of serial numbers affected. We suggest you simply contact Pentax for clarification of these points. For your easy reference, here is a link to the original IR news story on the Pentax advisory. Ricoh Digital Cameras Caplio RR30 Caplio 300G Caplio G3 Caplio G3 model M Caplio G3 model S Caplio ProG3 Caplio G4 Caplio G4 wide Caplio 400G wide Caplio RX Ricoh US support took a little digging to track down. Ricoh Global issued the service advisory itself. Service centers for various regions around the globe are listed here. US, Canada, and South American service for Ricoh cameras is handled by: C.R.I.S. Camera Services Phone: 800-22 RICOH Fax: 480-940-1329 www.criscam.com Email: We couldn't find any details regarding the duration of the free repair offer, nor of serial numbers affected. We suggest you simply contact C.R.I.S Camera Services directly to learn how to proceed. For your easy reference, here is a link to the original IR news story on the Ricoh advisory. Sony Digital Cameras Camcorders, CCD-TRV models Cyber-shot DSC-F717 Cyber-shot DSC-P10 Cyber-shot DSC-P12 Cyber-shot DSC-P2 Cyber-shot DSC-P31 Cyber-shot DSC-P32 Cyber-shot DSC-P51 Cyber-shot DSC-P52 Cyber-shot DSC-P7 Cyber-shot DSC-P71 Cyber-shot DSC-P72 Cyber-shot DSC-P8 Cyber-shot DSC-P92 Cyber-shot DSC-U10 Cyber-shot DSC-U20 Cyber-shot DSC-U30 Cyber-shot DSC-U60 Cyber-shot DSC-V1 CD Mavica MVC-CD250 CD Mavica MVC-CD400 CD Mavica MVC-CD500 FD Mavica MVC-FD100 FD Mavica MVC-FD200 CCD-TRV107E CCD-TRV118 CCD-TRV128 CCD-TRV218E CCD-TRV228 CCD-TRV228E CCD-TRV318 CCD-TRV328 CCD-TRV418 CCD-TRV418E CCD-TRV428 CCD-TRV428E Camcorders, DCR-DVD models DCR-DVD100 DCR-DVD100E DCR-DVD101 DCR-DVD101E DCR-DVD200 DCR-DVD200E DCR-DVD300 DCR-DVD91E Camcorders, DCR-TRV models Camcorders, DCR-IP models DCR-TRV147E DCR-TRV14E DCR-TRV16 DCR-TRV16E DCR-TRV18 DCR-TRV18E DCR-TRV19 DCR-TRV19E DCR-TRV22 DCR-TRV22E DCR-TRV240E DCR-TRV24E DCR-TRV25 DCR-TRV250 DCR-TRV250E DCR-TRV255E DCR-TRV25E DCR-TRV260 DCR-TRV265 DCR-TRV265E DCR-TRV27 DCR-TRV27E DCR-TRV33 DCR-TRV33E DCR-TRV340 DCR-TRV340E DCR-TRV361 DCR-TRV38 DCR-TRV38E DCR-TRV39 DCR-TRV40 DCR-TRV40E DCR-TRV460 DCR-TRV460E DCR-TRV461E DCR-TRV50 DCR-TRV50E DCR-TRV740 DCR-TRV740E DCR-TRV840 DCR-TRV940 DCR-TRV940E DCR-TRV950 DCR-TRV950E DCR-IP45 DCR-IP45E DCR-IP5 DCR-IP55 DCR-IP55E DCR-IP5E DCR-IP7E Camcorders, DCR-PC models DCR-PC101 DCR-PC101E DCR-PC103E DCR-PC104E DCR-PC105 DCR-PC105E DCR-PC106E DCR-PC107E DCR-PC108 DCR-PC108E DCR-PC115 DCR-PC115E DCR-PC120 DCR-PC120E Camcorders, DCR-VX models DCR-VX2000 DCR-VX2000E DCR-VX2100 DCR-VX2100E Camcorders, DCR-HC models DCR-HC14E DCR-HC15 DCR-HC15E DCR-HC16E DCR-HC18E DCR-HC20 DCR-HC20E DCR-HC30 DCR-HC30E CLIE Handheld Computer Models Professional Camcorders (DVCAM format) PEG-NZ90/G PEG-NZ90/H DSR-250 & DSR-250/P DSR-PD150 & DSR-PD150P DSR-PD170 & DSR-PD170P DSR-PDX10 & DSR-PDX10P As Sony is the original sensor manufacturer for all of the other manufacturers' products listed above (and given the vast array of products that they manufacture themselves) it should come as no great surprise that Sony has by far, the greatest number of affected products. This should not be taken as indicating any inherent deficiency in Sony products beyond the now discontinued sensors involved. The original service advisory was posted on the Sony Asia Pacific Support site. The Asia Pacific post lists all affected models in a concise format. On the Sony US website, the advisories are only listed on the support pages for each individual product. To see the information for your product, go to this page, enter your model number and click "Search" to find all relevant information. If your product is one of those listed above, you should see a link (probably dated 10/3/2005) under the "Product Alerts" section, titled "Important Notice about your Sony Product." Regardless, in the US, the story is the same (at least it is for all the products we checked): "From October 3, 2005 through October 2, 2007, Sony will repair, free of charge, affected products exhibiting the above-mentioned problem where it is caused by the image sensor device. Sony will also cover the cost of shipping and handling to service to correct this issue." No service forms or mailing addresses are provided on the Sony US site. Rather, owners are instructed to contact the Sony Customer Information Services Center for further assistance at 1-866-703-7669. For your easy reference, here is a link to the original IR news story on the Sony advisory. What to do if you have an affected product: In all cases, the manufacturers involved are offering free repair of affected products, even if the original warranty period has expired. If you have a product that displays the problem described here, you must contact the manufacturer to arrange for the repair. This is important. -- None of the manufacturers involved are contacting consumers to announce a blanket recall: It's up to the consumer to contact them to take advantage of the free repair service.

(August 2009) These solutions were helpful to me - but it appears I am out of time. I have a CCD-TRV328 that had abnormal hues right before the screen went permanently black. Unfortuately I decided to call too late. I called the 1-866 number & Sony said that the cut-off date for free repairs had came and gone. They presented me with an optional repair rate of approximately $100.
Thank you for your helpful posts everyone.

Hola


Necesito elo cd del driver de mi Sony dcr-hc 48. please, para xp y iMac os9-ge.!

I just got off the phone with sony. They have extended the free repair and shipping until sept 30, 2008.

Sony RV Cameras for Rear View have the same problem. Sony is ignoring the failures in these cameras, even though it is the exact same failure mode.

May 8, 2008, just got off the phone with Sony, they are taking care of it no questions asked. Great customer service, Sony!

April 7, 2008 Sony Cyber-Shot DSC-F88 I also just called Sony at they are sending me a free mailing lable and will also repair this for free. So look like they are standing good for this sensor problem.

It is April 2008 and I called Canon. They emailed me a shipping label and I sent off the camera.
A friend of mine did the same thing and they received a replacement camera.
So the recall/repair is still in affect.

Jan 2008 I called Sony @ 1-866-703-7669 they are sending a free mailing lable and will repair for FREE!
Bill

Everything is repairable...the question is the price?... if in warrenty ... take it to fix it if not, take to fix it and pay the problem is the ccd chip good luck windman

Look at Sony's web site, they made an announcement accepting their CCD's were faulty, they WILL repair free of charge, cut off date is mid 2007. Hurry. Called I2 Campaign. This affects loads of Sony and Cannon cameras, they all use same CCD chip.