Sony Handycam issue - repair/replace?

I have a sony model# CCD-TRV118 with the same black screen issues.

I have a sony DCR SR 300.
13 months old,well cared for.Black screen now.
Returned to Sony service,to repair $180.
They say it not a common fault but have had more of the same problems.30 days out of warranty with a not much used camera is no time at all.The repair is only 90 days warranty,on parts, 30 days labour,when asked about extended warranty it was just ignored.
THIS IS THE LAST SONY PRODUCT FOR ME.
Been thinking of running the camera 24/7 for 80 days to try to blow it under warranty,is this cutting off your nose to spite your face? But knowing my luck it would pack in 91 days after

If you want to see what Sony thinks of customer service, just put 'sony error code c31:23 into Google. You will come up with over 10,000 people with this same error code (mind you, these are just the ones who bothered to post on a website, a small percentage of people who have this problem).
Here is my story, please heed it for your own sake. BOYCOTT SONY!!!!!

In my opinion, stay away from Sony camcorders. They have a error message that has happened on over 10,000 camcorders across their product line. A website has come up with a fix of BANGING THE CAMERA, HARD' (yes, you heard it right) , which seems to cure about 80% of this particular error message. Meanwhile, Sony charges a MINIMUM of $211 to fix this error message, and they probably bang your camera and put it back in the box! Mine cost me about $370 new, so I thought better than to give Sony $211 PLUS SHIPPING (they just love sticking it to you!) to bang my camera. I will never buy another Sony product as long as I live! The error code is c31-23 and one website where you can find over 2,000 ex-Sony customers talking about slamming their camcorders to fix them is camerahacker.com. There are many more complaints than this about this particular error message on the internet, just Google 'Sony error message c31-23' and you will find them, in spades!
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Despite the fact that at least several hundred people, myself included, have brought it to their attention, Sony refuses to act. Instead, they tell you that they will fix it for a MINIMUM OF $211.00, WHICH IS ABOUT $150 LESS THAN THE CAMCORDER COST BRAND NEW.

I bought this unit 2 years ago and started giving this problem. It says Reinsert Cassette. On the right hand corner at the top it flashes C31.23. I tried all it said including moisture remedy. Still kept on giving me same error. I took it to SONY Shop in Ilford .The manager said that he has to send the Sony Handycam to Factory and will cost me

"I bought this unit 2 years ago and started giving this problem. It says Reinsert Cassette. On the right hand corner at the top it flashes C31.23."

If your camera displays the symptoms on this page, Sony will fix it for free:
http://esupport.sony.com/perl/news-item.pl?news_id=161&mdl=DCRTRV33

There's no way to know what they will do about the C31.23 problem but once they have it in their hands it's possible that they'll completely repair the camera. You say the camera is essentially worthless, so you may as well take the gamble and send it in for the free repair.

Hi
We live near Ilford too & am glad we didn't visit the store!
Here's the fix- a better one than giving it a bash, although that probably has psychological value

http://www.youtube.com/watch?v=VUIN-ygjN_g

or (same idea but in writing) http://wvstephens.blogspot.com/2008/05/sony-handycam-c3123-3123-error-easy-fix.html

shame you had to go to expense of buying a new one but hopefully this'll get your original machine working again and you'll now have a spare or one to sell on eBay...

My HC42 LCD screen went blank practically in front of my eyes just as the grace period for a free repair for the "no image or distorted image" problem first expired - Oct. 2007. I called SONY USA from overseas and they asked me a series of questions and I performed certain operations on the camera - but my problem was not covered by the free repair offer, whcih was still being offered even though the grace period was over... so good one for SONY. But no way was I going to send it back to the USA for minumum $250 repair job. I got it fixed at a local SONY dealer for about $175, but only beacuse it was much cheaper than getting a new one of the same series. If you send it in for repair you will still lose money on the cost of postage that will be better soent on a new cam. One more thing you might try is inserting a brand new tape. Be sure to run a SONY cleaning tape for at least 15 seconds on it as - I had this error code as well many times and the cam worked normally after cleaning.

Everyone call sony with a full description of the problem and be sure to get A reference number if you havn't already done so I say we form a small (or Large) petition with the reference numbers listed on them so that Sony will have to take notice if they do not I will go through my Law Firm to get them to notice. Again I do not think it is fair that we the consumer should have to pay out the nose for a problem that is obviously theirs!!!

ADD ME TO THE LIST.

I have a DCR TRV-19 that just stopped working this weekend.

It worked fine until Saturday. Now I just see green, blue and yellow vertical lines. I can see some shapes, sometimes. It plays back tapes fine. It even plays back the green and blue lines. I've spoken with Sony and they want $216 just to look at it. I'm not paying that. I was planning to buy a higher definition 3 chip camera from Sony in the next year. I will still be purchasing a prosumer camera, but it will be a Canon now.

I don't anything less than my money back. I broke a camcorder in the past, this one has been taken care of. No abuse. Never been dropped or exposed to liquids. I'm very happy to see that I am not alone in this.

I can be reached at jason_vanhorn@hotmail.com

Add me to the list. I bought a TRV-19 about a year ago and used it very sparingly (mostly as a backup to a DSR-250) But even so, it stopped recording video about a month ago. I fiddled with the manual exposure setting in the hopes that somehow something was screwed up there, but to no avail. I'm planning on contacting tech support tomorrow, but based on what I've read here, I don't expect much help.

Had an online chat with Sony Tech Support this morning. After going through the standard checklist I was directed to the repair link. I asked specifically what causes the problem and the reply was "We have not received any such issues with this model." to which I replied: "That's curious since it was listed as a problem in the FAQ." Yada yada yada.

If you wish to be added to the class action against Sony please contact Steve Berk. Please read the post here http://reviews.cnet.com/5208-6142-0.html?forumID=59&threadID=99449&messageID=1141201.
They would love to hear from you!

Hi,

Same issue.
Called Sony Australia.
They directed me to one of their Service Centre.
They charged me AUD$88 for assessment fee (opening
up to inspect).
That's fine (I thought) and to clarify, i asked if
it is refundable if it is the same issue as everyone else in here have.
They say 'NO'.

Is that what Sony meant by 'Free of Charge'?

That is simply not right!!

Can Sony do this?

Just recently got my fixed trv22 back.
Again, i asked for my money (assessment fee) back.
Repair Centre said they had to charged me for 'Cleaning' as part of the service, exact amount as the assessment fee.
They said 'It is part of the service' and 'It is required so'.

What a joke!
I barely used the darn camcorder and I always
keep it in the bag and I have only used 6.75 tapes.

My advise to you all.
Do not buy any Sony Product.

Behind their 'free' repair, there is a hidden cost.

Sony sucks.
Sony is bad.
Sony is not worth the trouble.
I am not even gonna buy a Sony Playstation.

If you do, you better hope that it works till
you forget about it.

My LCD is Displaying streeks and recording streeks. The Handycam has never been droped or weathered. I have Less than three hours use. Old dvds playback fine.

I have the same problem on my DCR-TRV19
failed after approx years paid

On 10/30/04 I purchased a Sony Viao desktop PC (model # VGC-RA820) computer from Best Buy (Pasadena #125 store) along with an extended warranty through Best Buy at an additional charge. The computer box, as well as the website describing this computer and the serial code on the computer all advertised that the computer should contain a windows media edition for 2005 as well as an increased processor speed. Once home I realized that the computer had problems related to the software. I called Sony corp. several times and received step by step information to get the software working. For example, when I tried to use the windows media player it said that I needed a new partition to work when the computer should have came with this advanced software.
At this time, I decided to use my additional warranty purchased from Best Buy. I also realized that the windows media edition was that of 2002, with a lower processor speed. This is unfair business practice to advertise one service and sell another.
I called Best Buy corporate and they agreed, saying to take it back, and if my claim was true it could be exchanged. I took it into Best Buy on 4/4/05 to the Geek Squad counter. The computer tech verified that the computer had the wrong windows media edition with the lower processing speed and the wrong inlet chip. At my request he called the general manager, Mr. Forrest Taylor. I requested a computer of equal value as replacement with the appropriate software. Mr. Taylor indicated that my 30 day return period had expired and did not honor my extended warranty I had purchased for the computer.
I am seeking exactly what I paid for, a Sony computer with the updated windows media software and increased processor speed. This is unfair business practice, and incredibly deceptive on the part of Best Buy.
(Vgc-ra820 Sony vaio (cpu) val#1371-5495-8725-1729 d.o.p 10/30/04 Forrest Taylor GM. $1699.99+3year extended warranty plan 249.99+ tax 139.99=2089.97)

(Note: This computer is in fact a 2002 windows media edition with a lower processor speed when it is supposed to be a 2005 windows media edition with increased processor speed.)

I have purchased over $20K in appliances and electronics from Best Buy over a period of 10 years. I noticed a few years ago that Best Buy has completely removed customer service from the transaction, just by reading the posted return policy in their store.
I asked to speak to a store manager about it (here in Phoenix, AZ), and she was completely unapologetic. It was evident that they had complete disdain for the consumer. But, I felt lucky that I had figured this out prior to needing their service.
About a month later, I had a problem with a PS-2 carrying case, with a $30 value, under a month old. Its clasp had broken while I was on vacation, trapping our PS-2. We had no choice but to cut the strap. Upon return from our vacation, I took it into the store, and asked for a replacement. I was told that I cancelled any warranty that would be in effect by cutting the strap. I again asked for a store manager, and he was completely unapologetic and refused to do anything to satisfy me.
I explained that I had been a customer for over 10 years, had purchased 4 $1K+ refrigerators, several washer/dryer combos, 2 computers, etc.---to the tune of over $20K. I said, "do you really want to lose me as a customer over $29.95?" The answer was YES!!!
So, I walked away from Best Buy and will no longer do business with them.
I just found out that my Xmas present was purchased there, and I became very upset. DON'T BUY FROM BEST BUY!
Happy Ending- I have started doing business with Circuit City instead, and have had nothing but great customer service. In addition, I had almost the same problem with a computer I purchased--I purchased a Gateway model on display (I thought). When I got home, I found out that it was a different model, with more memory, but only one DVR bay. I called the store manager, and after being transferred a couple of times, I spoke with a problem-solver that gave me the option of a full refund or the addition of a Sony DVR at no cost. I took the latter, and have had absolutely no problems with the machine since. (Note: This all happened the day of the purchase, so I don't know what would have happened 5 mos. later.)
My solution? BOYCOTT BEST BUY!!!!

I had a experience at Best Buy while trying to buy Christmas presents there. A Mangager was very rude and I handed her the products I was going to purchase and walked out the door. I went to Circuit City and bought what I needed. I made a complaint when I got home about this rude manager with no customer service skills. I will no longer do business with them. I went in there last year to get a router, the sales person was as intelligient as a rock. He just stood there all stupid. No thank you Best Buy!

Sometimes I enjoy shopping at Best Buy but this depends on what I am looking for and if I know exactly what I need when I enter the store. I always feel like I have to do the work in your store for myself. The problems arise when I discuss my needs for computer-related items. I have found that most floor employees are quite ignorant of what they are talking about and I feel like they are pushing a product just for the sale. And while they?re doing this, I am wondering if this female/male realizes they?re making a fool of themselves. Honesty is the best policy and they need to be instructed to do this first and foremost if they do not know what they?re talking about.

Back in 1999, I needed a new hard drive for my Packard Bell (yeah I know, I already learned my lesson). They sent in my PC and it came back with a new hard drive. Of course, when I inquired about the data on my old HD, the manager told me that they do not save it unless it is requested. I was very upset. They lost all my studies for my Bachelor?s Degree in Engineering. I argued with the manager that it?s common sense to automatically save any data from an old HD for someone. Why wouldn?t they? I should not have to ask the store to do it.

My last experience at Best Buy, in November of 2005 was not good. I watched as this old lady and her daughter bring in a new external CD-R/RW burner/player and her computer to the help desk. This computer was obviously 15 years old or maybe even older. I would almost bet money this computer didn?t even have 40 meg?s of RAM, let alone the capacity to run the new burner or even have any USB inputs. She probably purchased this computer at a garage sale or a second-hand shop like Goodwill. She was asking the computer help desk employee (male) if she could hook up the new CD-R/RW to the computer. It was obvious to me and this male clerk that it would be impossible for this old PC to use this device. I knew this, the clerk knew this, but instead he told her that they would take the pc and that it would cost her $169.00 to ?check it out? (non-refundable, of course). This really upset me because this clerk was blatantly lying and trying to take advantage of this woman. What he should have said was, ?This PC isn?t going to be able to use most items or software in our store because if its age?.

This is a very good example of some of the reasons why my friends and I do not shop at this store very often; we when do enter the store, we feel like it?s some damn circus to try to get someone to help us, and when we actually do get someone to help us, they don?t know what they?re talking about and they try to BS us as though we?re stupid.

Fortunately, I am very knowledgeable about computers, etc and that I can help myself and others. And I won?t rip them off or lie to them.

I literally bought my camera a year and half ago and all the sudden it won't record video! It will record audio but not video. I called Sony and the technical support guy said it's probably a lens problem and that he's heard of this before. He said it could cost $269 to fix, I told him I might as well buy a new one for that price! I am gonna call Sony during the weekday and see if I can get a hold of a manager because this is ridiculous. The crazy thing is I bought this camera because Consumer Reports said it was a good buy. I am gonna contact them and let them know about this issue.

I have the same black screen, won't record video but records audio. Sometimes mine flickers on for a moment.

Important Notice About Your Sony Product
Posted: 10/03/2005


Thank you for your support and patronage of Sony products.

It has recently come to our attention that a limited number of products, manufactured prior to March 2004, that incorporate a certain type of image sensor device (CCD) may exhibit the following:

When the product is used in camera mode, the LCD panel and/or electronic viewfinder exhibits either a distorted image or no image at all.
We have determined that this only occurs in a limited number of devices, but may be accelerated if they are exposed to hot and humid environments.

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.

Please contact the Sony Customer Information Services Center for further assistance at 1-866-703-7669.

thanks for the info. I called Sony, and will be having my camera repaired free of charge as soon as I receive my UPS labels. C.C.

I just saw your message about the Sony screen.. Mine has lines through it. I went to their website and submitted a request for them to repair. How long will it take for them to send the UPS form and then how long does it take to repair? Thanks for your help!

Same thing, blank screen, only playback works. Camera never abused. Already called Sony, same story $291.19 for repair.
If you have this problem I urge you to contact the law office listed in this post, and call Sony to get your reference number. If you dont have time to do this email me I will help you. Let's see where we can take this thing...


pupcik@gmail.com

Camcorder was working 2 weeks ago but when I tried to use it on my recent trip, it got the same problem as everyone else. Blank screen on LCD and viewfinder in recoding mode but audio recording and playback work just fine. I bought the camcorder in 11/2003. It was use sparingly.

I just sundenly got the same issue on my DCR-TRV38 about two weeks ago. There is no any physical damage or incorrect use could cause this.
It has worked shortly for a day when I play with it, then it has went back to the same issue again: when I switch the power swtich to CAMERA mode, no matter it is in the STANDBY mode or shoting mode, I don't see any images in the LCD or viewfinder. In shoting mode, it only record sound without images.
I have used several SONY product before. This is first time that I see something like. Seems SONY support doesn't help much. I think that we should collect names and send a collectively signed message to SONY, Consumer Protection Agency and BBB.
I bought the camera from Fry's last Aprail, so I have to pay to get a fix from SONY. It is just too bad.

No new information here. I just want to go on the record and say that I too have a DCR-TRV38 that exhibits the black screen of death. My camera is just over a year old, and I refuse to pay Sony for fixing their mistake.

After searching the net for people with the same problem, I was surprised not only by the number of people that have this problem, but by the different sony models. This problem can obviously be traced to a common component between the different models, and it is a shame Sony doesn't acknowledge their mistake and provide a reasonable rework price.

Being a new dad, I have to have a camera. Rest assured, it won't be a Sony, ever again.

I encourage anyone who has this problem to put it in writting. It won't do you any good reading these threads passively. There's strength in numbers, put your experience and gripes in this thread and report it to Sony.

I've got the same issue. I have only put 3 tapes through it and have babied it - only to have the same problem

bt_invest@hotmail.com