topic Re: Invalid Serial Number in Alpha & NEX interchangeable lens cameras

Invalid Serial Number

Islandsnapper — Thu, 30 Oct 2014 09:34:56 GMT

Hi all - has anyone had any issues regarding the serial number on their UK bought product?

I just bought a Sony A6000 to compliment my A7R , only when I tried to claim the Cashback , the serial came back as invalid - After contacting Sony UK they have told me that its not a UK or IE serial , I bought it direct off Amazon UK noit any third party selling grey imports.

At the moment Im waiting to hear back from both Sony and Amazon - I think Sony have washed theior hands of it to be honest and I dont expect any cashback or warranty to be honored by them - Anyone else had any similar issues?

What is Sony genrally like for support? - Im a Canon Proffesional Services member so may have been spoilt regarding service and repair turn around - Only came to Sony on the Release of the A7R so reletivley new to getting any support from them - first impression are they are very poor.

Any help or advise would be gratfully recieved.

James

Re: Invalid Serial Number

jumpsuit — Thu, 30 Oct 2014 10:23:30 GMT

Hi Islandsnapper and welcome to the Community

Do you have a case number with Sony for this at the moment?

Could you also tell us when you contacted / last heard from Sony?

I'll escalate this for you (at the least to see if there are any updates.)

Are your contact details correct in your profile?

Re: Invalid Serial Number

Islandsnapper — Thu, 30 Oct 2014 10:32:03 GMT

Hi thanks for your response

Yes Case ID 11555093 - First contact was Monday and last response was last night saying ....

"seriel number was invalid because it wasnt a UK or IE serial , and If I had any further questions to get in touch"

I dont think my contact details are on here at the moment I only just registered , the Camera kit was bought via my partners Amazon Account though , I sent Sony the Invoice but it made no difference , still nothing back from Amazon either

Thanks again

James

Re: Invalid Serial Number

jumpsuit — Thu, 30 Oct 2014 10:39:38 GMT

Hi again.

Thanks for the info I will pass that on for you.

Can you update your contact details as someone should be in touch with you soon-ish

(may take up to a couple of days though) and they use the info in your profile.

If I find anything out in the meantime I will keep you posted here. Likewise if you're contacted let us know

Thanks.

Re: Invalid Serial Number

Islandsnapper — Thu, 30 Oct 2014 10:42:11 GMT

Thanks for this , Ive updated my contact details in the account

really appreciate this , mant thanks.

Will post the Amazon response when I get it

James

Re: Invalid Serial Number

jumpsuit — Thu, 30 Oct 2014 10:49:16 GMT

No worries

Cheers, that would be great.

Re: Invalid Serial Number

anseymo57 — Tue, 04 Nov 2014 09:56:41 GMT

I've just had the exact same problem with the serial number, but I've also received the camera in an opened box (seal broken) from Sony Online where the serial number on the box doesn't even match the camera.

I'm hoping to get it returned and replaced as it's a present for my Wife's 40th!

Re: Invalid Serial Number

Islandsnapper — Fri, 07 Nov 2014 10:09:34 GMT

Wow.. the plot thickens , Direct from Sony too.

Im a little disapointed with Sony to be honest , Ive invested a fair amount in their products and they dont even have the couertsy to to see the support case through.

Amazon didnt need telling twice , before they even replied they had dispatched a replacement which Im collecting today , so will be trying the serial number on that one

James

Re: Invalid Serial Number

Islandsnapper — Fri, 07 Nov 2014 11:09:26 GMT

Well Ive just picked up the second camera from Amazon and guess what?... The Serial Number is invalid

I dont believe this is Amnazons problem, I think the Sony database is screwed up , especially if Camera direct from Sony are coming back with invalid serial numbers

Maybe a ploy to reduice the cashback>??

Not Happy

Re: Invalid Serial Number

anseymo57 — Fri, 07 Nov 2014 11:21:58 GMT

TBH I'm not surprised.

I'm still awaiting a response from Sony support on my serial number issues.

Re: Invalid Serial Number

Islandsnapper — Fri, 07 Nov 2014 11:29:20 GMT

Did you email?

Ive just called up directly , maybe you should too while all this is freah in their minds

numver I called is 02073652810 option 3

Re: Invalid Serial Number

Islandsnapper — Mon, 10 Nov 2014 09:28:32 GMT

Sony have again washed their hands on the second camera , being so rude as to respond with exactly the same reply as the first one.

Even after I pointed them to this thread showing a post that an item from Sony online has an invalid serial number too - they still sent a stock reply

I dont believe Amazon are buying bnon UK stock and I believe this is a Sony issue.. Will they listen? NO

After investing a few grand in their products , Ive never been treated so poorly by a company - complete joke they are.

Im not going to dent their profits in anyway but I give up with them , current Sony products will serve their shelf life then I will be hard pushed to consider buying anything Sony again , I wont have valid warranty on the camera because of this "Invalid Serial" ****

Re: Invalid Serial Number

raymondtunstall — Tue, 18 Nov 2014 19:19:52 GMT

Oh dear, looks like I'm in the same boat.

Just tried to claim cashback for my a6000 purchased from Sony Online Store and get the same 'invalid serial number' message.

Will be contacting them shortly...

Re: Invalid Serial Number

anseymo57 — Wed, 19 Nov 2014 08:17:24 GMT

Good luck! I've tried to contact them 3 times so far and failed to get any response so far.

Re: Invalid Serial Number

Islandsnapper — Wed, 19 Nov 2014 08:37:18 GMT

Thought I best pop back in with an update

Sony called me and told me the website way of accepting serial numbers was the cause of this invalis serial numbers , Eventually , the website accepted mine after Sony did something - Its a mess really ,twice denied that it was their problem costing me more in local taxes than the cashback covered and about a month of headaches., not a great expereince at all.

You only need to look at Sony UK on Trust Pilot review site- Their brand is really being let doen by lack of decent support.

Re: Invalid Serial Number

wendiyan — Tue, 02 Dec 2014 15:50:00 GMT

So you successfully claimed your cashback now? How to do that? I got same problem ,bought from amazon and got invalid serial number ,still wating for both amazon and sony respond,and thinking if I should just return the A6000.

Re: Invalid Serial Number

Islandsnapper — Tue, 02 Dec 2014 16:17:28 GMT

Hi , yes , finally got the cashback

Sony UK are aware of the problem now so you should not have to go through 5 weeks of hassle like I did.

If you like the camera stick with it, its genuine UK - It was the sony Website not accepting the serial

ask them you look at my case number 11555093 to see how it was resolved - I got a confermation that the Serial was OK from the address customersupport.EN@eu.sony.com

Good Luck

Re: Invalid Serial Number

jumpsuit — Wed, 03 Dec 2014 13:48:34 GMT

@Islandsnapper Glad you eventually got it sorted!

Fingers crossed others will now be able to do the same

Re: Invalid Serial Number

Challis349 — Wed, 03 Dec 2014 20:50:36 GMT

Yes, mine has done exactly the same today, so they will be getting a phone call from me too, the serial was excepted for the extended warranty, just not for the cashback offer.

Re: Invalid Serial Number

thingumybob — Fri, 02 Jan 2015 15:57:55 GMT

Add me to the list -- it is impossible to register my a6000 online ("Invalid SN) and impossible to contact Customer Support by phone, so not even a "Case Number" to go by. I am a very loyal Sony customer (I have a functioning hi-fi from my student days of 1972 and one of their first Walkman K7 players from 1979!) so it's sad to be left out in the dry like this ...