Has Sony taken from Dell as the worst CS company.

I'm gobsmacked. So it's vent time.

I've been trying to order an Ar series from the Sony outlet for the past week. The first one sat in processing for 3 days before being cancelled by Sony because they could not supply it. Meanwhile, they put a hold on my CC.

The second has been in processing for another 3 days and they have no idea whether it is available or not. Meanwhile they put a hold on my CC.

So I try to cancel this, and am told by the supervisor that they can't cancel, but can only request a cancellation.

In other words, Sony cannot run real time inventory on their website, cannot run real time cancellations over the phone or from their website, and have now replaced Dell as the worst ordering process I've experienced.

 

not really, lenovo might be worse

 

I tried their email support several times. Sony email support is the worst i have seen.

here is one of many examples:

even "I don't know" would be a better answer than that...

 

Never ask a sales rep for technical info. If you have technical questions, call the tech support line, wait on hold, and ask. If they can't give you a knowledgeable answer, take your business elsewhere.

Sales reps sell machines based on what use the company is marketing the machine for. They do not sell based on tech specs. To them, knowing what the Video Shared Library is is not applicable; to them all they care about is that it is a necessary included piece of software that enhances the user experience and exposes the full functionality of your unit.

They sell you upgrades not because they understand the technical reasons behind why it improves your system, but because the marketing info they have says it does.

BTW, chat and email support reps are usually the least competent reps.

 

but, after my experience with the Sony online support, I might rank them up at the top of the worst.

 

The title of this thread should have read:

"Sony still beats Dell for 'worst customer service' crown"

 

Dell's last response to a support issue sent in by email was even better than that: an automated response stating they no longer answer questions by email.

Very true. Clearly, Dell understands this and their decision to not to offer email support may not be a bad one -- although it wasn't exactly brilliant of them to offer an email address for technical issues, only to then send a message stating this support option was no longer available. (Hopefully this has been corrected by now as this was a few months back.)

 

chat reps can be very good, this is speaking from my past Dell XPS service, it was great.

 

As unsatisfying as a customer support experience with Dell invariably is, that usually is superior to the null experience with Sony.

 

Consumer reports has rated Dell's service in the top 5 ever for over 10 years straight. That's Desktop and Laptop technical service.

This year it's #3, tied with HP with Apple and Lenevo at #1 and #2

 

and consumer reports is good for what? crap, especially seeing lenovo up there.

 

I dont get it. Wanted to get my sz repaired and after a 20 min wait time I get through. Get case id and after hanging up I check the sony tracking service, it instantly showed up. Got a dhl tracking number and within 1h a box was on its way here from belgium. Dhl guy brings it straight from the airport only to find that I'm not home and he calls me. After 1h he comes again and takes comp with him and virtually throws the box right onto the airplane because I can see the plane left 1h after the box left my door and it is near instantly in France. Is this bad cc?