How is Sony customer service

How happy or unhappy are people with Sony customer service? I am thinking about getting an F series.

 

Well, I hope you are prepared for an honest (but brutal) answer. In a word, they are HORRIBLE at it. Witness this thread: http://forum.notebookreview.com/sony/507411-bad-experience-sony-site-support.html. Buy Sony only if their hardware thrills you, because their service will do the exact opposite....that's about the nicest, most generous way I can think of to say that.

 

Horrible.


Sony, are you listening?

 

http://forum.notebookreview.com/son...top-really-bad-service-india.html#post6569453

i found for laptop sony service in singapore is slightly better,
but sonyericsson horrible...

 

They are complete idiots,a nd run you through a bunch of tests..
It takes 3 days to get your box to ship it back to Sony and another 7 to receive it back.


For the price they charge they should really upgrade their service

 

Yup. Absolutely horrible customer service. Great products, unimagineably bad service.

 

Another vote for horrible. I owned a Sony laptop about 6 years ago and had nothing but headaches (and long waits) getting it serviced a couple of times.

It was so bad that I vowed to never buy another Sony product again. I've held to that promise until last week, when I ordered a Z series to replace my aging MacBook Pro (Apple's service has spoiled me).

Were it not for the existence of third party warranty options, I wouldn't have purchased a Sony.

 

Just to temper this with another side of the coin. I have had excellent results with the onsite service. Their first tier phone support are robots reading from scripts. But if you ask nice and persist they will escalate you to tier two, who seem to have some knowledge.

The website offers very little other than current drivers and their track record for updating drivers is not so good.

Finally, also remember these boards only tend to have the horror stories. Few folks bother to post the good stores and that is true for ALL manufacturers forums here.

If I were to grade Sony. I'd give 'em a C or B minus.

Gary

 

I think it says something good about Sony's hardware design and engineering that even those of us who have suffered their terrible repair service will still consider purchasing Sony products.

In my own case, having owned practically every computer brand available, and having experienced repairs with almost every one, Sony's service is a distant last place - not even close - behind Apple, Lenovo, Dell, and HP.

What Sony needs to understand is the clear impact that bad service has on repeat business, and conversely, how much their business would pick up if their service reputation were to become as good as their hardware design reputation.

My own negative experience with Sony's repair service has convinced me to exhaust every other option before considering a Sony product, when I shop for electronics. I doubt that my reaction to the terrible service I've received in the past from Sony is unique, or even atypical.

 

Well, I am not bashing Sony here but being honest,the products are good but the service well is non existent. For the higher price laptops they are selling the service should be much higher.


Secondly as I posted on another board the quality of their laptops are not that great. ..They break a lot


If the service improved I would consider buying another Sony

 

I agree with this 100%.

@ScuderiaConchiglia, I don't mean this in an argumentative way, but my experience with second tier support (tech) was also unsatisfactory. In addition to the second tier technical support, I was also elevated to call center managers twice in a one month. That was a better interaction because they had more power, but still disappointing overall. Also at one point, I was told by Sony's international customer relations office that I should call a number provided that would take me to people in charge at SonyStyle USA. I called the number they gave me, and it was for a vacation lodge in Montana!

 

That's why their service sucks, nobody wants to be disturbed while having vacation

 

Based on what DATA? I have had three Sony laptops dating back over ten years. The only hardware issue I ever had with any of them was the Nvidia chip on my current one. And that had nothing to do with Sony.

Gary