Sony Customer UnCare

Seems to me if you called a place called Customer Care and asked them to change the shipping on a $2500 order they might be able to do it. Since the order is on backorder I wanted to get overnight shipping added to it to make sure I got it before I went on vacation. You would think they could get into you account and modify it.

Cancel the order and reorder. Sony get your Customer Care department up to 2008 standards and learn to take care of your customers. Is that so hard? Every time I call it makes me regret ordering something from you.

 

I agree. Their staff is unorganized, their systems are unsynchronized, and their quality is unregulated. The cherry on top is the amount of **** they install on new computers.

If it weren't for my faith in their hardware, I would buy from another brand in a heartbeat.

 

2008 standards? What world do you live in?

Here, on Earth, we have the likes of Dell, HP, Sony, Sprint, Verizon, AT&T, Comcast, Charter, DirecTV, Microsoft, etc...

 

Thats what I worry about, I am a huge fan of their T series notebooks (eg, TX and TZ) but their support really perturbs me. I hope they can improve it up to an acceptable level. Shame to have excellent notebooks paired with poor treatment.

I also would buy from another brand but it doesn't seem any other provides things as Sony does like good battery life, attractive designs and excellent screens.

 

Come on now it would seem that anyone with the title of CUSTOMER CARE SPECIALIST could complete this simplest of task. To change how an order is shipped for a system that is a week or two from even being built. It's not like I was trying to get it for FREE or something.

 

Customer Service sucks everywhere. Know why? People prefer low prices over good service.

 

True, but Sony (Apple too and others) does charge more for similar items compared to others in the industry like certain accessories, upgrades. And they still have worse service compared to other companies.

 

I've had an issue that seems to baffle even sony. The computer stopped working three weeks ago - I mean it just went black and silent - no power via battery or AC - no lights at all. I sent it in (after fighting with SONY over my extended onsite warranty that they tried hard to deny) and received it back with a "BIOs issue resolved". Now it did it again and I am getting the run around again, so after many hours on the phone and getting nowhere, I finally called the corporate office and received a call back form the "VIP customer care" group. He listened and agreed that I have an issue and would get right on it. I was undere the impression that I would hear something back yesterday. Well - I just talked to the VIP customer service guy again and inquired as to why my event number was unreconized in the system . He told me he couldn't do anything for me - that my extended warranty was with a third party provider. I told him I really didn't care because I bought it directly from sony although I understand what he is saying. He told me to stop calling (I've spoken to him a total of 2 times). I said "I guess I'm screwed" - He said yes - have a good day. End of call.

Unbelievable - this from the management of customer care - that explains alot. I paid the extra for Sony because of reasonable service in the past. I guess it's to - as you said - buy cheap and throw it away when it goes on the fritz. Sony is out in my book although I have bought three computers, 5 cameras, 2 DVD players, 2 camcorders, 1 pda, and one TV - and that is in the last year!

Sorry to rant - I am on the way to the dumpster with my SONY VAIO computer - thanks!

 

Probably - I think they all outsource repairs. My point was that I purchased directly from SONY online. If I had bought from Best Buy - I understand that the Warrant issue would be with Best Buy.

 

the treatment you received is inexcusable, but why haven't you contacted the 3rd party warranty service?

also, this is very one sided, as we don't know the tone or attitude you used with them.

 

I agree, contact your 3rd party warranty service and see what they say, I doubt they'll deny any repairs after all that is what you paid for. Sony customer service is not the best, but sometimes it also depends on how you approach the situation, kindness goes a long way, but then again they can be a**holes just because they can.

 

Third party is now taking care of it. As to tone - I was very polite, professional, stated my case and asked questions. Being rude or abusive gets you nowhere. I spoke to the third party the same as I did to the SONY personnel and even asked if she thought I was out of line - she said I was a "dream to talk to" compared to most of her conversations.

I am sure the other side is thinking - I just talked to him yesterday why he he calling again so soon.