Sony FE Shipping / Customer Service

Alright... How many people have experienced bad Sony customer service? Here's my short story, tell me if you can relate to this at all. I ordered a custom Sony FE on the 4th of Feb. and they told me that it would ship the 14th. Now their website, as well as their service, is pretty vague about telling you that the item is on backorder. So then I call Sony on the 15th and they tell me they got shipments in and mine was going to be built on the 16th and shipped by the 20th. The 20th rolls around and I write an email and call. The email response says "we're trying to ship all these out by Friday the 24th." The rep I got on the phone put her supervisor on the phone and she told me "You'll have it shipped out by the 24th for sure." Sure enough, it didnt ship, and its still "In Process". Does Sony always handle their customers like this?

 

I had an almost identical experience, so you are definitely not alone.
I think the CS reps. are doing their best but the whole operation seems to be a chicken without a head. Very poor management.

 

I had the same problem, it says it's out of stock now and will be built on the 27th

 

Yes... In a word... And **** YES!! just to make sure... Sony is the pinnacle of not poor... but Crap customer service swirling down the **** **** of corporate arrogance...

 

it would seem to me that customer service reps go through about the same pre-requisite demands as the local assistant manager at burger king....

we've gota remeber, these are people to and they arnt as perfect as the conglomerate they work for would insist...so just have a little pacients and forgivness...long as you get it, and it works(and it doens't take two months) i'd be happy...Now if i was in a serious time delima, i would probably just have gone to a store(bestbuy circtuit city etc) and picked it up, i think driving an hour or two to find the right modle(configuration) is a small price to pay for geting it when you want it, and not two or three weeks after..

Just be cool man

 

Well, I have to agree that we shouldn't get pissed at them or sth., BUT I have a direct comparrison to Fujitsu customer service (my wife has one of their laptops) and they are definately several notches above Sony!!

Your wait is usually non-existant, you only have to press once (for english or spanish I think) and the three or four times I talked to them they were not only really friendly and professional, but also knowledgable about my problems, concerns, etc.

Every time I finished my conversation with them I felt like my issue had been handled more than satisfactory. Compared to Sony, when I always felt like I'm just a number in their system and the people I tlkaed to don't really know whats going on (and don't want to know either).

 

In most situations I'm really cool with reps. I just dont like being lied to. Now if Sony's reps had just told me "Look, to be honest we're not really sure when your computer is going to ship out because it was on backorder and we're trying to get all these orders filled" I would be understanding right now. However, they've given me literally about 3 false dates now and every time I call they are like: "Hum... yeah I dont know... Uh... Im gonna look up and see..................... Yeah it says here it's in production so... any day now." I mostly have a problem with their website because it never updates, and it gives you shipment dates when they dont even have stock. It's basically just a bad experience. It's hard to be patient when you have something waved in your face and then taken away like... 4 times.

 

Well I sent two emails in because they were offering free shipping but it disapeered five days before the special was due to end, I said in the email that im not in the US. It says on the site you will get a email back the next day.... 3 days later I received a email saying "If your having trouble ring us to arrange a order" I really was not happy with this result. I also asked what voltage and ampage the as adaptor outputs at, they sent me the wrong information that was easy for them to check.

 

thats kind of viscous....one of the main reasons i plan on buying from sony is their customer service, now i'm pretty much the most laid back perosn i know and i can deal with technicalities...and difficulties and so on ...

but being flat out lied to?

this is not good ...

*is banking on the 2+ years of onsite service + accidental damage from handling*

 

I am having a bad experience with sony as well here...
when I was ordered my FE on 21st... they said it should be shipped by 23rd..
I also got the free printer after rebate deal
after ordering, I changed my mind and one of the specs and placed another order over the phoned.. like 30 minutes after ordering the first order...(this is where things started to get messed up..)
the sales person told me that he needs to cancel printer and notebook in order for me to place another order (since printer deal comes with the notebook) so I placed another order for printer and notebook and they told me to wait 24 hours until order to be cancelled.

Next day, I called them they told me they cannot cancel the previous order for me since it's "under production". I had to explain why my FE needed to be cancelled and they told me to another 24 hours to process that. (took a while to convince them tho... like 15 minutes... same conversation over and over).

once again, I checked my status over the sonystyle website on the next day and...
notebook was cancelled
but printer was not!!!!!!!!!!!!!!
then I checked my first order and it had printer AND notebook!!!

I called them again and they said it's too late to cancel the order for either of the printers! while I was on the phone, I got a call from my dad and he told me that he just received the printer (so I went back to my dorm and checked the website.. it still said estimated shipdate for the printer is 23rd...

so yeah... it seemed like my order status on sonystyle website was not properly updated.... I got a little annoyed and called sony again... and told them to pick up the printer with their cost since it was their mistake to not cancel the order... they declined it
and I *****ed at the lady a little until she decided to schedule a pick up for me

and then she told me that
they are out of stock with the FE notebook
and it will not be shipped out until March 1st.
so I asked if they ran out of the products like just now...
and she told me that they didn't have product for a while... even before like the past week..

then why the heck did they say it will be shipped out on 23rd and my FE was under production initially? liers! ...


so yeah I'm definitely having a bad time...
should've ordered from fujitsu... cuz they at least told me that the product was out of stock (didn't act like they had it at least )

 

sounds like typical sony... ...and please... with the suggestions that we shouldn't get pissed at them.... if people don't know how dissatisfied people are with their service or lack thereof they not only will not know to fix it... they will continue in this manner.... and contrary to popular opinion ANGER is a valid and necessary emotion!!!

 

Hehe okay, you win...

yeah i'd be pissed if they did that to me to..i must be honest...but i think i would have gone about it differently...i'm sure you were more than rude to the customer serivice rep on the other side who is geting paid 7 bucks an hour to deal with you and your mis-placed anger...you're angrey with the company, not the pore lowly ignorate sales rep ...

But yeah, by all means, be angrey as a hornet...BUT....express it in a composed manner....

I used to be customer service before...i know how it feels to feel like some one is ripping your head off for somthing you have ABSOLUTLY NO CONTROL OVER ... and intervineing would risk you your job ...

no granted, there are BAD cust-reps out there...but they are people to...a good amount of concern to their general disposition will turn their attitude right around...

i've found that often asking "are you feeling okay?"

Or "how is your day going"

in a very serious "you mean it when you say it" manor will make most customer service calls go over -alllooootttt- smoother...

we all might have comon curousy...but i garontee we all dont really mean what we say when we say it...i'm guilty of doing it to...and i do get pissed...and i'm not throwing blame, and i'm not trying to start anything...

i'm just making a point....


Be Cool

 

I agree with prissluciana. The bonus in this situation is that I get free overnight shipping out of it. I try to be as nice as I can. I tell them my problem, and I'll ask questions but I dont explode on anyone. Sony's reps arent the people who run the entire operation, so it's clearly not their fault. If they were the people personally building my computer I'd be singing a different tune.

 

Just call me priss babe, Luciana is my last name hehe

 

LOL funny how quick you are to assume that ANGER, automatically must include "blowing up" or treating someone poorly... and being rude... obviously thats how you might react when you are angry... When i was angry i simply expressed my dissapointment to them very tastefully.. and they assured me they understood and i asked what they would do to rectify the situation and they offered overnight shipping when my order went wrong...

So as you are someone who worked in customer service, iam quite dissapointed that customer service reps are so quick to come to these kind of conclusions and treat customers accordingly!!!

 

chill out goblin, you're taking what i'm saying way to personaly man. stop trying to light fires bro

i'm droping the conversation because its causing you to loose your cool and thats not my goal, i'm sorry for agrivating you...

 

lol THANK YOU!!! Priss i soo lost my cool and was soo angry i called up five various customer service reps and this is what i did!!!!

now i feel better and less aggrivated... ...gettin chilly, i think ill warm myself by the fires!

 

Alright guys. Keep the thread on topic and civil. Its about Sony's Customer Service not on how to deal with CSR's and/or anger issues.