question about sony support

i am thinking about returning my new Hp and get a sony sr. i was just wondering what do you guys think about their customer support and tech support. are they good with repairs and warranty stuff? thanks

 

I've done the exact same thing... returned an HP and went with Sony (FW).

I obviously don't have any experience yet, but dealing with customer service reps between the two companies has been night and day. HP I was constantly redirected (I felt like they were playing games) by non English speaking reps. HP told me twice that I would be sent follow up emails that never showed up.

Both times I have called Sony, I got the same rep that is based out of Texas, and have not been transferred once.

Oh yeah... and the Sony Style store in Kansas City Mo will have thier own service department by December. If you have a store near you, you may call them and ask if they (will) have a service dept as well. I'm assuming it would be much less stressful dealing with someone 1 on 1.

 

It's all the same to me. You get passed from one dept to another and have to keep ref numbers and say the same story over and over....

I'd had the same experiences with Dell, IBM, HP, and Sony. but I guess the main guage of customer support is that the problem gets solved which in most cases will eventually get done. Its just that it build your patience...

When we get tired of all of this, the Best Buys and Costcos will be the best places because you will not have to deal with the phone mess and can simply return products - with no questions asked.

 

Well I never had problems the two times I had a harddrive on a Medion replaced...

And when after two weeks the battery failed on my Sony SZ customer Service in Germany was friendly and efficient. I don't know about the return time, I went to a authorized Service Centre in Collogne myself, also took some pictures of the cathedral then

I think it will boil down to a lot of things, of which the first is your attitude towards the person on the phone and how friendly you are.

 

getting good customer service is a matter of sounding polite and irate at the same time. you need to let the CS rep know you're pissed off, but not at them personally. and persistence definitely pays off. i've found this to be true with every company i've ever had to call. the majority of the time (~90% for me), i end up getting more than i initially asked for.

in sony's case specifically, i ended up getting my laptop for $100 less than when i originally ordered it. and that was in addition to a business discount of 28% + $100 coupon code + free shipping!

 

Aha! The company not already having your money in their pocket helps quite a bit as well.

 

good point...