MobileRead Forums - View Single Post - Horrifying experience dealing with Sony Service Centre

vxf · 12-29-2010, 12:19 AM

Wow, I am really sorry to hear. If you notice, I recently posted a story about bad customer service with SONY, but I ended up receiving an extra reader from them by mistake - and they are not willing to take it back, accusing me of lying to them (why would I lie when I want to give them back an extra unit they sent me by mistake is something only their CS can explain...).

But, truly, my experience with SONY CS has been overall great - aside the recent story. I had a problem with the screen on a PRS900 (fading in the sun) which I did not spot until late and they replaced the unit well after warranty expiration, quickly and expeditiously.

I had some formatting problems with some ebook (the margins were not lined up properly on some pages) I bought on the SONY store (not even their fault... the publisher was at fault... ) and they refunded me, let me keep the book and even sent me a $20 gift certificate for their store to apologize for the inconvenience.

Then one day I called them because my WSJ was delivered in the afternoon instead of morning and they extended my subscription by a month...

Every time I called service was quick, polite and the outcome better than I had hoped... well, until this last episode.

The lesson I am drawing - there are bad apples on each CS team. If you get one of those, hang up, call again, hopefully you will get someone better.

Or maybe I am wrong and SONY CS has deteriorated recently... after all my recent experience was terrible as well.

12-29-2010, 12:19 AM	#20
vxf Guru Posts: 944 Karma: 1490348 Join Date: Jun 2010 Location: Norman, OK Device: Sony PRS 350, 900, 950; Kindles (ALL of them!); Kobo Aura One	Wow, I am really sorry to hear. If you notice, I recently posted a story about bad customer service with SONY, but I ended up receiving an extra reader from them by mistake - and they are not willing to take it back, accusing me of lying to them (why would I lie when I want to give them back an extra unit they sent me by mistake is something only their CS can explain...). But, truly, my experience with SONY CS has been overall great - aside the recent story. I had a problem with the screen on a PRS900 (fading in the sun) which I did not spot until late and they replaced the unit well after warranty expiration, quickly and expeditiously. I had some formatting problems with some ebook (the margins were not lined up properly on some pages) I bought on the SONY store (not even their fault... the publisher was at fault... ) and they refunded me, let me keep the book and even sent me a $20 gift certificate for their store to apologize for the inconvenience. Then one day I called them because my WSJ was delivered in the afternoon instead of morning and they extended my subscription by a month... Every time I called service was quick, polite and the outcome better than I had hoped... well, until this last episode. The lesson I am drawing - there are bad apples on each CS team. If you get one of those, hang up, call again, hopefully you will get someone better. Or maybe I am wrong and SONY CS has deteriorated recently... after all my recent experience was terrible as well.