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issybird · 07-28-2011, 11:52 AM

I have posted about how my 950 didn't come with an adapter, even though the paperwork said it was included.

On June 30, I called customer service to ask for the missing adapter. I was told one would be sent to me.

Today, four adapterless weeks later, I tried calling customer service again. The fellow who took my particulars looked into it and said the order had been placed but not processed, but that he couldn't give me any more information. I'd have to call a different number to check on the status.

I called the different number. After ten minutes on hold, click! The call was dropped. I called the number again. This time I got through to someone after another ten minutes on hold. He also took my particulars, we spoke at intervals while he looked into it, and then while I was waiting, you guessed it! Click. Call dropped again. Third call got me someone else after the requisite ten minutes on hold, but after checking she told me that while she could see the order, she could tell me nothing more, either. I needed to call yet another number.

So, I call the third number, ten more minutes on hold, but at least this time I got someone who could give me an answer, namely: the part is on backorder. Estimated time for restock is first week in August. It will be sent to me then. Do I believe it, though?

First: Sony obviously shouldn't ship items that are missing parts. Make sure the paperwork agrees with what's in the box. Stuff happens, but I suspect they were already out of stock of the adapters when my 950 was shipped.

Next: If you can't fill an order in timely fashion, send the customer an email. Don't let her sit and fume and then have to go through a huge runaround, which also wastes the time of your customer service reps.

Third: It turns out it was fortunate I called, because the shipping address was wrong. Even though my street address when the 950 was shipped was correct (because I filled it out on the website), the rep I spoke to a month ago obviously misheard me. He transcribed the name of my street (two common words) as "25". Ask someone to spell it, if you're not sure. Especially if it doesn't agree with the address on record.

The funny thing is, getting the adapter was hardly a dealbreaker; I would have bought the 950 without it. But if I was entitled to one, why not get it? They're useful and Sony charges an arm and a leg for them. At this point, IF it comes, I will have earned it.

OK, I feel better now.

07-28-2011, 11:52 AM	#1
issybird o saeclum infacetum Posts: 21,327 Karma: 234636059 Join Date: Oct 2010 Location: New England Device: Mini, H2O, Glo HD, Aura One, PW4, PW5	Customer Service/Rant I have posted about how my 950 didn't come with an adapter, even though the paperwork said it was included. On June 30, I called customer service to ask for the missing adapter. I was told one would be sent to me. Today, four adapterless weeks later, I tried calling customer service again. The fellow who took my particulars looked into it and said the order had been placed but not processed, but that he couldn't give me any more information. I'd have to call a different number to check on the status. I called the different number. After ten minutes on hold, click! The call was dropped. I called the number again. This time I got through to someone after another ten minutes on hold. He also took my particulars, we spoke at intervals while he looked into it, and then while I was waiting, you guessed it! Click. Call dropped again. Third call got me someone else after the requisite ten minutes on hold, but after checking she told me that while she could see the order, she could tell me nothing more, either. I needed to call yet another number. So, I call the third number, ten more minutes on hold, but at least this time I got someone who could give me an answer, namely: the part is on backorder. Estimated time for restock is first week in August. It will be sent to me then. Do I believe it, though? First: Sony obviously shouldn't ship items that are missing parts. Make sure the paperwork agrees with what's in the box. Stuff happens, but I suspect they were already out of stock of the adapters when my 950 was shipped. Next: If you can't fill an order in timely fashion, send the customer an email. Don't let her sit and fume and then have to go through a huge runaround, which also wastes the time of your customer service reps. Third: It turns out it was fortunate I called, because the shipping address was wrong. Even though my street address when the 950 was shipped was correct (because I filled it out on the website), the rep I spoke to a month ago obviously misheard me. He transcribed the name of my street (two common words) as "25". Ask someone to spell it, if you're not sure. Especially if it doesn't agree with the address on record. The funny thing is, getting the adapter was hardly a dealbreaker; I would have bought the 950 without it. But if I was entitled to one, why not get it? They're useful and Sony charges an arm and a leg for them. At this point, IF it comes, I will have earned it. OK, I feel better now.