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sayhello · 07-29-2011, 12:04 PM

I have to say, I had a very similar experience with Sony's customer service recently. I sent my 505 to them to have the battery replaced (NOT for free!) and I never heard a thing from them. I had to call them to verify they even got it. Two months and several calls later (many of them dropped before and after speaking to someone) I *FINALLY* got someone who told me that they no longer had any batteries for the 505. He transferred me to someone else who offered me a 650 (for $99) and then, promptly, the call dropped. It took me another call & 3 transfers to get back to the right person.

So, yes. Their call center technology sucks. Their customer service processes suck. However, once you actually get ahold of someone who knows what they are doing, the results are usually good. So while I HATE the process, it's usually worth sticking it out...

Sayhello

07-29-2011, 12:04 PM	#9
sayhello Addict Posts: 208 Karma: 373 Join Date: Aug 2008 Device: Sony PRS-505 (Blue!), PRS-650 (Black), iPad, iPod Touch	I have to say, I had a very similar experience with Sony's customer service recently. I sent my 505 to them to have the battery replaced (NOT for free!) and I never heard a thing from them. I had to call them to verify they even got it. Two months and several calls later (many of them dropped before and after speaking to someone) I FINALLY got someone who told me that they no longer had any batteries for the 505. He transferred me to someone else who offered me a 650 (for $99) and then, promptly, the call dropped. It took me another call & 3 transfers to get back to the right person. So, yes. Their call center technology sucks. Their customer service processes suck. However, once you actually get ahold of someone who knows what they are doing, the results are usually good. So while I HATE the process, it's usually worth sticking it out... Sayhello