Quote:
Originally Posted by elizilla
Also, the folks in customer support do notice when a particular user is "shopping" for the person who will give them a freebie. If you're pleasant they may quietly facilitate this shopping, but if you are nasty they can intentionally defeat it.
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That is exactly how it works. Speaking as someone who works in the tech support/customer support department for a computer upgrades vendor, I can verify that yes, we can tell when you are trying to get free stuff for nothing, because we get that all the time. Every single one of our customers suffers from the delusion that they are more important than anyone else, and they falsely believe that we owe them something just because the hardware stopped working.
Newsflash: Hardware fails. We owe you nothing beyond the warranty. Quit whining and deal with reality.
That said, if you're nice and reasonable, we will go an extra mile to make your life easier and find a hassle-free solution for you, because that is what we do. That's what we're paid to do. Just don't be an ass about it, because if you are, that's when I start going over our policies with a fine-tooth comb and look for a good excuse not to help you.
Quote:
Originally Posted by snape
After asking several times (nicely but pointedly) how a hardware-only exchange was NOT covered under the 1-year warranty, and after getting several replies that fell well short of any kind of answer, the rep told me he might be able to get me a "discount" to make it a no-cost transaction. Long story short, he came through with the "discount" and now I'm waiting for e-mailed instructions on how to send in my broken reader. Once they receive my reader, they'll ship out the warranty replacement.
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"Nicely but pointedly" are the key words there. It's perfectly possible to be determined and stubborn without being rude, and in this particular case you had a valid case. Any time a company tries to charge you for something covered under warranty, you have consumer rights legislation on your side, not on theirs.
Sony's policies and attitudes are very different from the company I work for.
