Thread: No ePub for PRS-500, but Sony offers $100 trade-in credit to upgraders
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Old 08-07-2008, 06:49 PM   #43
Nate the great
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Quote:
Originally Posted by maxio View Post
Sony's Customer Service s#$%. So I drive myself to SF and walk into the Sony Style store. I ask about the special rebate trade-in offer, so that I can upgrade and the manager replies: "I just found out about this deal, and don't know how to handle it, so at the moment we are not recognizing the offer!" He said, that I should go through the online process. So let me get this straight! I drive 100 miles so that I can trade in my unit and avoid shipping costs, and this is his response!!! Don't go to the Sony Style store in SF before calling in first!! This guy is an idiot and shouldn't be in retail! Second, this is exactly why Sony is losing its loyal customers!
I think I have an explanation for your experience.

Bob didn't stress this in the original post, but Sony only decided to make this trade in offer because of the campaign I started on Friday. It looks to me like they put the deal together yesterday with the intention of announcing it today. The store manager probably came into work today with no idea that the trade in deal existed. (What usually happens is that the store gets a regular shipment of marketing info around 2 weeks before it is supposed to take effect. That didn't happen this time.)

We only heard about the offer last night when Bob got a call from someone we know at Sony. We have had conference calls before, but those were usually planned out a few days in advance. This call was completely unplanned.

I think we should have stressed how sudden the announcement was. I'll try to remember that in the future.
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