MobileRead Forums - View Single Post - customer service

cybmole · 04-03-2014, 09:39 AM

it seems that somewhere in a sequence of 30+ emails, 3 letters to sony head office, emails to named execs from http://www.ceoemail.com/, and a written threat of small claims court action - that I finally pressen the right buttons and Sony are now intending to refund me for the failed T3 that I bought from sony store ( old thread - cracked screen issue)

So as a (hopefully not too premature) celebration here is a "best of" how to do customer service - sony style - actula names & number edited out for posting

A selection of the idiotic responses received already – I have over 30 such replies!
1. Dear xxx
Thank you for your recent Email.
In regards to your query regarding your Reader has been sold to you with a faulty cracked screen, we would recommend reporting the fault to the original retailer.
Duh :How many more times – the original retailer was Sony United Kingdom and Ireland, a division of Sony Europe Limited.A company registered in England and Wales. Registered office: The Heights, Brooklands, Weybridge, Surrey, KT13 0XW Trading as sony store online

2. Dear xxxxx
Thank you for contacting Sony support.
In regards to your query regarding speaking to a manager I have tried contacting several times..., but it seems your number does not receive calls from our number.
[ I have explained, repeatedly that I do not accept Anonymous calls & they need to turn off caller number with-held]
3. Dear xxx,
Thank you for your reply, we apologize for the inconvenience.
In regards to your enquiry, please be advised that we have tried to contact you, but your number does not receive calls from our number and this is the only number that we can contact you from.
I look forward to hearing from you.
Yours Sincerely,
Mostafa

[I explain that I wish to call a direct line to a responsible individual, not a premium rate switchboard which will queue me ]

4. 20/3/13 Dear xxxx
Thank you for your feedback.

Regarding our case, we are afraid that this is the only number that Sony has : 08448466555

I will make sure that a manager contact you during the next 24 business hours, or you may call us if you please
I hope that my e-mail has gone some way to clarifying this matter.

Yours sincerely

Tamer
Sony Customer Support

5. Dear xxxx

Thank you for your reply.

We would like to clarify that the number provided before is not a premium rate number, we also confirm that our number is not an anonymous one.
[ but see above – 0844 is premium rate for me, and the only reason that a call will not get through is if it is anonymous – there is no fault on my phone line ! ]

6. ( this one is just a blatant lie ) 13/3/13 Dear xxxx
Thank you for your recent email.
We would like to confirm that you have been contacted, and definitely a supervisor will contact you again as soon as possible.
Should you have any further questions, please feel free to reply to this email.
Thank you for your enquiry.
Yours sincerely,
Nourhan Zidan

7. 10/3/13 Dear xxxxx
Thank you for your e-mail, we apologize for the inconvenience.
In regards for your enquiry, please be advised that the sales department in totally independent from us and that is the difference between the manufacture and the retailer, however, we have passed your case to a manager to review the e-mail, yet we still recommend contacting the sales department for further assistance with your issue.

8. Dear Mr Guest
Thank you for your recent email.
In regards to your query, we confirm that the Sales Department does not have an email address; however, you can try calling them on the number below:
08456000124
Thank you for your enquiry.
Yours sincerely,
Nourhan Zidan

9. 6/3/13 Dear xxxxx
Thank you for your recent email.
In regards to the cracked screen, we confirm that this is not a known issue and we confirm that when you received the e-reader, it did not have any cracks on the screen, and this happened due to an external force, and the warranty that we provide our customers does not cover physical damages.
And in regards to being not fit for purpose, we believe that you are referring to the sales of goods act, which refers to the relationship between the customer and the retailer, so we recommend for you to contact the retailer if you are looking for any further assistance.
And in regards to the person that came up with this decision, we confirm that the reply to any escalation is sent anonymously, and this decision was taken from the Complaints Department.
Also, in regards to the letter, please check the address below to be able to send your letter to the Head Quarters:
The Heights Brooklands, Weybridge, Surrey KT13 0XW, United Kingdom
[I have sent 2 letters to that address, both have been ignored ]

04-03-2014, 09:39 AM	#1
cybmole Wizard Posts: 3,720 Karma: 1759970 Join Date: Sep 2010 Device: none	customer service - sony style it seems that somewhere in a sequence of 30+ emails, 3 letters to sony head office, emails to named execs from http://www.ceoemail.com/, and a written threat of small claims court action - that I finally pressen the right buttons and Sony are now intending to refund me for the failed T3 that I bought from sony store ( old thread - cracked screen issue) So as a (hopefully not too premature) celebration here is a "best of" how to do customer service - sony style - actula names & number edited out for posting A selection of the idiotic responses received already – I have over 30 such replies! 1. Dear xxx Thank you for your recent Email. In regards to your query regarding your Reader has been sold to you with a faulty cracked screen, we would recommend reporting the fault to the original retailer. Duh :How many more times – the original retailer was Sony United Kingdom and Ireland, a division of Sony Europe Limited.A company registered in England and Wales. Registered office: The Heights, Brooklands, Weybridge, Surrey, KT13 0XW Trading as sony store online 2. Dear xxxxx Thank you for contacting Sony support. In regards to your query regarding speaking to a manager I have tried contacting several times..., but it seems your number does not receive calls from our number. [ I have explained, repeatedly that I do not accept Anonymous calls & they need to turn off caller number with-held] 3. Dear xxx, Thank you for your reply, we apologize for the inconvenience. In regards to your enquiry, please be advised that we have tried to contact you, but your number does not receive calls from our number and this is the only number that we can contact you from. I look forward to hearing from you. Yours Sincerely, Mostafa [I explain that I wish to call a direct line to a responsible individual, not a premium rate switchboard which will queue me ] 4. 20/3/13 Dear xxxx Thank you for your feedback. Regarding our case, we are afraid that this is the only number that Sony has : 08448466555 I will make sure that a manager contact you during the next 24 business hours, or you may call us if you please I hope that my e-mail has gone some way to clarifying this matter. Yours sincerely Tamer Sony Customer Support 5. Dear xxxx Thank you for your reply. We would like to clarify that the number provided before is not a premium rate number, we also confirm that our number is not an anonymous one. [ but see above – 0844 is premium rate for me, and the only reason that a call will not get through is if it is anonymous – there is no fault on my phone line ! ] 6. ( this one is just a blatant lie ) 13/3/13 Dear xxxx Thank you for your recent email. We would like to confirm that you have been contacted, and definitely a supervisor will contact you again as soon as possible. Should you have any further questions, please feel free to reply to this email. Thank you for your enquiry. Yours sincerely, Nourhan Zidan 7. 10/3/13 Dear xxxxx Thank you for your e-mail, we apologize for the inconvenience. In regards for your enquiry, please be advised that the sales department in totally independent from us and that is the difference between the manufacture and the retailer, however, we have passed your case to a manager to review the e-mail, yet we still recommend contacting the sales department for further assistance with your issue. 8. Dear Mr Guest Thank you for your recent email. In regards to your query, we confirm that the Sales Department does not have an email address; however, you can try calling them on the number below: 08456000124 Thank you for your enquiry. Yours sincerely, Nourhan Zidan 9. 6/3/13 Dear xxxxx Thank you for your recent email. In regards to the cracked screen, we confirm that this is not a known issue and we confirm that when you received the e-reader, it did not have any cracks on the screen, and this happened due to an external force, and the warranty that we provide our customers does not cover physical damages. And in regards to being not fit for purpose, we believe that you are referring to the sales of goods act, which refers to the relationship between the customer and the retailer, so we recommend for you to contact the retailer if you are looking for any further assistance. And in regards to the person that came up with this decision, we confirm that the reply to any escalation is sent anonymously, and this decision was taken from the Complaints Department. Also, in regards to the letter, please check the address below to be able to send your letter to the Head Quarters: The Heights Brooklands, Weybridge, Surrey KT13 0XW, United Kingdom [I have sent 2 letters to that address, both have been ignored ]