MobileRead Forums - View Single Post - Sony Ebook Store Customer Service Experience

AbominableDavid · 03-08-2010, 01:43 PM

My first experience buying an ebook from the Sony site was bad. This was all after the conversion to epub (which made me happy, at first, because I do like the epub format).

I found the book I wanted (a book on the history of India) and purchased it - the correct book showed up on the purchase page. I paid for the book and downloaded it, but instead of the book I purchased I got a Mafia potboiler. First I tried to use Sony's online chat support, but that didn't work with Firefox at first. Then I called their support and got bounced around from person to person before finally being told the problem would be fixed within 24 hours. After 24 hours passed, I got the online chat to work but the person I chatted with was completely unable to help. So I called back to the phone support line and was told that it would be at least 3-5 days before my problem was fixed.

I was pretty irritated by that point, but decided to wait it out. After 4 days the problem still hadn't be resolved, so I called back and was told that it might be 2-3 weeks.

At that point I decided that Sony was just too incompetent to keep my money, so I asked for my money back. They tried for a while to tell me they couldn't do that, but eventually I did get a refund.

I love Sony's PRS-505, but I'll never use their bookstore again.

03-08-2010, 01:43 PM	#12
AbominableDavid Enthusiast Posts: 25 Karma: 10 Join Date: Sep 2009 Location: Tennessee Device: Kobo Aura HD	My first experience buying an ebook from the Sony site was bad. This was all after the conversion to epub (which made me happy, at first, because I do like the epub format). I found the book I wanted (a book on the history of India) and purchased it - the correct book showed up on the purchase page. I paid for the book and downloaded it, but instead of the book I purchased I got a Mafia potboiler. First I tried to use Sony's online chat support, but that didn't work with Firefox at first. Then I called their support and got bounced around from person to person before finally being told the problem would be fixed within 24 hours. After 24 hours passed, I got the online chat to work but the person I chatted with was completely unable to help. So I called back to the phone support line and was told that it would be at least 3-5 days before my problem was fixed. I was pretty irritated by that point, but decided to wait it out. After 4 days the problem still hadn't be resolved, so I called back and was told that it might be 2-3 weeks. At that point I decided that Sony was just too incompetent to keep my money, so I asked for my money back. They tried for a while to tell me they couldn't do that, but eventually I did get a refund. I love Sony's PRS-505, but I'll never use their bookstore again.