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Old 12-13-2010, 10:56 PM   #1
mutabor
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Horrifying experience dealing with Sony Service Centre
I own PRS-505, 600 and 650. So I USED TO BE a Sony fan.

My PRS-600 developed the white spots on the screen problem, which was discussed on this forum many times. I sent it for repairs to Sony Laredo Service Centre.

They received it on OCTOBER 12. I was told that the repair will take about a week or so.
On November 14th I received the following email:
“Good morning,
The unit has being service and will be ship out this week.
Your should be inform via email soon.
Thanks”

I’ve never heard from this guy ever since. I called to the service centre on a weekly basis and always was given an answer that the reader has been repaired and should be shipped to me within two days. On November 25th I got a new answer that….they are still waiting for a part to arrive. So basically that means that all the previous answers were a lie. On December 2 when I called to check the status I was offered to receive brand new 650. I was happy since I would be getting new 650.

Fast forward to today December 14th. A huge box has arrived. It could be used to hold like 20 e-readers. What I have found inside is a refurbished PRS-600.

I was without reader for TWO MONTHS, was repeatedly lied by their support and was lied again about getting brand new 650.

I’m thinking about feeding this story to Engadget or Gizmondo. They could publish it under a title – Sony Support screws yet another customer.


I really like the new 650...but I'll never ever buy any Sony reader again. Screw them.
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Old 12-14-2010, 12:22 AM   #2
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I would pass that info on to them. I would be PO'd with Sony, too.
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Old 12-14-2010, 01:05 AM   #3
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I'd call and ask for a manager and go through all of that on the phone with customer service.

I've had good luck when I've called Sony.
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Old 12-14-2010, 01:09 AM   #4
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I'd call and ask for a manager and go through all of that on the phone with customer service.

I've had good luck when I've called Sony.
I'm going to do it today. But actually as mentioned in the post I've been calling them once a week for the past 4 or 5 weeks.

They also mentioned that they will email me a tracking number when the package ships. Of course no tracking number was emailed either.
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Old 12-14-2010, 01:25 AM   #5
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Old 12-14-2010, 02:25 AM   #6
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What I have found inside is a refurbished PRS-600 Black (I sent a Blue one)
Where'd you find a blue 600?
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Old 12-14-2010, 02:44 AM   #7
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Where'd you find a blue 600?
Now when you have mentioned it... it was in fact black (I was certain it was blue). I guess after two months without it I've started to forget how the original reader looked.
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Old 12-14-2010, 02:53 AM   #8
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That is pretty bad service. I would be well pissed off.
But, horrifying really? Was it even a little bit like watching your grandmother carted off and shot in the street?

I've said it eleventy gazillion times "we should not exaggerate"
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Old 12-14-2010, 03:08 AM   #9
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Was it even a little bit like watching your grandmother carted off and shot in the street?
In Singapore we don't have shootings on the street at all. Here if you would get caught with an empty cartridge from a bullet you might end up paying hefty fine or worse yet end up in a prison.
So what we might call horrifying here could be a day to day occurrence in other places.
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Old 12-14-2010, 03:37 AM   #10
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Old 12-14-2010, 03:38 AM   #11
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mutabor, since all your previous experiences posting here, prior to this "horrific" experience with Sony services, involved selling Sony spare parts, perhaps you can help yourself.
I was looking for a spare part and when I couldn't find one I was selling my 505. So what's your problem?
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Old 12-14-2010, 03:46 AM   #12
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Old 12-14-2010, 03:49 AM   #13
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Mutabor, your FIRST post here on 9/25/10 was titled:

Five PRS505 & PRS500 for spare parts, 2 good screens

So now you are saying " I was selling my 505"?

Forgive me, but I am having problems understanding your post.
I posted in that thread. I needed a spare part for broken 505. I wasn't the thread starter...
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Old 12-14-2010, 03:56 AM   #14
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My apologies.
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Old 12-14-2010, 04:10 AM   #15
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Let me be perfectly clear.

mutabor has claimed I am a "moron". I ... trust mutabor's appraisal.

I had my eye's checked recently, but, given recent evidence, I may need to do so again soon.

Please keep this in mind when reading my above [deleted] posts.

EDIT; By mutual agreement I have deleted my previous posts, but I kept this post to remind me to think before posting.
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