Okay, so what would you do?

clerky96 · 12-23-2010, 07:40 PM

I'll try to make this as short as possible. My sister had a locked-up PRS-500. She had sent the unit in once before and had it repaired. I contacted Sony and since it had been less than 90 days since the last repair they told me they would repair it for free & sent me a pre-paid shipping label. The unit was received at the Laredo repair center on Nov 8. They called several days later and left a message to call them. I called & they told me the unit was non-repairable and if it was acceptable they would replace it with a refurbished PRS-600. I agreed. I have still not received the replacement. I have called numberous times since then and always get told the unit is scheduled for replacement and to give it another week to 10 days. When I called last week I was told that the repair center was closed to inquiry because they were trying to get caught up on repairs and replacements but that they would assign someone to my case and they would get back to me the first of this week. Well, needless to say no one contacted me. I called again today and was told that he would have to contact the person assigned and would send me an email later today to let me know exactly where it is in the replacement process. No email. I have really tried to keep my cool, but it is running thin. What do you think I should do? I am happy that they are going to replace it but this is getting ridiculous.

doreenjoy · 12-23-2010, 08:23 PM

These kinds of things can take a long time, unfortunately. I'd give it another 2-3 weeks before complaining. Everything seems to be delayed due to some holiday or other.

You could also request a $75 trade in credit on a new reader, if your sister wants to upgrade to a 650....

clerky96 · 12-23-2010, 08:26 PM

Thank you so much. I had no idea that it would take so long but I knew there would be delays with the holidays. Now I feel much better about the delay.

jashsu · 12-24-2010, 01:32 AM

Do you have records of shipping and your phone conversations with support? Small claims court time.

clerky96 · 12-24-2010, 05:57 PM

I'm hoping it is not going to get to that point. I don't have any actual documentation of calls, but I do have all the info with a notification #, etc. They can always find the information that the unit is going to be replaced, they just can't seem to find anyone who can tell me when it will be. I think I am going to have to ask for someone higher up next time. It has been 7 weeks. I think I have been patient enough. I will be calling again on Monday. If I find out anything, I will post the results on here.

doreenjoy · 12-24-2010, 07:36 PM

There's another thead floating around the forum about a guy who received his after about 2 months of delays.

I know it sucks to be without the reader, but I think eventually it will work out.

petercreasey · 12-24-2010, 09:38 PM

I agree with the replies!

Sony may sometimes be slower than preferred but they, to my knowledge at least, have always lived up to their commitments.

jashsu · 12-24-2010, 09:54 PM

Let me preface this response by saying I love my Sony Readers and other Sony products. Sony is a big company, and I give their design and R&D groups a lot of credit for their products. That said, their RMA departments can be quite hit or miss.

When you get substandard service from any company's customer service or RMA department, you should not let your sentimentality for that company as a whole detract you from taking the appropriate measures to remedy the situation. Why? Because when you just lie down on bad customer service, that sends a signal to the company or the third party customer service provider that they can continue providing crappy service.

Now, maybe you just got a corner case, an exception to the rule. Or possibly they were just swamped with work near the holiday season. These are valid scenarios but never valid excuses for poor service. Before it gets to the point of a small claims suit, there are other avenues you might pursue including writing a letter to the executive office. IF it comes to that point, keep in mind that small claims can be a very easy process if you have all your records and documentation on file.

Above all if you feel you are getting the run-around, you need to be proactive to resolve the situation. If not for yourself, do it for everyone else who owns a Reader. Good luck!

clerky96 · 12-31-2010, 08:10 AM

Got my reader yesterday. They lived up to their promise and I am happpy. Not a lot of companies would replace an unrepairable item with a refurbished upgrade. So I am going to excuse them for taking so long and blame it on the fact that it was the holiday season and they were extremely busy.

DixieGal · 12-31-2010, 08:16 AM

Glad to hear you got a happy ending. (snigger). I was thinking that they might have a short supply of refurbs and sold out over the holidays, and that perhaps they had to wait for one to become available.

Now you have to catch up on all that missed reading!

12-23-2010, 07:40 PM	#1
clerky96 Connoisseur Posts: 93 Karma: 14 Join Date: Jun 2009 Location: Illinois - USA Device: none	Okay, so what would you do? I'll try to make this as short as possible. My sister had a locked-up PRS-500. She had sent the unit in once before and had it repaired. I contacted Sony and since it had been less than 90 days since the last repair they told me they would repair it for free & sent me a pre-paid shipping label. The unit was received at the Laredo repair center on Nov 8. They called several days later and left a message to call them. I called & they told me the unit was non-repairable and if it was acceptable they would replace it with a refurbished PRS-600. I agreed. I have still not received the replacement. I have called numberous times since then and always get told the unit is scheduled for replacement and to give it another week to 10 days. When I called last week I was told that the repair center was closed to inquiry because they were trying to get caught up on repairs and replacements but that they would assign someone to my case and they would get back to me the first of this week. Well, needless to say no one contacted me. I called again today and was told that he would have to contact the person assigned and would send me an email later today to let me know exactly where it is in the replacement process. No email. I have really tried to keep my cool, but it is running thin. What do you think I should do? I am happy that they are going to replace it but this is getting ridiculous. Last edited by clerky96; 12-23-2010 at 07:44 PM.

12-23-2010, 08:23 PM	#2
doreenjoy 01000100 01001010 Posts: 1,889 Karma: 2400000 Join Date: Mar 2009 Device: Polyamorous	These kinds of things can take a long time, unfortunately. I'd give it another 2-3 weeks before complaining. Everything seems to be delayed due to some holiday or other. You could also request a $75 trade in credit on a new reader, if your sister wants to upgrade to a 650....

12-23-2010, 08:26 PM	#3
clerky96 Connoisseur Posts: 93 Karma: 14 Join Date: Jun 2009 Location: Illinois - USA Device: none	Thank you so much. I had no idea that it would take so long but I knew there would be delays with the holidays. Now I feel much better about the delay.

12-24-2010, 01:32 AM	#4
jashsu Connoisseur Posts: 67 Karma: 154 Join Date: Nov 2006 Device: PRS-500, PRS-600, PRS-650, Oasis 2	Do you have records of shipping and your phone conversations with support? Small claims court time.

12-24-2010, 05:57 PM	#5
clerky96 Connoisseur Posts: 93 Karma: 14 Join Date: Jun 2009 Location: Illinois - USA Device: none	I'm hoping it is not going to get to that point. I don't have any actual documentation of calls, but I do have all the info with a notification #, etc. They can always find the information that the unit is going to be replaced, they just can't seem to find anyone who can tell me when it will be. I think I am going to have to ask for someone higher up next time. It has been 7 weeks. I think I have been patient enough. I will be calling again on Monday. If I find out anything, I will post the results on here.

12-24-2010, 07:36 PM	#6
doreenjoy 01000100 01001010 Posts: 1,889 Karma: 2400000 Join Date: Mar 2009 Device: Polyamorous	There's another thead floating around the forum about a guy who received his after about 2 months of delays. I know it sucks to be without the reader, but I think eventually it will work out.

12-24-2010, 09:38 PM	#7
petercreasey Wizard Posts: 1,188 Karma: 1119516 Join Date: Aug 2009 Device: Sony: PRS 950 & T1, Kobo: Aura One & Forma	I agree with the replies! Sony may sometimes be slower than preferred but they, to my knowledge at least, have always lived up to their commitments.

12-24-2010, 09:54 PM	#8
jashsu Connoisseur Posts: 67 Karma: 154 Join Date: Nov 2006 Device: PRS-500, PRS-600, PRS-650, Oasis 2	Let me preface this response by saying I love my Sony Readers and other Sony products. Sony is a big company, and I give their design and R&D groups a lot of credit for their products. That said, their RMA departments can be quite hit or miss. When you get substandard service from any company's customer service or RMA department, you should not let your sentimentality for that company as a whole detract you from taking the appropriate measures to remedy the situation. Why? Because when you just lie down on bad customer service, that sends a signal to the company or the third party customer service provider that they can continue providing crappy service. Now, maybe you just got a corner case, an exception to the rule. Or possibly they were just swamped with work near the holiday season. These are valid scenarios but never valid excuses for poor service. Before it gets to the point of a small claims suit, there are other avenues you might pursue including writing a letter to the executive office. IF it comes to that point, keep in mind that small claims can be a very easy process if you have all your records and documentation on file. Above all if you feel you are getting the run-around, you need to be proactive to resolve the situation. If not for yourself, do it for everyone else who owns a Reader. Good luck!

12-31-2010, 08:10 AM	#9
clerky96 Connoisseur Posts: 93 Karma: 14 Join Date: Jun 2009 Location: Illinois - USA Device: none	Got my reader yesterday. They lived up to their promise and I am happpy. Not a lot of companies would replace an unrepairable item with a refurbished upgrade. So I am going to excuse them for taking so long and blame it on the fact that it was the holiday season and they were extremely busy.

12-31-2010, 08:16 AM	#10
DixieGal Hi There! Posts: 7,473 Karma: 2930523 Join Date: Feb 2008 Location: Ft Lauderdale Device: iPad	Glad to hear you got a happy ending. (snigger). I was thinking that they might have a short supply of refurbs and sold out over the holidays, and that perhaps they had to wait for one to become available. Now you have to catch up on all that missed reading!

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