Sony came through

debscarlett · 11-07-2008, 10:18 AM

I just introduced myself over in the new member forum but since my very first reader will be a PRS-700 I thought I'd come and put in a plug for Sony.

I ordered my reader, a PRS-505 on Oct. 2 - hours before they announced the upgrade. Of course, being brilliant, I decided that I'd engrave the 505 thus making it unreturnable. *facepalm*

When they made the formal 700 announcement I checked my order and, seeing that it was still in process, immediately called to cancel. Unfortunately "in process" means "we rushed that bad boy right to engraving and now it's YOURS".

After several polite, yet forceful phone calls (in which I pointed out that when I had ordered the reader I was informed by customer service, hours prior to the announcement, that NO upgrades were going to be announced in the foreseeable future) and a few direct emails stating how I was unhappy with a product that I did not yet even own, Sony graciously agreed to accept the return of my engraved reader for full credit which allowed me to purchase the 700.

I can't say the customer service was immediately helpful but, with persistence, they really came through.

Can't wait to get my 700! (Shipping date estimate: 11/18!)

DixieGal · 11-07-2008, 10:22 AM

Welcome! And I'm glad you are getting the good customer service you deserve. I just left another thread where a Sony customer was flaming the company for a problem that was out of its hands.

I think you will enjoy a long happy relationship with your reader, and there are lots of Sony users here who can help you with everything and anything.

ShortNCuddlyAm · 11-07-2008, 10:47 AM

Well done for perservering - glad they sorted it out for you

11-07-2008, 10:18 AM	#1
debscarlett Junior Member Posts: 5 Karma: 11 Join Date: Aug 2008 Location: Philadelphia, PA Device: Sony PRS-505	Sony came through I just introduced myself over in the new member forum but since my very first reader will be a PRS-700 I thought I'd come and put in a plug for Sony. I ordered my reader, a PRS-505 on Oct. 2 - hours before they announced the upgrade. Of course, being brilliant, I decided that I'd engrave the 505 thus making it unreturnable. facepalm When they made the formal 700 announcement I checked my order and, seeing that it was still in process, immediately called to cancel. Unfortunately "in process" means "we rushed that bad boy right to engraving and now it's YOURS". After several polite, yet forceful phone calls (in which I pointed out that when I had ordered the reader I was informed by customer service, hours prior to the announcement, that NO upgrades were going to be announced in the foreseeable future) and a few direct emails stating how I was unhappy with a product that I did not yet even own, Sony graciously agreed to accept the return of my engraved reader for full credit which allowed me to purchase the 700. I can't say the customer service was immediately helpful but, with persistence, they really came through. Can't wait to get my 700! (Shipping date estimate: 11/18!)

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11-07-2008, 10:22 AM	#2
DixieGal Hi There! Posts: 7,473 Karma: 2930523 Join Date: Feb 2008 Location: Ft Lauderdale Device: iPad	Welcome! And I'm glad you are getting the good customer service you deserve. I just left another thread where a Sony customer was flaming the company for a problem that was out of its hands. I think you will enjoy a long happy relationship with your reader, and there are lots of Sony users here who can help you with everything and anything.

11-07-2008, 10:47 AM	#3
ShortNCuddlyAm WWHALD Posts: 7,879 Karma: 337114 Join Date: Sep 2008 Location: Mitcham, Surrey, UK Device: iPad. Selling my silver 505 here	Well done for perservering - glad they sorted it out for you

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