frustrating service; waiting on a repair; advice?

halipleumon · 04-20-2011, 12:39 PM

So earlier this month I posted a frantic post about the unexpected death of my ereader (PRS 350). After the frustrating experience speaking with customer service, I called a local Sony store and received more competent service. I shipped it off that very same day (April 7).
The status query for repairs are not accessible through the internet. With great reluctance, I called the repair department call center. All they were able to tell me was that the status was "in repair" vs "waiting for parts" or any other status that might prevent a speedy return.
This in itself worries me, since it seems that the information a representative actually has access to seems severely limited. Instead of checking whether or not the reader was received/diagnosed, I was just assured it'd be sent off this weel for sure. This assurrance doesn't seem grounded in anything more than it's been quite a while to wait for this damned thing to be shipped back.
Has anyone else had a crappy experience, and have any advice?
I kinda don't wanna wait til the end of the week to find out if it'll be shipped, because I'm not confident in that outcome. However, I don't think they'll be able to give me much info.
Is there a complaint center? Do they actually work to help you after placing a complaint?
Thanks.
Sara

Prestidigitweeze · 04-20-2011, 12:46 PM

Where do you live, Sara? I live in NYC and am walking distance from the Sony Store, the bottom level of which has a repair service. In the past, I've called first, then dropped off items and picked them up a week later or had them shipped to my door.

halipleumon · 04-20-2011, 12:53 PM

That must be nice. I live in Edmonton, Alberta, Canada. The repair center for ereaders is in Toronto. The previous device I had sent away was back within a week, and I sent it off Dec 31. If they can sort it out in a week during one of the busiest times of the year with variable postage service, I don't see many good reasons for this to take (nearly) two weeks.

Poppaea · 04-20-2011, 12:57 PM

Have a look at this post and the links given.

halipleumon · 04-20-2011, 01:27 PM

thank you very much! i called customer service once more, just to be sure i couldn't learn more for them.
the customer service rep actually listened to my experience, and i think he emailed someone from that team. he gave me a reference number for the call, and said he'd get back to me with info when he got it. if i don't hear back from him by the end of the week, i'll send that team a message.
thanks again.

tahunasky · 05-04-2011, 07:37 PM

I had a similar problem, sent my prs-650 in for exchange in march, and was recieved by sony 31st march at 10:45am - signed for..

I didnt hear anything, sent off 5 emails to different people over a period of 2 weeks - repair centre people, customer service, sony listens etc.. not a word back..

Anyways i was in australia when its stuffed up, decided when i get to new zealand i would phone them and find out what was happening, and when i arrived in NZ, its was waiting for me, was sent from the states on 19th april, arrived in NZ on 28th..

So i got a new ereader back.. and am very happy, but i was very frustrated with their customer support... bascially non existant.. and annoyed that i wasted so much time on emailing etc when all sony had to do was send an email to me when they recieved me and telling me i new one was on the way..

04-20-2011, 12:39 PM	#1
halipleumon Member Posts: 16 Karma: 10 Join Date: Mar 2011 Device: sony reader prs 350	frustrating service; waiting on a repair; advice? So earlier this month I posted a frantic post about the unexpected death of my ereader (PRS 350). After the frustrating experience speaking with customer service, I called a local Sony store and received more competent service. I shipped it off that very same day (April 7). The status query for repairs are not accessible through the internet. With great reluctance, I called the repair department call center. All they were able to tell me was that the status was "in repair" vs "waiting for parts" or any other status that might prevent a speedy return. This in itself worries me, since it seems that the information a representative actually has access to seems severely limited. Instead of checking whether or not the reader was received/diagnosed, I was just assured it'd be sent off this weel for sure. This assurrance doesn't seem grounded in anything more than it's been quite a while to wait for this damned thing to be shipped back. Has anyone else had a crappy experience, and have any advice? I kinda don't wanna wait til the end of the week to find out if it'll be shipped, because I'm not confident in that outcome. However, I don't think they'll be able to give me much info. Is there a complaint center? Do they actually work to help you after placing a complaint? Thanks. Sara

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04-20-2011, 12:46 PM	#2
Prestidigitweeze Fledgling Demagogue Posts: 2,384 Karma: 31132263 Join Date: Feb 2011 Location: White Plains Device: Clara HD; Oasis 2; Aura HD; iPad Air; PRS-350; Galaxy S7.	Where do you live, Sara? I live in NYC and am walking distance from the Sony Store, the bottom level of which has a repair service. In the past, I've called first, then dropped off items and picked them up a week later or had them shipped to my door.

04-20-2011, 12:53 PM	#3
halipleumon Member Posts: 16 Karma: 10 Join Date: Mar 2011 Device: sony reader prs 350	That must be nice. I live in Edmonton, Alberta, Canada. The repair center for ereaders is in Toronto. The previous device I had sent away was back within a week, and I sent it off Dec 31. If they can sort it out in a week during one of the busiest times of the year with variable postage service, I don't see many good reasons for this to take (nearly) two weeks.

04-20-2011, 12:57 PM	#4
Poppaea Lucifer's Bat Posts: 2,577 Karma: 20638583 Join Date: Nov 2010 Location: Earth/Berlin Device: Kobo Libra Colour	Have a look at this post and the links given.

04-20-2011, 01:27 PM	#5
halipleumon Member Posts: 16 Karma: 10 Join Date: Mar 2011 Device: sony reader prs 350	thank you very much! i called customer service once more, just to be sure i couldn't learn more for them. the customer service rep actually listened to my experience, and i think he emailed someone from that team. he gave me a reference number for the call, and said he'd get back to me with info when he got it. if i don't hear back from him by the end of the week, i'll send that team a message. thanks again.

05-04-2011, 07:37 PM	#6
tahunasky Member Posts: 15 Karma: 10 Join Date: Mar 2011 Device: Sony prs-650	I had a similar problem, sent my prs-650 in for exchange in march, and was recieved by sony 31st march at 10:45am - signed for.. I didnt hear anything, sent off 5 emails to different people over a period of 2 weeks - repair centre people, customer service, sony listens etc.. not a word back.. Anyways i was in australia when its stuffed up, decided when i get to new zealand i would phone them and find out what was happening, and when i arrived in NZ, its was waiting for me, was sent from the states on 19th april, arrived in NZ on 28th.. So i got a new ereader back.. and am very happy, but i was very frustrated with their customer support... bascially non existant.. and annoyed that i wasted so much time on emailing etc when all sony had to do was send an email to me when they recieved me and telling me i new one was on the way..

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