How do i get a response or reply form sony service centre

tahunasky · 04-30-2011, 10:02 PM

Hopefully someone can help me...

I sent in my prs-650 for repair (the guy said it would be exchanged) well over a month ago, and on the track and trace it was delivered at 10:45am on 31st march, to the Laredo/TX service centre - and signed for.

I have looked on the eService website ( https://eservice.sony.com/webrma/web/index.do ) to check the status - but the Sony Event ID number that i was giving is not recognised..

I have since emailed (support@ebookstore.sony.com - they always replied with in 24 hours when i was asking about the fault and what i had to do to get it repaired) them 3 times (over the last 2 weeks) asking what is the status of the repair/exchange, and also emailed the Sony Listens and others i found on here ( sonylistens@am.sony.com, evelyn.perez@am.sony.com, valerie.motis@am.sony.com, Steve.Haber@am.sony.com ) when i got no reponse to the 3 emails, and not one reply..

This is the worst service i have ever had from any company ever.

Does anyone have the contact details of a manager/supervisors or someone else up the chain of command in the company - maybe the CEO of the company ???

They now have my money from the purchase of the ereader, and the ereader itself !!!

Poppaea · 05-01-2011, 12:58 AM

Quote:

Originally Posted by igorsk

Valerie Motis handles PR for the Reader division: valerie.motis[*]am.sony.com
The head of the Reader division is Steve Haber: Steve.Haber[*]am.sony.com

Sorry to hear they still have not answered. It certainly is a shame. Even though Sony is known for their bad CS, this is worse than I heard of before. Not even answering mails is extremely rude and stupid.

It looks like you will have to send your mail to Steve Haber.

I cross my fingers for you and hope it will work out in time for your trip!

carpetmojo · 05-01-2011, 05:57 AM

Alas, the old. old story.........................

GeoffC · 05-01-2011, 06:13 AM

Can you not find a telephone number to contact them directly, rather than email. Given the length of time and no response you probably need to start shouting ....

Poppaea · 05-01-2011, 06:31 AM

Laredo Customer Satisfaction Center
Sony Electronics Inc.
10227 Crossroads Loop, Suite C
Laredo, Texas 78045
Voice: 866-357-6230
FAX: 956-728-2132

Have a look at this site, too.

http://pro.sony.com/bbsc/ssr/service...inrepair.shtml

Contact us

tahunasky · 05-01-2011, 08:33 AM

Quote:

Originally Posted by Poppaea

It looks like you will have to send your mail to Steve Haber.

I emailed both Valerie Motis and Steve Haber on the 25th april, a week today. I would have thought that i would have had a reply in a couple of days at least... but nothing... not even a response to say they were looking into it..

As for getting it back before my trip.. i am currently in AU, i am off to NZ on wednesday, then argentina in june.. so from the experience i have had so far from sony i very much doubt if i will have it for any of my travels, and am wondering if i will even see it again !!!

Fayth · 05-01-2011, 10:54 AM

Definitely call. Customer service is 10 times more incompetent by email than by phone.

peitsao · 05-03-2011, 07:30 AM

I hope you get better results than I had with my computer, which had a recall on the outlet plug which shocks my hand every time I touch it. I requested a replacement, and never got one. Every time I call them, they put me on hold for an hour and then come back and tell me I already got one, but I never did. They refuse to send me another after three separate calls to complain.

Sonylistens · 05-03-2011, 10:04 AM

Hello Peitsoa,
My name is Evelyn from Sony electronics the SonyListens team. I'm sorry to hear about the problems you have had with you device. Please e-mail us at SonyListens@am.sony.com so that we can assist you. Include a brief description of your previous posting and your contact information. Thank you.
Best Regards,
Evelyn Perez
SonyListens Team :-)

Sonylistens · 05-03-2011, 10:15 AM

Hi Tahunasky,
My name is Evelyn from the SonyListens Team. I do apologize for the problems you have had in trying to get this issue resolved. In order for us to assist you please send another e-mail to us at SonyListens@am.sony.com. Please include your event number, phone number, and your name so that we can look up the statues of your prs-650.
Best Regards,
Evelyn Perez
Sony Listens Team

GeoffC · 05-03-2011, 10:37 AM

Sonylistens

Welcome to Mobileread ....

Poppaea · 05-03-2011, 02:18 PM

Quote:

Originally Posted by tahunasky

Hopefully someone can help me...

I have since emailed (support@ebookstore.sony.com - they always replied with in 24 hours when i was asking about the fault and what i had to do to get it repaired) them 3 times (over the last 2 weeks) asking what is the status of the repair/exchange, and also emailed the Sony Listens and others i found on here ( sonylistens@am.sony.com, evelyn.perez@am.sony.com, valerie.motis@am.sony.com, Steve.Haber@am.sony.com ) when i got no reponse to the 3 emails, and not one reply..

This is the worst service i have ever had from any company ever.

Does anyone have the contact details of a manager/supervisors or someone else up the chain of command in the company - maybe the CEO of the company ???

They now have my money from the purchase of the ereader, and the ereader itself !!!

Quote:

Originally Posted by Sonylistens

Hi Tahunasky,
My name is Evelyn from the SonyListens Team. I do apologize for the problems you have had in trying to get this issue resolved. In order for us to assist you please send another e-mail to us at SonyListens@am.sony.com. Please include your event number, phone number, and your name so that we can look up the statues of your prs-650.
Best Regards,
Evelyn Perez
Sony Listens Team

Are you kidding? How often does he have to email you? Showing up here and always writing the same text in your posts doesn't do the trick.

I'd like to see a post by someone you did help!

astra · 05-04-2011, 05:50 AM

Quote:

Originally Posted by Poppaea

I'd like to see a post by someone you did help!

peitsao · 05-04-2011, 11:35 AM

Well, I got a call today about my defective adapter (after using the email link) and will receive it in a week! No more shocks when I touch the adapter to my computer! I have been trying to get one for over 6 months, so maybe the email works. I will let you know when I get it, to be certain.

Poppaea · 05-04-2011, 12:46 PM

This is good news! Please keep us informed.

04-30-2011, 10:02 PM	#1
tahunasky Member Posts: 15 Karma: 10 Join Date: Mar 2011 Device: Sony prs-650	How do i get a response or reply form sony service centre Hopefully someone can help me... I sent in my prs-650 for repair (the guy said it would be exchanged) well over a month ago, and on the track and trace it was delivered at 10:45am on 31st march, to the Laredo/TX service centre - and signed for. I have looked on the eService website ( https://eservice.sony.com/webrma/web/index.do ) to check the status - but the Sony Event ID number that i was giving is not recognised.. I have since emailed (support@ebookstore.sony.com - they always replied with in 24 hours when i was asking about the fault and what i had to do to get it repaired) them 3 times (over the last 2 weeks) asking what is the status of the repair/exchange, and also emailed the Sony Listens and others i found on here ( sonylistens@am.sony.com, evelyn.perez@am.sony.com, valerie.motis@am.sony.com, Steve.Haber@am.sony.com ) when i got no reponse to the 3 emails, and not one reply.. This is the worst service i have ever had from any company ever. Does anyone have the contact details of a manager/supervisors or someone else up the chain of command in the company - maybe the CEO of the company ??? They now have my money from the purchase of the ereader, and the ereader itself !!! Last edited by tahunasky; 05-01-2011 at 08:08 PM.

05-01-2011, 06:31 AM	#5
Poppaea Lucifer's Bat Posts: 2,577 Karma: 20638583 Join Date: Nov 2010 Location: Earth/Berlin Device: Kobo Libra Colour	Laredo Customer Satisfaction Center Sony Electronics Inc. 10227 Crossroads Loop, Suite C Laredo, Texas 78045 Voice: 866-357-6230 FAX: 956-728-2132 Have a look at this site, too. http://pro.sony.com/bbsc/ssr/service...inrepair.shtml Contact us Last edited by Poppaea; 05-01-2011 at 06:39 AM.

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05-01-2011, 05:57 AM	#3
carpetmojo Wizard Posts: 3,117 Karma: 9269999 Join Date: Feb 2011 Location: UK Device: Sony- T3, PRS650, 350, T1/2/3, Paperwhite, Fire 8.9,Samsung Tab S 10.5	Alas, the old. old story.........................

05-01-2011, 06:13 AM	#4
GeoffC Chocolate Grasshopper ... Posts: 27,599 Karma: 20821184 Join Date: Mar 2008 Location: Scotland Device: Muse HD , Cybook Gen3 , Pocketbook 302 (Black) , Nexus 10: wife has PW	Can you not find a telephone number to contact them directly, rather than email. Given the length of time and no response you probably need to start shouting ....

05-01-2011, 10:54 AM	#7
Fayth Zealot Posts: 134 Karma: 1337 Join Date: Dec 2010 Device: Sony PRS 350	Definitely call. Customer service is 10 times more incompetent by email than by phone.

05-03-2011, 07:30 AM	#8
peitsao Addict Posts: 211 Karma: 32760 Join Date: Nov 2007 Location: Allegheny Mountains Device: Kobo mini, PW3,NookST	I hope you get better results than I had with my computer, which had a recall on the outlet plug which shocks my hand every time I touch it. I requested a replacement, and never got one. Every time I call them, they put me on hold for an hour and then come back and tell me I already got one, but I never did. They refuse to send me another after three separate calls to complain.

05-03-2011, 10:04 AM	#9
Sonylistens Sony Customer Service Rep Posts: 35 Karma: 1170 Join Date: Nov 2010 Device: Sony Reader	Hello Peitsoa, My name is Evelyn from Sony electronics the SonyListens team. I'm sorry to hear about the problems you have had with you device. Please e-mail us at SonyListens@am.sony.com so that we can assist you. Include a brief description of your previous posting and your contact information. Thank you. Best Regards, Evelyn Perez SonyListens Team :-)

05-03-2011, 10:15 AM	#10
Sonylistens Sony Customer Service Rep Posts: 35 Karma: 1170 Join Date: Nov 2010 Device: Sony Reader	Hi Tahunasky, My name is Evelyn from the SonyListens Team. I do apologize for the problems you have had in trying to get this issue resolved. In order for us to assist you please send another e-mail to us at SonyListens@am.sony.com. Please include your event number, phone number, and your name so that we can look up the statues of your prs-650. Best Regards, Evelyn Perez Sony Listens Team

05-03-2011, 10:37 AM	#11
GeoffC Chocolate Grasshopper ... Posts: 27,599 Karma: 20821184 Join Date: Mar 2008 Location: Scotland Device: Muse HD , Cybook Gen3 , Pocketbook 302 (Black) , Nexus 10: wife has PW	Sonylistens Welcome to Mobileread ....

05-04-2011, 11:35 AM	#14
peitsao Addict Posts: 211 Karma: 32760 Join Date: Nov 2007 Location: Allegheny Mountains Device: Kobo mini, PW3,NookST	Well, I got a call today about my defective adapter (after using the email link) and will receive it in a week! No more shocks when I touch the adapter to my computer! I have been trying to get one for over 6 months, so maybe the email works. I will let you know when I get it, to be certain.

05-04-2011, 12:46 PM	#15
Poppaea Lucifer's Bat Posts: 2,577 Karma: 20638583 Join Date: Nov 2010 Location: Earth/Berlin Device: Kobo Libra Colour	This is good news! Please keep us informed.

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