Sony Customer Service Is Really Disappointing

[StanByk]

Hi ifonline,

it is a shame that Sony didn't make it clearer that this offer is valid if you purchase through the Sony store.

I have in the past come across many offers where the manufacturer of a device would add a voucher to the box, so that all customer, regardless of where they bought the product, could take advantage of that offer.

I understand that you expected this to be the case, especially since it was an offer from the manufacturer (and not from a box shifter such as Borders or Best Buy).

In any case, I can recommend the reader - I like it a lot.

Oh, and don't take the responses here in this thread too seriously...

[AP2F22]

I just found out about this promotion today and I purchased my 650 back in September 21, from sonystyle. I was bummed but I decided to ask sony customer care about an accommodation for purchasing the eReader before the promotion was in place.

I used the link near the bottom of the page for contacting sonystyle and then the link for cumtomer care. Then I just asked the question. I just got a call and said that they will accommodate me by sending out the 50 gift card. The agent said they will first charge my CC the 50 value of the gift card then they will refund the amout when it ships. Hope this information is helpful for those who bought early.

[ifonline]

Thanks. It is a nice device. I just put it down a minute ago after reading for a bit. The Kindle, by the way, is still at home.

[doreenjoy]

Originally Posted by JSWolf

I have a choice. I can buy a 650 from Borders to get their offer or I can buy from Sony and get their offer. I cannot get both offers.

That's what I expect from any retailer.

[doreenjoy]

Originally Posted by AP2F22

I just found out about this promotion today and I purchased my 650 back in September 21, from sonystyle. I was bummed but I decided to ask sony customer care about an accommodation for purchasing the eReader before the promotion was in place.

I used the link near the bottom of the page for contacting sonystyle and then the link for cumtomer care. Then I just asked the question. I just got a call and said that they will accommodate me by sending out the 50 gift card. The agent said they will first charge my CC the 50 value of the gift card then they will refund the amout when it ships. Hope this information is helpful for those who bought early.

Thanks, this is very helpful! I bought my 350 on October 10. Just wrote to Sony about the $50 gift card.

[yakuzaboss]

Originally Posted by AP2F22

I just found out about this promotion today and I purchased my 650 back in September 21, from sonystyle. I was bummed but I decided to ask sony customer care about an accommodation for purchasing the eReader before the promotion was in place.

I used the link near the bottom of the page for contacting sonystyle and then the link for cumtomer care. Then I just asked the question. I just got a call and said that they will accommodate me by sending out the 50 gift card. The agent said they will first charge my CC the 50 value of the gift card then they will refund the amout when it ships. Hope this information is helpful for those who bought early.

I also just found out about the promotion. When I contacted customer service and inquired about the gift card, they said it shouldn't be an issue to have one sent out. I even explained that my girlfriend bought it for me in September and they said that's was alright. My girlfriend would just have to call them to verify the purchase.

[jackinca]

I have purchased many Sony products over the past 20 years. Their Customer Service is not dependable even though their products seem to be generally well manufactured and above the average. Their PRS 650 is a superior product and advanced over the competition, and the minuses are minor in my opinion for a reader interested in reading books period. Sony Customer Service is definitely "keep your fingers crossed" situation in my experience.

[doreenjoy]

Originally Posted by yakuzaboss

I also just found out about the promotion. When I contacted customer service and inquired about the gift card, they said it shouldn't be an issue to have one sent out. I even explained that my girlfriend bought it for me in September and they said that's was alright. My girlfriend would just have call them to verify the purchase.

I just called, and they said that because I bought the product from SonyStyle on October 3 and the promotion didn't start until October 17, they couldn't honor the promotion. The rep also said that there was no way to ship out the gift card separately.

But, they gave me a $25.00 "courtesy credit" back on my credit card, so I can't complain about the service. They didn't have to do that much.

[MaxLV]

Originally Posted by ifonline

Maybe I'm wrong or stupid, but when the Sony Style website says:

I believe I am entitled to this offer. Sony, however, does not. They tell me that because I didn't buy the reader directly from them or from their retail store, I do not qualify. I find it interesting that there is no indication that the offer is only extended to those that purchase on the Sony website or in Sony's store. Sony explains that it is "obvious" that this only applies to purchases on the website or in Sony's store.

Hogwash. I just bought the Reader Touch Edition (650) yesterday, but I guess I'll need to return it today. I can't support a company that misleads me like this.

Let me get your story straight....

You bought a Sony PRS650 from a store or online (you dont actually say WHERE you bought it). But the store was NOT a Sony store (or apparently their online 'store.')

Sony are offering $50 worth of e-books for people who buy a Sony EBook reader from them either Online or at one of THEIR stores.

Even though YOU didn't buy the PRS 650 from Sony Online or at one of their 'bricks and mortar' stores you believe you're entitled to the $50 of ebooks from Sony that they are giving to THEIR customers.



If you want freebies go to the store you bought it from and ask them to match what Sony is offering THEIR customers.

Most people reading of the Sony offer would KNOW that it applied to buying the PRS 650 DIRECTLY from Sony.

You, for some reason cant quite grasp that basic logic.

I'm buying an LCD HD TV in the next few days. I've decided on a Sony 32" model.

What I'm doing now is 'shopping' around for the best deal I can get.

Various retailers are offering a price from $789 to $999 (the Sony store has the highest price incidentally)

However I dont expect every store to sell me this TV for $789 (or $999) just because that is the price at another store.

I'm certainly going to try bargining with various stores to see if they can match the low price for a cash sale, but I wont be telling them they HAVE TO sell it to me at the lowest price just because another shop is, especially AFTER I have bought it..

[JSWolf]

Max, if you buy your Sony TV from Costco, you get an extra year warranty via Costco.

[jackinca]

I have had similar frustratingly bad experiences with Sony Cust. Sv. in the past, but recently have used their direct number(ie not toll free) with very good results. Very competent and complete answers have always been given, and the response time is within minutes. The number is: 1-239-768-7678

[MaxLV]

Originally Posted by JSWolf

Max, if you buy your Sony TV from Costco, you get an extra year warranty via Costco.

Ignoring the fact that these extra warranties aren't worth the paper they're written on....

This 'deal' not from Sony because DUUUH! Sony dont offer that 'extra years' warranty and you/me dont have the *right* to ask Sony to provide something (the extra years warranty) they have have not offered to their customers in the first place.

You/I can ask but it isn't a 'right' and Sony do NOT have to match it.

If you/I wanted an extra years warranty (of 50 free E-Books) when buying an e-reader then we *HAVE TO* buy ther e-reader from the retailer that is *OFFERING* that deal. As I said that's basic logic and basic consumer 'smarts' for most people..

It's laughable that so many posting in this thread beleive that because a third party retailer is offering sweetener deals on a Sony E-Reader, they somehow believe that have some sort of 'right' to demand the same sweetener deal from Sony.

[vxf]

I am no fanboy - as a matter of fact, I quite dislike SONY.

But the customer service I received so far was just great. I bought some books and complained about formatting - got my money back and kept the books.

I realized the screen on my PRS900 was fading in the sun SIX MONTHS after buying it - and they replaced the unit nevertheless.

Neither time did I wait on the phone...


Now, to your issue... I am sorry it upsets you, but it seems most people here - me included - understood that the deal was specific to SONY's store and did not expect to receive the $50 worth of books from other retailers... If you were somehow under a different impression I think you deserve the option to return your unit and to get a full refund... but no, I don't think you somehow deserve the coupon.

[harriska2]

I can't afford a Sony TV. We bought the cheap Visio from Costco and it is still running strong after, what, 3 years now?

The Sony reader definitely feels heavier duty. The Kindle felt lighter but I it was actually 1 oz heavier (650 vs Kindle 3 wifi).

I wanted to stick with the Kindle because the support really is great. But I'm willing to gamble with Sony because the product fits my needs so much better.

[yakuzaboss]

Originally Posted by MaxLV

Ignoring the fact that these extra warranties aren't worth the paper they're written on....

This 'deal' not from Sony because DUUUH! Sony dont offer that 'extra years' warranty and you/me dont have the *right* to ask Sony to provide something (the extra years warranty) they have have not offered to their customers in the first place.

You/I can ask but it isn't a 'right' and Sony do NOT have to match it.

If you/I wanted an extra years warranty (of 50 free E-Books) when buying an e-reader then we *HAVE TO* buy ther e-reader from the retailer that is *OFFERING* that deal. As I said that's basic logic and basic consumer 'smarts' for most people..

It's laughable that so many posting in this thread beleive that because a third party retailer is offering sweetener deals on a Sony E-Reader, they somehow believe that have some sort of 'right' to demand the same sweetener deal from Sony.

So simple but some people just don't understand this.