PRS-650 Screen blotch

[Pomtroll]

Originally Posted by ScalyFreak

Be very careful how you phrase and deliver your request.

Anyone who has ever worked in customer service understands why I would say that. We do not take kindly to customers telling us what we owe them.

But it was amazing what it did for our internet connection. We kept getting dropped. We repeatedly went to the help department. Replaced modems 3 times, had a service person come out to the house. Finally we called customer service & said we would be going to their main competitor in our city if it was not working properly in a month. It has been working well since. Of course we told them all we had done to remedy the problem before we told the this was their last chance. And it was amazing how we didn't need anymore modems or a service person to come again.

So I think reporting what this person has done & how Sony lost more than one customer is in order.

And remember we are the customer & we can take our business elsewhere. I'm not saying we should be rude but after repeated problems I think we should be firm.

[ScalyFreak]

Originally Posted by haiyeekayakee

I shouldn't have to prove anything, am I to be judged guilty unless proved innocent?

You've obviously never worked in retail.

Customers are liars. They are also thieves, shoplifters, fraudsters, scammers, and depressingly stupid. Everyone who works in customer support knows this, everyone who works in retail knows this.

I realize I'm coming across as a bit harsh here, but to be honest, it is unrealistic to expect a customer service representative to believe that you're an honest person just because you say you are.

I'm not accusing you of breaking your reader. But surely you can understand that it's hard for someone who doesn't know you to believe that your 350 screen has been physically damaged from having absolutely nothing done to it?

Originally Posted by Pomtroll

And remember we are the customer & we can take our business elsewhere. I'm not saying we should be rude but after repeated problems I think we should be firm.

Oh, absolutely. Being firm and direct can be done without being rude or whiny though. "I have no choice but to go elsewhere if you can't provide the service I need", is very different from "I'm going to leave and I'm going to make everyone hate you if you don't give me everything I want right NOW!"

I work in customer support. I get all sorts of people, with all sorts of problems, and I help every one of them to the best of my ability. But I don't go to my supervisor and ask him to authorize an exception to policy for someone just because they want me to. I do it when it's justified, absolutely. I'm your advocate, I'm here to help. But I need good reason and solid arguments, because I have to convince my boss that this is the right thing to do. And then when his boss asks him, he has to be able to show that it was the right decision to make.

"It's not my fault and you owe me this" just doesn't fly with upper management. Maybe it should, but if everything always worked out the way it should, no one would bother with a warranty policy.

[carpetmojo]

[QUOTE=ScalyFreak;1715367]You've obviously never worked in retail.
Customers are liars. They are also thieves, shoplifters, fraudsters, scammers, and depressingly stupid. Everyone who works in customer support knows this, everyone who works in retail knows this...."

----------

Well, I do, and I don't !
I run my own business, and thank God I don't run it on these lines. I wouldnt see the point, frankly.
We always view a customer's first payment as a down payment - on all the custom we'll get from them in the years to come. The one thing we would never do is follow your theories. Customers may be difficult, trying, or a dream - but they are our life-blood. That's not to say we won't draw a line, but in 30+ years, that's happened half a dozen times, and unavoidable.

__-----

"......I realize I'm coming across as a bit harsh here, but to be honest, it is unrealistic to expect a customer service representative to believe that you're an honest person just because you say you are......"

It is certainly a good starting point - rather than the reverse.....

-----

".....I'm not accusing you of breaking your reader. But surely you can understand that it's hard for someone who doesn't know you to believe that your 350 screen has been physically damaged from having absolutely nothing done to it?......"

As opposed to the device having a fault, or developing one, as we all know happens - read the Forum ?

Surely you can understand it's equally hard for anyone to believe a manufacturer won't lie, cheat, defraud or be depressingly stupid.

[ScalyFreak]

Originally Posted by carpetmojo

As opposed to the device having a fault, or developing one, as we all know happens - read the Forum ?

Surely you can understand it's equally hard for anyone to believe a manufacturer won't lie, cheat, defraud or be depressingly stupid.

Of course I can. Just as it should be very easy for you to understand that just because you say you are the only honest person they've talked to today, customer support will not automatically believe you.

The larger a company is, the less important each individual customer is to that company. Add to that, that you're dealing with Sony, who have basically made it their life mission to be arrogant bastards who care nothing for their customers because they honestly are so big that they don't need to, and I personally wouldn't even bother calling them to ask for a warranty replacement for something that is physically damaged. It's a waste of time.

[Sweetpea]

Originally Posted by haiyeekayakee

Let me put this to you, the unit has been used only in the bedroom, I've stated that twice already. It is used only in bed, and sits on my chest/stomach for reading. When finished reading the lid is closed and it is put on the locker.

No mysterious objects have appeared from thin air and somehow managed to lodge themselves between the cover and the screen whilst the reader was being used sitting on my chest in bed, and then somehow managed to vanish again.

I have explained all this quite clearly to the Sony shop and they all but called me a liar. You want to call that customer service ? How am I supposed to prove anything anyway, am I supposed to video record every moment of using the unit ? I shouldn't have to prove anything, am I to be judged guilty unless proved innocent? What a utter joke, this is just pathetic.

Originally Posted by ScalyFreak

You've obviously never worked in retail.

Customers are liars. They are also thieves, shoplifters, fraudsters, scammers, and depressingly stupid. Everyone who works in customer support knows this, everyone who works in retail knows this.

I realize I'm coming across as a bit harsh here, but to be honest, it is unrealistic to expect a customer service representative to believe that you're an honest person just because you say you are.

I'm not accusing you of breaking your reader. But surely you can understand that it's hard for someone who doesn't know you to believe that your 350 screen has been physically damaged from having absolutely nothing done to it?

This. Sad, but true.