SONY CS, thanks for being rude idiots

[vxf]

Well, I'll try to make a long story short.

I bought a PRS900 last spring. Went home, to Italy, right away afterwards. Once there, I realized the screen was fading in the sun. Called SONY, they said they would replace the unit, but I would have to ship it and it would take time from Italy. Not wanting to spend money on shipping and, even more, not wanting to spend the summer without my reader, I told them I would return it in September, as soon as I made it back to Oklahoma.

So I did. Well, I called them, they sent me a refurb unit, I shipped mine back. They asked for a credit card for deposit since they shipped the refurb before I returned the unit, but they never charged me anything.

In the meantime, I bought a PRS950. Gave the refurb 900 to my dad.

Two months go by. I get a box in the mail. No labels, no paperwork, nothing. Just a box with my address on it. I open it, and my old PRS900 is in there. With a new screen !

Thinking SONY will charge me, I call them and tell them they shipped me my old unit. They say they did not and proceed to explain they shipped a refurb. I tell them I got the refurb but also one more unit. To which they tell me, "of course, the PRS950 your recently bought" I try to explain "Not the PRS 950, ONE MORE UNIT". "Of course, sir, we sent you a refurb to replace your old PRS 900". I tried twice more to tell them I now have a total of 3 (THREE) units, not two. They just would not understand.

Eventually, I managed to speak to a supervisor. He got it, but for some reason was hostile and first told me there was no way I got one additional unit and then even accused me of lying (WHY???? All I wanted to do was return their unit... well, I guess I was afraid of eventually being charged...).

Eventually I just gave up.

I checked my credit card statements, and got no charges. It's been 10 days now, actually... I don't think they will charge me.

I gave my old unit to a co-worker as a Christmas present. Yes, I am a cheap bastard...

Well, in short... thanks SONY for being rude and incompetent.

[Fastolfe]

So, if I sum this up: you got an extra device for free by mistake, you called them to explain they made a mistake (to your credit), and because they failed to understand you, you decided to keep the unit and now call them rude idiots?

You could have followed through with your initial reaction and sent the unit back to them with an explanatory note. I bet they'd have sent you something to offset your shipping costs just for being honest...

[MaxLV]

Originally Posted by vxf

Well, I'll try to make a long story short.

I bought a PRS900 last spring. Went home, to Italy, right away afterwards. Once there, I realized the screen was fading in the sun. Called SONY, they said they would replace the unit, but I would have to ship it and it would take time from Italy. Not wanting to spend money on shipping and, even more, not wanting to spend the summer without my reader, I told them I would return it in September, as soon as I made it back to Oklahoma.

So I did. Well, I called them, they sent me a refurb unit, I shipped mine back. They asked for a credit card for deposit since they shipped the refurb before I returned the unit, but they never charged me anything.

In the meantime, I bought a PRS950. Gave the refurb 900 to my dad.

Two months go by. I get a box in the mail. No labels, no paperwork, nothing. Just a box with my address on it. I open it, and my old PRS900 is in there. With a new screen !

Thinking SONY will charge me, I call them and tell them they shipped me my old unit. They say they did not and proceed to explain they shipped a refurb. I tell them I got the refurb but also one more unit. To which they tell me, "of course, the PRS950 your recently bought" I try to explain "Not the PRS 950, ONE MORE UNIT". "Of course, sir, we sent you a refurb to replace your old PRS 900". I tried twice more to tell them I now have a total of 3 (THREE) units, not two. They just would not understand.

Eventually, I managed to speak to a supervisor. He got it, but for some reason was hostile and first told me there was no way I got one additional unit and then even accused me of lying (WHY???? All I wanted to do was return their unit... well, I guess I was afraid of eventually being charged...).

Eventually I just gave up.

I checked my credit card statements, and got no charges. It's been 10 days now, actually... I don't think they will charge me.

I gave my old unit to a co-worker as a Christmas present. Yes, I am a cheap bastard...

Well, in short... thanks SONY for being rude and incompetent.

So....

What are you going to do when they say, "We're sorry, we sent you an extra unit by mistake, heres a prepaid shipping voucher, return address, and shipping box, please return the extra unit..."

[petercreasey]

It's hard to arrive at the "rude idiots" summary judgement that you offer up.

[doreenjoy]

Some old saw about looking gift horses in the mouth comes to mind.

[vxf]

Originally Posted by Fastolfe

So, if I sum this up: you got an extra device for free by mistake, you called them to explain they made a mistake (to your credit), and because they failed to understand you, you decided to keep the unit and now call them rude idiots?

You could have followed through with your initial reaction and sent the unit back to them with an explanatory note. I bet they'd have sent you something to offset your shipping costs just for being honest...

No, not quite. When they failed to understand me, I patiently explained again. When they failed to understand again, I asked to talk to a supervisor. It is only when that supervisor openly accused me of lying to him that I decided to close the conversation and keep the unit.

I mean... I don't know about you guys - I see you are all puzzled by why I am calling them 'rude idiots' - but, to me, being accused of lying is offensive - hence, the 'rude' part. 'Rude' was also talking to me like I am the stupid one in that conversation, explaining to me over and over that the second unit sent to me was the PRS950, like I don't get the situation, when all the while I keep telling them "I HAVE THREE UNITS NOT TWO".

And two things were flat out idiotic:

1) not being able to comprehend the situation; I have been teaching for years, I know how to explain myself (if our undergrads understand me, so can anyone... just kidding... yes, yes, they are smart kids...);

2) accusing me of lying and misleading them when I am trying to RETURN a unit.

So, yes, I stand by both 'rude' and 'idiotic'.

What is going to happen if, and when, they send me a shipping box asking for me to return the device? Nothing will happen. I am not sending it to them after how they treated me. They won't have my credit card on file (my card expires in a month and I have recently moved and switched banks), so what can they do? Take me to court? Sure, they have all the right to try that - but really, am I under any legal obligation to make up for their mistakes? Honest question, I am not sure how that would go down... And if they dig this post they even have evidence of my 'guilt'

And no, this is not 'looking into the horse's mouth' or however you Americans say it... This is not a gift. They made a mistake, they did not gift me anything. I did not want it, I did not need it, I tried to return it and, when that failed, I gave it away. No gratitude involved.

Really, I find it puzzling that I am the only one to think that being accused of lying by a SONY CS rep when trying to do them a favor is offensive. Have our expectations for good customer service - or even our concept of behaving in a polite, civil manner - fallen so low? I have no doubt that was rude and uncalled for.

[doreenjoy]

Originally Posted by vxf

Really, I find it puzzling that I am the only one to think that being accused of lying by a SONY CS rep when trying to do them a favor is offensive.

Perhaps there is something in that you are the only one to see this as a reason to be offended. Perhaps not.

No skin off my back either way.

Oh and for the record, I'm not "you Americans," I'm Italian.

[vxf]

Originally Posted by doreenjoy

Perhaps there is something in that you are the only one to see this as a reason to be offended. Perhaps not.

No skin off my back either way.

Oh and for the record, I'm not "you Americans," I'm Italian.

Sorry, did not mean that "you Americans" to be offensive - just wasn't sure about the saying. Sono italiano anch'io.

But... really? You don't get offended when someone accuses you of lying? I guess you already answered that one... Maybe I am just too touchy...

[MaxLV]

Sony CS were incompetent, rude and stupid. No disagrees with you on that point at all.

However you have how given away an ereader that wasn't yours. You say so yourself....

So what are you going to tell Sony when they realise their mistake and ask you to return the extra ereader? (at their expense)

[doreenjoy]

Buon giorno, paisano.

I suppose to me it's not worth worrying about one way or the other. But I am known for being a rather "mellow" person. It takes a lot to rile me.

[vxf]

Originally Posted by MaxLV

Sony CS were incompetent, rude and stupid. No disagrees with you on that point at all.

However you have how given away an ereader that wasn't yours. You say so yourself....

So what are you going to tell Sony when they realise their mistake and ask you to return the extra ereader? (at their expense)

I get your point. As I said above, I don't plan on saying anything. Or doing anything. Also, note that it is not likely to happen... but if it does, they are not getting a reader, or money, from me, if I can help it. Not after behaving like that. Really, it's not about money... fortunately, I don't have to worry about $250, nor do I desire to swindle them out of it. It's just the principle.

At that point... I am not sure what they can do... I guess they can try to go the legal way. Not that it would be worth it, but maybe they will take it as a matter of principle, just the way I am now. If that ever happens, I will make sure to post an update here

[vxf]

Originally Posted by doreenjoy

Buon giorno, paisano.

I suppose to me it's not worth worrying about one way or the other. But I am known for being a rather "mellow" person. It takes a lot to rile me.

Buongiorno.

Heh, I wish I could say the same - I am not mellow at all. Well, I guess that's not quite right - I don't show my anger, yell or behave rudely... but I note and remember. I got some Croatian blood in me, from my mother's side (well, Istrian blood...). It must be the Balkan in me that makes me so good at bearing a grudge...

Just kidding. Don't want to offend any Balkans here. You know... they might bear a grudge

And you are right. It's not worth worrying about.

[doreenjoy]

We do have some Croatians here!

You might find this thread of interest:

Verso un Forum italiano/Toward an Italian Forum https://www.mobileread.com/forums/showthread.php?t=85212

[Ken401]

Although VXF profited from Sony's error, at least so far, I agree he was treated rudely by Sony as he relates the details of the conversation. Classic case of an honest guy trying to do the right thing only to have things go wrong in the process. I probably would have hung on to the reader for a little longer though before giving it away. Returning it to Sony before they ask for it would likely end in Sony accusing him he never returned it if they ever figure out what happened in the first place.

[vxf]

Originally Posted by doreenjoy

We do have some Croatians here!

You might find this thread of interest:

Verso un Forum italiano/Toward an Italian Forum https://www.mobileread.com/forums/showthread.php?t=85212

Nice, nice. I had no idea. I just posted over there. I actually have posted an intro and a quick question - I hope the OP will forgive me for repeating it here, don't mean to derail the conversation.

Oh wait. I am an idiot. I am the OP !!!! It's late, I need to go home...


Anyhow... do you know whether the latest book by Eco is available in any digital format, preferably in Italian?