I had sent my Sony Reader in for repairs. I knew my problem did not fall under any warranty. After all I dropped the unit. But I want to know the cost to repair. The could not tell me this over the phone. They insisted I give them a credit card to even look at the unit. I gave them one but said I may not want to put the payment on this card plus if the repair was over $50 I may just want the unit returned to me. I've been looking at the Kindle, Nook and there are rumors of Apple coming out with their own electronic reading device.
After weeks of calling the service center my reader was returned to me and my card was charged $90. When I called to complain they said I had authorized the transaction. I'm asking for a recording of the conversation. I doubt there is one. But I can't stand being accused of lying. I never authorized this and I know I explained that I wanted to place the order on a different credit card. I just gave my debit because it was the only # available by memory.
After months of research, I elected to purchase the Sony DSLR-A900. Price was certainly an important consideration but equally important was Sony's stated intention to become known as more than just an electronics manufacturer. They apparently really want to become a player in the photography business.
Therefore I was quite surprised to find that the camera uses an unconventional and utterly proprietary hot-shoe arrangement that makes studio and flash photography a difficult chore. I cannot recommend this camera (their flagship model) because of this error on their design. How foolish to complain about authenticity in the photographic realm when clearly they are not photographers and do not design for photographers. They are an electronics firm. Nikon and Canon (both from Japan as well) are actually camera companies. They know how to design a camera. Sony does a nice job with consumer electronics but they should avoid making high-end cameras.
I bought a Sony KDL-46XBR4 HD TV in Feb 2008 for almost $3000. The picture flickered and had double images in Feb 2009. The panel (essentially the entire TV) was replaced under warranty in Feb 2009. Now the exact same problem has started and Sony support says that the warranty on the new panel has expired 3.5 months after it was installed. 3.5 months!!! WHAT!!! So I replace it and it goes bad every 8 mos at my expense. WHAT!!! Step up Sony! This is an appalling warranty policy that shows how little Sony believes in their own products. Shame on them.
MELBOURNE -- I purchased a Sony ICD-UX80 digital recorder in Jan 2009 from Amazon.com. Visiting family in Melbourne and overnight it stopped working. Sony Australia required a TLW card (Tourist Limited Warranty card) from retailer - Amazon & Sony US had never heard of these cards??? Sony Australia refused to honor my 12 month warranty & didn't even care when I produced documented proof from Sony US that they had never heard of these cards. I will never buy another Sony product after being loyal for most of my adult life. Sony Australia wanted to charge me $300 to fix (almost 3 times the cost of a new recorder).
However to renew my trust in large companies Amazon offered to give me a refund as a result of Sony's lack of support of their own product. Obviously I will continue to remain a loyal customer of Amazon. Beware of Sony products if you are contemplating traveling abroad because their warranty is then null & void and they hide behind subterfuge to try & fool customers into thinking they have warranty.
I bought this system from Costco last year for $1,000, and do I regret it! The Mp3 player never did work (I thought I just didn't know how to work it), and tech support wasted hours of my time (they know nothing). The last thing they did was have me do a "cold reset" and since, the unit turns itself back on randomly. The Sony support is the worst, this unit is too complicated (I paid someone to set it up), and now I want to get something (non-Sony, of course) which works in lieu of this one. Buyer beware!
JACKSONVILLE, FLORIDA -- The Qualia 006 has a failing Optical Block, and when it has to be replaced it will cost you around $5000. To have it replaced if it's out of warranty, this set has a 3 yr standard warranty. This is a must read to all owners of this unit. Thanks.
Last month, I purchased the Sony Qualia 3 year extended warranty cost $507 and am I glad I did. Two weeks ago, I started seeing the green blob, which is getting worse. Repair costs $5500 min. being in Santa Barbara, the closest Sony Auth. Repair is in Camarillo but closed until June 6. Repair Company in Van Nuys refused to come, even though Sony called them for me. Easiest way to check for the problem is to turn to the memory stick mode with no stick inserted.
To top it off, I also have a 50" SXRD set with the green blob starting. This set is covered under the Sony Class Action suit which Sony lost. From what I have learned, Sony opted for a two piece OB design, which allows for contamination to enter the assembly. The fix (hopefully) is a one piece redesign. Pretty sad that SONY R&D didn't include adequate accelerated life testing. This is really costing them, not even counting the court costs. Legal costs may be even larger when other owners of other models that aren't covered get in the act. Only two Sony SXRD models are currently covered.
My advice to all Qualia owners, don't let your 3 year initial warranty run out without getting an extended warranty. If you own one of these high end units you need to read the following link: http://www.avsforum.com/avs-vb/showthread.php?t=498008&page=488.
I purchased a KDS-70Q006 Qualia unit back in November 3, 2005 and carries a 3 yr factory warranty. I know that this high end unit has been discontinued. My unit is still under the 3 yr factory warranty and I also just purchased an extended warranty for $802 for 3 more years. I have other friends that purchased the same warranty 3 months ago for $507 from the same place. This is Sony putting the screws to the working man. "Sony" My concerns are for the purchase price of $10900 for the Qualia and $802 for the extra warranty, for a grand total of $11702.
And the optical block has been failing around 3 yrs +-. And the cost to have the OB replaced, I have been told is $5000. When my warranty ends only after 6 yrs I may have spend $5000 to have it replaced. This is not fair to the customer. From what I've been reading the replacement OB is still designed the same way, which will fail again in 3 yrs +-. I think Sony needs to step up to the plate and fix their problem.
KENTUCKY -- In Feb. 2005 I purchased a P100 camera from my local Sears store. This was the third Sony camera I have had. I have had good luck with the camera in general, and meets my needs as a carpenter, using it to document my work, and for family photos, etc. Around Thanksgiving, I noticed some of the screws were missing from the case. The camera continued to function normally, and I elected to continue to use the camera, thinking I would send it back for replacement of the screws under warranty after the holidays were over.
By January, all but one of the screws were gone, and this allowed the metal case to come apart slightly. This apparently allowed dust, pocket lint, or some other foreign material to enter the camera. The camera began having problems with the zoom, and auto focus, and the lens would get stuck partly in or out, causing an error message that required the camera to be turned off, then back on. It was obvious to me that some debris had gotten inside the mechanism that moved the lens, and was causing the problems.
Keep in mind that the camera continued to take pictures, although the zoom function was useless, causing the camera to "lock up". The auto focus would usually function after a few tries. I went back to Sears, and they told me that the camera was still under the 1 year warranty, and they would have it fixed, no problem. I took the camera to the local Sears service center, and they in turn sent it to the Sony Repair Center in Texas. A few days later, I received a call from the repair center for an estimate for repair of the camera which was $181. The camera cost $329 new.
I called the repair center, and spoke to several technicians. This is where it gets interesting. The first tech told me it was abuse and physical damage that caused the damage to the camera and that would not be covered under warranty. The camera did have significant wear, but this was only cosmetic, and absolutely did not impair the function of the camera. I told him it was my belief that the screws falling out of the camera body had caused the camera to literally fall apart, and that in my mind that was a manufacturing defect.
After debating with several technicians, such factors as corrosion (none was present in my camera, and the tech later agreed to this), physical damage (only cosmetic, and I have photos from the camera to support its functionality) abuse (suggesting the camera had been dropped and that caused the screws to fall out), I finally was connected with the customer service supervisor. She listened to my complaint, and told me she would go and examine camera herself, and get a second opinion from some other technicians.
I explained that I was taking time off work to deal with this and would appreciate an expedient reply. She assured me that she would do this as quickly as possible and call me back immediately. I did not receive a call back or a message from her. I called her back the next morning, and she told me that the other techs had agreed, the camera had physical damage, and that had caused the screws to come out. I pressed her for details on what kind of evidence the techs had found to support this contention.
The best answer she could come up with was that the techs had examined the threaded holes in the camera body, and could determine that the screws had not come out on their own. I expressed that the camera had been in my possession from the time it was new, it had never been dropped or abused, and that to suggest that the screws had not fallen out on their own was tantamount to calling me a liar. I was also very curious how someone could look at a threaded plastic hole, and make a definitive determination on what forces caused the screw to come out. When I pressed this issue, it was suggested that the screw holes had split open.
I asked specifically which holes had done that, since she had the camera in her hands at that moment, it seemed to me to be a straightforward question, easily answered by looking at the camera. All I got was more obfuscation, and excuses. I continued to press her and the tech department for some tangible facts, and got none.
I suggested that it was a ridiculous notion to suggest that anyone could look at a screw hole and make a forensic determination as to how or why the screws came out. I recorded the 2 conversations with the Repair center, and told the customer service manager I intended for them to repair the camera under warranty, with no further delay, and if the problem was not resolved to my complete satisfaction, I would investigate alternative remedies, to include litigation, and posting my experience on camera enthusiast web sites, and consumer advocate web sites.
I asked her if Sony had ever had any problems with loose screws in the past, and she replied that they had never seen the first loose screw, and furthermore, that it was impossible for the screws to come loose on their own, since the camera was assembled by robots. I offered that Sony keep my camera to use for R+D, and quality control purposes, and simply send me a new one. That did not seem like an option.
After a few minutes of investigation on other digital camera web sites, it seems that Sony does in fact have a chronic problem with loose screws, even in the high end cameras costing $1000 or more. Also, there were a plethora of warranty performance issues, with similar complaints of Sony refusing to honor their warranty on any number of technicalities such as lack of sales receipt, lack of UPC code, lack of visible serial number on the product, etc.
At some point in the conversation, the issue of the legibility of the serial number on my camera was suggested as a reason not to honor the warranty. The serial number is on a decal on the bottom of the camera. Fortunately, I wrote the serial number on the camera manual when it was new, so I was able to recite it back to her. In short, it seems that Sony is unwilling to honor the warranty on their products, oftentimes citing technicalities as reasons not to honor the warranty. In my case, they have offered several excuses why they won't honor the warranty on my camera.
When pressed for FACTS, and specific examples of the "damage" they simply cannot offer satisfactory explanations. The suggestion that a tech can make a visual inspection of a screw hole and make a determination on how the fastener came out is totally ludicrous. I reiterated this to the customer service supervisor, and suggested that if this was their position, they may want to consider how plausible a judge, jury or mediator would find that notion. When I suggested seeking a legal remedy to my problem, I got a different tune, with the customer service rep saying something like, well since you have said that I am going to take this to another level.
I am waiting to speak with them again on Monday to see what their remedy might be. In my mind all that needed to happen to fix my camera was to take it apart, and blow the debris out with some compressed air. Sony seems to think they should sell me a year old camera for $181, which I could probably find at a retailer like Sams club, or elsewhere even cheaper. Naturally, I am very disappointed with Sony especially in light of the other similar warranty performance issues. This seems to be a chronic problem not only with the camera's but PSP's, computers, Playstations, etc.
It seems if you must have a Sony product, it is a wise investment to get some kind of extended warranty from a reputable retailer. Many internet retailers are not even recognized by Sony as authorized dealers, giving Sony an instant reason not to honor the warranty. I intend to pursue this until I am satisfied by Sony, and I can assure you that the administrative costs of this issue will cost Sony many times the $181 they want to fix my camera.
UK -- There I was sitting amongst my thousands of pounds worth of Sony gear, all purchased over the years using my Sony Credit Card. I accrued over 39,000 points and decided to spend them on a birthday present for my son. I ordered the new Sony DVP FX810 portable DVD player. It arrived after two months and missed my son's birthday. Never mind, he was thrilled to bits with it. That was until it broke down on the 7th day of usage. I called Sony credit card points' helpline. I explained that, during the first 7 days since purchase, it no longer works off the mains, nor will it charge up the battery.
The assistant informed me that it would have to go for a repair at a Sony Service Centre. I explained in a friendly manner that under the 7 day distance selling rule, they HAD to change it for a brand new one and not let me wait for a repair. The assistant said she would check with their sales manageress and call me back. Two minutes later, indeed, I was called back. No, you can't send it back, it HAS to go for repair, sorry. I called back again after thinking about it. I gave my name and what it was about but the assistant hung up on me before saying anymore. I called straight back.
I explained that I wasn't happy with this as I was within my rights to ask for a replacement as I was within the 7 days rule. No, I was told, once again. The female assistant was sounding a little angry by this time for some reason. "I will call you back after I speak to our sales manageress again" she exclaimed. No call has happened as yet. So, to clarify the situation, I called the Sony information line.
I spoke to a nice, knowledgeable man named **. ** told me that they HAD to replace my unit as Sony operate a “7 Day Satisfaction” guarantee. I explained that they bluntly refused to honor this and told me that they could not replace it. ** replied, they've told you a blatant lie, they MUST replace the unit. He gave me a reference number to quote.
I called back Sony Credit Card Points' line. ** was my assistant this time. She snapped “It was me you spoke to last time and I TOLD you that I'd call you back once I got more information from my manageress.” “Well, I've got some for you,” I said. I tried to give her the reference number but she wouldn't listen. “Who did you speak to?”, she snapped. “**,” I replied. “** is only on customer services, not head office, and has NO jurisdiction over me and cannot authorize anything to do with Sony Card Points,” she went on, “You'll have to wait until I get back to you, like I've already said.”
“Can you give me your manageress' name, please?” I asked. But ** said that it was for internal use only and customers weren't allowed to have it. No head office address deals with customers at all, apparently. I asked why she was being so awkward about all this and she replied that, although the goods DID go faulty within the “7 days exchange or money back guarantee” that Sony offers, I didn't actually call the helpline until the 8th day. I couldn't because of the weekend, I explained. Nobody is there at weekends, so I called first thing Monday.
That didn't matter, it was too late, according to Sony Card Points helpline. Can anybody advise me on what I should do about this or am I wasting my time? Meanwhile, still no return 'phone call, so I still don't know if they've changed their minds.
We have had a good experience with Sony products in the past. For some reason my husband took the leap between excellence in televisions, and other electronic devices, to excellence in ALL things electronic/Sony (Insert your favorite string of curse words here - while I do the same.)
Sony, stand behind your products. When the quality is poor, admit it and fix the problem. Jossey-Bass referred to the book "In The Nordstrom Way", where "the authors isolate practical lessons that teach how to better respond to customers' needs so they'll keep coming back to you, including:
* Valuing the nobility of good service
* Finding and bonding with customers
* Serving and keeping those customers
* Giving frontline people the freedom to make decisions
Packed with examples of excellent customer service, The Nordstrom Way offers a fresh behind-the-scenes look that provides lessons on how to find and focus on customer needs, follow-up, and customer satisfaction." Sony, honor your customer service responsibilities. Tell your people to stop transferring the customers around - when it is their department that is responsible for handling that specific problem. Educate your customer service people.
Admit when your people make an error and fix their mistake(s). When a customer places an order for a specific item - and receives the next lower-priced item instead - allow them to pay the difference and upgrade them to the originally requested item. Hire technical support people at the initial support level - at all levels for that matter - who know your products and know what they are talking about.
Your poor configuration of the memory, between the two hard-drives on our computer, caused untold hours of conversations with your customer support people - in an attempt to move the partition between the two hard-drives. I finally found your ONE shining example of what a real customer support person should be - and made him walk me through it. There was no way that I was going to take one step without your people advising me. As it was, they had just as hard of a time understanding and resolving the problems as a layperson would have.
My monitor died after 12 months. Pixels appear to be the problem. How can you make a television that works exceptionally well for 7 years - even making my husband's beloved RAMS look good - and be unable to manufacture a monitor that lasts beyond 12 months? Fortunately, the monitor is still under warranty.
I doubt that Sony's Founder, Akio Morita, would have been proud of his company's current attitude toward its products - as shamefully demonstrated to me over the past 14 months. I will never again purchase another Sony product. I will never again recommend another Sony product. According to the news reports, "Electronics make up 70 percent of Sony's income."
I know that Sony saves a great deal of money in customer support salaries, by hiring less skilled workers. I seem to have talked to every one of them over the past four months. Sony, where do you spend your money; in providing golden parachutes for your outgoing corporate officers? I suggest that you rethink that strategy.
Sony recently had a changing of the guards and Nobuyuki Idei stepped down from his position as Chairman. The new Chairman, Sir Howard Stringer, 63, is a Welsh-born US citizen. Sir Howard, your people are "welshing" on their promises. Shake things up and make things right, please.
I spent 10 years working for Japanese companies; honor was highly valued. One of the companies that I worked for was building a manufacturing plant, in Japan, and one of the local utility companies was not going to supply what was needed at the time that had initially been agreed upon.
Word quickly spread up the chain of command, because this delay was going to cost the company a considerable amount of money. One of the top three men at my company flew to that city, the next morning, having ascertained that the head of the utility company would be in his office. (He did not make an advance appointment.)
Our person sat and shared a cup of tea, asked how the man's parents were doing, because he had worked with the father of the man sitting before him in the past, and just chatted about inconsequential things - like the weather. Then, after a 10-minute visit, he pleasantly wished the utility head a good day and left the office to fly back to Tokyo. The head of the utility company called his people and asked what type of project the utility company and (my company) might be involved in. He asked what the status of the project was.
When he was told that they were not honoring their promised time commitment, he demanded that they immediately do so. Not because of any threat, either real or implied, but because it was the right thing to do. The utility in question was up and operating on the originally promised day. Sir Howard, I will fly over and have tea with your mother if it will encourage you to do the right thing.