Sony Complaint - Lousy Service with a twist of Insolence and a hefty pinch of incompetence
SAN DIEGO, CALIFORNIA -- Where do I start!? Being a prudent, and somewhat knowledgeable high-tech consumer, I spent the better part of 4 weeks researching a notebook with fairly high-end specs that will satisfy my computing needs for the next couple of years and fit my somewhat limited budget at the same time. Of course, as the case always is, the perfect product is nothing but a figment of the consumer’s imagination. After an exhaustive 4-week search, I finally decided on the all famous (or in this case INFAMOUS) SONY!! I looked at the FJ notebook and liked what I saw in terms of esthetics, though I was a bit weary about the notebook case quality since SONY is famous for great designs at the cost of case integrity and strength. The price is nothing to sneeze at either. SONY knows it’s high ranking amongst electronic consumer products and assesses its consumers a hefty fee for brand name equity!! BULLCRAP if you ask me!! Anyways, I figured I’m so tired of beating around the bush, I might as well get a SONY. Unfortunately my decision coincided with the discontinuation of the FJ notebook only to be replaced with the new FZ. That meant that I would have to wait for approximately 4 weeks in order to receive a customized FZ according to the SONY salesperson. I was desperate for a notebook as soon as possible, but I figured I’ll bear waiting 4 weeks in order to get a notebook with the latest CPU technology, the latest SONY design and customized to my liking. Before I placed the order I spoke to 3 SONY sales representatives that proved themselves indifferent, rude and downright condescending, which made me very wary of going ahead with my purchase. But thanks to an odd ball at SONY that came in the form of a very nice and accommodating sales lady (the 4th I spoke to), I decided to finally make the purchase and brace myself for the worst! Fast forward 4 weeks. The scheduled delivery day I had been anxiously anticipating came around, and my elation increased at the thought of finally receiving my highly anticipated notebook. Instead, the next day I receive an email from SONY stating my purchase had been cancelled without offering an explanation! Obviously I was infuriated!! I contacted SONY where I was put on hold for over 25 minutes, and then given the runaround between various departments, each claiming they have no idea why my transaction was cancelled and that it’s the other department’s responsibility. Finally, after being re-routed back to the sales department, the salesperson informed me that the reason behind the cancellation was a hold my bank had placed on the transaction pending verification in order to protect my credit card account from possible fraud. While still with SONY, I called my bank on another line and found out that they indeed placed a hold on the transaction (not rejected) until they receive verification from me in order to protect my account. I informed the SONY salesperson that the hold on my account had been resolved and that SONY can go ahead and charge my account, and of course send me the notebook they had built according to my specifications. His answer was “Since the transaction was cancelled, we have to place a new order, assemble a new unit and then try to charge your account, and then send you the computer, which I won’t receive before at least 2 weeks, ALL OVER AGAIN!!” And to add insult to injury, he also informed me that the $100 deduction I received on my previous purchase will not be honored this time around because… listen to this cockamamie excuse: “the new SONY website does not allow the amount to be discounted!! At this stage, I wanted to jump through the phone wires and strangle the guy!! Mind you, when the credit card transaction was not authorized, not a single retard at SONY bothered to contact me in order to conclude the $1900 sale! Instead, according to that salesperson, the computer is sent to their clearance department where it will be discounted and sold as a refurbished unit. Remember! This is the NEXT day after they were suppose to send me the notebook, and a notebook that has hardly been released as of yet!!! So I asked the salesperson if I can buy the same unit from the clearance department as a refurb as he claimed, and his answer was there is no way for him to check the specifications on the clearance items, which anyone who dealt with SONY knows, that is completely false! You can never sell a computer, clearance or otherwise, without listing all the specs!! Especially at a company like SONY! The only way I can explain this is that there is some kind of internal divisive scheme where employees can get their hands on special order notebooks with all the bells and whistles at highly discounted prices. That is if they are really downgraded to clearance items – don’t forget the added employee discounts these idiots get!! Fuming with anger, I demanded to speak to a supervisor, hoping I get a better explanation, and a genuine willingness to rectify the situation in my favor…. NOT!!! The supervisor was even more rude and unapologetic. He just kept repeating “ Sorry, this is how our system works. There is nothing we can do for you. You may reorder the notebook, or go buy it somewhere else.” Creep! If he had told me that from the beginning, I would’ve gladly gone somewhere else. But due to everyone’s incompetence at SONY, I lost 4 weeks worth of productivity, and now I feel I need to be compensated!! When I asked the so-called supervisor if he could place a rush order on my notebook if I decided to re-order it, and he refused. He even refused to upgrade the shipping method without charging me the already inflated shipping charges they charge their clients. So, I demanded to speak to this supervisor’s supervisor. Of course, there is no one above this guy that I may speak to!! This guy must have been born a SONY supreme being with no superior!!! Finally, after repeated protest, he gave me a mailing address for SONY’s corporate office in NY, where I may send a written letter stating my grievances. As if anyone will ever read it, let alone respond with a meaningful resolution! Come to think of it, he could have easily given me a fictitious address for all I know!! He was jerk enough to do such a thing!! BOTTOM LINE: SONY’s sales force attitude towards clients goes beyond the occasional deviation from the standard courtesy afforded to clients by major consumer product companies. It seems as if their callousness and downright indecency is their modus operandi. Now who in their right mind would want to spend their hard earned $$$$$$ with such fascist, cocky and ignorant company?? Not me for one! In fact I have a good mind to take all SONY products in my house and toss them into a ceremonial fire pit in my backyard under a full moon while I perform an ancient voodoo evil spirit exorcism dance! Be an IDIOT, buy a SONY!