Sony Electronics Inc Informative - How Petty Can Sony Be?
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 point’s 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 Warren. Warren told me that they HAD to replace my unit as Sony operate a ‘7 Day Satisfaction’ guarantee.
I explained that they bluntly refused to honour this and told me that they could not replace it.
Warren 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 Point’s line.
Kerry 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. ‘Warren’, I replied.
‘Warren is only on customer services, not head office, and has NO jurisdiction over me and can not authorise anything to do with SonyCard 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 Kerry 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 SonyCard 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.