Sony Informative - To Reship Or Not To Reship
I purchased a customized Sony Viao laptop in the first week of March via credit card and also purchased a warranty for the computer which is a separate order. The computer was shipped out a week later with my correct address and correct zip code, however, it never made it to its destination. So it headed back to Sony. As I found out, I quickly contacted Sony and the deliverer about the package. I wrote emails explaining the circumstances, and Sony responded with them resending the package as soon as possible, they just needed authorization. But low and behold, Sony does not resend undelivered/undeliverable packages. The consumer needs to make a new order. I called customer service and asked about my computer that was supposed to be delivered. They responded and said that we don't deliver items returned. And that they refunded the expense back, 7-10 business days, it took 12, the warranty apparentlty takes even longer, and it was purchased the same day, same time.
I talked to some customer service agents (low end of the totem pole)and explained what had happened and tried to get an explanation for why they wouldn't send back the computer, the first agent told me that it was in a warehouse but didn't know where (liar), his supervisor told me that I would receive a delivery coupon and that was it. This wouldn't be so bad if I didn't have a child, depend on a personal computer to get school work done and if they would have told me about the no resend policy before now. All the supervisor said was I apologize and that i(he) understands, but that is all I (he) can do, authorized to do. So I asked to speak to another person higher up, he said that he was the last person that could be reached verbally, but if I wanted to right a letter, considering that I live in hawaii, would be the only way. So it would take even longer for me to get a response via mail then it is worth it.
So I called back the next day, keep in mind every conversation was longer that one hour, and basically all that was said was "i apologize and I understand" it is like they do not really need to know or say much to be a supervisor. So I called back and I talked to a man with a thick texas accent. He was polite and told me everything that I had already heard, sort of like a broken record. Told him the same as I told everybody else. Single parent, ordered computer 3 weeks ago, sent back, talked to Sony customer service, response was promising, money was refunded, package unsendable. I just didn't and still don't understand why it is so difficult for a customized computer to be sent back, that supervisor was still going in circles with the same crap, I understand and I apologize, but it is our policy, we don't send back reshipped packages. I asked him to call me the next day if he talked to his boss and could do better besides the free coupon. He called back and left a message, he said he would call back later that day, nadda. I called the next day and the same was expressed, nothing changed. All they told me was to make another order. I told them that I couldn't because I was using my credit card and that the transaction has yet to be put back on my card, so I still couldn't order a new computer from Sony nor any other company, so not only did they not send me my computer but I couldn't even order a new one. They apologized and understood my perdicament, but still insisted on giving me a free delivery coupon. Then I asked if I would have had it engraved (an option that is free)would it have been redelivered to me. They said yes, I was still trying to figure out what the difference was btween engraved and not engraved, but I guess if it engraved you will get the article no problem, but cannot sell it back later down the road, don't get it engraved, you might not receive it, but if you do receive it you can sell it back.
I was telling them because all the "supervisors" where trying to tell me just to make an order and they will ship it out, no hurried assembly, just free shipping. So I was stuck between waiting another ~2 weeks for a package that I already been waiting for for 2 weeks, plus the week it took to assemble, but it is already made, but to save money they are going to make another similar computer, doesn't make any sense. So now I am going on to other paths to talk to higher individuals. No letters, I don't know that last time I actually wrote and mailed a letter off. Not fast enough.
School is almost over a month and a half left, still a father and still no computer, and still no time to spend after hours at school, it is impossible and still am between a rock and a hard spot, because the retransaction electronically is taking longer than 7-10 business days for both warranty and computer. So no matter how many times Sony customerservice tell me that they can reorder it, I don't have the funds and time is very valuable. But Sony doesn't care, they are a multi-billion dollar industry that thrives on consumers, but pays no attention to their needs, no matter how simple they are. Sony will just apologize and say that they understand. Perhaps they apologize for being useless and they understand that they are useless.