Sony Complaint - Unreliable Product; Horrible Customer Service
In July 2003 I bought a Sony SDM HS73 flat panel monitor. It failed within 90 days. The retailer would not let it be returned and told me to call Sony Customer Service, which I did. I was told I could only get a "refurbished model" which I found unreasonalbe since it was only 90 days old and I don't buy Sony products for them to fail in 90 days. The only other warranty option was to send my failed monitor and wait months to get it back. I opted for the refurbished model though I was not happy at all with that option. I was told it would arrive in 7 to 10 calendar days.
When the monitor had not arrived within that timeframe I called again. I was told that the California fires prevented shipping the monitor. I asked from which city it was being shipped and the rep admitted he did not know. What a crappy customer service rep to use that tragedy as an excuse!
It has now been 25 days and still no monitor. I called again. This rep told me the problem was that they did not know what color I wanted (I was asked for the color on the first phone call!)He stated that I called them on November 6 to tell them the color. I had not called them since October 28, which was the second call. He made an incorrect statement. He admitted that Sony had entered the color incorrectly and that it had been corrected by Sony personnel on November 6, a full 24 days after my first call. I asked him about not being able to ship because of the fires. He said he was unaware of that. Then I was floored by what he said I needed to do. He said that I needed to call back every few days to make sure the replacement was being processed!!! What global company can get away with that kind of "customer service?" I am flabbergasted at this point.
When I have called I have been shocked by the unprofessional "smart-assed" tone that the reps have had. And, the seeming lack of process in their customer service department is unnerving. This is not what I expect from Sony. My opinion of them has changed drastically. I will not be a repeat customer for Sony products.