Sony Complaint - Doing Business With Sony Is Just Dangerous! - Backstage/Post-Purchase Service Is Dissatisfied
ORLANDO, FLORIDA -- The following message is the Corporate News I found regarding Sony Backstage service (which is not true...please continue to read my recent experience with it after this corporate news):
“Backstage is a great example of our commitment to providing the highest level of personal service and support,” said [snip], a Sony Style vice president. “No matter what your level of knowledge, this service will simplify computer buying and maintenance through one-on-one assistance from VAIO product experts.”
The service includes complimentary product consultations and personal tutorials, as well as expert advice to help people find the VAIO PC that best suits their specific needs. Backstage representatives are also able to assist with facilitating both in- and out-of-warranty services, such as troubleshooting hardware, and repairing or replacing components and products."
In November 2008, I purchased SR series laptop from Sony Style. In addition, they convinced me to purchase Backstage and explained me many benefits about its Backstage, so I spent another $100 for it. As of today (March 2009), I have found a few problems with Sony laptop.
Last week, I have scheduled an appointment to have Sony's Backstage specialist to look at my laptop. And, this past Saturday, I brought my laptop to Sony Style where I bought my laptop, and it locates at Orlando, FL (Millenia mall). When I stepped in the store at 12:30pm, people who worked there did not even greet its customer; finally, someone, the assistant manager, asked me do I need any help (her eyes were not looking at me, and at the same time, she was trying to find other things - very rude). I told her that I have an appointment with Backstage specialist; then, she called him. I explained my laptop problems (some minor problems, such as sometimes I cannot find network to connect to the Internet, cannot print documents as PDF, laptop takes a while to shut down, and what is the "C++ RunTime Error")to him, and I told him that Runtime Error problem has been fixed itself after a month or so for some reason, but just for future reference, if it happens again, I would like to know how to fix it. He asked me to leave my laptop there and will return it to me at the end of the day.
So, I was window shopping for a few hours and I decided to check the progress, so I went back to the store. He did not work on my laptop, and he was doing something else. I was still patient and gave him a few more hours. Around 7:00pm, I went back to the store. He was out for dinner, and store assistant manager just grabbed my laptop from the back office and returned it to me and asked me to sign the paper. I asked if I could know what caused these problems and I would like to know if it happens next time how can I fix it. She was not friendly and impatient, and she said "well..he said your laptop is good to go. I don't know. Oh~well, he is on his way back and you can ask him". I said ok.
When I spoke with Backstage specialist, he had ice cream on his hand. And, he was rush going into the back room. He just told me "I deleted some of your stuff to make the computer shutting down faster and other problems have been fixed." I asked him what caused those other problems, he did not answer it. Then, I check my computer performance, he really did NOT fix any problems, instead, he asked me to send my laptop back to the manufacturer; however, they might not fix the problem and will send it back to me!!!" He did not teach me how to solve any problem I mentioned earlier. Then, he went in to the back office and leave me and the store assistant manager outside. Assistant manager was especially unfriendly. She talked without having a smile. This is a very unpleasant experience with Sony. I spent my whole day in the store (since I live far away from it, it's impossible for me to go back home and pick it up later), but I got nothing fixed. The Backstage costs $100. It is definitely not worth $100. Sony's employees have different attitudes to people who are about to purchase and people who come back for post-purchase service.
On Saturday, I also brought my friend's Mac laptop to Apple store, all I can say is Apple store's customer service is great! My friend purchased Mac laptop online (not even from Apple's online store), but they are willing to fix the problem and replace a new cover for FREE. Everyone in the store are smiling and greeting customers! At first, I did not like Apple a lot, now I love it and will do business with Apple instead of Sony! Customers do not have to spend money to get yelled at or be ignored by store employees.
Again, before you purchase BACKSTAGE, please think many times before you do it. Otherwise, you will regret it. Remember, before you purchase products from them, they always smile to you, but when you come back for service, you'll see their different attitude!