Sony Electronics Inc Complaint - Worst Customer Service Ever!!!
I purchased a Sony digital recorder online. Fed ex tried to deliver, left a door tag with and X on the box that says, " A signature is required to leave package. leave this signed form on your door, and we'll leave your package. I signed it, hanged it on my door knob, taped it too so it doesn't get lost. I've been expecting a package but I never got it. Called Fed ex later on and said they tried to deliver the package but since I'm not home I didn't get it. Told them I left a signature how come they never left it at my door? Fed Ex said they don't leave packages outside the door in apartment complexes. So why leave a message that says leave a signature on the form and we'll leave your package by the door???
So I said how can I get my package now? Fed ex said, We shipped it back to Sony, because SONY asked them to ship it back even if they have a policy of keeping the package for additional business days after 3 failed attempts. Called Sony, said I need to order again but have to pay for shipping. I was talking to a customer service representative with an Indian accent. I told him I didn't wana pay for shipping because it was never my fault that I didn't get the package. I asked to be transferred to a supervisor since this Indian guy doesn't understand what I'm telling him.
Anyway the supervisor that I spoke too was professional and did everything she can to help me, didn't ask me to pay for shipping again. However after ordering another recorder (first one was cancelled), I received an email from them saying they're out of stock. I tried to order another model but Sony doesn't have it anymore. I called just to make sure I get a full refund. But they're only giving me $5 less of what I paid for because of the shipping. I spoke with an Indian guy again in customer service. This guy was rude, arrogant. Told me thats why they have tracking number so I should have waited for the package at home. I told him are you serious? You want me to stay home all day not exactly knowing when the package will arrive and not work??? He talks while I'm still talking, He's not apologetic, doesn't sound professional, won't transfer my call to a supervisor when I told him I wanna speak to a supervisor.
So they kept on telling me if after 3 failed attempts of delivery, they would ask for the package back, give you the refund for the package but not the shipping. I kept on telling him it wasn't my fault that I didn't get it. For sure they have customers who order online and they work daytime so they are never home during the day to get the package, so in this case after 3 failed attempts they will just ask for the product back and they won't give you your money back for the shipping. So you never get the product and you lose $5!! Why can't they just follow Fed Ex protocol, wait 7 additional business days before Fed Ex ships it back to sender???
The Indian Guy told me that's how they do it so I should have read their shipping policies before buying anything. Later I read their shipping policies. It was never mentioned! I called again after 20 minutes and asked to speak to a supervisor. This time I spoke with a guy with Spanish accent, a guy named [snip]. Told me that Fed Ex attempted 5x to delivered the package. Later I though, wait a minute, I called fed ex on the 4th business day after the 1st attempt and they said they attempted 3x and now (it should have been the 4th attempt, 4th business day) the package was shipped back to Sony and they don't have it anymore. So how can [snip] say that fed ex tried to deliver 5x? Is he bluffing? I called Fed ex and asked them if they ever deliver 5x. They said no, only 3x and then they will keep the package for 7 business days. is he fabricating a story just to make it look that everything was done to deliver the package and it's just my fault that I didn't get it??
I know its only $5 but It is just not right. Plus the Indian guy should have never spoken to me like that. I have never been so angry on the phone. The supervisor [snip] said that a decision will be made regarding this matter in 24 hours. Its been 2 days but I never heard from them.
Worst Customer Service I've ever had!!! SONY is the worst!!! Buy at your own risk!!!