Sony Electronics Inc Complaint - Sony Customer Service Lacks Common Sense
My camcorder began to not fully 'pop up' the tape cartridge, and show the error message, "Please reinsert tape." I checked with Sony Repair - nom problem, $111.00 flat rate, and $8.00 to ship if you use their preprinted label. I agree, print label, Securely wrap my 'baby' in miles of bubble wrap and multiple boxes, and ship it off to Texas.
So far, so good.
I then wait to get an e-mail that my repair is completed. None comes - two weeks, three weeks, one month. So I contact them. They lost the camera at the repair center, but they'll look for it. Two more weeks pass. No call back. I call again. THEY CAN'T FIND MY CAMERA!!
They say that they'll offer me a replacement, and tell me they'll call me back. No call back.
I call again. They offer me a placement camera. I say I need to research that model and I'll call them back.
I call them back -- the model offered is in no way 'similar' to my model that they lost. The customer representative basically tells me, "Well that's all the cameras that we have left around here. Someone didn't pay for the repair to it, so it's what we have here to offer you." I explain to him that the model is in no way 'comparable' to my model, all of my accessories will not work with the offered model, and I would like to have the same model again. Even though you can purchase them from the MAJOR online electronics purveyors, he tells me that he can't locate that model. I ask to speak to his supervisor. He's not there.
I call again, later, and speak to the "supervisor" (who sounds like the twin of the first idiot). I carefully explain that they've lost my unit. My camera is now someone else's camera, and this happened after UPS delivered it to them and they signed that they received it. O. K., so far so good again. I explain to him that I have a lot of accessories for my unit, and therefore the offered used model will be of no use to me. He asks (with a heavy Mexican accent) "Hwhy doan jew yust buy all de ack-sess-sories for this model we offer jew?" I take a moment to gather myself and explain that THEY L-O-S-T my camera, and I should NOT be out any money for THEIR mistake. He then goes off on how my camcorder was three years old, and I really should get a new one, and says that they'll give me $193 cash to get one, to settle this claim. (My unit is used on Amazon, an average price of what's out there used, at $320). When I tell him this he acts like that's outrageous. I ask him to take till tomorrow to check for himself, and he tells me that he doesn't have a computer at home . . . I'm done with the idiot twins in Laredo, Texas, so I ask to Speak to THEIR supervisor, and guess what? She's not there right now.
I call again. Now I'm told that their supervisor doesn't want to speak to me, and that the whole matter is going to Sony Customer Information Service Center (CISC) in Fort Meyers, Florida. Fort Meyers will contact me within the next 48 hours . . . that was four days ago.
Guess what I get to do next?