Sony Electronics Inc Complaint - Sony MDRNC7: Laredo Repair
LAREDO, TEXAS -- I purchased a pair of noise cancellation headphones; model number MDRNC7 from Best Buy. The date of purchase was 08/29/2009
WIthin two months of having the product, the part/piece that holds the earbud had fallen off and was missing. The earbud no longer stays attached and the headphones are useless.
I contacted Sony, they gave me a work order number (WC1NS357) and told me to mail the product to the Laredo Repair Center. I provided my name, contact telephone number, home address, and a description of the problem. Additionally I made a copy of the original receipt. I then mailed the product, they received the unit and notified me via e-mail.
After 16 days I received the product back "un-repaired" because the estimate was refused due to their inability to contact me for approval to repair the product.
I called and e-mailed support. On the telephone they told me they tried reaching me, and I told them I never received anything other than the e-mail notifying me the product was received. I argued on the telephone that the product was under warranty, and the reason I sent the product for repair was because I approved of the repairs being done. Then the representative informed me that they didn't have the replacement part available, so I asked why didn't they just replace the product with a refurbished product or exact model of headphone. I was informed they had none of these in stock and would offer me a refund if I send the product back a second time.
Shipping the first time was 10 dollars, and a second time would mean another 10 dollars... costing me 20 dollars to get my money back on a 50 dollar set of headphones. I was frustrated and tried contacting the main number for Sony and after 30 minutes of sitting on hold I got transferred to the same number I called in the first place.
This is the worst customer service I have ever received. I will avoid at all cost any other Sony product just due to the level of customer service and rudeness of the representatives.