Sony Electronics Inc Complaint - Worst Customer Service/Accessories Sale
I recently ordered a replacement remote control for a Sony Home Theater system. It lasted a few months past warranty, but sometimes things happen. Fortunately my credit card doubles my warranty, so I could replace the remote and they would reimburse. All I needed was a copy of the replacement's invoice.
The Sony Accessories website kept rejecting my credit card, so I called the order in on Oct 20th. After 20 minutes on hold, I placed the order with no trouble, was told I would have the product in 5-7 days, and the invoice would definitely be in the package.
7-days later, the website still was not showing my order, so I called again, was told that their warehouse was upgrading software and was running behind, but it would "definitely" be shipped the next-day.
Another 7-days later, website still didn't show an order so I called again. Apologies but still hasn't shipped, would ship "very soon"
I received the remote 21-days after the order, and there was no invoice in the box, only a packing slip. Called Sony again (15 minutes on hold) to request an invoice. They promised to request one be emailed to me, and I would receive it in 2-3 days.
After 4-days, I called again to inquire, was again told that the warehouse was having software difficulties and the invoice would be sent as soon as possible (no-idea when). I requested a supervisor and they disconnected my call. By then I was really steamed, so I called back, waited through 25 minutes on hold and was lucky enough to get the same person "Pat". This time, instead of getting me a supervisor, she gave me the "your voice is breaking up, I can't hear you" even though I could hear her fine. She finally hung up on me, even though I kept asking for a supervisor. I called back AGAIN, got a person named "Neil" who was nice enough to explain to me that the warehouse was unable to send emails due to the system problems, but he offered to escalate the call to next level of support and stay on the phone to be sure I wasn't disconnected (finally someone who provided "customer service". The person who I talked to promised to call me back tomorrow to let me know what they can do.
No call back, of course. However, after I called in again I reached the same escalation person, "Shane". Over the next few days, she kept after the warehouse and I finally received an email containing the invoice.
This has been the absolutely worst experience I've ever had ordering something from any company via phone/email/mail. The delay in shipment, telephone hold times, unhelpful/misinformed staff, and inability to provide a basic document of commerce (an invoice)are incomprehensible in a company of the size and reputation of Sony Electronics.
I will be VERY reluctant to purchase another Sony product and will very vocally warn off anyone considering such a purchase.