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Sony Electronics Inc Complaint - Sony Consumer Electronics has the WORST customer service - eReader
eReader - Complaint
LAREDO, TEXAS -- I am compelled to express how highly disappointed and frustrated I am with Sony and their nonexistent support. Sony is supposedly a world-class company, but one would never know that given the hassle I am enduring in trying to obtain a simple refund from its Laredo, Texas "Customer Satisfaction" center, a misnomer if ever there were one!
The case was simple. My ereader unit did not function when I attempted to use. I contacted Sony and they offered to send a refurbished model. (I'm not happy that they didn't send a new model, but that's a different complaint). When the refurbished model arrived I discovered that it too wouldn't function properly. In both cases, the units failed to charge properly, even though the USB port to my computer is in good working order as is the electrical outlet in my home.
I contacted Sony's customer service and explained that I had little faith in the product since two units were malfunctioning and that I wanted to receive reimbursement on the refurbished model and the original model. I was told that a representative would return my call within one business day. The call did not come, so I contacted the department again several days later. The representative I spoke with that day said she would send me a label to return the units and that I would receive my refund.
More than two weeks elapsed and I still hadn't received the label, so I called again and got the proverbial runaround from two different representatives in Laredo. In exasperation I asked to speak to manager. I was told the manager would return my call within an hour but, not surprisingly, that call was not forthcoming.
I called Sony corporate headquarters in New Jersey and got bounced around until I was put in touch with a representative located in Central America!!!!!!! Thank goodness for the first time I was lucky to speak to a Sony representative who seemed truly interested in helping me resolve the matter.
So to sum it up, I had to make three phone calls, all of which lasted between 30 and 45 minutes each, and nothing came of it. I also had to speak to about five different reps. Sony supposedly had all the required information that I provided on each occasion, such as my case number (E48446565), serial numbers and such, and yet each representative treated me as if I were calling for the first time since each one was largely oblivious to the facts of the matter.
I'm still waiting to have this resolved, but in any case I must warn you that sony's customer service is a downright mickey mouse operation. I will not purchase a Sony product in the future.
The case was simple. My ereader unit did not function when I attempted to use. I contacted Sony and they offered to send a refurbished model. (I'm not happy that they didn't send a new model, but that's a different complaint). When the refurbished model arrived I discovered that it too wouldn't function properly. In both cases, the units failed to charge properly, even though the USB port to my computer is in good working order as is the electrical outlet in my home.
I contacted Sony's customer service and explained that I had little faith in the product since two units were malfunctioning and that I wanted to receive reimbursement on the refurbished model and the original model. I was told that a representative would return my call within one business day. The call did not come, so I contacted the department again several days later. The representative I spoke with that day said she would send me a label to return the units and that I would receive my refund.
More than two weeks elapsed and I still hadn't received the label, so I called again and got the proverbial runaround from two different representatives in Laredo. In exasperation I asked to speak to manager. I was told the manager would return my call within an hour but, not surprisingly, that call was not forthcoming.
I called Sony corporate headquarters in New Jersey and got bounced around until I was put in touch with a representative located in Central America!!!!!!! Thank goodness for the first time I was lucky to speak to a Sony representative who seemed truly interested in helping me resolve the matter.
So to sum it up, I had to make three phone calls, all of which lasted between 30 and 45 minutes each, and nothing came of it. I also had to speak to about five different reps. Sony supposedly had all the required information that I provided on each occasion, such as my case number (E48446565), serial numbers and such, and yet each representative treated me as if I were calling for the first time since each one was largely oblivious to the facts of the matter.
I'm still waiting to have this resolved, but in any case I must warn you that sony's customer service is a downright mickey mouse operation. I will not purchase a Sony product in the future.
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