Sony Customer Care

[admin_exported]

Based on the top rated What HiFi reviews of the Sony KDL40W4500 & Sony BDP550, & personal viewing, I decided to purchase these in late November 2008, in December I purchased a Sony HTSS1300 sound system. In February 2009 the HTSS amp was replaced, in May the BDP550 was sent to retailer for repair as it would not play discs, Royal Mail delivered it to the retailer in bits, no insurance, a total loss, replaced with Sony BDP350 (a fool and his money etc.). At the beginning of November the tv developed a 15cm vertical line down the centre of the screen, contacted Sony Customer Care who arranged for an agent to repair, after 2 weeks the repairers had replaced the screen & a pcb, but the problem still persisted. The repair agents contacted Sony Spain for help, but were experiencing delays in reply. At this point I contacted Sony (alleged) customer care, for help in advancing the repair, despite four phone calls to Sony with promises that I would be called back that day, my phone has stayed silent. I decided to email Sony CEO Sir Howard Stringer, UK Managering Director Steve Dowdle, & customer services asking for personal contact before 7pm today, with the exception of the UK md's out of office auto reply, nothing, zilch, nada. It is now over a month since Sony were contacted, and I am disgusted at the offhand treatment of what is ultimately their reason for existing, their paymasters, i.e. customers.

I have uploaded a video of the problem on youtube click here .

Whilst I understand that many people have no issues at all with Sony, just beware that if you do have issues expect to be treated like dog dirt.

 

[bigboss]

This guide should help you. Instead of calling them, I would suggest writing to them, so that the complaint is documented. I would mention the dates & times you've called them for the issue.

 

[matthewpiano]

What is your retailer's position on all of this?

 

[Anonymous]

Thanks for the comments guys, I have no beef with the retailer or the repairer, just that Sony do not do what they stated, which was to contact me with updated info. Initially when informed of the problem they were great, within 15 mins repairer, pickup, & ring back from Sony had happened, by a man called Ali, no doubt his job is in peril now

. This posting was to just make people aware that

1) Sony build quality can be suspect.

2) That once the goods have been purchased you are treated like a speck of dirt to be brushed off ones clothing.

I will not waste any more of my time or money contacting Sony, but I am prepared to share my problems to infrom others.

Rant over, it is the start of a new day to enjoy life

 

[motley]

Kjayf, have to say that your contract is with your retailer and not Sony, I have had plenty of their kit over the years but have notice that their customer care is practically none existent these days.

I tried to buy a colored speaker bezel for my Z4500 Bravia and they denied that they even made one!

 

[Anonymous]

Amazed, Sony have at last contacted me, md's assistant rang & apologised on behalf of Sony, and stated that the tv would be replaced. The replacement tv is a bonus as all I wanted was for Sony to contact me.

 

[Anonymous]

Maybe they read this thread. Amazing how many people who get on Watchdog get refunds or a replacment when they were getting nowhere for months. They do want to turn bad press to good or at least neutral.

The sad thing is, if you look on the internet enough you can find a story like yours for every single manufacturer there is - and quite possibly a happy one too. There is no consitency.

Keep everything in writing though - make it official and documented (as has already been suggested). I do like to write a letter!

 

[Anonymous]

coincidence or what ? thread started last night , phone call this morning ... hmmmm..

 

[hammill]

maxflinn:coincidence or what ? thread started last night , phone call this morning ... hmmmm..
You may be right, but if so they will have had to guess which customer complaint they were dealing with as the op does not indicate their real name - unless of course they don't get many complaints...

 

[Anonymous]

maybe some one familiar with the case seen this thread , i guess thats possible ...

result anyway ..

 

[Anonymous]

They should have been familiar with the thread, I sent the link to them, but as stated before I only wanted information not to be ignored.

 

[Anonymous]

kjayf:They should have been familiar with the thread, I sent the link to them, but as stated before I only wanted information not to be ignored.ah , the power of the whfi forums ... very good...

 

[Anonymous]

The force will be with us - always.

 

[Anonymous]

You got to see the sony store were I live.

Everytime I walk in there, they are all talking to each other and then when I ask a question they seem like I have no business being their, hence I go to richer sounds or internet.

I walk by there everyday and its dead, not one person in there.

 

[matthewpiano]

canada16, I am sorry that is the experience you have of your local Sony store. It certainly isn't the way we do things. In our 2 Sony Centres we are always happy to talk to every customer that comes in.

 

[Anonymous]

Yippee, tv arrived from Sony today, its a KDL-40W5500. Its all setup & the picture looks fine, no backlight bleed or clouding, lets hope it stays ok & lasts longer than 11 months.