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Advice needed on dealing with Sony customer service in Germany


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Dear Sony Alpha forum members,

 

I am having a trouble with Sony customer service Germany, specifically repair department and looking for some advice.

The short story of the situation is my RX100 m4 has been damaged when I hit by a car early May and it was bad damage on the casing and camera was fully working.

I went to the Sony center at Potsdamer Platz, Berlin and requested for repair and they informed me that they will send it to "Herbert Geissler Gmbh" where it was signed by Sony to repair their camera.

It was still in the warranty period but they told me it was not going to be covered by the warranty because the damage was my fault.

So they sent it to "Herbert Geissler Gmbh" and told me that it will take 2 to 3 weeks.

I made a payment as soon as I got the bill after couple days and waited till two weeks had passed and contacted HG to check the progress and they told me that they are still waiting for the part, "main plate" so I would have to wait couple weeks more.

And since then 4 months passed, and several times I contacted HG to get only the same answer that they are still waiting for the part and they don't know when that would arrive.

So finally I went back to Sony center and explained the situation but I only got the answer that it is nothing to do with them at this point and I should communicate with HG.

I insisted to them to take the responsibility but failed to get anywhere but getting the answer "we cannot do anything for you, it's not our job."

 

does anybody have any idea about the situation and what I could to do?

Thank you very much for your help,

Moo

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Hi.

 

Sony support is the worst possible. They write mail on mail but after 6 months no progress. My problem was only to getting the code for incam apps after registration. LOL

 

Registered letter to the german headquarter?

Thank you for your reply.

How do you mean by Registered letter to the german headquarter?

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