Awful Professional Service by Sony

[Keith Forman]

This is a copy of the letter I sent to Sony

 

I cannot emphasize how much I am disappointed with Sony PROFESSIONAL Service. 
 

Waiting two days for a return call is completely unacceptable. Broadcast professionals needs very quick service. 
 

I waited my two days, the technical person phoned me while I was in a business meeting and I could not take the call. When I called him back, whomever answered the phone said it would take another two days unless I paid them $100 for priority service--effectively a shakedown.
 

This is a $7000 camera which I own several. When I call I expect a return call within a reasonable amount of time and to be treated like a professional.  The person answering the call would not even allow me to speak to his supervisor. Even my cable company allows that to happen.
 

I will be posting a copy of this message to as many professional Sony forums as possible

[Guest Jaf-Photo]

Obviously that level of service isn't going to work. I can only assune it was a procedural error to ask you to wait two more days just because you missed their call.

 

To make an effective complaint, it is important to keep a cool head and explain all the facts. Tell them what the problem was and why you needed it fixed fast. It also helps to build a rapport with service personnel. It shouldn't be necessary but people react better and are more likely to help. It could have been more effective to pay the ridiculous $100 and ask for a refund later, just to show you're serious and put out by their hopeless procedures.

 

Good luck and I hope you get an apology and appropriate compensation.

[jeff]

I've spoken with Sony's regular customer service and absolutely couldn't believe how rude he was.  It was clear the problem was on their end and basically in the most juvenile way ( like I was talking with a seventeen year old) he said I could go....  I was in shock not even trying to get into an argument needed to figure out how to solve the problem.  Nothing I ever experienced with CPS. 

 

The more I'm using this system the more I realize the grass isn't greener

[jm345]

I had the same experience as Keith with Sony support awhile ago. I could never talk with a supervisor to resolve an issue. Sony techs would tell me Precision Camera had to evaluate the lens. Then Precision tells me it is up to Sony with how to proceed. They pass the buck to each other. No one is ever in charge and it is impossible to talk to anyone empowered to make a timely decision. Not only that, I had to send the lens in 3 times to Precision to get the simple repair done. I had hoped things had changed, but apparently not. Over 30 years with Canon I never a problem with their support system or their repair services. Sony is making great cameras but they could learn a lot from Canon on how to provide support and service Sony products.

[Guest Jaf-Photo]

There have been several similar posts over the years, so I don't doubt the problem is real. Still, the message isn't getting through.

 

There are more effective ways of complaining. Find out who's the senior manager at the service center and at the local Sony distributor. Write them a letter on your business stationary. Be specific but brief. Avoid emotional statements or value judgments. If someone was rude, don't call them rude; describe their behaviour factually.

 

The person who took your call is probably saying you were rude and unreasonable. But if you send a business-like letter, you get the upper hand and someone will probably do something about it.

 

If nothing happens, follow up with a phone call and be prepared to escalate.