Good Sony Service Story

[betona]

My son bumped my month-old NX60 off the kitchen countertop last week and it hit the tile floor.

After the screaming died down, I turned it on to see that the display was hosed. Half of it didn't show anything and the other half flickered.

I called Sony and the rep advised that the display wasn't covered by warranty (no surprise there) and that the normal charge was $175 for replacement displays. I didn't expect them to repair it under warranty under these circumstances anyway. He said he'd send a box to ship it in.

The next day (last Friday), Fedex delivered a package with a nifty box kit designed to hold the Clie and your cradle. I packed it up and dropped it in the mail room at work the following Monday (prepaid Fedex label attached) and tracked it to San Diego the next morning.

The documentation talks about 7-10 days so I was surprised when Fedex delivered my repaired Clie 3 days later on Thursday morning (yesterday). Opening the box, the repair ticket was marked "no charge" and the unit is good as new again.

Put me down as most impressed with the speed, method and cost of taking care of my PDA. I figured a little good news was worth sharing.

[aryaba]

For years I'm so used to only hearing horror stories when it comes to service and support. It is so nice to hear a good one!

[AcuraCL]

I love stories with happy endings :D

[PDAJah]

Wonderful - is it Christmas in the US already?

[macktv]

This moment should be treasured. You should spread the word everywhere before this little story turns into legend and folklore.

[Alejandrico]

Wait, let me drop my clie the same way and we can see if they repeat the service :|

[Alistar]

Yes, it is good to hear a positive story about Sony.

[Joel]

Originally posted by betona

...
After the screaming died down,...
...


I loved that part :D

Hmmm... I think I'll mention this thread in Quick Notes soon. It's something that the Sony people should know about and hopefully "propagate" in all their service sites.

[n2ifp]

Yeah, but is it fair to the others who had to pay?

[jamester]

Fair or not, it's STILL good to hear a POSITIVE story about Sony's service. I also had only heard horror stories up to this point - this story is truly unique!

J

[n2ifp]

Originally posted by jamester
Fair or not, it's STILL good to hear a POSITIVE story about Sony's service. I also had only heard horror stories up to this point - this story is truly unique!

J

Yes, it's unique all right, many of the other horror stories I believe are mostly true from all the private emails that I receive. Still, those who had to pay for a screen repair, should have a legitiment gripe now. The other item is it could have been out of the kindness of one employee and not general policy. Then again the poster who started this thread could be pulling our leg. I am very skeptical of anyone now in whatever stories are being related. For too many years I have been more naive and trusting than most, I suppose. Now I want proof!

[betona]

Now I want proof!

Hmm... I don't know how I can provide proof -- I don't have a scanner. When I called in to start the process, they did ask for my credit card but the receipt that came back in the box is marked "n/c". I suppose there is the chance they've already popped me and the receipt means "no more needed."

The other part of the story is the extremely rapid service using prepaid overnight shipping. They only had it about 24 hours and got it right back to me.

Tom
Yeah, I know I'm new to these boards, but I started posting online messages in 1984 at 1200 baud....

[betona]

After the screaming died down,...

I loved that part
You know the part in Animal House when Bluto screams in horror when the cops drop the bottle of booze while raiding the Delta house?

Same kind of thing.

[ricleo]

Well, i believe that what has happened is really possible. The drop could have just loosened some connectors, hence the half dead screen. The sony servicing personnel may have just tightened the connectors, and so didt change the LCD. Since the unit is still under warranty, of course no charge for the minor tuning up =)

[EvilErnie]

Dont forget to buy the lotto tomorow. :D

[MarianoSF]

I'm happy for you!

[lal2707]

Well there is always a first - can't believe we had to wait so long to hear something good about Sony Support. Perhaps there is some tiny ray of light for us all

[betona]

can't believe we had to wait so long to hear something good
You know how it is - people are 10 times more likely to talk about complaints than they are complements. Maybe it's 50 times more likely on message boards.

[Nate1749]

I agree, the 11 - 3 rule is very true. If someone has bad service they will tell 11 people, if they have good service they will only tell 3. I've never had a problem with sony's support, but then again I've never had to have a unit replaced. It's just like the news, it's not really news if everything works fine and people are honest...

[s_n_m]

Hey this one time my $50 sony cd player (DE-220 is it?) broke for no good reason, and in a month sony sent it back fixed for free but unfortunately for them the repair was nearly $100...the guy on the phone tried to get me a brand new one but it wasn't sony's policy even though they would have saved money...

Don't diss sony that much they are very helpful people if you actually get to talk to one (email is usually a computer generated response...).

[dach95]

It is good that some had find good in them...I'm glad actually... but for the rest of us...I wish they will revamp their service department and combine their service dept with their customer service dept into one and work close together. blah blah...I know...generally, the follow their customer service guideline... which is quite automaton in my opinion... I had such a bad experience, I won't comment it here.

[Sensei]

After the screaming died down

I hear ya. I dropped my NX70V a few days ago. I did break something, that stupid PDA adapter to Power and USB thingy. Lucky my PDA was totally fine. But I do wish I could "accidently" break it and they would have to replace it. :D

Anyways, betona, there has gotta be some distinct scratches on your screen before sending it out, right. Check the one you got back to see if they changed the screen or something.

[unknown bob]

I had an identical experience with my first S300; except for the screaming part - I dropped it myself.

[yawn]

"Tom
Yeah, I know I'm new to these boards, but I started posting online messages in 1984 at 1200 baud...."

Doesn't matter, if you don't have 1000 posts you will be regarded as suspicious by some. I remember those 1200 baud days. Isn't it nice we don't have to do that anymore?

Glad to hear you had good luck with Sony. I don't begrudge anyone getting a break. Jealousy is a nasty emotion ;).