Give Sony credit for handling TJ35's faults, unlike PALM's Tungsten E

[hypachris]

At least sony is doing something about TJ35's problems. Palm isn't doing anything at all regarding the various problems Tungsten E owners are getting (stiff down button, scratched up case, dim screens on many TE's, etc)

So even though TE may be considered the superior PDA screen wise and what not, Sony still gets kudos for customer service me thinks

[Akrion]

I agree here ... Give SONY credit ... They messed up but at least they are trying to fix the mess and Guys please STOP complaining about the TECH support ... most of the Tech Support usualy are as much Tech support specialists as a Farmer is a Server Administrator. I mean you cant expect a HUGE company as Sony to manage it all perfectly - THERE WILL BE GLITCHES ! so try to live with them ...

[craiglester]

I'd give them a darn site more credit if, when you fill out the info and submit a request, I didn't get a page cannot be found error..


Grr looks like a phone call will be necessary. Bah, humbug

I'm also wondering if I should bother, as my TJ35 works just fine. I'm worried i'll get back the unit in a worse starte than before..

ahh well gotta take a risk once in a while i guess..

[DaveTN]

Originally posted by Akrion
I agree here ... Give SONY credit ... They messed up but at least they are trying to fix the mess and Guys please STOP complaining about the TECH support ... most of the Tech Support usualy are as much Tech support specialists as a Farmer is a Server Administrator. I mean you cant expect a HUGE company as Sony to manage it all perfectly - THERE WILL BE GLITCHES ! so try to live with them ...

So are you saying expect less and get more or expect more and get less?

I don't give them credit. I think that alot of their response is due to pressure that consumers had to put on them by calling and posting on newsgroups and forums.

We have seen a lot of competition to rush new designs to the market too quickly to beat "the other company" to the punch. R+D, service and reliability all suffer. The name of the game is $$. As for tech support, yes, it is a hard job, I have done it. But stooping to the level of lying to your customers is unacceptable.
The one good thing that could come out of this is that Sony will learn from its mistakes and hopefully we will not have this sort of problem again.

(Steps off of soapbox) ;)

David

[Akrion]

DAVE, I have read most of your posts about the TJ DILEMA and I know your opinion …. what I am saying is this ... First of all dont tell me that if you buy a 100 different products and you love them all and then suddenly a defective one comes in your hand and you go like I HATE THAT COMPANY !!! I mean come on ! First of all Sony is just another big and greedy company trying to take you Presiousssssssssss money ! well they did that already but they gave you pretty much in exchange as I remember you have quite a number of SONY's Products right !? Another thing I want to mention is that Put yourself on the position of the "IT support" Guys on the phone ... and have like 100 ANGRY Clie maniacs calling you with Tricky questions. I mean most of those guys are just there because its their job and most of the time they know as much as you do because the BIG guys tell them zero ! Bottom line is SONY Messed up but ATLEAST they did what they ware supposed to do. I have a defective Clie TJ35 and I will wait even 35 days because I love it and I don’t want another model. So I understand your frustration completely ... things can BE MADE better but it won’t happen anytime soon so just live with the fact that your TJ 35 will be soon repaired or replaced. 10-20 days well what do you think they have a ROBOT factory out there repairing 30 000 defective clies so that guys like you can say “WOW GREAT C. support SONY!”

Sometimes I am amazed from the people thinking that if a company makes tons of money that will have a GREAT Customer support or IT support or whatever great benefits. I had so many experiences with an IT PROS around the fields and believe me ITS ALL ABOUT THE MONEY – knowledge and care about the “users” comes most of the times LAST! So live with it we live in AMERICA.

[DaveTN]

Akrion,

You make a good point. Yes, support is a terrible job to have especially if you are in the dark. I have done support before and still do, on a limited basis and yes, it is frustrating. I only vented once and only after telling the tech (Tim) that I had to but did so in a mature way without cussing or raising my voice.

As for sony, yes, they have always made good products and in the past I have been very satisfied with them which is obvious by the dominant number of Sony products that I own. I expect a lot from sony and I expect that they would put the customer first.

My biggest gripe with them is the way they have handled this problem and their insensitivity to my needs and the needs of others. Put yourself in my position (you may even be there now). I trly heavily on my PDA and I am told basically that they can do nothing for me but make me wait. I am lied to by two customer service reps, how should I react? I deserve better. I work in Healthcare and own a computer repair business and in both fields customer service is paramount. I f I do something wron and upset a customer, they are going to complain and in some cases vehemently. If I do something right, well, that is what is expected of me and life goes on. Sometimes I may get a compliment, sometimes not. But in the end result, I stive for the highest level of service...we all do that. If I was told, "Mr. "DaveTN" we are very sorry, it appears that there is an unusually high number of people withthis problem and we aare expecting a delay, what can we do to help you?" I would be happy. Not "is is on the dock and will be shipped right away" only to find out that it was a lie. I simply expect more from a company like that that has built a good reputation for itself.

Thank you for pointing out that you took the time to read my other posts. :)

DaveTN

[Akrion]

Dave check some opinions of the T|E Users ;) they even think Sony is the company with the BETTER C. Support (scroll down to see the comments)-> http://palminfocenter.com/view_story.asp?ID=6351

[DaveTN]

Thanks Akrion. :D

David