Positive Sony Experience

[SWC]

While people are often quick to complain, they don't often talk about instances where their expectations are exceeded.

I was recently unable to hotsynch my T615C and after going through all the unloading and loading, setting and resetting, etc. I called Tech Support. After going through a couple of layers there I got to the "Clie Specialist." He quickly determined that it was a hardware problem and that it needed to be sent in. That was late on a Tuesday nite.

To make a long story short, by Thu, Sony had sent me the box needed to return the unit which I sent out on Friday. That box BTW came with a FedEx priority label. I was able to monitor the progress on the internet, but it wasn't really necessary because even though they said it would take 7-10 days, the repair was done in 2 and by the following Friday, my Clie was back in my hands synching beautifully.

I'll admit that I didn't have high hopes when I first got on the phone with tech support - but through each step of the process, Sony came through. Thanks Sony for getting my Clie back to me.

[click]

Every now and then good things happen.
Glad to see you had a positive experience.

Thanks for sharing.

[pigburger]

It happens. My first Sony experience(almost 2 years ago), I had dead lines on my lcd, not dead pixels, whole lines were dead. I think I called on a Tuesday, had the box on Thursday morning, Sent it back that night at the end of the business day. Less then 48 hours later, on a Saturday morning no less, I got my S300 back with a new screen. On the flip side they once had my T415 for 3 weeks and had no idea where the replacement NR70 they were sending me was. When I got home it was on my front door step. Of course that was a double edged complaint, They were replacing my T415 with an NR-70 and it took them a while. Beggars can't be too picky.

[Talula]

I'm really glad you found that whole experience to be acceptable and to your satifisfaction. If I were in the same situation though the situation you described would have not worked for me. I absolutely can NOT be without my Clie for a single day. My ability to perform my job would be extremely impacted. The information I store on my Clie absolutely has to be at hand every day.

Waiting a few days for a box to send the Clie in, then a few more days for it to get to Sony, and then yet another few days for it to be fixed would just be disasterous for me.

So, I would have to go out and buy a whole new unit (praying I could find one) and hope to sell the broken unit once it was fixed. For extra insurance I already purchased a backup Clie. My normal Clie is a T665c but I purchased an SJ20 where I keep some of my most important information backed up. But I suppose I could always just change the Hotsync ID and sync it all up. I'm sure I'd have some difficulties because they are different models, but I'm sure I could work it out.

Glad to hear Sony lived up to its promises to you. But what did you do all that time without your Clie?

Talula

[phil ng]

I once sent in my old S300 and they replaced it with a T415.. after they admitted they lost it... two months later

[timewaster77]

That's pretty bad because you would then be stuck with accessories for you S300 that wouldn't work with the T415.

[phil ng]

well haven't bought an accessory yet :)

[pigburger]

When I found out that they were replacing my T415 with an NR-70 I *gasp* bought an NR-70 from Circuit city with every intention of returning it once I got mine from Sony. CC has a pretty liberal return policy and I knew I could "borrow" it from the CC lending library. Do I feel good about it, no, but that's when I decided I didn't like then NR-70. Then I got it, debated whether I should try to return it somewhere without the reciept, kept it, and fell in love with it. I bought my laptop at Circuit City to make up for it. I'm not suggesting you do something like this but it is an option...

[Mazer]

Actually, it was my Sony Tivo that convinced me to buy a Sony Clie. I had a problem with my Sony SVR 2000. I sent it back, they fixed it under warranty and....it came back with a screw loose inside.

I sent that back (they were very apologetic) and sent it back. It worked for 2 days, it dialed up one night, updated it's OS and then.....stopped responding to the remote. I sent it back again (all of this is on Sony's dime) and get another unit back. This one is still working (knock on wood).

Through all of this, Sony was responsive and accomdating. Convinced me to get another Sony product.