trinityr3
06-04-2004, 06:04 PM
Disclaimer: I'm just sharing my layman's opinion on how to make sure you get the "best" support for your PDA whether from Sony, PalmOne, Tapwave, etc.
Any comments, additions, corrections is appreciated!
As we all know, getting support sometimes (especially from $ony) can be very difficult as no company actually wants to provide support, parts, or replacement. So here's a layman's list of what we can do to make the process as easy as possible.
1. Keep all your reciepts of purchase for your PDA in a folder and file away. Don throw anything away! Including your credit card statement if need be.
2. Register your product as soon as possible. Some companys like $ony will not activate the full warranty on your device until you've registered. If registering online, check your email to make sure the registration went through. If you don't hear anything for a week or two, try again or call to make sure your product is registered.
3. Inspect the unit and make sure everything is working properly from a hardware standpoint. Make sure the color of the screen is proper, there are no scratches or any other visual defects. It would do you good to take a few pictures of the PDA and save them for safe keeping.
4. When the product starts to fail (the reason for this thread), research this forum and google for all possiblities first unless it is apparent that it's a hardware specific issue.
5. Take photos of the PDA's condition AGAIN and if you have a time stamp function on your camera, use it. If they damage your camera, you can prove it was them and not you. Get the rest of your reciepts out and get ready for the the long haul.
6. If you have a extended plan from a local store, approach them first, this is the easiest way.
7. If not, call your unit's support line. Introduce yourself and ask for their name if they haven't given it to you already. Get PERSONAL with them. Explain the problem. Whether you are 13 or 31, speak to them as if you CLEARLY know what the problem is, even if you aren't quite sure. Don't speak dis-respectfully, always maintain a low, mature, respectful tone. There isn't anything worse than a pissed-off cust-serv rep. BE POLITE AND STERN at the same time!!!
8. If your unit has to be serviced, make sure you get the reps full name and extension, locale of the cust-serv department he works for, and what he needs from you to make sure this is as painless a process as possible. At this point, he know you have his info, he knows you're respectful, he knows you are knowledgable, and heck, he might even like you by now (small talk also helps during waiting periods).
9. Ask the rep. to assure you he/she understands the doucmented problem. If possible, ask him if he/she can email you the confirmation on this. When you get that email, print it out, take the paper with info of which cust-rep serviced you and add all of that to the folder we made in the beginning.
Lastly, send everything out on time, double check to make sure you send them everything they need and hope for the best.
Conclusion:
This isn't going to guarantee you squat. If they're screw up, don't fix the problem, or worse, lose your unit, you going to have to keep fighting. But now you have your ammunition. You have records of everything from purchase reciepts, email confirmations, rep. info, and pictures. This is your case file, and when something goes awry, you can go back, call the support center again, ask for a manager, and give him eveything you've got on how the unit was not fixed, damaged, or lost, and you've got proof now. Oh, and get this managers FULL info as well (assuming they aren't lying to you hahaha).
Point being, this helps you build a case to the top. Most people won't have to go through this, but if you find yourself in a bind, this will at least ensure that you did your due-diligence.
FYI: I haven't had an issue with a $ony product to date, but own several products from and made sure I did this for the future.
Any comments, additions, corrections is appreciated!
As we all know, getting support sometimes (especially from $ony) can be very difficult as no company actually wants to provide support, parts, or replacement. So here's a layman's list of what we can do to make the process as easy as possible.
1. Keep all your reciepts of purchase for your PDA in a folder and file away. Don throw anything away! Including your credit card statement if need be.
2. Register your product as soon as possible. Some companys like $ony will not activate the full warranty on your device until you've registered. If registering online, check your email to make sure the registration went through. If you don't hear anything for a week or two, try again or call to make sure your product is registered.
3. Inspect the unit and make sure everything is working properly from a hardware standpoint. Make sure the color of the screen is proper, there are no scratches or any other visual defects. It would do you good to take a few pictures of the PDA and save them for safe keeping.
4. When the product starts to fail (the reason for this thread), research this forum and google for all possiblities first unless it is apparent that it's a hardware specific issue.
5. Take photos of the PDA's condition AGAIN and if you have a time stamp function on your camera, use it. If they damage your camera, you can prove it was them and not you. Get the rest of your reciepts out and get ready for the the long haul.
6. If you have a extended plan from a local store, approach them first, this is the easiest way.
7. If not, call your unit's support line. Introduce yourself and ask for their name if they haven't given it to you already. Get PERSONAL with them. Explain the problem. Whether you are 13 or 31, speak to them as if you CLEARLY know what the problem is, even if you aren't quite sure. Don't speak dis-respectfully, always maintain a low, mature, respectful tone. There isn't anything worse than a pissed-off cust-serv rep. BE POLITE AND STERN at the same time!!!
8. If your unit has to be serviced, make sure you get the reps full name and extension, locale of the cust-serv department he works for, and what he needs from you to make sure this is as painless a process as possible. At this point, he know you have his info, he knows you're respectful, he knows you are knowledgable, and heck, he might even like you by now (small talk also helps during waiting periods).
9. Ask the rep. to assure you he/she understands the doucmented problem. If possible, ask him if he/she can email you the confirmation on this. When you get that email, print it out, take the paper with info of which cust-rep serviced you and add all of that to the folder we made in the beginning.
Lastly, send everything out on time, double check to make sure you send them everything they need and hope for the best.
Conclusion:
This isn't going to guarantee you squat. If they're screw up, don't fix the problem, or worse, lose your unit, you going to have to keep fighting. But now you have your ammunition. You have records of everything from purchase reciepts, email confirmations, rep. info, and pictures. This is your case file, and when something goes awry, you can go back, call the support center again, ask for a manager, and give him eveything you've got on how the unit was not fixed, damaged, or lost, and you've got proof now. Oh, and get this managers FULL info as well (assuming they aren't lying to you hahaha).
Point being, this helps you build a case to the top. Most people won't have to go through this, but if you find yourself in a bind, this will at least ensure that you did your due-diligence.
FYI: I haven't had an issue with a $ony product to date, but own several products from and made sure I did this for the future.