Anyone Else Get Hosed By Sony Service????

[jimod]

I Got Myself a new NX70V, took it home and put it in the charger.
4 Hours later, when i first try to use it, the power button does not work, it scrolls through the calender??????

Jog Dial Just changes the Category and the Back button is merely a decoration.

So's I Call's Sony, only 5 HOURS after i purchase the darn thing, get an event # and patiently wait for the box to get to me.

5 Days Later I Get a call from Fedex, because the mental midget at Sony put my first name and PHONE NUMBER on the delivery label, unlike the rest of the civilized world that uses LAST names for Snail mail type correspondence.

So after that I Finally send it to them, and now, 5 days later i am told that my 5 hour old, $600 PDA has "liquid damage" and will cost $550 to repair.

Looks like they will get it back to me JUST in time for me to return it in the customary 30 days for retail, and the 36" Vega is only 18 days old, gonna take that back before there are any problems there i guess.

To top it off, even if i do NOT want it repaired, it is gonna cost me $75 for Shipping, Diag and Tax.

I have reccomended sony to all the customers i have dealt with, but after this, i cannot, in good conscience, ever offer their products again. So, Long live the tungsten i guess.

[aaronrkelly]

I feel your pain, sometimes big corporations miss the mark with customer service. I generally do my research and buy such devices from places that have a decent return/replace policy but would never have expected such treatment directly from the company. I will remember your experience next time I purchase a device....I got hosed by BestBuy several times and therefore do not frequent their door either.

[Shogmaster]

Looks like jimod fell for the old "Do not return defective item to the store, but call our 1-800 number" sticker trick. ;)

Sony "service" = joke.

[Demo]

Yeah, I bought a Sony camera a few months ago...literally 24 hours after I picked it up it wouldn't turn on. So I went back to CompUSA to return it only to have the store manager tell me that they don't do returns or exchanges with opened Sony products, and refers me to the cute little sticker in the box of the camera. I pointed out to him that because the sticker was "in" the box I had no way of knowing about their wretchedly-losing-market-share-to-best-buy return policy until after I opened the box. He gave me the official CompUSA shrug (which I believe they have a training video for). So I shrugged back, came back the next day and returned the 15 notebook computers that my dad had picked up for his office the week before that had not been opened, and told the manager that I would no longer be frequenting his establishment. I swear to god, every time I went into that store they acted like they were doing me a favor by selling me their stuff...can't wait to them on the fu*kedcompany.com list.

[jimod]

Actually, i work for best buy, Their service plan starts after the 30 days, and as far as the sticker, not a prob, i can reccomend tungstens and pocket pc's instead of sony items, and of course toshiba instead of Vaio, Samsung instead of Vega, my opinions may not amount to squat for sony, but it will keep about 20-30k of retail sales a month AWAY from their product.
(PS, i will get the return date extended, because of the shipping problems and a pretty decent manager in my store)

[Shogmaster]

Why in the hell didn't you just return it and get a new one? Come on! It's defective. It's gets DEVOed back to Sony!

BTW, I work at store 367 in LA.

[elf]

I have fortunately not had the "pleasure" of dealing with Sony Service but the one story I have heard-- VAIO laptop in France-- has not give me confidence in their abilities.

I thought, perhaps, that because it was in France, it may have been the issue, but from everyone's stories here it seems that Sony has some work to do in pleasing their customers when it comes to servicing their equipment.

In comparison, let me say that I had the greatest pleasure in dealing with Handspring support. They shipped me a refurbished replacement Visor along with a postage paid courier return-envelope so I could return the defective unit back to them for repair.

[mkh]

You guys are scaring me. I am guessing that I made a horrible, horrible mistake buying my NZ90 direct from Sony. I haven't had any problems so far, but still... *knocks wood*

[Shogmaster]

Having used many Sony products and dealing with their varius "service" arms, I'll tell you flat out that I'd NEVER by directly from Sony. NEVER.

[Alistar]

Me either, I like my store return policies here in Canada. Never had a problem with returning sony products.

[aaronrkelly]

Reputable vendor with a store nearby is usually where I buy - anything mailed in just takes to long (most of the time) and then theres always that chance the will lose or give you the run around.

[fjl307]

Originally posted by Shogmaster
Looks like jimod fell for the old "Do not return defective item to the store, but call our 1-800 number" sticker trick. ;)

Sony "service" = joke.

 

No!!! Sony "service"= sh_t :mad::mad::mad:

[Bryan Smith]

Well over the years I have delt with Sony service. Now it must be Japan because all I have is praise for them-sorry for all of you. One week turn arounds on my first laptop twice-broke the hinge-they fixed it and it broke again, so they fixed it for free second time around and have mthree free ones to boot and changed the hinge on the line on the next release.

Brought a vaio a year ago no problems
Then a NR 70-again okay

Then my NZ90 two weeks ago got liquid in the screen. They walked me through hard resets and all kinds of suggestions and thne picked it up on Thursday and had it back on Saturday with a new screen and free fedex and fixed free-fixed=new screen.
Obviously the screen was faulty as it is now a lot brighter and no double tapping which happened sometimes before.

ALL to say I LOVE SONY SERVICE in Tokyo!!

[quiller]

I buy 99% of all my electronics from BestBuy or my dad (who sells computers). I have bought three Sony Clie's from Best Buy and returned five defective units (all my fault-- trying to load imcompatible software... namely JackFlash on the T415 and T615). Never had a problem with them. Circuit City also has a good return policy, in fact it's one of their marketing strategies... Of course, CC coverage policies are generally $15 more expensive, too.

In terms of Sony's support, I've only called them asking about my T615's [still] cracked screen. They quoted me $117 before shipping, yet I found a place online that quoted me a maximum of $70 AFTER shipping. Curious.

[davy19]

Want to hear something funny:

You think sony service is bad, I use to work for the IT dept of Sony Electronics and then have a VAIO be defective for whatever reason. It took us so much dealing to get service from our own company.

Sony is very innovative makes decent products but if you run into an issue I would never buy from Sony directly.

[Jeffry]

To make a long story very short,

I purchased a discontinued, factory sealed NR70v from the Sony Store and it had 3 dead pixels. I purchased this by upgrading from an SJ33, which was purchased less than one week before. I called customer support (the person on the line has a very very faint voice) for the 3 dead pixels on my NR, and they said to return it to the Sony Store. I returned it just a week later after upgrading from the SJ33 and they said that I can't return it for a refund because it's already been more than 10 days since I bought my SJ33!!! WTF??? I originally purchased/upgraded to my NR70v less than 10 days ago.

BTW, the sales rep at Sony Store knows absolutely nothing about CLIEs and the east-Indian manager was very VERY rude. They thought that I was playing with the device when I clearly state that the organizer is used for school work. I'll never purchased from the Sony Store ever again...

[jimod]

Quick Update - The Call Center manager has informed me that sony service will not repair my 5 hour old device. Guess i need a translator cause i am gonna start rippin some flames to a few jap executives now!